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

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!

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

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.

Every brand is leveraging digital channels to engage audiences and build their brand. The advent of omni-channel marketing across an ever-growing list of digital platforms presents opportunities AND risks for brands. Proliferation of digital presence leads to brand fraud that can undermine the ability for the brand to defend its voice and authenticity. We will explore the digital fraud blind spots that every brand should anticipate with technology and process without overextending your team.

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.

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.

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

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.

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.

Social media is the first marketing channel where consumers can actually talk back to brands. And they do! Is your brand listening, or is it forgetting the “social” in “social media”? By actually engaging with prospects and customers in social media, and providing customer service support when needed, you will create a virtually endless pipeline of content marketing ideas!