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Speaker's Presentations/Videos/Picture Gallery

Keynote - Customer Engagement: meeting the mobile and social challenge 
 
Richard Sedley begins our day by looking at how social media and mobile became such important channels for customer engagement. He will address some of the key issues facing organisations who wish to maximise their use of these channels and through examples will illustrate pitfalls and best practice. Finally he will set up the rest of the day by introducing his vision for where these channels are leading us in the next 3-5 years

Richard Sedley, Commercial Director, Foviance, Course Director for Social Media at Chartered Institute of Marketing

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Improving Business Performance with LinkedIn
 
In this session, LinkedIn’s Wade Burgess will discuss the concept of leveraging the social capital within your organisation to become more productive and successful.  In a holistic approach to customer, partner, and peer interaction Burgess demonstrates how to cut across silos using social and mobile platforms.   Learn how to get ahead of the curve by developing your professional profile of record, integrating with multiple platforms, and creating a corporate presence on the world’s largest professional network.

Wade Burgess, Director, LinkedIn  

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Building Emotional Customer Connections
 
Creating an engaged and loyal customer base requires doing the basics well and establishing an emotional bond between customers and your brand. Peter will discuss how some companies have accomplished this to create a nearly unassailable competitive advantage and the sequence of steps companies need to take to engage their customers.

Peter Flade -  Senior Managing Partner, Gallup Consulting

Social Media – the New Channel of Customer Service
 
The exponential growth of social media is set to have a profound impact on customer service.  It provides an incredible opportunity to get closer to your customers.  But it’s also a place where negative issues can quickly escalate. With so many people using it either to recommend a  company, or vent their frustrations, companies are now having to seriously address social media as a new channel of customer service.  Eptica will show you how to seize the opportunity of the social web to listen, respond and seamlessly integrate social media enquiries into your customer service environment.
You’ll learn:
• How to integrate social media enquiries into your existing multichannel environment
• The different strategies you can use for delivering service via Facebook
• How to manage and diffuse negative issues before they multiply in number
• And how customer service staff can work with other social media stakeholders to engage with customers

Paul Barnes, Managing Director, Eptica UK

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Case Study: How Nectar is driving mobile customer engagement
 
An overview of how Nectar has embraced mobile as a key channel to drive customer engagement for its major brand partners including Sainsbury’s

William Shuckburgh, Director, Nectar 

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How social media is changing the ‘what’ to the ‘who’ 

In this session Jon will look at the power of advocacy and how organisations can understand and fulfil their potential. He will examine the way organisations interface with Facebook and their customers and some of the challenges they face. He will also offer a deeper insight to Facebook’s new mobile platform launch.

Jon Harvey, Facebook  

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Mobile & Social Media: Observations Past, Present & Future
 
Hugh Griffiths, Director, Digital Potential, Former Director of Mobile at Microsoft and VP at O2
 

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Steve Hurst, Customer Engagement Club, Editorial Director & Directors Forum Chairman

Chairmans Report

Picture Gallery

Programme

To contact a speaker please email chris@ictcomms.com

• Social Media and Mobile Engagement: 3^rd March,Gallup Centre, London
• B2B Customer Engagement: 11^th May, Gallup Conference Centre, London REGISTER
• Multichannel Customer Engagement: 29^th June, Gallup Centre, London REGISTER
• Technology Solutions for Customer Engagement: 5^th October Gallup Centre, London
• Online Customer Engagement, November, Gallup Centre, London
• Employee Engagement and Customer Engagement: December, Gallup Centre, London
• Social Engagement, details to be confirmed
• Customer Engagement in Financial Services, details to be confirmed