CONFERENCE
TUESDAY, 1 MAY 2007

KEYNOTE

12:40–13:25

BEST PRACTICES: AWARENESS & VALUE DISCOVERY OF AN MDM INITIATIVE
Ruud Verdaasdonk, Functional Consultant Data Management & Integration, Heineken
Khuram Hussain, Managing Director, Hypothalamus B.V.

EXPERTS PANEL DISCUSSION: PRIVACY & CUSTOMER DATA
Moderator: Malcolm Chisholm, AskGet.com
Panelist: Jeanette Møller, Master Data Program Manager, Nordea
Panelist: Ian Sayers, Head of Application Architecture, Barclays Bank
Panelist: Tom Austin, Corporate Data Manager, Ares Trading Division, Merck Serono

Tuesday
1 May
09:00–10:00

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Research analysts at the CDI-MDM 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 2007-08 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 solution

Featured Speaker:

Aaron Zornes Founder & Chief Research Officer The CDI-MDM Institute To Speaker's Bio

Tuesday
1 May
10:00–10:45

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Plenary Keynote
EVOLUTION OF MDM
Justin LaFayette, Director of Portfolio Strategy, Master Data Management, IBM Information Management Software
Paul Bolton, General Manager Customer Support Systems – Panasonic Europe

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 multi-domains (customer, product and supplier data), as well as multi-styles (collaborative, operational, and analytical) - to most effectively deliver rich, accurate information in real-time and enterprise-wide. This plenary session will provide both a strategy roadmap and a case study to demonstrate how MDM 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 Speakers:

	Justin LaFayette Director of Portfolio Strategy, Master Data Management IBM Information Management Software To Speaker's Bio
	Paul Bolton General Manager Customer Support Systems Panasonic Europe To Speaker's Bio

Tuesday
1 May
11:15–12:00

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Strategic customer management systems must be able to operate with speed, scale and accuracy. They must retrieve data – customers, prospects, patients, people, citizens, employees, vendors, suppliers or trading partners – from a variety of applications, databases, CRM or ERP systems and give accurate inquiry responses despite data ambiguities. The challenge lies in delivering complete views of the data to the needed points of service, incorporating relevant data that are both persisted and logically federated across sources, with appropriate access controls and process flows. This keynote will provide insight into:

• The Technology: Defining the core technology and capabilities that enable companies to implement strategic customer process
• The Business Value: Understanding the costs and benefits of building and maintaining a solution
• The Approach: Attaining success requires a series of achievable goals that follows an evolution

Featured Speaker:

Marty Moseley Chief Technology Officer Initiate Systems To Speaker's Bio

Lunch, Exhibition & Industry Innovation Session

• Delivering smarter, fact-based decision-making
• Increasing customer satisfaction levels while reducing data management costs
• Meeting increasingly stringent privacy and regulatory requirements

Featured Speaker:

Pascal Laik Vice President of Master Data Management Oracle Corporation To Speaker's Bio

By implementing a Master Data Management Strategy, companies can obtain a complete and accurate view of their customers, products and associated activity whilst enhancing operational performance, increasing profitability and adhering to regulatory compliance.

Using examples we will share with you how VisionWare’s “Management Guide for Mastering Data” will help you to:

• Identify the key business objectives for MDM
• Scope, Design and Implement a successful MDM strategy
• Realise the ROI in terms of service improvement, cost efficiencies and increased profitability

Featured Speaker:

An-Chan Phung Chief Technology Officer VisionWare To Speaker's Bio

Customer Data Integration (CDI)

Sponsor:

Master Data Management (MDM) & Data Governance

Sponsor:

Finanical Services & Telecoms Track

Sponsor:

Tuesday
1 May
13:30–14:15

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CASE STUDY: Managing Master Data and Multi-Channel Initiatives Through SOA

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

Tuesday
1 May
13:30–14:15

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Enterprise MDM is tremendous challenge and most organisations are afraid to take the first step because it is not completely clear what value will be achieved. How does one make sure that MDM does not become an IT experiment? In recent "think big, act small" experience, we have developed an approach which helps companies to define the business value of an MDM initiative upfront in one week engagement and then move into a six week "proof of value" prototype project. After which, the solution is extended in a cyclical manner to scale the master data objects in order of priorities. This session will include a case study from Heineken where financial benefits were achieved in a rapid time-to-value. Topics to be discussed include:

• Demonstrating value gained and problems avoided by embarking on an MDM initiative
• Identifying and solidifying the relationship between company strategy, business processes and MDM
• Achieving business value via staged MDM deliverables

Speakers:

	Ruud Verdaasdonk Functional Consultant Data Management & Integration Heineken To Speaker's Bio
	Khuram Hussain Managing Director Hypothalamus B.V. To Speaker's Bio

Tuesday
1 May
13:30–14:15

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CASE STUDY: THE FIRST 6 MONTHS OF AN ENTERPRISE CDI INITIATIVE
Noel Garry, Executive VP - Irish Life & Permanent

