CONFERENCE
FRIDAY, 14 JULY 2006

KEYNOTE

1215–1315

EXPERT TESTIMONY: "Global CDI-MDM: 54 Countries, 24x7, 365 Days"
Charlie DeFelice, Director, Office of the CIO, Strategic Initiatives Group, Citigroup

Friday
14 July
0900–0930

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Research analysts at the CDI Institute annually produce a set of twelve milestones for their “CDI-MDM Road Map” to help Global 5000 enterprises focus efforts for their own large-scale, mission-critical CDI-MDM projects. This keynote will focus on this set of strategic planning assumptions and present an enlightening view of the key trends and issues facing IT organisations during 2006-07 and beyond by highlighting:

• Planning for the juggernaut of CDI-MDM market momentum, maturation, and consolidation
• Coping with the skills shortage for data governance, enterprise architecture, et al
• Identifying the essential (vs. desirable) features of an enterprise-strength CDI-MDM set of software tools

Featured Speaker:

Aaron Zornes Chief Research Officer The CDI Institute To Speaker's Bio

Friday
14 July
1000–1045

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Plenary Keynote Session 1
"Mastering MDM"
Justin LaFayette, Director of Portfolio Strategy, Master Data Management, IBM Software Group

Leading organisations are increasingly seeing the value that can be derived from delivering single or ‘master’ views of enterprise data to critical processes within their operations. MDM manages all key areas of information -- including customer, product and supplier data, as well as process and data models -- to most effectively deliver rich, accurate information in real-time and enterprise-wide. Mr. LaFayette will discuss how MDM, as a strategy, can help the business in:

• Improving your organization’s ability to operationalise and improve key processes
• Developing shared information services through a transactional hub on an SOA-based platform
• Lowering costs and risks associated with integration projects while increasing ROI of existing business applications

Featured Speaker:

Justin LaFayette Director of Portfolio Strategy, Master Data Management IBM Software Group To Speaker's Bio

Friday
14 July
1115–1200

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Accurate, real-time customer recognition is the foundation for strategic customer management. Once a customer is known, the challenge lies in delivering complete views of the customer to the needed points of service, incorporating relevant data that is both persisted and logically federated across sources, with appropriate access control and process flows. This keynote will provide insight into:

• Recognizing the individual customer, and detecting and navigating relationships between individuals and their roles as both end-customers and members of an organization is key to assessing overall customer value.
• Managing and leveraging the full spectrum of B2C and B2B relationships, the interplay between them
• Non-invasive techniques for assembling and delivering complete, accurate views of the customer enterprise-wide

Featured Speaker:

Bill Conroy President and CEO Initiate Systems To Speaker's Bio

Lunch, Networking Break in Exhibit Hall and Industry Innovation Sessions (IIS)

In a continuing effort to give participants increased opportunities to gain insight into technology advancements and vendor solutions, we are pleased to provide our series of Industry Innovation Sessions. Hosted by some of the industry's leading solution providers, these 60-minute demonstrations and discussions are a great way for participants to maximise their learning experience. Sessions will take place during lunch and participants will be served lunch during the presentations.

Friday
14 July
1215–1315

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MDM is a hot topic right now, but few companies have sufficient experience to say they know how to do it. That means learning from others is tough - there is such a lot of noise, and so little real experience out there to draw on. In this session, Andy will discuss the questions you should ask to help focus your MDM initiative and solve the business requirements specific to your organization as based on his experience with many real-world implementation projects. Topics to be discussed will include:

• Avoiding a series of disjointed MDM initiatives
• Evolving your master data solution beyond “customer” and “product”
• Determining whether your CDI or PIM project is really an MDM project and vice versa
  

Featured Speaker:

Andy Hayler Founder & Chief Strategist Kalido To Speaker's Bio

Friday
14 July
1215–1315

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This Industry Innovation Session (IIS) session will highlight the growing importance of Enterprise Data Management (EDM) and how the organisations can improve business knowledge and stay ahead of their competitors. Oracle’s CDI-MDM spokesperson will discuss how organisation’s can leverage the power of Enterprise Data Management by mastering entities like – Suppliers, Products, Assets, Customers and Employees as well business processes – to effectively move from a data centric organisation to a just-in-time business knowledge organization.

