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Your Hard-hitting Conference Agenda

Day One - 20th June

Keynotes- Social Media as a Foundational Tool to Drive Business Success

Social’s role in engaging, analyzing and better serving your customers

Over 80% of companies still believe they are not fully leveraging the power of social. In large part, it’s because social is still seen as a marketing tool. In reality, social media can drive meaningful improvement at all levels of your business.

  • Social to drive business goals: Fully integrating social within your organizational structure and culture
  • Enhance agility and innovation: Transform your internal processes and communications, allowing you to be more responsive to customers – and new opportunities
  • Becoming a Social Enterprise, ready for 2017: Hear how to set your future goals, and what will be required to achieve them

SAP Chief Marketing Officer Alicia Tillman

Wilson Sports Chief Marketing Officer Amy Weisenbach

BBVA Compass Chief Marketing Officer Jennifer Dominiquini

Clarabridge Executive Chairman, Co-Founder and Board Member Sid Banerjee

One-to-One Social Media: Using social to engage individual customers at scale

  • Build a useful dialogue: Customer-centric businesses allow customers to have a meaningful role in building corporate strategy. Social’s role in this process is critical
  • Get closer to your customer: Move from brand engagement to brand affinity – how social can drive authentic, human interaction to strengthen your brand
  • Keep the conversation going: Using social to hook your audience is just the beginning. Hear how to sustain customer engagement and loyalty, long after the initial connection

Under Armor Vice-President, Global Brand Marketing Steve Sommers

Humana Head of Digital Marketing and Digital Center of Excellence Dan Gingiss

American Airlines Director, Social Media and Content Services Jonathan Pierce

Conversocial CEO Josh March

Social Media to Understand the Customer Journey

Social data and listening for a more detailed view of your customers

  • Find the Signal in the Noise: There’s a lot of data you can track nowadays. Ensure you’re finding the valuable insights that can impact on your business
  • Change culture to make insights actionable: Instill a data-driven culture to ensure that the information you uncover helps drive better decision-making
  • “Share the wealth”, for a fuller customer profile: Build an internal data-sharing framework to feed multiple departments the insights your social listening program uncovers

Hershey's Head of Social Intelligence, Global Digital Marketing Advancement Kevin Hack

Citi SVP Social Insights Will Botinick

Intuit Director, Social Media Marketing Angella LoSasso

How social media can help ensure customer experiences are seamless and engaging

  • Closed loop: Understand social’s role in delivering a seamless customer experience across multiple channels for better sentiment and retention
  • Experience is everything: Social to extend and continue customer experience – so your customer is engaged at every step, not just the first.
  • Bridge the gaps: Integrate your social data, multiple touch-points, content, care and mobile in order to deliver unrivaled experience

AIG Director, Customer Experience Joan Pepper

Hyatt Hotels Director, Digital Strategy & Activation Daniel Moriarty

The Recording Academy Chief Marketing Officer Evan Greene

Coca-Cola Global Social Media StrategistSimon Cowart

How Coca-Cola uses social to build a personal connection, and achieve deeper, more meaningful relationships

  • Stop selling, and start telling: Sharing a compelling story can help drive increases in brand love and Company Trust… a strong brand narrative can achieve brand affinity. Uncover the true power of storytelling.
  • Engage an increasingly elusive consumer base: Stories can hook audiences and keep them engaged. Uncover the art of crafting your brand’s story and then communicating it through the appropriate platforms and channels
  • Be Authentic | Be Human: Your company and your consumers have a wealth of stories to tell. Take those and create stories that will not only authenticate your brand, but humanize it.
  • Right time | Right place | Right person: Discover the right channels, the right paid/earned/owned balance, and how to seize the moment in order to maximize the impact of your campaigns.
  • Organize, and Behave, like a Start-Up: Heighten agility, innovation and entrepreneurship within your social team and wider company, regardless of your size.

