Our Social Times – Social Media Agency, Social Media Training


Social Customer Service Summit 2014

London, UK


13-14 May 2014

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    Hear from the leading industry practitioners

    Frank Eliason

    Ronan Gillen



    Delfin Vassallo

    Richard Atkinson

    citi bank






    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

    Why you need to attend

    Hear insights from 15+ global industry thought-leaders

    From 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 services

    Network with key brands and explore new, innovative services to improve your CRM

    Breakfast on arrival, a delicious lunch and all-day refreshments

    We 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 brands

    Our last event was attended over 100+ of the UK’s leading brands, agencies and media.

    Wind down with post-event drinks and evening networking

    After 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

    River Room, Millbank Tower London


    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

    Quo Vadis, London


    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.



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    “If you want to hear something new, from people who understand social media, spend a day here”.

    Mat Morrison,
    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

  • Maria McCann

    Customer Experience Leader
    JoJo Ventures

    Maria McCann

    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.

    Ronan Gillen

    Community & Social Customer Service Manager

    Ronan Gillen

    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 Hill-Wilson

    Author of Delivering Effective Social Customer Service


    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

    Real Results Training


    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 Brynley-Jones

    Our Social Times

    Luke Brynley-Jones

    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.

  • SMM2013 - IMG_0136

    14th October


    Conference Programme

    A fast-paced conference featuring a fantastic line-up of leading brands, practitioners, authors and thought-leaders.

    The full programme is in progress and will be published very soon

    Topics will include:

    • How to integrate social media with other support channels
    • How to provide social customer service in a highly regulated industry
    • How to develop an international social customer service strategy
    • How to build a first class social customer service team
    • How to build a world-class customer support community
    • Best practice customer service on Facebook
    • Best practice customer service on Twitter
    • How to measure and evaluate social customer service
  • SMM2013 - IMG_0625

    15th October


    Workshop Programme

    A carefully structured training workshop, led by Martin Hill-Wilson, designed for those who want to go into more detail and come away with a personalised social customer service strategy for their business.


    Introductions & Agenda

    9.45am – 11.00am

    Topic One

    To be announced

    11.00am – 11.30am

    Break & Networking

    11.30am – 12.45pm

    Topic Two

    To be announced

    12.45pm – 1.45pm


    1.45pm – 3.00pm

    Topic Three

    To be announced

    3.00pm – 3.30pm

    Break & Networking

    3.30pm – 4.45pm

    Topic Four

    To be announced


  • A fast-paced conference featuring a fantastic line-up of leading brands, practitioners, authors and thought-leaders.


    Director\'s Lounge, Millbank Tower
    21 - 24 Millbank
    London, SW1P 4QP

    Tube: Pimlico


    To be announced


    Liberate Media is a new breed of PR agency. We understand social media and are fusing it with traditional PR techniques to help a wide range of brands and businesses implement a truly connected online and offline communications strategy.


    To be announced

  • Book your ticket online here - using a credit or debit card via PayPal. You don't need an account to use PayPal  - just enter your card details on the login page.

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    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?

    • Workshop and Conference - each 1 day in London. Tickets available for two days or single days.
    • Refreshments
    • Buffet lunch
    • Printed handout
    • Exhibitor area (Conference, 14th October)
    • Slides will be available after each event