• Deliver smarter, empowered fact-based decision-making
• Increase trading community satisfaction levels and reduce data management costs
• Comply with stringent privacy and regulatory requirements
• Address public security and money laundering issues
  

Featured Speaker:

Ken Mitchell Senior Director Enterprise Data Management Europe, Middle East, Africa Oracle Corporation To Speaker's Bio

Customer Data Integration, Master Data Management & Data Governance Track

Sponsor:

Financial Services Track

Sponsor:

Telecoms Track

Sponsor:

Friday
14 July
1330–1415

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No matter what industry your company is in, you are probably faced with challenges around managing your master data and how you leverage that data in a consistent way across multiple channels. It is a common problem: Multiple channels lead to multiple solutions which result in the inability to react to market changes. How can that competitive edge be regained without a long, expensive replacement of business software? A pragmatic approach to implementing new capabilities using Service Oriented Architecture principles is the solution. This presentation will share Harrod’s real world experiences and strategies for creating a single view of their customer, in a highly competitive and customer-centric market. The speaker will also discuss how consolidating numerous silos of information has allowed Harrods to take advance of new channels of delivery to their customers, by leveraging SOA approaches.

• Leveraging a single view of customers across channels to maximize revenue
• Increasing customer satisfaction through cross-channel order management
• Providing a unified and consistent customer experience through better cross-channel understanding of your customers

Speaker:

David Llamas Director of Information Technology Harrods To Speaker's Bio

Friday
14 July
1330–1415

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With 200 million retail customers including 146 million credit card accounts, Citigroup's Global Consumer Group (GCG) is among the very largest consumer franchises in the world. “Global CDI-MDM” at GCG means truly global challenges – among them the need to provide near real-time views unified customer data across channels and lines of business without huge, repetitive data manipulations. Moreover, common CDI-MDM services are required to enable context-based information to be connected and consumed in a fashion appropriate to the user. This presentation will provide insight into the fast paced world of financial services and how this Fortune 15-sized company is pushing the envelope of CDI-MDM business value by discussing:

• Provisioning a baseline repository of aggregated customer data that is not just another data warehouse due to its near real-time refresh rate
• Integrating an information backbone (or service "bus") to include a recommendation engine to help associates make offers of value to the customer
• Leveraging the “publish and subscribe" model of service-oriented architecture (SOA) to provide "plug-and-play" lightweight and cost-effective CDI

Speaker:

Charlie DeFelice Director, Office of the CIO, Strategic Initiatives Group Citigroup To Speaker's Bio

Friday
14 July
1330–1415

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EXPERTS PANEL: “Privacy & Customer Data"
Moderator: Aaron Zornes, Chief Research Officer, The CDI Institute
Jeff Mendenhall, Director of Customer Data Management, Microsoft
Marty Moseley, Chief Architect, Intuit
Michael P. Moran, Senior Manager, Relationship Marketing, Dell, Inc.
Dario Cardile, Data Architect, Consultant, O2 Ireland
Erik-Jan van de Meent, Chief Designer - OneIT, BT Global Services

Multiple industries continually face compliance challenges arising from regulations and standards – such as privacy preferences management, Basel II, “Do Not Call” compliance, U.S. PATRIOT Act, Sarbanes-Oxley, and HIPAA. These challenges are amplified when disparate legacy systems and applications must be leveraged, reused and integrated to support the business requirements for regulatory compliance. Large enterprises should focus on hard benefits in regulatory compliance and privacy management as the initial business case for introducing a data hub. Compliance requirements need solutions by set dates and provide a compelling business case. Moreover, CxOs are willing to sponsor data hub projects that help the business (and the CxO personally) in meeting compliance mandates.

Key Issues:

• Balancing the full view of the customer against privacy / compliance requirements
• Managing a singular definition and location of master policies to enable transparency and auditability – e.g., privacy preferences, risk tolerances, pricing discounts, support eligibility, etc.
• Leveraging privacy preference management as the initial hard business benefit to introduce a customer data hub strategy

Moderator/Speakers:

	Moderator: Aaron Zornes Chief Research Officer The CDI Institute To Speaker's Bio
	Jeff Mendenhall Director of Customer Data Management Microsoft To Speaker's Bio
	Martin Moseley Chief Architect Intuit, Inc. To Speaker's Bio
	Michael P. Moran Senior Manager, Relationship Marketing Dell, Inc. To Speaker's Bio
	Dario Cardile Data Architect, Consultant O2 Ireland To Speaker's Bio
	Erik-Jan van de Meent Chief Designer OneIT, BT Global Services To Speaker's Bio

Friday
14 July
1415–1500

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BEST PRACTICES: "Using SOA to Build A CDI Ecosystem"
Martin Moseley, Chief Architect, Intuit

