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The UK's Leading Social Customer Engagement Conference

The Social Customer 2012 is part of a unique series of conferences that Our Social Times is hosting this year in London, Paris, Frankfurt and Brussels, exploring how social media is reshaping the relationship between customers and organisations.

Featuring expert keynotes, brand case studies and Q&A sessions, #SCRM12 offers invaluable insights into the future of customer service and social media marketing. It will also highlight innovative customer engagement and social CRM strategies and techniques.

Book your ticket here.       View the full programme here

Programme Highlights
  • The Future of Social Customer Care
    Frank Eliason - SVP Social Media, Citibank

    Frank Eliason is a genuine pioneer of social CRM and customer engagement. As the voice behind @ComcastCares he successfully demonstrated that social media could enable a large corporation to build genuine relationships with their customers. At Citi he says he is focused on "building a lifetime of trust" between the bank and its customers. In this live video presentation Frank offers his insights into how large organisations should approach social customer engagement.
  • Panel Discussion: Measuring the Value and Effectiveness of Customer Communities
    Moderator - Luke Brynley-Jones (Our Social Times), Bian Salins (Head of Social Media Innovation, BT Customer Service), Vincent Boon (Community Manager, GiffGaff/Telefonica), Guy Stephens (Cap Gemini)

    Customers are increasingly being asked to resolve their problems through interaction in communities, but do these really work? How can companies measure the effectiveness of their customer communities and what techniques can be used to ensure that knowledge is effectively shared and stored, that problems are resolved and that customer satisfaction levels are maintained?
  • The Rise of the Social Customer
    Guy Stephens - Technology Consultant, CapGemini

    In his introductory presentation, Guy Stephens explains how social media has been adopted by consumers and how this is changing their relationship with companies. Citing examples of how businesses are changing and adapting their internal structures and processes to enhance their services and meet customer expectations, he will set out some of the key questions facing businesses today.
  • British Gas Case Study: Implementing a Cohesive Strategy for Customer Engagement
    Laura Price - Social Media Manager, British Gas & Lloyd Salmons - Managing Director, Outside Line

    In this co-presented session British Gas and agency, Outside Line, explain how they employ social media to generate conversation and social currency around their brand. They demonstrate how they brought together different platforms and teams to create one cohesive strategy, how they have tackled internal and external challenges, and how they use social media to try to mitigate negative sentiment, so prominent in the energy industry.
  • How Marketing & Customer Service Can Work Together
    Martin Hill-Wilson - Director, Brainfood Consulting

    Are we finally over the bad old days of over promising and under servicing customers? When Marketing and Customer Service fail in this way, the value of customer engagement is lost. Why do we manage these two closely aligned activities separately? What does effective collaboration look like? And, can it really happen? This is a provocative exploration of a relationship between two culturally diverse teams that social strategy suggests need to work together. Be prepared to have your assumptions challenged!
  • Panel Discussion: Who Should "Own" Social?
    Martin Hill-Wilson (Director, Brainfood Consulting), Ben Kay (Head of Digital Strategy & Adoption, Everything Everywhere), Katy Howell (Managing Director, Immediate Future).

    In most organisations, Marketing has led the way in social media adoption and usage. Some would say, though, that "social" is more attuned to the goals of Customer Services - in which a focus on generating trust and delivering value is not polluted by a requirement to generate leads. Hear some of the UK's leading Marketing and Customer Services practitioners debate who should own social.
  • Integrating Social Media into Traditional Customer Services
    Carolyn Blunt - People Development Consultant, Real Results

    So how did we get here? Hear Carolyn Blunt explain how customer services has been organised, trained and managed for the past 10 years and how social media is starting to impact on it. She will explore what this shift means and what can be done to stay ahead of the curve, to maintain and improve the customer experience and to keep staff working confidently and efficiently.
Event Information
  • Tickets can only be booked online using a credit or debit card. You don't need a Paypal or Google Checkout account. Having problems paying? Click here.
  • Ticket Terms
    • A limited number of Early Bird tickets are available.
    • Tickets are non-refundable and non-transferable
    • Contact us for reductions on group bookings (5+)
    • View our full Terms and Conditions
  • What's included with the ticket?
    • A one-day conference
    • Refreshments
    • Buffet lunch
    • Printed handout
  • Who's coming?
    • Customer Care Directors & Managers
    • Marketing & Social Media Managers
    • CRM / Customer Relationship Executives
  • Opportunities
Media Partners is the leading online community for CRM professionals in the UK, serving over 90,000 members with a wealth of breaking news, features, research and analysis, and forums; covering key topics including: Customer Intelligence; Customer communication; and Customer service and experience. Register FREE at
Call Centre Helper is the UK's most popular call centre magazine. Articles focus on management, technology and call centre life as well as over 200 call centre management jobs. For free subscription, visit
The Welsh Contact Centre Forum (WCCF) is a high-value Employers' Forum for 160+ Welsh contact centres, providing strategic direction and offering our members four forum seminars a year, networking opportunities, a members' website and our flagship event, the Annual Welsh Contact Awards.
Liberate Media is an integrated communications agency formed in 2006. We understand social media and are fusing it with traditional PR techniques to help a wide range of businesses implement a truly connected online and offline communications strategy.
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Silver Sponsors
Markmesuite KANA KANA
Frank Eliason
SVP of Social Media,

Formerly known as the voice behind @ComcastCares, Frank is genuine pioneer of social CRM and customer engagement. At Citibank he is focused on building a lifetime of trust between the bank and its customers. Frank is a Director of the CBBB and on the board of SOCAP. (Frank will be speaking live via video).