The Coca-Cola Company Social Media Director Tim Goudie

Engage Your Social Customer Serve Your Social Customer

Content Creation: Drive engagement with personalized, captivating and timely content

  • Collaborate for Stronger Relationships: Share positive, people-centric and easily-consumable stories – co-created with your customers
  • How to take a Visual-first approach: Focus on images and video - for more sharing, more clarity and more engagement
  • Scaling Content: Effectively scale up content creation, without sacrificing quality or personalization

Wal-Mart Senior Director, Marketing Kathleen Motherall

HP Head of US Social Media Marketing Leslie Drate

Lithium Chief Marketing Officer Katy Keim

The Kansas City Chiefs Director of Digital Media & Strategy James Royer

Seamless Social Support: Embed social into contact centers for frictionless customer service

  • Integrate social into support: Break down internal silos to embed social within broader CRM
  • Scale Social Customer Service: React to the fact social customer service requests have increased 250% in two years
  • Single Customer View: Synthesize data from multiple sources to equip your staff with one, cohesive customer profile.

Dell Head of Global Social Media Support Giovanni Tavani

Humana Head of Digital Marketing Digital Center of Excellence Dan Gingiss

Intuit Head of Global Social and Community Care Mark Obee

Multiple Platforms, Exponential Success: Right Message, Right time, right medium

  • Find the right balance between paid, earned and owned: Why a multi-platform plan is the essential lifeblood of sustainable brand engagement.
  • Bespoke, not One Size Fits All: Spray and Pay is dead. How to determine where your customers spend time – and engage them right there. conversation at the right time, across a myriad of mediums and channels
  • Make quicker decisions: New platforms hit critical mass far quicker than ever before. Learn to speak the language of new platforms more rapidly than ever before

Autodesk Director, Social Media and Communications Noah Cole

Trunk Club Global Brand Director Frank Lawlor

AIG Chief Customer Officer (Former) Donna People

The Economist Vice-President, Global Integrated Content Jeff Pundyk

Rapid Response: Drive timely and personalized support capability

  • Deal with an Always-On customer base: Develop the structure, processes and strategy to keep up with your constantly-connected customer
  • Move as fast as customers expect: Achieving real-time response is difficult, but a huge competitive advantage. How to streamline to ensure you move at the pace of the customer
  • Bespoke support from empowered Agents: Give agents the data – and the control – they need to understand, delight and retain your customers

Verizon Wireless Head Social Customer Care John Knight

Google Head of Social Engagement Nadia Lee

HP Global Director, Social Customer Care Kriti Kapoor

The new Storytelling: How social media stories can amplify your brand and reach

  • Tell Better Stories: Engross an ever-increasingly fickle customer base by uncovering and crafting a stronger brand narrative
  • More editorial, less advertorial: Avoid the temptation to pitch, and begin to drive strong brand affinity with engaging messages focused on stories, not selling
  • Be Authentic | Be Human: Repurpose the stories throughout your company – and your customer base - to humanize your brand

Hasbro Creative Lead David Erwin

HP Global Brand Director Rachel Kepp

Remy Martin Consumer Marketing Director Benjamin Collier

From Reactive to Proactive: How to maximize call diversion and efficiency

  • Spot issues before they’re issues: How to do social listening better – to identify – and resolve issues rather than fight fires
  • Faster for them, cheaper for you: Use social to generate quick and engaging methods of self (and peer-to-peer ) assistance - reducing issue volume and cost
  • Build a community to help itself: How to go about encouraging and empowering customers to find answers to each other’s’ questions

Comcast Executive Director – Digital Care Jared Schultheis

Wells Fargo SVP Social Care and Capabilities Kimarie Matthews

Amica Head of Social Media Community Andrew Rose

How The Onion succeed with Native Advertising on Social

  • Why does Social Matter to Native Advertising: How native advertising scales up your social marketing rapidly
  • Reach Further and Deeper: How to expand your message’s reach through seamless content experiences on social.
  • Navigate the Obstacles: The inherent challenges that face publishers, brands and agencies as they try to maintain brand equity while engaging in native advertising distribution over social

The Onion Chief Operating Officer Kurt Muller

Day Two - 21st June

The Future of Major Social Platforms B2B Social Media Best Practice

How Twitter plans to become the best place to serve your customers

  • Straight from the Bird’s Mouth: How Twitter will achieve their goal of making their platform the best place to engage customers – by 2017
  • What’s Hatching Next? Insight on new tools to create great experiences, answer questions, and resolve problems on Twitter
  • Proven Stories of Success: Examples from brands who have driven cost savings, increased satisfaction, and increased sales through Twitter