CDI requires powerful integration infrastructure to connect diverse systems needing to leverage customer data. Due to overlapping product lines and customer install bases, Intuit’s requirements for a real-time customer identity management capability mandated a highly scalable, highly decoupled “hub and spoke” CDI model. Moreover, due to seasonal sales patterns across Intuit's software lines, a thorough architectural plan was critical. This presentation will focus on how Intuit’s enterprise architecture team applied SOA to build a “party reference system” as a foundation for its current and future CDI and CRM initiatives. Key issues to be highlighted include:

• Establishing the business objectives as “design context”
• Architecting a “party ecosystem” to integrate existing in-house systems, major Oracle and Siebel applications, and new applications such as Initiate Systems
• Applying lessons learned as a roadmap for future architecture revisions

Speaker:

Martin Moseley Chief Architect Intuit To Speaker's Bio

Friday
14 July
1415–1500

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The need for providing reliable customer data to sales consultants is essential to professional and effective marketing. Clearly every large financial institution faces the challenge of achieving a single view of the customer which amalgamates all the product ranges and business units. Success in this domain depends entirely on the data integration technology at the institutions disposal with the caveat that accuracy and reliability are non-negotiable. Ultimately, success depends on the CDI processes put in place to match/merge many disparate sources of information. A further challenge is meeting various legislative governance issues. These challenges and the way in which CDI has successfully addressed them in a large financial services group will be explored

• Apply data governance principles to manage trust and decay factors across internal CRM, external DBs, and enterprise data warehouses
• Evolving the data hub into a “process hub” managed by data stewards
• Quantifying the business value of CDI – professionalism-generated goodwill, reduced operational costs due to lack of data quality, and cross-sell

Speaker:

Lynn Colledge IT Manager Sanlam Life To Speaker's Bio

Friday
14 July
1415–1500

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With £6B in revenue and 20% growth rate, BT Global Services is a world leader in the Digital Networked Economy. However, BT GS´s ability to expand has been greatly hampered by the legacy system architecture and incongruous Telecoms business model – wherein data is scattered among 100s of systems and tailored to individual product or market segment. To become a true global leader that delivers a seamless customer experience from end to end, BTGS started Agora, as its biggest information alignment project. Agora is a critical element to enable business change as a standard organizational process. Skills on understanding abstraction and MDM are of incredible value when focused on real-world benefit. BTGS started on services to enable the business, and then enabled service-effectiveness through data optimisation. The principles presented can be applied to any project and if successful then “The Big Bang” will become a thing of the past. in this session, you will experience how to successfully deliver into the Digital Networked Economy business model, using familiar best practices in a new way to focus on the business benefit, not on the tool, i.e., avoiding “CDI-MDM career evangelism”:

• Starting with a business problem of your targeted business sponsor whilst committing to deliver benefit together (i.e., bring a measurable change)
• Applying agile (“extreme programming”) as a bottom up”methods to deliver benefits in 90 day cycles on the way towards an Information hub
• Using a flexible SOA Capability Architecture to deliver pieces at a time without worry about changing those later.

Speaker:

Erik-Jan van de Meent Chief Designer OneIT, BT Global To Speaker's Bio

Friday
14 July
1530–1615

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CASE STUDY: “Building a DIY CDI Solution”
Michael P. Moran, Senior Manager, Relationship Marketing, Dell, Inc.

As a premier computer and IT solutions company, Dell ranks the “customer experience” as a top priority. Successfully delivering against this priority requires a definitive view of the customer as well as the sales teams that service them. At Dell, an in-house CDI-based approach is being used to develop a bridge to an integrated future from the disparate, often segregated legacy systems of the past and current. The effort is not unlike reconfiguring an aircraft whilst in flight.

• Making the business case for investment in the staid world of core infrastructure
• Exploiting the power of alignment by allying business process stakeholders with data stewards
• Leveraging the IT budget in service of CDI

Speaker:

Michael P. Moran Senior Manager, Relationship Marketing Dell, Inc. To Speaker's Bio

Friday
14 July
1530–1615

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EXPERT TESTIMONY: "Technical Evaluation Criteria for CDI & MDM"
Aaron Zornes, Chief Research Officer, The CDI Institute

This session focuses on corporate master data as a critical asset that must be increasingly synchronized within and beyond the enterprise. During 2006-07, most large enterprises will focus on CDI by deploying a 2nd-generation database-centric infrastructure to deliver a future-proofed panoramic customer view across multiple channels, business lines, and heterogeneous IT environments. This session will focus on the “why” and “how” of CDI technical evaluations by providing insight into:

• Understanding the pros and cons of the dominant architectural models and evaluation criteria – e.g., data models, process models, scalability, privacy management, etc.
• Inventorying the vendor landscape – e.g., data hub, EAI, EII, portals, SOA-based web services, data service provider, etc.
• Applying a rigorous methodology to CDI-MDM product evaluations and implementations for both mega vendor solutions (IBM WCC, Oracle CDH, SAP MDM, Siebel UCM) and best-of-breed (DataFlux, Initiate, Purisma, Siperian)

