Moving Beyond Engagement: Building Valuable Customer Relationships through Social Media
SCRM13 is a compelling two-day conference and workshop that highlights the latest thinking and practice in social customer engagement. This year we’re exploring how brands are moving beyond mere engagement, towards sustaining genuine customer relationships.
With a blend of brand speakers from eBay, Sony, Nokia, EE, IBM and BSkyB, plus industry thought-leaders and commentators, Social CRM 2013 is the ideal place to soak up insights and rethink your assumptions. Join us!
Day One – 8th July, 9am to 5pm – Hallam Conference Centre
An intensive one-day workshop, covering social CRM strategy, customer listening and engagement and social customer service, including policies, practices, tools and processes. Each delegate will leave with a completed framework to take them to the next level in Social CRM and customer engagement.
Day Two – 9th July, 9am to 5pm – Cavendish Conference Centre
Following it’s success in London, New York, Paris, Frankfurt and Brussels, in 2011/12 this popular conference returns to London. Featuring some of Europe’s biggest brands and combining a series of insightful presentations with expert panels and interactive Q&A, SCRM13 offers a hugely valuable day out of the office.
Topics we will cover include
- From Social CRM to Social Business
- How Organisations are Managing Social Customer Engagement
- Integrating Social Customer Service, Marketing and Communications
- Brand Case Studies: Social CRM in Action
- Measuring the Value of Social CRM
- Beyond Big Data: The Long Road to Genuine Social Business
- Leveraging Customer Communities
- Delivering End-to-End Social Customer Service
- Panel Discussion and Q&A
Venue – 8th July – Workshop
Day one, our workshop, will be held at the Hallam Conference Centre, a Grade II listed building formerly the General Medical Council’s headquarters. The workshop will be held in the Baker Suite – there will be plenty of refreshments through the day and we’ll stop for lunch. WiFi is available, please bring a long a tablet or laptop to take part in the practical sessions.
Hallam Conference Centre
44 Hallam Street, London, W1W 6JJ
Tube: Oxford Circus
Venue – 9th July – Conference
Day two , the conference, of Social CRM London will be held at the Cavendish Conference Centre. A purpose built venue with an impressive auditorium, super fast wifi, and (importantly!) plug sockets on each row. Meet our exhibitors, networking and grab a bite to eat in the adjoining room. Breakfast, refreshments and a delicious lunch are served during the day to keep you fuelled.
Cavendish Conference Centre
22 Duchess Mews, London, W1G 9DT
Tube: Oxford Circus
Conference Programme - 9th July
See what's in store, here is our full programme for the Conference (9th). To read more about our speakers click here.
Time Topic & Summary Speaker 8.30 – 9.30 Registration & Coffee 9.30 – 9.35 Welcome & Introduction
- Luke Brynley-Jones, CEO, Our Social Times
9.35 – 10.00 Social Business: so much more than social media. Social business means more than being on Facebook and Twitter and operating an internal social network. Here's the question: do you help all the individuals associated with your organisation to build richer, more productive relationships with each other, coalescing by need and desire, knowledge and capability, shared values and shared value, or don't you? In this session, Philip discusses aspects of organisational design, business performance management, marketing, public relations, branding and the imminent empowerment of the individuals that make up organisations.
- Philip Sheldrake, Managing Director, Euler Partners
10.00 – 10.30 Bringing Social to the Heart of the Business. In this session Ben Kay will talk about how EE launched, with an ambition to have social at the heart of the business. He’ll talk through how they have taken practical steps to bring social and the real-time insight it can deliver to the heart of the organisation to deliver business benefit.
- Ben Kay, Head of Digital Strategy & Adoption, EE
10.30 – 11.00 Looking beyond Social Data to Social Business. The plethora of social platforms curating data are creating siloed views of customer conversations requiring a new approach to engaging with customers and communities. Combine this with a series of trends relating to the development of the social web and you could be forgiven for believing the future of engagement is in the hands of the data scientists. In her session Jacqui will explain the trends that are emerging across many verticals which will influence the way organisations operate and change the way we use all data, not just social data. This session will also explain why you don’t need to be a data “expert” to take advantage of this new opportunity.
- Jacqui Taylor, Managing Director, FlyingBinary
11.00 – 11.05 Moving Beyond Engagement
- Marc Smeed, Head of Sales & Marketing, Sentiment
11.05 – 11.35 Coffee Break 11.35 – 12.05 Social Customer Service: Why it's Essential and Who's Doing it Well. Many of the pin-up brands of social media achieved their success only after experiencing online crises that effective customer service could have prevented. In this session Martin will cite examples of good practice in social customer service - on Facebook, in peer-to-peer communities and in multi-channel environments. He will also make the case for social customer service as a catalyst for change.
- Martin Hill-Wilson, Brainfood Consulting
12.00 – 12.50 Panel: Building Sustainable Relationships through Social. While social media engagement can be good for marketing, forward-thinking brands are taking the long view and seeking to build genuine, sustainable, relationships with their customers. How are they doing this? Who’s doing it well? And do customers even want real relationships? Our panel will challenge the assumptions that many social media strategies are based on.
