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JUNE 15-16, 2017|New York, US

This year’s hard-hitting agenda

Day One - 15th June

Keynotes
08:30 - 09:00
Experience is everything – Social Media and Your Customer's Journey

To thrive in a world of ever-increasing competition and heightened customer expectation, companies are required to engage and serve the customer seamlessly across platforms, channels, departments and life-cycles. Hear how to map out social’s role in engaging, understanding, monetizing and retaining your customer base, thus bringing an end to fragmented customer experiences.

BNY Mellon Aniko DeLaney Chief Marketing Officer BNY Mellon

Cathay Pacific Robect Ma Vice President of Marketing Cathay Pacific

McGraw Hill Paul Johns Chief Marketing Officer McGraw Hill

08:30 - 09:00
Case Study:How Unilever is using social to heighten customer intimacy, at scale

Leading the marketing efforts for both Unilever's haircare and skin care brands, Robert Candelino is using social to get closer to customers than ever before. In this session, hear how to move from brand engagement to brand affinity, and how social can drive authentic, human interaction at scale.

Unilever Rob Candelino Vice President, Marketing and General Manager Unilever

08:30 - 09:00
Map and better understand rapidly changing customer journeys on social

Hear how three very different companies have worked to discover how their customer journeys have changed, and thus evolved their social strategies to match. Enhance your internal reporting capabilities in order to bridge previous gaps between your social data, multiple touch-points, content, care and mobile.

Hershey Kevin Hack Head of Social Intelligence, Global Digital Marketing Advancement The Hershey Company

eBay Dallen McKee Leader, Global Social Customer Care eBay

McAfee Gary Davis Vice President, Global Consumer Marketing McAfee

08:30 - 09:00
Case Study:Speed and Relevance - How Adidas leverages ‘planned reactive engagement’ to truly seize the moment

Whilst social media allows brands to react to a moment at the push of a button, one’s processes and procedures often mean that opportunities are missed. In this session, Celine Del Genes will present how Adidas structures for agility, and plans for the moment, ensuring they break through to their audiences, before the noise has even begun!

Adidas Celine del Genes Vice President, Concept To Consumer Adidas

08:30 - 09:00
Social Infrastructure: Achieve seamless customer experiences through a collaborative and consistent approach

To maximize the impact of social, every department must be included, and pulling in the same direction. In this session, hear how to move away from a fragmented social structure to a holistic and consistent approach. Reduce internal conflicts, share valuable insights, and deliver a frictionless customer journey.

Time Ronak Patel Vice President, Digital Marketing Time

Hilton Vanessa Sain-Dieguez Senior Director, HR Digital Strategy and Implementation Hilton

BlackRock Alex Cavalieri Vice President, Digital Strategy BlackRock

Engage Your Social Customer
Serve Your Social Customer
08:30 - 09:00
Case Study:How Lego create better visual-led content, for richer and easily-consumable messaging

Visual content on social is winning when it comes to ease-of use, clarity, and shareability. Hear how one of the most beloved brands on the planet continues to seize customers’ attention whilst solidifying favorability, through timely and relevant visual content

Lego James Gregson Senior Manager, Global Social Media Lego

Embedding and scaling your social support for a seamless customer experience:

Fully embedding social into your contact center operations is a continued challenge for many companies, but vital in order to deliver a frictionless customer experience. As your social support team grows, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows

Wells Fargo Tammy Twedt Assistant Vice President - Social Media Care Wells Fargo

Stubhub Mary Hill Head of Social Media Customer Service Stubhub

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

08:30 - 09:00
How storytelling will drive deeper customer relationships

Good content will get you noticed… a strong brand narrative, supplemented by engaging and meaningful stories will keep your audience coming back for more. Hear how to share positive, people-centric and easily-consumable stories on social, that will humanize your brand, whilst inspiring your customer to take action

HBO Dana Flax Director, Digital & Social Media HBO

Thomson Reuters Casey Hall Head of Social Media Thomson Reuters

Fresh Direct Lisa Kolodny Vice President, Brand Marketing and Communications Fresh Direct

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

Reactive to Proactive: Increasing efficiency and customer retention through pre-emptive, peer-to-peer and self-service on social

Develop the strategy and capabilities that will put you on the front foot. Learn how to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints. Moreover, use social to generate quick and engaging methods of self and peer-to-peer assistance, thus reducing issue volume as well as cost

Citi Jacqueline Cadogan Head of Social Insights & Customer Care Citi

Humana Jason Spencer Community Manager | Enterprise Social Media Team Humana

AVG Jasdev Dhaliwal Director, Customer Care Self-Service & Social Care AVG

08:30 - 09:00
Harnessing the voice of the customer to deliver unrivaled experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

Intuit Mark Obee Global Head of Social Media Customer Service Intuit

Day Two - 16th June

Keynotes
08:30 - 09:00
One-to-One Social Media: Delivering personalized customer experiences that drive authentic and human interactions

Social media has provided brands with the power to understand their customers in granular detail, and thus tailor their interactions. Why, therefore, do most consumers still feel that they are not seen as an individual? Hear how three top brands are using social to engage on a one-to-one, rather than one-to-many, basis as well as the rewards for doing so.