Speaker:

Aaron Zornes Chief Research Officer The CDI Institute To Speaker's Bio

Friday
14 July
1530–1615

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BEST PRACTICES: "Compliance and Data Governance in the Large Enterprise MDM Endeavour"
Dario Cardile, Data Architect, Consultant, O2 Ireland

By design, CDI-MDM solutions enable a new, more effective and efficient way to conduct business. At the same time, CDI-MDM means a new set of challenges. Market-leading enterprises are focusing on challenges of individual recognition, customer information security and visibility, bi-directional synchronization between the legacy and customer hub, and many other areas critical to the success of CDI-MDM initiatives. The speaker will provide insight into how a major telecoms provider is successfully blending channels and products by:

• Balancing the full customer view against privacy and compliance requirements by slicing and dicing the metadata activity
• Insuring revenue and ROI through more timely and accurate information to critical decision support systems
• Managing data governance across the customer data lifecycle

Speaker:

Dario Cardile Data Architect, Consultant O2 Ireland To Speaker's Bio

Friday
14 July
1615–1700

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CASE STUDY: “Moving from Product-Centricity to Customer-Centricity”
Jeff Mendenhall, Director of Customer Data Management, Microsoft

The Microsoft Individual and Organization (MIO) project is a very large-scale project destined to touch every aspect of the business. Clearly this 5 year programme requires the team to develop organization-wide support and excitement for CDI while wrestling with complexities arising from scale and scope of the B2B MDM challenge. Longer term, the goal is to align Microsoft’s view of external organizational structures to be how the organizations which in turn will enable “self-directed service”.

• Building and maintaining organizational support and excitement
• Rationalizing and leverage B2B hierarchies (and 3rd party data enrichment sources) in a multi-geography business model
• CDI as a catalyst for the overall EIM initiative.

Speaker:

Jeff Mendenhall Director of Customer Data Management Microsoft To Speaker's Bio

Friday
14 July
1615–1700

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EXPERTS PANEL: "Data Quality is Job #1"
Moderator: Seán Kelly, Kelly & Associates
Michael Moran, Senior Manager, Relationship Marketing | Business Intelligence, Dell Computer
Lynn Colledge, IT Manager, Sanlam Life
Jeff Mendenhall, Director of Customer Data Management, Microsoft
David Llamas, Director of Information Technology, Harrods
Charlie DeFelice, Director, Office of the CIO, Strategic Initiatives Group, Citigroup
Erik-Jan van de Meent, Chief Designer - OneIT, BT Global Services

How often do organizations undergo extensive BI, EAI or other data integration initiatives only to discover unacceptable, unusable data quality at the end? CDI and MDM projects will fail without a solid foundation of high quality, consolidated data. This panel of experts will discuss different approaches to ensuring data quality.

• Understanding the pitfalls of providing quality integrated data
• Learning what can be done technically to avoid these issues
• Hearing examples of how enterprises like yours have succeeded

Moderator/Speakers:

	Moderator: Seán Kelly Sean Kelly & Associates To Speaker's Bio
	Michael P. Moran Senior Manager, Relationship Marketing | Business Intelligence Dell, Inc. To Speaker's Bio
	Lynn Colledge Lynn Colledge IT Manager Sanlam Life To Speaker's Bio
	David Llamas Director of Information Technology Harrods To Speaker's Bio
	Charlie DeFelice Director, Office of the CIO, Strategic Initiatives Group Citigroup To Speaker's Bio
	Erik-Jan van de Meent Chief Designer OneIT, BT Global Services To Speaker's Bio

Friday
14 July
1615–1700

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BEST PRACTICES: "Closing the Information Vision 'Reality Gap'"
Andrew Brooks, Data Quality Manager, T-Mobile

T-Mobile UK travels with more than 16 million customers using its digital GSM network. In its highly competitive industry, T-Mobile UK must ensure delivery against the “information vision’” expectations of its Business. Options include: acquiring the latest technologies and tools; following a recipe book on Information Governance or Data Stewardship; and, staffing the Data Quality Management function. Will these and the many other possible investments really deliver the significant benefits they all promised? By sharing insights and practical experiences in developing business information trust, this session will provide insights into:

• Planning for hidden and difficult challenges of large scale data quality initiatives
• Leveraging classical best practises in continuous data quality improvement
• Managing expectations regarding data quality processes

Friday
14 July
1700–1715

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Conference Chairman Wrap Up