Customer lifetime value: How to increase it? How to predict it? Why most people calculate customer lifetime value in the wrong way?
Customer analytics: How to analyse customers efficiently? How to recognise the “bad” customers (for instance those who order and return for free) and “the best” customers you should focus on?
Customer-centricity: Why all customers shouldn’t be treated equally?
Personalisation: Practical tips on how to get the most out of customers by using personalisation?
The concept of “customer centricity,“ i.e., that not all customers are created equal, is gaining credibility and traction.
Many firms – and entire industries – are coming to the realisation that understanding and leveraging the behavioural differences across customers can potentially be more sustainably profitable than the more conventional product‐centric thinking that continues to dominate today’s business landscape.
At the heart of this transformation are three critical ingredients: data, analytics, and technology.
Sara is driving the global vision, strategy and execution of a personal & world-class customer experience across both physical and digital channels at H&M for all the group's 8 brands. She makes sure innovation, design, and tech and AI always are used in an optimal way for the customers.
Henrik is driving innovation and the overall growth strategy at Halebop - the mobile operator with Sweden’s most satisfied customers, an award that Halebop has won 9 times during the last 11 years. Together with the Halebop team he is driving a startup within Sweden’s biggest mobile operator Telia.
University of Pennsylvania
Peter is one of the most prominent thought leaders in customers centricity studies, and author of the Customer Centricity book, an industry staple. His expertise centres around the analysis of behavioural data to understand and forecast customer shopping and purchasing activities. In 2017, Peter was named by Advertising Age as one of its 25 Marketing Technology Trailblazers.