9:00     

Registration and Coffee 

9.30

Welcome:

James  Rapinac, Gallup, Steve Hurst, Customer Engagement Club

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

10:15

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  

10:55 

Coffee 

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

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

12:35 

Lunch 

Panel Debate: How Social Media can drive business performance and improve customer engagement

Panel members: Peter Flade, Richard Sedley ,Steve Hurst, Wade Burgess, Paul Barnes 

15:20 

Coffee 

• Re building the web around people – how the internet is changing from the what to the who
• Facebook pages and the power of advocacy – understanding your potential
• Facebook Mobile – Places and Deals – a deeper insight to Facebook’s latest mobile platform launch

 Jon Harvey, Head of Agency, Facebook  

16:20

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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DIRECTIONS & HOTELS

Agenda subject to change and alteration for circumstances beyond the control of the organiser