Coca Cola Simon Cowart Global Social Media Strategy The Coca-Cola Company

BBVA Amy Johnson Vice President, SEO and Content Marketing BBVA Compass

Boeing Aryk Moore Chief User Experience Designer Boeing

08:30 - 09:00
Case Study:Key influencer's: How Dell’s long-term approach is creating mutual value for their brand and community

The last few years has seen Dell expand its influencer program and brand communities, helping to amplify its message and boost peer-to-peer recommendation. Hear how to discover where advocates are talking about your brand, whilst empowering them to enhance your brand credibility.

Dell Konnie Alexander-Brown Head of Corporate Social & Influencer Relations Dell

08:30 - 09:00
Case Study:Track Success | Prove Their Value – How Starwood derive and communicate measurable value from their social efforts

Whilst you may have secured senior level buy-in, clearly proving the value of your social media operations is still a struggle for many companies. Hear how Starwood uncover, quantify and convey the true value of their social efforts, whilst aligning it with their wider business objectives

Starwood Christine Espinoza Associate Director, Global Social & Digital Content Strategy Starwood

08:30 - 09:00
Case Study:Safeguarding Your Social Brand – Building a water-tight governance program

With modern consumers being more vocal than ever, brand protection is a vital part of the social media function. Discover the processes and structures that will allow you to monitor, flag and counteract potential crises, whilst also generating a safe environment for your community to grow

McAfee Gary Davis Vice President, Global Consumer Marketing McAfee

Brandle Chip Roberson Founder & CEO Brandle

3M Amber Campeau Global Social Media Governance Strategist 3M

Social Media Innovation
B2B Social
08:30 - 09:00
What's next for Twitter?

Twitter is aiming to make the platform the best place to engage and serve customers by 2018, and have already come a long way in doing so. But happens next? In this session, hear proven examples from brands who have driven cost savings, increased satisfaction, and increased sales through Twitter, as well the key changes they see occurring in social in 2018

Twitter Jeff Lesser Head of Social Care Initiative Twitter

Become the trusted advisor in your target community

Becoming, and the remaining, the ‘go to’ place in your community for content and advise is difficult in any industry. In this session, hear how to identify what constitutes true value to your target audience, and then deliver this at the time and place they require. Moreover, discover and engage the core players in your community who are your shortcut to strong community engagement

AT&T Sarah Groves Senior Brand Marketing Manager - Integrated Marketing AT&T

Philips Andrea Hofer Global Social Media Manager Philips

Opus Sean Swentek Vice President, Social Media Opus

08:30 - 09:00
Hiring, Training and Motivating the Social Team of 2018

Knowing what makes a strong social media executive is not an exact science. In this session, hear how to ensure you are hiring social stars, whilst keeping your best at the top of their game, honing their skills and aptitude thus maintaining their enthusiasm.

Microsoft Geoff Colon Head of Product Marketing, Emerging Media Microsoft

Farmers Insurance Dave Savoy Digital Marketing & Strategy Director Farmers Insurance

Using social media for cross channel lead cultivation and qualified lead generation

Utilizing social for lead generation, as well as purposeful and efficient networking, is easier said than done. Hear how to locate and engage high-level decision-makers whilst equipping your employees to be both brands advocates and identifiers of new business opportunities

Bank of America Chris Smith SVP, Enterprise Social Media Marketing Bank of America

Zoetis Uzma Bawany Senior Manager, Digital Marketing Zoetis

Newmont Jesse Spencer Director, Global Social Media and Digital Communications Newmont

08:30 - 09:00
Corporate Social Media Mentor Program:

A mantra of all Incite events is ‘co-operative intelligence’. With that in mind, we are kicking off the collaborative learning early for 2017, with our inaugural social media mentor programme. This is a unique opportunity to be paired with one of our leading corporate speakers, who will analyse your social strategy and offer practical advise… before the summit has even begun!

Together, you will share your experience through targeted breakout sessions, before working through your biggest challenges/opportunities as a group.

In short, personalized learning opportunities don’t get much better!

Spaces are limited, so email Josh@incite-group.com for further details.

Day One - 15th June

Keynotes
08:30 - 09:00
Experience is everything – Social Media and Your Customer's Journey

To thrive in a world of ever-increasing competition and heightened customer expectation, companies are required to engage and serve the customer seamlessly across platforms, channels, departments and life-cycles. Hear how to map out social’s role in engaging, understanding, monetizing and retaining your customer base, thus bringing an end to fragmented customer experiences.

