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Leveraging the Value of Customer Data

March 16, 2007

This program explored the opportunities and challenges of an enterprise view of customer data. The day began with Baseline Consulting Partner Jill Dyché, author of the best-selling Customer Data Integration (John Wiley, 2006). Jill discussed why customer data—its quality, its integration, and its deployment to diverse lines of business—have transcended IT and hit the radar of business executives. Next, three organizations presented case studies on their initiatives around customer or citizen data. CIO Hank Weigle, Nell Williams, and Padmanabh Yardi provided three perspectives on Ritz-Carlton’s customer-oriented business efforts, and the way in which customer data support those efforts. Anne Marie Reynolds, Director of Data Warehousing for Continental Airlines, presented her company’s award-winning real-time business intelligence program. Joel R. Smith, Assistant Deputy Director, Customer Relationship Directorate, SI, NSA (Invited), presented a public sector perspective on efforts involving customer data.

We concluded with a panel discussion comparing and contrasting the experiences of the three case studies.

Jill Dyché, Partner Baseline Consulting
Henry (Hank) A. Weigle, Senior Vice President and Chief Information Officer, The Ritz-Carlton Hotel Company, L.L.C.
Anne Marie Reynolds, EDW Technical Manager, Continental Airlines 
Presentations & Handouts