Following a number of mergers and acquisitions, Irish Life & Permanent has undergone a number of data migrations to reduce the number of systems operated. At the end of this process, the organisation has ended up with two major systems – a Life Administration system and a Banking administration system. Now the time has come to integrate these two systems at a Customer level to obtain the full benefits of the mergers. The organisation has embarked on a major CDI initiative and is aiming to implement an integrated customer hub within six months. In this session, Irish Life will outline how the organisation has approached this initiative by discussing topics such as:

• Managing the rapid selection of the technology
• Implementing project governance as an approach to data integration
• Identifying and overcoming early stage, major obstacles

Speaker:

Noel Garry Executive VP Irish Life & Permanent To Speaker's Bio

14:15– 15:00 CONCURRENT SESSIONS

Tuesday
1 May
14:15–15:00

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CASE STUDY: REAL-TIME CDI FOR REAL ROI
Gary Thomson, CIO, Choice Hotels

Choice Hotels International, the world’s second largest hotel franchiser, has almost 6,000 properties across 8 brands in 45 countries and services about 15 million customers each year. This presentation will highlight how CDI software has dramatically improved how the business tracks and services its guests during more than one million monthly stays. Previously, Choice was only tracking those customers in its loyalty program – about 10% in all – and it did not track the 70% of frequent guests who did not give a loyalty number. The hotel chain now tracks everyone and is able to use demographic information to properly acknowledge guests who stay across brands. This session will provide insight into the ROI of CDI solutions by highlighting:

• Providing sub-second, accurate customer identification at check-in
• Delivering personalised offers and perks in real-time – with or without loyalty number
• Building a ‘Yield Management System’ equal in sophistication to major airlines

Speaker:

Gary Thomson CIO Choice Hotels To Speaker's Bio

Tuesday
1 May
14:15–15:00

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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.

• 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

Tuesday
1 May
14:15–15:00

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CASE STUDY: SOA MDM WITHIN BT’S EMERGING MATRIX ARCHITECTURE

BT is in the midst of delivering a strategic new architecture to help deliver cost reduction and build enhanced service-orientated components – all at the heart of a new flexible infrastructure. Part of this is a massive rationalisation and enhancement of the Business Intelligence infrastructure, primarily to deliver a more effective utilisation of the information maintained, and how it can be used to improve and drive customer experience and better decision making within the organisation. This presentation will discuss how MDM is at the heart of this transformation and how information is key to BT’s emerging new platform architecture strategy with the emergence of seven key master file initiatives within BT:

• Establishing SOA and platform architecture within MDM and BI
• Assessing utilisation of existing assets and new components – e.g., "Build vs. Buy"
• Communicating the importance of data governance and the role of a centre of excellence

Speaker:

Stephen Martin One IT - Enterprise Information Architect British Telecommunications Plc To Speaker's Bio

Tuesday
1 May
15:30–16:15

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BEST PRACTICES: CDI-MDM: A BUILD VS BUY CASE STUDY
Gary Holden, Enterprise Architect - Allied Bakeries
Mike Ferguson, Managing Director - Intelligent Business Strategies

Perhaps one of the more difficult CDI-MDM challenges is to decide between "Build" vs. "Buy". The speakers will present which option (build or buy) Allied Bakeries chose and why. Additionally, this session will highlight experiences on the problems encountered in executing the CDI-MDM project:

• Determining the ROI and trade-offs of "Build vs Buy" options
• Socialising the need for enterprise CDI-MDM processes
• Integrating CDI-MDM within the enterprise

Speakers:

	Gary Holden Enterprise Architect Allied Bakeries To Speaker's Bio
	Mike Ferguson Managing Director Intelligent Business Strategies To Speaker's Bio

Tuesday
1 May
15:30–16:15

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BEST PRACTICES: DATA GOVERNANCE TO FOSTER LONG-TERM CDI-MDM SUCCESS
Pam Eng-Wong, Director, Information Technology, Basic American Foods
Jonathan Wu, Senior Principal, Information Management Practice, HP Services (formerly Knightsbridge Solutions)

CDI and MDM as technical solutions that enable business capabilities have limited or diminishing value if data governance is not embraced by the organization. As we all know, technology for the sake of technology often has no value unless there is some form of practical application. And, elevating or creating long-term value comes from consistent usage. To ensure ongoing usage, people need to be educated, procedures need to be developed, and processes need to be followed. Through the education of executives and the application of the disciplines of data governance, CDI-MDM initiatives can have lasting value. This session is based on the experience of a leading foodservice company and will cover the following topics as guidance for getting started with data governance:

• Understanding what data governance is and is not
• Applying components of data governance to CDI-MDM solutions
• Defining and measuring CDI-MDM success

Speakers:

	Pam Eng-Wong Director, Information Technology Basic American Foods To Speaker's Bio
	Jonathan Wu Senior Principal, Information Management Practice P Services (formerly Knightsbridge Solutions) To Speaker's Bio

Tuesday
1 May
15:30–16:15

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CASE STUDY: BASEL II COMPLIANCE VIA A ‘NO SURPRISES’ ENTERPRISE-WIDE DATA QUALITY INITIATIVE
Neil Hershaw, Information Management Officer, Risk & Analytics, Marks & Spencer Money