Twitter Head of Social Customer Service Initiative Jeff Lesser

Social as a tool to identify, generate and cultivate leads

  • Generation: How social channels can generate direct revenues through identifying viable new sales leads
  • Cultivation: How to use purposeful and efficient networking techniques to engage high-level business decision makers
  • Educate and Empower Employees: Next steps to train and develop internal resources to become brand advocates and business developers

Assurance Chief Marketing Officer Steven Handmaker

Hu-Friedy Chief Marketing Officer Patrick Bernardi

Inside the Social Media Playbook:

How The Kansas City Chiefs became one of the most contagious brands on Facebook

In this case study, James Royer from The Kansas City Chiefs will be sharing how they became the #1 in Facebook engagement of all NFL teams, through staying abreast of consistently changing platform developments, whilst generating captivating and timely campaigns

The Kansas City Chiefs Director of Digital Media & Strategy James Royer

How to become the heart of an active community of prospects

  • Become a trusted advisor through content: Practical tips on how your content marketing can invokes trust and drive thought leadership
  • Identify the Influencers who’ll build your community: How to discover the core players – with the strong following – who are your shortcut to strong community engagement
  • Play the role required: How to identify what constitutes value to your community, and then deliver it efficiently

SurePayroll Chief Marketing Officer Charlie Breit

CSC Head of Content Patty Brown

Premier Farnell Global Head of Content Marketing Sagar Jethani

What’s next? – Evaluate the social landscape to ensure you are proactive and innovative, in an ever-changing environment

  • Embrace innovation: Social media is forever changing - help instill a culture and framework which engenders creativity, alongside the ability to move quickly when opportunities arise
  • Keep your finger on the pulse: Keep up-to-date with new platforms and developments, to ensure you are not missing the next big thing, nor jumping on the next short-lived trend
  • Clarity is key: Employ tangible metrics alongside a clear social strategy to gauge which new platforms will help achieve your company’s aims

Wells Fargo SVP Innovation Strategy Nathan Bricklin

Microsoft Head of Product Marketing - Emerging Media Geoff Colon

Using social to help protect your brand and build trust

  • Identify the threats: The new tools you can use to spot – and mitigate – potential threats to your brand and reputation
  • Brand Advocacy to Brand Guardian: Engage committed customers and turn them into the first line of your defense
  • Move fast to neutralize threats: How social platforms allow you to move quicker than ever before to spot risks becoming real problems

Intel VP Consumer Marketing Gary Davis

Dell Head of Social Influencer RelationsKonnie Alex-Brown

BrandBastion CEO & Founder Jenny Wolfram

Closing Keynotes: Setting a Stronger Capability for Social Inside your Organization

Social ROI: Clarify and strengthen the link between social media and business success

  • Beyond Likes and Retweets – The Metrics that Matter: How to identify and track metrics you can use to effectively communicate social’s impact on your bottom line
  • Marketing Attribution: How to track sales initiated on social back to the source reliably and efficiently
  • Social Health Index: How to confidently determine the success of your social campaigns – and the health of your social function

Farmers Insurance Digital Marketing and Strategy Director Dave Savoy

Hyatt Hotels Director, Digital Strategy & Activation Daniel Moriarty

Microsoft Director, Social Intelligence Practice , Customer and Market Research, Marc Schwartz

IBM Head of Social Analytics, James Newswanger

The Social Media Team of 2017: Hire, Develop and Train Social Talent

  • Hire Social Stars: Understand the key skills that make a strong candidate for Social Media Executive of the future
  • Keep Your Best at the Top of their Game: Avoid brain drain to other parts of your business by maintaining drive, motivation and enthusiasm
  • Hone Skills and Build Aptitude: Map out a path to development – and allow your team to follow social’s own transformation from fad to fundamental to the business

Dell Head of Global Social Media Support Giovanni Tavani

Microsoft Head of Product Marketing - Emerging Media Geoff Colon

Day One - 20th June

Keynotes- Social Media as a Foundational Tool to Drive Business Success

Social’s role in engaging, analyzing and better serving your customers

Over 80% of companies still believe they are not fully leveraging the power of social. In large part, it’s because social is still seen as a marketing tool. In reality, social media can drive meaningful improvement at all levels of your business.

