Topics we’ll be exploring include:
Defining your Social Customer Service Strategy
Creating a Multi-channel Social Service Strategy
Integrating Social Media into the Contact Centre
Facebook for Customer Service
Providing Customer Care on Twitter
Customer Service on Niche Social Networks
How to Identify, Motivate and Reward Advocates
Agents or Community Managers?
Metrics for Success in Social Customer Service.
Creating a Successful Peer-to-peer Support Community
Hear insights from 15+ global industry thought-leadersFrom contact centre pioneers to authors and the best known customer service agent on Twitter, we have them all.
Enjoy the Exhibition Area, featuring a range of social customer service solutions and servicesNetwork with key brands and explore new, innovative services to improve your CRM
Breakfast on arrival, a delicious lunch and all-day refreshmentsWe know it will be an early start – but don’t worry, we’ve got a first-class menu lined up with lots of tea and coffee too.
Receive a free copy of the social customer service ‘bible’, ‘Delivering Effective Social Customer Service’.This excellent book, by Martin Hill-Wilson and Carolyn Blunt, is required reading, especially if you’re attending the workshop on 14th.
Exclusive networking with industry leaders and brandsOur last event was attended over 100+ of the UK’s leading brands, agencies and media.
Wind down with post-event drinks and evening networkingAfter the discussion, the real business starts. Stay for a glass of wine or a few beers and enjoy the view of the Thames.
13th May – Conference
Taking place in Millbank Tower, with views over the Thames, the conference starts at 9am and wraps up at 4.30pm, the day includes breakfast on arrival, refreshments and a hot lunch, plus of course, unrivalled networking opportunities.
14 May – Workshop
Taking place at Quo Vadis, near London Bridge, this exclusive workshop will focus on understanding the key strategic issues involved in successful social customer service delivery. Hosted by author and industry veteran, Martin Hill-Wilson, the day starts at 9am and wraps up at 4.30pm.
“If you want to hear something new, from people who understand social media, spend a day here”.
Social Media Strategy Director, StarCom Mediavest Group
“Fantastic event that really got me thinking about strategy. Excellent variety of speakers. A great learning experience”.
Customer Service Manager, EMEA
Director of Customer Support Operations, Social Media & Self Serve
Chris currently runs customer support for Microsoft Mobile (formerly Nokia). He also has direct responsibility for the Social media and Digital customer support where he has spent most of his career to date. Chris’ experience in the customer support arena is interesting because he has been in a unique position to inject Digital and Social ways of thinking and acting into an otherwise “old school” organization, providing a quantum shift in support delivery.
Sharon has over 15 years’ experience in digital customer service; having joined the original internet bank Egg just before launch and subsequently managed its customer website presence; introducing one of the earliest comprehensive content management systems. She also pioneered online collections at the bank, before amalgamating the digital and contact centre operations. At Sky, she is responsible for online and all digital service content; as well as managing assisted service channels including Live Chat, automated IVR, Knowledge Management, Interactive TV, email and, of course, Social Media and Community; in which she has established one of the most respected customer service operations in the UK.
Having worked across the telecoms industry for over 15 years, across a range from disciplines, Ben has in more recent years led the strategic use of digital technology in one of UK’s biggest telecommunications company. Leading both the strategy and operational implementation of social business, orchestrating the social customer experience across three brands, Ben brought the organisation together in the pursuit of a common social ambition. By putting real-time social data and insight at the heart of the organisation, Ben has enabled faster, better decision making, and delivery of a marketing leading customer experience.
Maria is a customer engagement practitioner. Her experience revolves around creating and leading customer service and experience offerings for brands in hyper change or growth, such as Spotify and ASOS where Maria set up both their social customer service operations.
Her approach to customer engagement blends the principles of Omotenashi, the Japanese art of hospitality and the practices of high performing tech and gaming companies.
Head of Multi Channel Strategy
Direct Line Group
Clare is responsible for Multi Channel Strategy at DLG working across Telephony, Service and Digital channels to ensure we create a multi channel view of customer interactions. This involves deriving choice for customers' such as 'Social Media' and 'Servicing On Line' to improve the customer experience.
Martin is a long-standing member of the UK customer engagement community. He has worked with brands such as Spotify, BSkyB, NewVoiceMedia and Nexidia and is a well known keynote speaker, facilitator, author and blogger. His current programme of masterclasses and consulting assignments include social customer service and social business.
Luke is the Founder & CEO of Our Social Times, one of the UK’s best known social media agencies, whose clients include The Telegraph Media Group, Orange Business Services, Blue Square and BAT. Having worked with global brands, celebrities, start-ups and SMEs, Luke speaks with wit and insight about how social media is changing the world of business.
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- 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
- Workshop and Conference - each 1 day in London. Tickets available for two days or single days.
- Buffet lunch
- Printed handout
- Exhibitor area (Conference, 14th October)
- Slides will be available after each event