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
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.
Customer Experience Leader
Maria has led the customer service and experience strategy and operations for global organisations such as ASOS and Spotify. She has worked in the social CS space since launching ASOS’ social CS channel back in 2008 and Spotify's customer community in 2011. Maria is currently working with the Aurora Fashions group (Oasis, Warehouse and Coast) and Karen Millen to help them deliver an omni-channel service to their customers.
Community & Social Customer Service Manager
Ronan leads the EU Community and Social customer services teams at eBay and has been working on developing the company’s European social media customer service model since mid-2011. He also oversees the complaints handling teams across eBay's different European markets. Ronan has been a customer services leader for over 10 years.
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 founder of Real Results Training Consultancy and has worked in the contact centre industry since 2001. Carolyn and her team have expertly trained over 7,000 people in communication skills, customer service and contact centre leadership. In addition to designing engaging training solutions for clients, Carolyn is co-author of ‘Delivering Effective Social Customer Service.'
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.