UK National Conference on

The Future of Customer Insight Developments in Retail Banking

Organisation & Rationale

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Customer Insight & CRM: The Strategic Connection

 

Conference Rationale :

The Future of Customer Insight Developments in Retail Banking conference is organised by Heriot-Watt University in conjunction with conference sponsoring partners from leading academic and commercial research institutions, global application and system solutions providers, strategy consultants trusted by many of the world's top organisations to help provide strategic insight, consumer behaviour analytics specialists, legal and regulatory specialists and senior practitioners who have directed customer insight led change. Each partner brings a different, but complementary perspective in bringing strategic planning and change for customer insight, customer relationship management (CRM) and customer led strategies to organisational life.

David Lanc, Heriot-Watt University

The Heriot-Watt Connection: Action research in the real world

The conference builds on leading, internationally published, research in the UK and US performed by David Lanc and Lachlan MacKinnon of Heriot-Watt University into the practical alignment of organisational strategy and Information Systems (IS) strategy planning and change activities. Customer insight and CRM strategies highlight the need for an integrated, cohesive approach to organisational IS, business processes, operating practices and stakeholder behaviour if they are to bring organisational success and customer satisfaction. The need for aligning the perspective groups that influence organisational change, from inside and outside the organisation is key to that success, a key point that attendees will take away from the insight provided by the rich diversity of speaker organisations.

Together with David Lanc, co-chair of the UK National Conference on the Future of Customer Insight Developments in Retail Banking, Dr. Lachlan MacKinnon has been working for the last five years on the development of HISSOM, a Holistic Information Systems Strategy for Organisational Management. Details on HISSOM will be provided to delegates at the conference, and the relationship of the model to the conference will be described by David Lanc in considering Case Studies of action research within the retail banking and financial services sector. Development of a decision support application to facilitate organisational-IS alignment is currently underway which will be distributed under licence to organisations toward the end of 2004.

Dr. MacKinnon is Reader in Computer Science and Director of Postgraduate Study in the Department of Computer Science at Heriot-Watt University. His major research interests are in Data, Information and Knowledge Management, in which he has published widely and in Multimedia Systems, in which he has developed Postgraduate degrees and teaches extensively.

Dr Lachlan MacKinnon , Heriot-Watt University

 

 

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Accommodation & Travel The Edinburgh Business School Sponsors