Laura Price
Social Media Manager,
British Gas

Laura heads up social media at British Gas. She coordinates the strategy for customer service, manages their social networking profiles and is promoting a converged social approach throughout the business. She was formerly Social Media Manager at Honda Europe.

Bian Salins
Head of Social Media Innovation,
BT Customer Service

Bian sets the strategy for and manages BT's social media channels for customer service, branded as BTCare. Having started her career as a reporter for, Bian has spent the last 10 years at BT taking senior roles within BT Tradespace and BT Business.

Ben Kay
Head of Digital Strategy & Adoption,
Everything Everywhere

Ben has been in the telecoms industry for over 10 years, with a breadth of experience ranging from B2B / B2C marketing to Customer Experience and online customer service. He is currently spearheading Everything Everywhere's use of social media for customer service.

Aaron Stewart
Product Marketing Manager,

Aaron is responsible for the strategic marketing of KANA's social listening and engagement solution. Having previously worked at Overtone the social listening company acquired by KANA in April 2011, Aaron has significant experience in working with text analytics and natural language processing solutions for unstructured customer feedback and social media.

David Hughes
User Experience Affliate Expedia Network

A highly experienced Director of User Experience responsible for creating market leading online and digital experiences for global brands Psion, 3Com, American Express, Vodafone, Barclaycard and Expedia. Instrumental in driving Barclaycard's adoption of social media.

Guy Stephens
Technology Consultant,

Guy was formerly Customer Knowledge Manager at The Carphone Warehouse where he set up the use of social media within customer service in 2008. He is a member of the Founding Council for, an Expert Adviser for customer service for and has been described by Dr David Chaffey as one of the 'world's leading thinkers' on social customer services.

Julia Monro
Community Manager,
Marks and Spencer

Julia heads up community management for Marks and Spencer across key social networks, including Facebook and Twitter, where the UK's #3 brand (according to YouGov) has 560,000 Facebook fans and 72,000 Twitter followers.

Katy Howell
Managing Director,
Immediate Future

Katy is a recognised authority in social media. She speaks around the world at marketing and digital events and trains for the Institute of Direct Marketing and Chartered Institute of Marketing. Her clients include Sony Europe, BT, Diageo and HSBC.

Lloyd Salmons
Managing Director,
Outside Line

Lloyd is a founder of social agency Outside Line, working with clients from British Gas to Virgin Galactic. He is currently Chair of Social Media for the IAB and once developed an animated TV show called 'Empire Square' with Blur's drummer, Dave Rowntree.

Martin Hill-Wilson
Brainfood Consulting

Martin is a long-standing member of the UK customer service community. He has worked with brands such as Merchants, Dimension Data and Datapoint and is well known conference speaker, facilitator and blogger on best practice and next generation thinking. His current topics include social customer service and social business.

Carolyn Blunt
People Development Consultant,
Real Results

Carolyn Blunt is the founder of Real Results, an award-winning training consultancy delivering people development solutions in customer service and leadership, primarily to the contact centre industry. Carolyn writes for the Journal of Customer & Contact Centre Management and Call Centre Helper.

Vincent Boon
Head of Community,

Vincent is seen as one of the leading experts of community management and gamification in the world, with several case studies being written about his methodologies. He is also a frequent speaker and panellist in industry events and conferences.

Amanda Brown
Public Relations Manager,
First Direct

Amanda is head of PR at First Direct and has been responsible for spearheading a series of its innovative campaigns. In the last 3 years Amanda has developed and launched the bank's groundbreaking and award winning social media newsroom, which has now also been launched within HSBC, and starting the bank's move onto Twitter.

Nick Sharples
Corporate Communications Consultant,

Nick is a highly experienced global Corporate Communications Director who has 'owned' social media both at Sony and Belron International. He believes that PR, Marketing and Customer Services should be part of a wider 'social' Brand Guardianship strategy that reflects a multichannel approach to Marketing and stakeholder engagement.

Dominic Sparkes
CEO & Founder,
Tempero Social Media Management
@domsparkes / @temperoUK

Dominic runs Tempero, one of the world's longest running and largest social media management companies with clients such as the BBC, Sony, Activision and more. Previous to Tempero, Dominic was Head of Production at Granada Interactive and New Media Manager at EMI Records.

Richard McCrossan
Strategic Business Director,

As Strategic Business Director for Genesys EMEA, Richard now drives customer service strategies that encompass all contact channels, including social media, mobile, voice, web and more. An experienced blogger, consultant and speaker, Richard is a passionate evangelist for good customer experience.

Charlotte Garfield
Social Media Analyst,

Charlotte manages the Association of Chartered Certified Accountants global social media activity, focusing on the transition of the customer contact centre onto social platforms across the UK and the world. The ACCA is th global body for professional accountants.

Luke Brynley-Jones
Our Social Times

Luke Brynley-Jones is one of the UK's most experienced social media consultants. In the past 12 years he has helped brands such as Accenture, YMCA and Orange to develop effective social media strategies. He has trained over 4,000 marketing and PR professionals in social media marketing, monitoring and engagement. He writes the popular social media marketing blog, and hosts social media conferences in the UK, US and across Europe.