This session will highlight the growing importance of data quality in complying with Basel II regulations. M&S Money is a leading UK financial services company that retains a close working partnership with Marks & Spencer. Like all financial services providers, M&S Money had the challenge of Basel II compliance by 1 January 2007. In doing so, the company wished to accomplish a number of operational benefits, namely the assurance of customer data accuracy, reduction of time taken to complete business analysis and increase assuredness in quality of business intelligence. This presentation will outline the data quality strategy undertaken by M&S Money:

• Formalising enterprise-level data quality levels throughout the data architecture while retaining centralised control and management
• Enhancing the business value of master customer data via integration of: 'Lifestyle' data; product-specific customer data and credit history feeds; and, flat files from billing systems and credit card accounts
• Delivering a business rules-driven "data accuracy scorecard"

Speaker:

Neil Hershaw Information Management Officer, Risk & Analytics Marks & Spencer Money To Speaker's Bio

Tuesday
1 May
16:15–17:00

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CASE STUDY: ACHIEVING INTERNATIONAL DATA QUALITY
Dr. Holger Wandt, Principal Advisor, Human Inference

Many companies doing business abroad have to cope with a large variety of names, address conventions, and other culturally-embedded business rules and habits. But are the data quality tools and processes equipped for the inevitable internationalization of our business community? This session includes case studies on Uefa and KLM/Air France and will focus on the interpretation and processing of name and address data in an international context, i.e., "cross-border data quality" by providing insight into:

• Rationalizing international name variety and specifics
• Understanding international address formats and address standardization
• Leveraging the power of natural language processing methods

Speaker:

Dr. Holger Wandt Principal Advisor Human Inference To Speaker's Bio

Tuesday
1 May
16:15–17:00

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EXPERT TESTIMONY: Leveraging SOA Data Services for CDI-MDM
Sæmundur Melstað, CIO, Húsasmidjan
David Besemer, Chief Technology Officer, Composite Software

Unlocking data hidden deep within SAP and Siebel is one of the biggest reasons why CDI-MDM is so difficult and failure prone. A service-oriented architecture (SOA) provides a new opportunity to overcome customer data complexity, diversity, and location so the enterprise can leverage critical customer data held in packaged applications – and achieve 80% of the CDI-MDM benefits at 20% of the time and cost. This session addresses the challenge of exposing and combining customer and other master data to meet CDI-MDM objectives. The goal is “out of the box data services for combining customer data from SAP, Siebel, Oracle e-Business Suite, Salesforce.com, and more”. The vehicle is SOA data services to kick start enterprise CDI-MDM initiatives. The speakers will review a case study of using data services to combine employee master data from SAP, a data warehouse, and other source systems for budgeting and payroll variance reporting at Iceland’s largest hardware and home improvement retail chain, Husasmidjan, and will discuss:

• Understanding the role of “SOA data services” as a critical component of CDI-MDM
• Capturing the requirements and best practices for accessing customer and/or employee data within packaged applications
• Phasing for rapid return and overall CDI project success

Speaker:

	Sæmundur Melstað CIO Húsasmidjan To Speaker's Bio
	David Besemer Chief Technology Officer Composite Software To Speaker's Bio

Tuesday
1 May
16:15–17:00

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CASE STUDY: "UNIFIED CUSTOMER VIEW" TO DRIVE CUSTOMER-CENTRIC IT OVERHAUL
Andrew Kemp, Head of Group Marketing Programmes and Operations, The Co-Operative Group

The UK's largest co-operative has implemented a new membership scheme to enhance existing sales channels and improve member service via a "single view of the member". The Group’s family of businesses are starting to see the benefits from a data hub-driven membership rewards programme that spans over 1600 Food stores, 350 Travel stores, financial services such as Banking and Insurance, 400 Pharmacy stores and 600 Funeral branches as well as Legal services. It also underpins the democratic structure and activity of the Group. The system provides the opportunity, capability and capacity to the rest of the co-operative movement, which includes thirty independent societies. Over two million members will benefit from this membership scheme, which has been placed at the heart of the Group’s new brand - ‘The co-operative’. Some of the key challenges included the de-duplication and merger of over seven million member records into a single database. Added into that was transition of a national loyalty program, the integration of the different types of businesses, and the launch of a multiple channel solution into the market place. A further challenge was the future proofing of the solution to ensure it could grow and help develop and strengthen our relationship with our members over the coming years. This presentation will cover:

• Embracing the strategic and commercial drivers for change
• Managing the project phases – e.g., the applications chosen and why, and the integration and development
• Planning for future IT infrastructure via "managed service"

Speaker:

Andrew Kemp Head of Group Marketing Programmes and Operations The Co-Operative Group To Speaker's Bio

Tuesday
1 May
17:00–18:30

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Drinks Reception and Exhibition

This is an ideal opportunity for delegates to network and to discuss your current CDI-MDM issues with leading vendors and consultants.