Leveraging the Value of Customer Data ∞ March 16, 2007

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.


Jill Dyché is responsible for establishing client delivery strategies at Baseline Consulting, a technology and management consulting firm specializing in data integration and business analytics. Jill has helped companies like Verizon, American Express, Charles Schwab, and Microsoft develop their customer information strategies. As a frequent lecturer and writer on the business value of technology, Jill is a featured speaker at industry conferences including the AMA, The Data Warehousing Institute, the Data Administration Management Association (DAMA), The CRM Association, as well as numerous client and vendor events. She serves as a judge for several high-profile IT best practice awards and her work has been featured in the Wall Street Journal, The Chicago Tribune, CIO Magazine, Intelligent Enterprise, and Computerworld. She is the author of e-Data: Turning Data into Information with Data Warehousing (Addison Wesley, 2000) and the CRM bestseller, The CRM Handbook: A Business Guide to Customer Relationship Management (Addison Wesley, 2002) . Her most recent book, Customer Data Integration: Reaching a Single Version of the Truth (Wiley, 2006) was co-authored with Evan Levy.

Henry (Hank) A. Weigle has been Senior Vice President Chief Information Officer for Ritz-Carlton since 2003. In addition, he has been the Senior Vice President, Information Resources Global Filed Services since October 1998 providing support for all internationally located Renaissance, JW Marriott, Marriott, Courtyard, and field offices of Marriott International. He was Senior Vice President and CIO of Marriott Distribution Services from June 1993 to October 1998 and Vice President Reservation Systems from November 1987 to June 1993. He joined Marriott International in 1984. Prior to joining Marriott International in 1984, he worked for the National Railroad Passenger Corporation, Amtrak. He is married, Martha, and has two children, Andrew, 25, and Meghan, 20.

Anne Marie Reynolds, EDW Technical Manager, Continental Airlines

Continental Airlines Flies High with Real-Time Business Intelligence