8:55 Chairperson’s Welcome and Opening Remarks

9:00 Keynote: Adapting Social Media In Your Customer Experience Strategy

Creating a “link” between customer service and social media and adapting the changing business model to incorporate social media

It is without a doubt we all know the importance of creating a unique experience for our customers. It is something many successful companies have a passion for and have always taken steps to give customers what they want. Social media has been a major revolution in changing the way we interact with our customers. We are all here because we want to leverage this new communication tool to reach our customers wants and needs. They are sharing with us more then they ever have before. It is time to listen and meet them where they ask us. We now must adapt to this new meeting ground and develop the same customer experience focus and bring it to these new innovative touch-points that social media platforms have provided. In this session we will answer key questions like:

• What department should hold the budget for social media?
• What adaptations to the business model must I make to get the most out of social media?
• How can I leverage my social media presence into proven results?

Nick Cifuentes
Director of Global Social Media
Ancestry.com

10:00 New Platforms!: “What Is Pinterest?” Adapting To The Explosive Growth Of New Platforms

Preparing to leverage new social media platforms quickly and efficiently

We have seen multiple examples in the last year of new social platforms exploding on to the scene and growing quicker then the last. We have seen examples of these progressively quick growth social platforms like Groupon, Tumblr, Google + and Pinterest. These are all examples of what is coming. New platforms will rise quickly and business must be able to adapt to including them in their online presence. This can be tough for even the biggest companies to prepare for. In this session key themes to be discussed include:

• Developing an action plan to adapting and leveraging fast growing social media platforms
• Keeping your ear to the ground. Identifying new explosive platforms before your competitors
• Adapting customer experience focus to these new platforms efficiently

Niraj Shah
CEO
Wayfair

11:30 Interactive Design! Enough Talk, Prove It!

In this interactive session an industry leader will walk you through the user experience on their social media platforms. There will be detailed live demonstrations where they will show how they actively engage their customers on social media and provide a leading online experience. This presentation will put our delegates into the driving seat of an active customer to see full circle how this leading company provides an elite experience leveraged through social media on multiple channels. This presentation will also cover themes including:

• Creating active engagement with the customer
• Responding and communicating with customer feedback
• Unique design of social media profiles to leverage a competitive edge with customers

Beth Dockins
Director, Customer Service
Scotts Miracle-Gro /p>

2:00 Panel Session! What Department Should Be In Charge of Social Media?

Integrating a custom social media presence through the correct department

If you are attending this summit there are a few things that from a business side that must be addressed. In any business structure there are functions that fall under each division’s budget. Social media has become so complex that many leaders find it hard to allocate just which department should be in charge of it. In this panel discussion you will hear from three companies that each have their social media function allocated to a different department. This is a session to really get into depth about the variety of ways a company can implement a social media strategy and what department should oversee it. Check out our live Twitter wall leading up to, and during the conference, to way in some of the questions you would like to see addressed by this panel!

Mediator:

Cliff Figallo
Senior Site Curator
Social Media Today, LLC

Panelists:

2:45 Social Media for the Marketer

Studies show marketers are still infants when it comes to integrating social media with their marketing strategy. It’s time to grow-up together.

According to a study by Insites consulting, only 16 percent of major companies’ social marketing efforts are fully integrated across the organization. (Source: Social media Integration Survey, Insites Consulting, December 2011). This means, “Houston, we have a problem.” The lack of integration of social media and marketing efforts is primarily due to not understanding what social media is and how it works. It’s time to adapt techniques and strategies to cohesively integrate marketing efforts with your social media presence. This presentation will cover:

• Understand and manage the rapid change taking place in consumers and the marketing landscape
• Re set thinking about how people use social media and explore ways marketing best fits into this new paradigm
• See a series of case studies from Discover on how they have successfully integrated marketing into social

Steve Furman
Director Online Customer Experience and Social Media
Discover Financial

4:15 Analytics: Transforming Social Media Data Into Readable & Actionable Knowledge

Taking social media data analytics to transform into knowledgeable decisions and create a return on investment

The amount of feedback and data received on the multiple social media platforms can be a daunting. Many business leaders want to know what they can do to take the large amount of data they receive and leverage it to make impactful decisions. Predictive analytics and strides in the big data community are making it easier to use and create data into understanding. In this session learn how a leading company is using analytics through social media to improve their business. Themes to be discussed include:

• Creating customized meaning from data
• What does it mean to your company?
• How can you leverage it through the C suite to making impactful decisions

Jay Topper
CCO
Rosetta Stone

5:00 Brand Management: “What Did You Do!?” Brand Reputation

Leveraging social media in your brands reputation

Social media provides a variety of opportunity in business. One of these opportunities is managing brand perspectives once again proactively. In one of the many examples that could be used the Oil spill disaster in the gulf provides a great lesson. BP attacked social media to try and manage the reputation of the company and convey its message of commitment to cleaning up the gulf. Leveraging this part of social media is huge in keeping an approval form your companies brand high. In this session learn from a company who has dealt with using social media to paint a positive picture for the brand. Themes to be discussed include:

• Crisis management strategies
• Creating a unique identity for your brand
• Positioning your brand against competitors to meet your market strategy

Elisabeth Zuerker
Head of Social Media Marketing
Taco Bueno Restaurants

5:45 Close of Conference Day One