- Luke Brynley Jones, Our Social Times (Host)
- Leon Chaddock, CEO, Sentiment Metrics
- Ben Kay, EE
- Martin Hill Wilson, Brainfood Training
- Prelini Udayan-Chiechi, Director EMEA Marketing, Lithium
12.50 – 12.55 How Marketing needs to Work with Customer Care to overcome Social Media Riots
- Vit Horky, CEO, Brand Embassy
12.55 – 13.55 Lunch 13.55 – 14.25 Managing relationships with Brand Fans and Superfans. A fascinating look at how Sony are focusing on enabling help from community members as an efficient form of customer service, and how to manage and reward super users to ensure their loyalty and ongoing engagement.
- Nico Henderijckx, European Forum & Community Manager, Sony Europe
14.25 – 14.55 Creating a Social Business: NOW TV Case Study. NOW TV, Sky’s live-streaming online TV venture, was developed around a social business model that put social media engagement at the heart of its operations. Soon after the platform launched, the team charged with delivering this vision experienced major challenges, from a need for new skills to organisational structure and culture change. Bian Salins explains how they evolved and prevailed.
- Bian Salins, Head of Social, NOW TV
14.55 – 15.10 Love it or Hate It - a Social CRM Masterclass. Tom talks through how the agency built up an sCRM program for the illustrious, mysterious and powerful Marmarati, for Unilever's Marmite.
- Tom Ollerton, Marketing Director, We are Social
15.10 – 15.40 Coffee Break 15.40 – 16.30 Panel: Breaking down the ‘Social Façade’ between Internal and External Media. Many brands have a successful presence on social networks, highly engaged customer support communities and active Enterprise Social Networks (ESNs) - yet these communities rarely cross-pollinate and interact. Is this desirable? What efficiencies could be gained?
- Guy Stephens, Managing Consultant - Social Business IBM (Host)
- Naomi Trickey, EMEA Sales Director, Brandwatch
- Thomas Messett, Head of Digital Marketing & Advocacy, Nokia
- Matthew Brazil, COO, Conversocial
16.30 – 17.00 Improving the Customer Experience with each Social Interaction. In this session Ronan will demonstrate the eBay approach to social customer services and social CRM, what his team are doing to improve the customer experience by focusing on delivering excellent service and building customer relationships through dialogue and engagement. He will also explain how eBay uses this to deliver insight-based improvements for it's customers.
- Ronan Gillen, EU Complaints, Community & Social CS Manager, eBay
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Head of Digital Strategy & Adoption
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.
Head of Digital Marketing and Advocacy
Thomas Messett is a digital native who has spent the last three years helping brands explore the world of social media. He has looked after varied communities for clients including Comic Relief and Mars. Tom is currently leading European digital marketing and advocacy at Nokia and working on exciting projects and campaign planning for new products all with social media at the core.
European Forum & Community Manager
Nico was responsible for the creation, the launch and the roll-out of the European Forum and Community within the European region for Sony Consumer Marketing Europe, he now manages this community and their ongoing engagement.
Head of Social
A respected social media speaker and practitioner, Bian has worked in social media since 2008. A former journalist with ELLE Magazine (India) and the Times Education Supplement, she was previously Head of Social Media Innovation at BT and currently heads up social media for BSkyB’s new offering, NOW TV.
EU Complaints, Community & Social CS 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.
Managing Consultant - Social Business / Customer Care
Guy has 14 years experience in digital, the last six focusing on social. Prior to IBM, Guy worked at Capgemini and before this was industry-side at The Carphone Warehouse and Mars, Inc. With Guy, The Carphone Warehouse set up in social customer service in 2008. He was described by Dr Dave Chaffey as 'one of the world's leading thinkers' in this space, and as an 'early adopter' by Business Week. He now works with a range of organisations helping them navigate through their social business/social customer care journey.
An appointment to the Cabinet Office as an Open Data domain expert recognised Jacqui as a web scientist of influence in the era of ‘Big Data’. Jacqui trains advanced analysts on the science of data visualisation, is a regular speaker on cloud adoption, big data, smarter analytics and profiting from the Web.
We Are Social
Tom’s career in digital has taken him from mobile marketing through digital and now social. He is marketing director at global agency, We Are Social. A strong and respected digital all-rounder, Tom drives marketing at the agency which counts brands such as adidas, Heinz, Unilever, Heineken, Hunter, eBay, Jaguar, Intel, Moët & Chandon.
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.
Philip is managing partner at Euler Partners as well as chair of the CIPR Measurement & Evaluation Group - his expertise spans business strategy, social business, engineering, IT and web strategy and social web analytics. He is is author of new book 'Attenzi, A Social Business Story' and has contributed to books by CIPR and CIM.
Leon is one of the pioneers of the social media analytics and analytics field. He has been working in this area since 2004, pre-dating both Twitter and Facebook. His current company, Sentiment Metrics, works with over 400 clients globally, including some of the world's leading banks.
