8:55 Chairperson’s Welcome and Opening Remarks

9:00 Keynote: The Key: Becoming Proactive Instead of Reactive

Don’t wait. Meet your customers where they are

One thing customer experience has taught us is to actively seek out your customers. Be proactive in meeting their wants and needs. This is just as true for customer experience in social media. In order to leverage all the benefits this platform has to offer you must be proactive in meeting your customers. Do not wait for a complaint or a retweet, go out and actively engage with your customers. When you are proactive to the customers needs you are already providing an impeccable presence and experience for the customers you value. In this discussion key themes will include:

• Creating outreach communications to actively engage with customers
• Developing techniques for quick response to customers
• Leveraging extensive presence to actively listen and create conversation with customers

10:00 Engagement: Why Don’t You Stay Around Awhile? Creating Lasting Engagement

Keep your customers coming back to create long lasting presence in the mind of your consumer with social media

Engagement is a word that is thrown around a lot in online media. How do you go about keeping your customer engaged with your social media platforms? Facebook taught us the Billion dollar IPOs could come just from games on social media platforms. Beyond the ideas of games what are some successful strategies are successful companies implementing to engage with their customers? In this session we will go into details about new and innovative applications on social media platforms to engage your customers. Some themes to be covered include:

• Innovative techniques for engagement
• Developing long lasting engagement tools
• Strategies for success

Cassaundra Sigaran
Senior Manager, Online Community
Scottrade

11:30 Elevator Pitch! Young Social Media Start Ups Pitch Their Innovations in Social Media!

In this upbeat session young start up companies and marketing agencies in the world of social media are given a short amount of time to explain some radical innovations they have created in connecting business and social media. This exciting session will be enlightening and a great way to hear from the future leaders of the industry!

2:00 Multi Culture: Leveraging Multi Cultural Demographics In Social Media

How do we adapt our social media message to accommodate growing cultural demographics?

In the U.S. Especially, there is a melting pot of growing cultures. Adapting social media to be able to reach and engage with them efficiently can be paramount to the growth of many companies. Business leaders are trumped in how to implement this successfully and meet the expectations the C suite expects from the investment. In this sessions learn strategies on how to successfully create and scale a specific demographic focused social media campaign. Some common themes include:

• Developing the proper deployment tactics from the start
• Identifying best practices in reaching certain demographics
• Proven techniques for creating buzz and engagement is specific demographics

Borja Perez
VP of Digital Media
NBC/ Telemundo

2:45 10 Social Media “Best Practices” You Should Be Avoiding

If Socrates were around today, he would be having a field day shaming the so-called “social experts” who loudly trumpet their “best practices” for social media without establishing any link between those strategies and increased profitability or customer satisfaction. With budgets still tight and market share on the line, the stakes are too high to follow such aimless, unproven direction. This session explores some common pitfalls and overhyped social guidelines that will undermine the social customer experience, providing in their stead proven, ROI-linked, customer-centric means of getting your social strategy on the right track.

Kelly Cook
Senior Vice President of Marketing
DSW Shoes

3:45 Social Media Innovation! Brilliance Bar

A unique concept taken from the leaders in innovation, Apple’s Genius Bar, bring your questions and get answers from our leading expert faculty!

Experts focus includes:

• Implementation of social media objectives
• Gaining internal buy in through the C suite
• Multi department cohesive focus development

4:30 Close of Conference Day Two