  • Social to drive business goals: Fully integrating social within your organizational structure and culture
  • Enhance agility and innovation: Transform your internal processes and communications, allowing you to be more responsive to customers – and new opportunities
  • Becoming a Social Enterprise, ready for 2017: Hear how to set your future goals, and what will be required to achieve them

SAP Chief Marketing Officer Alicia Tillman

Wilson Sports Chief Marketing Officer Amy Weisenbach

BBVA Compass Chief Marketing Officer Jennifer Dominiquini

Clarabridge Executive Chairman, Co-Founder and Board Member Sid Banerjee

One-to-One Social Media: Using social to engage individual customers at scale

  • Build a useful dialogue: Customer-centric businesses allow customers to have a meaningful role in building corporate strategy. Social’s role in this process is critical
  • Get closer to your customer: Move from brand engagement to brand affinity – how social can drive authentic, human interaction to strengthen your brand
  • Keep the conversation going: Using social to hook your audience is just the beginning. Hear how to sustain customer engagement and loyalty, long after the initial connection

Under Armor Vice-President, Global Brand Marketing Steve Sommers

Humana Head of Digital Marketing and Digital Center of Excellence Dan Gingiss

American Airlines Director, Social Media and Content Services Jonathan Pierce

Conversocial CEO Josh March

Social Media to Understand the Customer Journey

Social data and listening for a more detailed view of your customers

  • Find the Signal in the Noise: There’s a lot of data you can track nowadays. Ensure you’re finding the valuable insights that can impact on your business
  • Change culture to make insights actionable: Instill a data-driven culture to ensure that the information you uncover helps drive better decision-making
  • “Share the wealth”, for a fuller customer profile: Build an internal data-sharing framework to feed multiple departments the insights your social listening program uncovers

Hershey's Head of Social Intelligence, Global Digital Marketing Advancement Kevin Hack

Citi SVP Social Insights Will Botinick

Intuit Director, Social Media Marketing Angella LoSasso

How social media can help ensure customer experiences are seamless and engaging

  • Closed loop: Understand social’s role in delivering a seamless customer experience across multiple channels for better sentiment and retention
  • Experience is everything: Social to extend and continue customer experience – so your customer is engaged at every step, not just the first.
  • Bridge the gaps: Integrate your social data, multiple touch-points, content, care and mobile in order to deliver unrivaled experience

AIG Director, Customer Experience Joan Pepper

Hyatt Hotels Director, Digital Strategy & Activation Daniel Moriarty

The Recording Academy Chief Marketing Officer Evan Greene

Coca-Cola Global Social Media StrategistSimon Cowart

How Coca-Cola uses social to build a personal connection, and achieve deeper, more meaningful relationships

  • Stop selling, and start telling: Sharing a compelling story can help drive increases in brand love and Company Trust… a strong brand narrative can achieve brand affinity. Uncover the true power of storytelling.
  • Engage an increasingly elusive consumer base: Stories can hook audiences and keep them engaged. Uncover the art of crafting your brand’s story and then communicating it through the appropriate platforms and channels
  • Be Authentic | Be Human: Your company and your consumers have a wealth of stories to tell. Take those and create stories that will not only authenticate your brand, but humanize it.
  • Right time | Right place | Right person: Discover the right channels, the right paid/earned/owned balance, and how to seize the moment in order to maximize the impact of your campaigns.
  • Organize, and Behave, like a Start-Up: Heighten agility, innovation and entrepreneurship within your social team and wider company, regardless of your size.

The Coca-Cola Company Social Media Director Tim Goudie

Engage Your Social Customer Serve Your Social Customer

Content Creation: Drive engagement with personalized, captivating and timely content

  • Collaborate for Stronger Relationships: Share positive, people-centric and easily-consumable stories – co-created with your customers
  • How to take a Visual-first approach: Focus on images and video - for more sharing, more clarity and more engagement
  • Scaling Content: Effectively scale up content creation, without sacrificing quality or personalization

Wal-Mart Senior Director, Marketing Kathleen Motherall

HP Head of US Social Media Marketing Leslie Drate

Lithium Chief Marketing Officer Katy Keim

The Kansas City Chiefs Director of Digital Media & Strategy James Royer

Seamless Social Support: Embed social into contact centers for frictionless customer service

  • Integrate social into support: Break down internal silos to embed social within broader CRM
  • Scale Social Customer Service: React to the fact social customer service requests have increased 250% in two years
  • Single Customer View: Synthesize data from multiple sources to equip your staff with one, cohesive customer profile.