BNY Mellon Aniko DeLaney Chief Marketing Officer BNY Mellon

Cathay Pacific Robect Ma Vice President of Marketing Cathay Pacific

McGraw Hill Paul Johns Chief Marketing Officer McGraw Hill

08:30 - 09:00
Case Study:How Unilever is using social to heighten customer intimacy, at scale

Leading the marketing efforts for both Unilever's haircare and skin care brands, Robert Candelino is using social to get closer to customers than ever before. In this session, hear how to move from brand engagement to brand affinity, and how social can drive authentic, human interaction at scale.

Unilever Rob Candelino Vice President, Marketing and General Manager Unilever

08:30 - 09:00
Map and better understand rapidly changing customer journeys on social

Hear how three very different companies have worked to discover how their customer journeys have changed, and thus evolved their social strategies to match. Enhance your internal reporting capabilities in order to bridge previous gaps between your social data, multiple touch-points, content, care and mobile.

Hershey Kevin Hack Head of Social Intelligence, Global Digital Marketing Advancement The Hershey Company

eBay Dallen McKee Leader, Global Social Customer Care eBay

McAfee Gary Davis Vice President, Global Consumer Marketing McAfee

08:30 - 09:00
Case Study:Speed and Relevance - How Adidas leverages ‘planned reactive engagement’ to truly seize the moment

Whilst social media allows brands to react to a moment at the push of a button, one’s processes and procedures often mean that opportunities are missed. In this session, Celine Del Genes will present how Adidas structures for agility, and plans for the moment, ensuring they break through to their audiences, before the noise has even begun!

Adidas Celine del Genes Vice President, Concept To Consumer Adidas

08:30 - 09:00
Social Infrastructure: Achieve seamless customer experiences through a collaborative and consistent approach

To maximize the impact of social, every department must be included, and pulling in the same direction. In this session, hear how to move away from a fragmented social structure to a holistic and consistent approach. Reduce internal conflicts, share valuable insights, and deliver a frictionless customer journey.

Time Ronak Patel Vice President, Digital Marketing Time

Hilton Vanessa Sain-Dieguez Senior Director, HR Digital Strategy and Implementation Hilton

BlackRock Alex Cavalieri Vice President, Digital Strategy BlackRock

Engage Your Social Customer
Serve Your Social Customer
08:30 - 09:00
Case Study:How Lego create better visual-led content, for richer and easily-consumable messaging

Visual content on social is winning when it comes to ease-of use, clarity, and shareability. Hear how one of the most beloved brands on the planet continues to seize customers’ attention whilst solidifying favorability, through timely and relevant visual content

Lego James Gregson Senior Manager, Global Social Media Lego

Embedding and scaling your social support for a seamless customer experience:

Fully embedding social into your contact center operations is a continued challenge for many companies, but vital in order to deliver a frictionless customer experience. As your social support team grows, ensure quality and consistency are maintained through defining responsibilities, expectations and workflows

Wells Fargo Tammy Twedt Assistant Vice President - Social Media Care Wells Fargo

Stubhub Mary Hill Head of Social Media Customer Service Stubhub

Alaska Airlines Michael Roy Head of Social Customer Care Alaska Airlines

08:30 - 09:00
How storytelling will drive deeper customer relationships

Good content will get you noticed… a strong brand narrative, supplemented by engaging and meaningful stories will keep your audience coming back for more. Hear how to share positive, people-centric and easily-consumable stories on social, that will humanize your brand, whilst inspiring your customer to take action

HBO Dana Flax Director, Digital & Social Media HBO

Thomson Reuters Casey Hall Head of Social Media Thomson Reuters

Fresh Direct Lisa Kolodny Vice President, Brand Marketing and Communications Fresh Direct

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

Reactive to Proactive: Increasing efficiency and customer retention through pre-emptive, peer-to-peer and self-service on social

Develop the strategy and capabilities that will put you on the front foot. Learn how to prepare for, and prevent, periods of issue escalation, whilst solving customer problems before they become complaints. Moreover, use social to generate quick and engaging methods of self and peer-to-peer assistance, thus reducing issue volume as well as cost

Citi Jacqueline Cadogan Head of Social Insights & Customer Care Citi

Humana Jason Spencer Community Manager | Enterprise Social Media Team Humana

AVG Jasdev Dhaliwal Director, Customer Care Self-Service & Social Care AVG

08:30 - 09:00
Harnessing the voice of the customer to deliver unrivaled experiences

Despite the development of many ‘Voice of the Customer’ programs, there remains a disconnect between what customers are saying, and how companies are responding. Hear how to transform the masses of disparate customer feedback and intelligence into actionable insights. Drive not only process improvement, but personalization in your service provision

Intuit Mark Obee Global Head of Social Media Customer Service Intuit

Register Now

There are only a limited number of passes left - Secure your place to this sell out event!

