| Time | Topic |
| 8.30am | Registration |
| 9.15 | Chair’s Welcome Martin Thomas, author of Crowd Surfing and Loose |
| 9.30 | Keynote: Making Social Part of your DNA - Transforming the customer experience from a historical view to a present and future view. - Transforming business capability by engagement with the customer. - The importance of good data and collaboration in this transformation - A future view of collaboration and the development of sustainable business. JP Rangaswami, Chief Scientist, Salesforce.com |
| 10.00 | How social media can be used internally to achieve an integrated workforce - Goal of driving productivity, growth and innovation through social media - The integrated workforce experience – how the individual becomes the centre of the information that surrounds them - An online workforce experience that intelligently connects people communities and information enabling them to effectively communicate and collaborate Emma Roffey, Communications and Digital Marketing Director, Cisco |
| 10.30 | Engaging your audience; building long term relationships with brand advocates for measurable success - Going beyond Facebook and Twitter to really get to the heart of engagement - Blogger outreach –daily efforts to build love for the personalities behind the brand - When the chips are down, who will fight your corner and be your brand advocates? - Measuring online engagement next to clearly defined goals; the metrics Virgin Atlantic have used Fergus Boyd, Head of eBusiness, Virgin Atlantic |
| 11.00 | Coffee Break |
| 11.20 | Engaging communities – talking about mental health online - The case for charities using social media - Risks and rules of engaging online - Case study: the Elephant in the Room – talking about mental health at work - Results and learnings Eve Critchley, Digital Officer, Mind |
| 11.50 | Social media trends – best and next practices - See a sneak peek into some of the content in Dell’s upcoming social media toolkit, a free resource designed to provide practical tips on using social media for business. Latest trends, expert insights, business use, tips Kerry Bridge, Social Media Manager, Global MB, Dell Neville Hobson, For Immediate Release |
| 12.20 | Panel session: is social media more than just a marketing concern? Kerry Bridge, Social Media Manager, Global MB, Dell Eve Critchley, Digital Officer, Mind David Gauld, Partner Manager, FreeAgent |
| 13.00 | Lunch Break |
| 14.00 | The Road Map to ROI ; how companies are evolving social monitoring to social measurement and demonstrating ROI. - Where is your company/brand on the ROI journey? Outlining the stages to measurement for social success - An overview of the next steps to take on each stage of the route - Understanding the ROI value of all data in order to prioritise social activities - What is the future for the ROI of social measurement Jacqui Taylor, CEO & Co-founder, FlyingBinary |
| 14.30 | Are you listening? Real Time Measurement and Monitoring - Real time insight – using social media to give you daily insight into your marketing wins (and not so wins) - All over in 48 hours – ways to keep your social presence strong between campaigns and avoiding trouble - How to ‘curate’ communities to recycle the value from one campaign into another - Using social presence to add value throughout the campaign & improve your ROI Andrew Walker, Co-Founder and Chief Innovation Officer, Tweetminster |
| 15.00 | The Social Data Pipeline: how to build the brand graph and what to do with it - Why really real-time social media mining is hard - Doing more than “just” monitoring; new research models for mining social media - How to build a Brand Graph and what to do with it - Bringing online and offline data together - The business case for social media data Jake Steadman, Head of Social Media Insight, Business Intelligence, O2 Francesco D’Orazio, Research Director and Head of Social Media, Face |
| 15.30 | Break |
| 15.45 | Dissolving boundaries – using Twitter from a Customer Service Perspective and as a Lever for other Parts of the Organisation - Starting from a different standpoint; how being there for the customer when they need it can reap benefits - The advantage of having a practical focus rather than a huge Social Media concept; how Twitter is a good tool for getting proactive messages out there for ‘traditional’ organisations - The knock-on effects of this approach on marketing and other areas of the business - Practical tips on how to set up, find the demand and organise resourcing Robert Wint, Head of Digital Marketing UK Retail and Business Banking, Barclays Bank plc |
| 16.15 | The Big Debate: Who owns Social – Marketing, PR or Advertising? Gianni Catalfamo, European Director, Digital & Social, KetchumPleon Neil Kleiner, Head of Social Media, Havas Media Robin Grant, Global Managing Director, We Are Social Nadya Powell, Director of Social & Emerging Behaviour, Dare |
| 17.00 | Chairman’s round up and close of conference |
| 17.15 | Arts Theatre Bar Opens |
| Note: agenda subject to change |
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