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.

Breakfast2019 Hub Penny

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.

Building confidence

Trust is the foundation of customer relationships. Learn how to reignite confidence by building a trusted culture.
  • Imagen para EX is the new CX

    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.

  • Imagen para Transforming your Business from within—Starting with your employees—to Build Confidence and Digital Skills

    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.
  • Imagen para How to Win in Relationships

    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.

  • Imagen para Establishing meaningful connections (French)

    Establishing meaningful connections (French)

    Welcome to Social Business—Unlock the Value of Social

    Panel—Du Social Engagement au Social Business

  • Imagen para 1:1 Relationships at scale

    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.

Enabling Convenience

Customers always want easier, and more enjoyable ways to engage with your business.
  • Imagen para Unified Customer Experience: 360 Degree View of the Customer

    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.

  • Imagen para Community engagement: what brands can learn from the gaming industry

    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.

  • Imagen para IQ Meets EQ: Powering Customer Experience through AI and Emerging Tech

    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.

  • Imagen para Unified Customer Experience

    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.