Dell Head of Global Social Media Support Giovanni Tavani

Humana Head of Digital Marketing Digital Center of Excellence Dan Gingiss

Intuit Head of Global Social and Community Care Mark Obee

Multiple Platforms, Exponential Success: Right Message, Right time, right medium

  • Find the right balance between paid, earned and owned: Why a multi-platform plan is the essential lifeblood of sustainable brand engagement.
  • Bespoke, not One Size Fits All: Spray and Pay is dead. How to determine where your customers spend time – and engage them right there. conversation at the right time, across a myriad of mediums and channels
  • Make quicker decisions: New platforms hit critical mass far quicker than ever before. Learn to speak the language of new platforms more rapidly than ever before

Autodesk Director, Social Media and Communications Noah Cole

Trunk Club Global Brand Director Frank Lawlor

AIG Chief Customer Officer (Former) Donna People

The Economist Vice-President, Global Integrated Content Jeff Pundyk

Rapid Response: Drive timely and personalized support capability

  • Deal with an Always-On customer base: Develop the structure, processes and strategy to keep up with your constantly-connected customer
  • Move as fast as customers expect: Achieving real-time response is difficult, but a huge competitive advantage. How to streamline to ensure you move at the pace of the customer
  • Bespoke support from empowered Agents: Give agents the data – and the control – they need to understand, delight and retain your customers

Verizon Wireless Head Social Customer Care John Knight

Google Head of Social Engagement Nadia Lee

HP Global Director, Social Customer Care Kriti Kapoor

The new Storytelling: How social media stories can amplify your brand and reach

  • Tell Better Stories: Engross an ever-increasingly fickle customer base by uncovering and crafting a stronger brand narrative
  • More editorial, less advertorial: Avoid the temptation to pitch, and begin to drive strong brand affinity with engaging messages focused on stories, not selling
  • Be Authentic | Be Human: Repurpose the stories throughout your company – and your customer base - to humanize your brand

Hasbro Creative Lead David Erwin

HP Global Brand Director Rachel Kepp

Remy Martin Consumer Marketing Director Benjamin Collier

From Reactive to Proactive: How to maximize call diversion and efficiency

  • Spot issues before they’re issues: How to do social listening better – to identify – and resolve issues rather than fight fires
  • Faster for them, cheaper for you: Use social to generate quick and engaging methods of self (and peer-to-peer ) assistance - reducing issue volume and cost
  • Build a community to help itself: How to go about encouraging and empowering customers to find answers to each other’s’ questions

Comcast Executive Director – Digital Care Jared Schultheis

Wells Fargo SVP Social Care and Capabilities Kimarie Matthews

Amica Head of Social Media Community Andrew Rose

How The Onion succeed with Native Advertising on Social

  • Why does Social Matter to Native Advertising: How native advertising scales up your social marketing rapidly
  • Reach Further and Deeper: How to expand your message’s reach through seamless content experiences on social.
  • Navigate the Obstacles: The inherent challenges that face publishers, brands and agencies as they try to maintain brand equity while engaging in native advertising distribution over social

The Onion Chief Operating Officer Kurt Muller

Get the Brand New 2016 brochure

Don’t miss out - get the brand new brochure outlining all the sessions and speakers

Day Two - 21st June

The Future of Major Social Platforms B2B Social Media Best Practice

How Twitter plans to become the best place to serve your customers

  • Straight from the Bird’s Mouth: How Twitter will achieve their goal of making their platform the best place to engage customers – by 2017
  • What’s Hatching Next? Insight on new tools to create great experiences, answer questions, and resolve problems on Twitter
  • Proven Stories of Success: Examples from brands who have driven cost savings, increased satisfaction, and increased sales through Twitter

