The UK's Leading Social Customer Engagement Conference

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 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 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 Rediff.com, Bian has spent the last 10 years at BT taking senior roles within BT Tradespace and BT Business.

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 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.

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 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 BestServiceOne.com, an Expert Adviser for customer service for Focus.com and has been described by Dr David Chaffey as one of the 'world's leading thinkers' on social customer services.

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 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 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 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 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 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 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 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 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.

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 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 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, oursocialtimes.com and hosts social media conferences in the UK, US and across Europe.

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