Experian

The Sixth Annual ISB ConferenceCustomer Focused DeliveryExperian’s Approach: 

The Sixth Annual ISB Conference Customer Focused Delivery Experian’s Approach Terence Sandiford and Peter Cummings

Agenda: 

Agenda Who we are and what we do Understanding Customers Customer Focused Service Interaction A Brave New World? Hopefully!

Slide3: 

We Know About Consumers

Slide4: 

We Know About Businesses

We Understand their Behaviours and Needs: 

We Understand their Behaviours and Needs Demographic Classifications Propensities Geographies Visualisation

GB Mosaic: 

GB Mosaic Most widely used segmentation system Over 1 billion people classified World-wide Postcode and household level classification Groups people based on common characteristics Profiles Customers Predicts the future based on past events

Analytical Blueprint: 

Analytical Blueprint

Application of Quantitative Measures: 

Application of Quantitative Measures

Visual Interpretation Macro: 

Visual Interpretation Macro

Visual Interpretation - Micro: 

Visual Interpretation - Micro

Integrating Client Data: 

Integrating Client Data

Integrating Client Data: 

Integrating Client Data

Customer Focused ServiceInteraction: 

Customer Focused Service Interaction Targeting and Profiling of Citizens Effective Deployment of Resources Authentication Multi-channel Application Processing Rules Based Decision Support Data Cleansing and Integration On-line Fraud Prevention and Detection

Customer Focused ServiceInteraction: 

Targeting Citizens Maximising Relationships Managing Accounts Processing Registration and Applications Continuous Monitoring Constant Review Economic Analysis Profiling andamp; Segmentation Residency Checking Operational Systems Housing Benefits Social Services Council Tax Portrait CIM E-Contact Segmentation andamp; Profiling Personalisation Targeting Campaign Management Decision Support Authentication Application Processing Rules Based Decisions Customer Data Integration Fraud Management Gateway Environment Channels Letters E-mail WAP/ SMS Kiosk Internet Contact Centre One stop shop Channels Letters E-mail WAP/ SMS Kiosk Internet Contact Centre One stop shop Customer Focused Service Interaction

Public Sector Clients: 

Public Sector Clients ﴀ Major govt. departments, e.g: County, borough and city councils, e.g: Regional govt. offices, e.g: Development agencies, e.g: NTOs, LSCs andamp; SSCs, e.g: Other major organisations, e.g:

A Brave New World? - Hopefully!: 

A Brave New World? - Hopefully! ISB and e-funding an opportunity Do we really understand the art of the possible? Appreciation of data value Citizen at the heart of the process Outlook is good