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Published on September 19, 2007

Author: Haggrid

Source: authorstream.com

The Sixth Annual ISB ConferenceCustomer Focused DeliveryExperian’s Approach:  The Sixth Annual ISB Conference Customer Focused Delivery Experian’s Approach Terence Sandiford and Peter Cummings Agenda:  Agenda Who we are and what we do Understanding Customers Customer Focused Service Interaction A Brave New World? Hopefully! Slide3:  We Know About Consumers Slide4:  We Know About Businesses We Understand their Behaviours and Needs:  We Understand their Behaviours and Needs Demographic Classifications Propensities Geographies Visualisation GB Mosaic:  GB Mosaic Most widely used segmentation system Over 1 billion people classified World-wide Postcode and household level classification Groups people based on common characteristics Profiles Customers Predicts the future based on past events Analytical Blueprint:  Analytical Blueprint Application of Quantitative Measures:  Application of Quantitative Measures Visual Interpretation Macro:  Visual Interpretation Macro Visual Interpretation - Micro:  Visual Interpretation - Micro Integrating Client Data:  Integrating Client Data Integrating Client Data:  Integrating Client Data Customer Focused ServiceInteraction:  Customer Focused Service Interaction Targeting and Profiling of Citizens Effective Deployment of Resources Authentication Multi-channel Application Processing Rules Based Decision Support Data Cleansing and Integration On-line Fraud Prevention and Detection Customer Focused ServiceInteraction:  Targeting Citizens Maximising Relationships Managing Accounts Processing Registration and Applications Continuous Monitoring Constant Review Economic Analysis Profiling andamp; Segmentation Residency Checking Operational Systems Housing Benefits Social Services Council Tax Portrait CIM E-Contact Segmentation andamp; Profiling Personalisation Targeting Campaign Management Decision Support Authentication Application Processing Rules Based Decisions Customer Data Integration Fraud Management Gateway Environment Channels Letters E-mail WAP/ SMS Kiosk Internet Contact Centre One stop shop Channels Letters E-mail WAP/ SMS Kiosk Internet Contact Centre One stop shop Customer Focused Service Interaction Public Sector Clients:  Public Sector Clients ﴀ Major govt. departments, e.g: County, borough and city councils, e.g: Regional govt. offices, e.g: Development agencies, e.g: NTOs, LSCs andamp; SSCs, e.g: Other major organisations, e.g: A Brave New World? - Hopefully!:  A Brave New World? - Hopefully! ISB and e-funding an opportunity Do we really understand the art of the possible? Appreciation of data value Citizen at the heart of the process Outlook is good

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