In 2011, Vit co-founded Brand Embassy when he turned 25 due to his frustration with the agency world. Brand Embassy, a next-level social media customer care platform provider, is a London-based global tech startup reaching 50% m-to-m growth with operations in EU, UK, USA, LatAm and Australia.
EMEA Sales Director
Naomi Trickey is Brandwatch's EMEA Sales Director. She has worked for a variety of companies in the digital sector in a variety of roles. These include senior product manager for the BBC News website, digital consultant to the Department for Education and Business Development for various web companies both in the UK and internationally.
Matthew is COO EMEA for Conversocial. Previously, Matthew founded 6Consulting, a social media monitoring company which was acquired by Radian6 Technologies in 2011, where he took on responsibility for Business Development for the social monitoring giant. Having worked with some of the world's leading brands to develop Social CRM and customer service strategies, Matthew brings extensive experience of making social communication work for real business objectives.
Our Social Times
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.
Brand Embassy is a next-level customer service platform. It’s like a call center, but on social media. The platform is used by large brands including Vodafone, O2, T-Mobile, General Motors, ING and others. With operations in Europe, North America USA, Australia and Latin America was recently awarded by Red Herring Europe 2013 for the most innovative companies. The company has 20+ employees and one big vision of becoming the global industry expert on Social Care.
Brandwatch is one of the world’s leading tools for monitoring and analysing social media. Launched in August 2007 and now in version 6, Brandwatch is used by brands and agencies around the world to monitor, capture and analyse social media conversations. Brandwatch has headquarters in Brighton, and additional offices in Stuttgart, Germany, and New York, USA.
Sentiment Metrics is an enterprise grade social media monitoring and social customer service tool. Founded in 2005, Sentiment Metrics monitoring tools allow you to monitor and measure social media to gain actionable business intelligence, allowing you to understand how people view your brands and products, identify influencers and engage in the right way.
Lithium helps companies unlock the passion of their customers. Lithium software powers amazing Social Customer Experiences for more than 400 iconic brands including AT&T, BT, Sephora, and Telstra. Lithium helps companies grow brand advocacy, drive sales, reduce costs and accelerate innovation to create social communities that redefine the customer experience.
Conversocial is Social Customer Service software built for scale. The cloud-based platform combines intelligent prioritization with team management and real-time analysis, to enable team companies to quickly and efficiently engage in conversation with their customers. Customers including Hertz, Tesco, Marks & Spencer, River Island, Barclaycard and more have managed over 300 million customer conversations through Conversocial’s intuitive platform.
Our passion is helping marketers and business managers get more from digital marketing – to make the most of the great opportunities and avoid wasting time and money. We share Actionable Marketing Advice, edited by Dr Dave Chaffey, to help grow your business and your personal marketing skills. Our Expert members, based in more than 50 countries, use our advice to improve the results for their businesses or their clients.
Liberate Media blends online PR with offline PR expertise to form a uniquely positioned social media agency. We bring together senior experts in PR, journalism, social media and web development, from a variety of industry sectors. Our consultants are experienced at helping brands to reach and connect with their audiences through a creative fusion of traditional and social media PR techniques.
The UK Marketing Network is an interactive LinkedIn Group and online forum for marketing professionals. Members can network, share ideas, monitor trends and post and comment on industry related discussions. They also run a series of digital marketing events, On The Edge Digital, in cities around the UK.
The Chinwag community is a focal point for digital media practitioners in the UK and beyond. They aggregate expertise, fact and opinion, and act as a connecting rod for ideas and talent across the digital sector. You can find a great new job in digital at Chinwag Jobs.
Tickets can be booked online using a credit or debit card via PayPal, or invoiced (payment due in advance).
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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 2 days or single days.
- Buffet lunch
- Printed handout
- Exhibitor area (Conference, 9th July)
- Slides will be available after each event
Workshop Programme - 8th July
An intensive one-day workshop with Martin Hill-Wilson, covering social CRM strategy, customer listening and engagement and social customer service, including policies, practices, tools and processes.
8.30 Arrival, Tea, Coffee
9.00 Welcome & Introduction
9.05 - Session One
- The challenges of developing social strategies - the need for One Agenda
- Marketing & social strategy - moving beyond engagement
- Customer & social strategy - moving beyond case resolution
11.00 Coffee Break
11.15 Session Two
- The core competencies - towards a unified perspective
- The start point - a unified approach to social monitoring and responsiveness
- The state of readiness - the unified fire drill for when it goes wrong
14.00 Session Three
- Channel mix - from monitoring to customer journeys into channel strategy
- Examples of best practice - cross channel, interaction styles, maximising channel strengths, infrastrucuture implications
- Social data - an opportunity for personalised experience or an invasion of privacy?
15.30 Coffee Break
15.45 Session Four
Performance - meeting customer expectations
Getting smarter - avoiding brand corrosion, mastering the feedback and improvement loop