The future of customer engagement
Customer engagement is shifting to social. The value of social media has extended beyond the marketing department and now sits as a central part of the customer and employee experience.
This means innovation on social is no longer optional. It’s expected by customers, employees, and shareholders. Successful brands embed the customer mindset and employee voices throughout their organizations to succeed.
Inspiring brands and the industry’s brightest experts joined us at our social breakfast events in Toronto, London and Melbourne to dive into the three pillars of customer engagement: Confidence, Connections and Convenience.
Digital detoxing, falling customer trust, and the rise of new platforms
The rules of customer engagement are changing fast. In this session, Hootsuite's CMO Penny Wilson shows how to renew brand relevance and ignite growth by following the 3Cs of customer engagement. She covers the most significant changes in consumer behavior, show how brands are balancing private and public engagement, and how to use social as a golden thread to build strong customer relationships and transformative business growth.
Trust is the foundation of customer relationships. Learn how to reignite confidence by building a trusted culture.
EX is the new CX
Michael Meyers, Manager, Marketing Technology & Michael Yoder, Lead Communications Specialist, Spectrum Health
Join Michael & Michael as they speak about how building digital/social skills internally with employees results in a better customer experience in the healthcare sector.
Transforming your Business from within—Starting with your employees—to Build Confidence and Digital Skills
Kim Beddard-Fontaine, SVP Digital & Employee Communications, Sodexo
In this session, Kim will cover how Sodexo, a food services and catering, facilities management company used Hootsuite to launch and implement their employee advocacy programme for the company globally.
Establish More Meaningful Connections
Customers are clear on what they want from social: less corporate content, less empty experiences, and more meaningful connections.
How to Win in Relationships
Melissa Werley, Field Marketing Director, Sodexo
With the decline of newsfeeds and the rise of privacy concerns, peer trust is now more important than ever. Join Melissa from Sodexo as she discusses how Sodexo Universities has harnessed the power of 1:1 relationships.
Establishing meaningful connections (French)
Welcome to Social Business—Unlock the Value of Social
Panel—Du Social Engagement au Social Business
1:1 Relationships at scale
Jenny Devine, Social Business Leader, Bank of Queensland
Join Jenny as she speaks about the social media operating system which BOQ uses, and how she manages social media risk by using an intelligent risk framework and a centralised community management hub.
Customers always want easier, and more enjoyable ways to engage with your business.
Unified Customer Experience: 360 Degree View of the Customer
Cody Crnkovich, Head of Platform Partners & Strategy, Adobe
The Unified Customer Experience: how Adobe built and executes on their 360 degree view of the customer, company wide, including the use of social data and insights.
Community engagement: what brands can learn from the gaming industry
Tobias Palm, Senior Community Manager, Square Enix Europe
In his session, Tobias shows how building and engaging with gamers allows Square Enix Europe to turn them into ambassadors and provide the company with social insights to inform game development.
IQ Meets EQ: Powering Customer Experience through AI and Emerging Tech
Clayton Wehner, Manager, Marketing Strategy and Innovation, City of Adelaide
In this session, Clayton will cover City of Adelaide’s experience with using a chatbot, the advantages and the future of Al.
Unified Customer Experience
Corinna Maloney, Associate Director, Digital Communications, RMIT University
In this session, Corinna talks about the importance of knowing your audience on social media, she shares how she maintains clear messaging and consistent experience with 12,000 stakeholders and over 100,000 customers.