Twitter Head of Social Customer Service Initiative Jeff Lesser

Social as a tool to identify, generate and cultivate leads

  • Generation: How social channels can generate direct revenues through identifying viable new sales leads
  • Cultivation: How to use purposeful and efficient networking techniques to engage high-level business decision makers
  • Educate and Empower Employees: Next steps to train and develop internal resources to become brand advocates and business developers

Assurance Chief Marketing Officer Steven Handmaker

Hu-Friedy Chief Marketing Officer Patrick Bernardi

Inside the Social Media Playbook:

How The Kansas City Chiefs became one of the most contagious brands on Facebook

In this case study, James Royer from The Kansas City Chiefs will be sharing how they became the #1 in Facebook engagement of all NFL teams, through staying abreast of consistently changing platform developments, whilst generating captivating and timely campaigns

The Kansas City Chiefs Director of Digital Media & Strategy James Royer

How to become the heart of an active community of prospects

  • Become a trusted advisor through content: Practical tips on how your content marketing can invokes trust and drive thought leadership
  • Identify the Influencers who’ll build your community: How to discover the core players – with the strong following – who are your shortcut to strong community engagement
  • Play the role required: How to identify what constitutes value to your community, and then deliver it efficiently

SurePayroll Chief Marketing Officer Charlie Breit

CSC Head of Content Patty Brown

Premier Farnell Global Head of Content Marketing Sagar Jethani

What’s next? – Evaluate the social landscape to ensure you are proactive and innovative, in an ever-changing environment

  • Embrace innovation: Social media is forever changing - help instill a culture and framework which engenders creativity, alongside the ability to move quickly when opportunities arise
  • Keep your finger on the pulse: Keep up-to-date with new platforms and developments, to ensure you are not missing the next big thing, nor jumping on the next short-lived trend
  • Clarity is key: Employ tangible metrics alongside a clear social strategy to gauge which new platforms will help achieve your company’s aims

Wells Fargo SVP Innovation Strategy Nathan Bricklin

Microsoft Head of Product Marketing - Emerging Media Geoff Colon

Using social to help protect your brand and build trust

  • Identify the threats: The new tools you can use to spot – and mitigate – potential threats to your brand and reputation
  • Brand Advocacy to Brand Guardian: Engage committed customers and turn them into the first line of your defense
  • Move fast to neutralize threats: How social platforms allow you to move quicker than ever before to spot risks becoming real problems

Intel VP Consumer Marketing Gary Davis

Dell Head of Social Influencer RelationsKonnie Alex-Brown

BrandBastion CEO & Founder Jenny Wolfram

Closing Keynotes: Setting a Stronger Capability for Social Inside your Organization

Social ROI: Clarify and strengthen the link between social media and business success

  • Beyond Likes and Retweets – The Metrics that Matter: How to identify and track metrics you can use to effectively communicate social’s impact on your bottom line
  • Marketing Attribution: How to track sales initiated on social back to the source reliably and efficiently
  • Social Health Index: How to confidently determine the success of your social campaigns – and the health of your social function

Farmers Insurance Digital Marketing and Strategy Director Dave Savoy

Hyatt Hotels Director, Digital Strategy & Activation Daniel Moriarty

Microsoft Director, Social Intelligence Practice , Customer and Market Research, Marc Schwartz

IBM Head of Social Analytics, James Newswanger

The Social Media Team of 2017: Hire, Develop and Train Social Talent

  • Hire Social Stars: Understand the key skills that make a strong candidate for Social Media Executive of the future
  • Keep Your Best at the Top of their Game: Avoid brain drain to other parts of your business by maintaining drive, motivation and enthusiasm
  • Hone Skills and Build Aptitude: Map out a path to development – and allow your team to follow social’s own transformation from fad to fundamental to the business

Dell Head of Global Social Media Support Giovanni Tavani

Microsoft Head of Product Marketing - Emerging Media Geoff Colon

Get the Brand New 2016 brochure

Don’t miss out - get the brand new brochure outlining all the sessions and speakers

Jack Edgar

Jack Edgar

Project Director
Incite Group

Phone: +1 (201) 204 1915

Email: jack@incite-group.com