Day Two - 16th June

Keynotes
08:30 - 09:00
One-to-One Social Media: Delivering personalized customer experiences that drive authentic and human interactions

Social media has provided brands with the power to understand their customers in granular detail, and thus tailor their interactions. Why, therefore, do most consumers still feel that they are not seen as an individual? Hear how three top brands are using social to engage on a one-to-one, rather than one-to-many, basis as well as the rewards for doing so.

Coca Cola Simon Cowart Global Social Media Strategy The Coca-Cola Company

BBVA Amy Johnson Vice President, SEO and Content Marketing BBVA Compass

Boeing Aryk Moore Chief User Experience Designer Boeing

08:30 - 09:00
Case Study:Key influencer's: How Dell’s long-term approach is creating mutual value for their brand and community

The last few years has seen Dell expand its influencer program and brand communities, helping to amplify its message and boost peer-to-peer recommendation. Hear how to discover where advocates are talking about your brand, whilst empowering them to enhance your brand credibility.

Dell Konnie Alexander-Brown Head of Corporate Social & Influencer Relations Dell

08:30 - 09:00
Case Study:Track Success | Prove Their Value – How Starwood derive and communicate measurable value from their social efforts

Whilst you may have secured senior level buy-in, clearly proving the value of your social media operations is still a struggle for many companies. Hear how Starwood uncover, quantify and convey the true value of their social efforts, whilst aligning it with their wider business objectives

Starwood Christine Espinoza Associate Director, Global Social & Digital Content Strategy Starwood

08:30 - 09:00
Case Study:Safeguarding Your Social Brand – Building a water-tight governance program

With modern consumers being more vocal than ever, brand protection is a vital part of the social media function. Discover the processes and structures that will allow you to monitor, flag and counteract potential crises, whilst also generating a safe environment for your community to grow

McAfee Gary Davis Vice President, Global Consumer Marketing McAfee

Brandle Chip Roberson Founder & CEO Brandle

3M Amber Campeau Global Social Media Governance Strategist 3M

Social Media Innovation
B2B Social
08:30 - 09:00
What's next for Twitter?

Twitter is aiming to make the platform the best place to engage and serve customers by 2018, and have already come a long way in doing so. But happens next? In this session, hear proven examples from brands who have driven cost savings, increased satisfaction, and increased sales through Twitter, as well the key changes they see occurring in social in 2018

Twitter Jeff Lesser Head of Social Care Initiative Twitter

Become the trusted advisor in your target community

Becoming, and the remaining, the ‘go to’ place in your community for content and advise is difficult in any industry. In this session, hear how to identify what constitutes true value to your target audience, and then deliver this at the time and place they require. Moreover, discover and engage the core players in your community who are your shortcut to strong community engagement

AT&T Sarah Groves Senior Brand Marketing Manager - Integrated Marketing AT&T

Philips Andrea Hofer Global Social Media Manager Philips

Opus Sean Swentek Vice President, Social Media Opus

08:30 - 09:00
Hiring, Training and Motivating the Social Team of 2018

Knowing what makes a strong social media executive is not an exact science. In this session, hear how to ensure you are hiring social stars, whilst keeping your best at the top of their game, honing their skills and aptitude thus maintaining their enthusiasm.

Microsoft Geoff Colon Head of Product Marketing, Emerging Media Microsoft

Farmers Insurance Dave Savoy Digital Marketing & Strategy Director Farmers Insurance

Using social media for cross channel lead cultivation and qualified lead generation

Utilizing social for lead generation, as well as purposeful and efficient networking, is easier said than done. Hear how to locate and engage high-level decision-makers whilst equipping your employees to be both brands advocates and identifiers of new business opportunities

Bank of America Chris Smith SVP, Enterprise Social Media Marketing Bank of America

Zoetis Uzma Bawany Senior Manager, Digital Marketing Zoetis

Newmont Jesse Spencer Director, Global Social Media and Digital Communications Newmont

08:30 - 09:00
Corporate Social Media Mentor Program:

A mantra of all Incite events is ‘co-operative intelligence’. With that in mind, we are kicking off the collaborative learning early for 2017, with our inaugural social media mentor programme. This is a unique opportunity to be paired with one of our leading corporate speakers, who will analyse your social strategy and offer practical advise… before the summit has even begun!

Together, you will share your experience through targeted breakout sessions, before working through your biggest challenges/opportunities as a group.

In short, personalized learning opportunities don’t get much better!

Spaces are limited, so email Josh@incite-group.com for further details.

Josh Gordon

Josh Gordon

Senior Project Director
Incite Group

US: 1 800 814 3459 ex.4348

UK: +44 (0) 207 375 4348

Email: Josh@incite-group.com

Don't miss out - register now

There are only a limited number of passes left - Secure your place to this sell out event!