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.
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 explore the three pillars of customer engagement: Confidence, Connection, and Convenience.
Keynote
Digital Detoxing, Falling Customer Trust, and the Rise of New Platforms
The rules of customer engagement are changing fast. In this session, Hootsuite CMO Penny Wilson shows how to renew brand relevance and ignite growth by following the 3 C’s of customer engagement. She covers the most significant changes in consumer behavior, explores how brands are balancing private and public engagement, and shares how to use social as a golden thread to build strong customer relationships and drive transformative business growth.
Building Confidence
Trust is the foundation of customer relationships. Learn how to reignite confidence by building a trusted culture.
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EX is the new CX
Michael Meyers, Manager, Marketing Technology & Michael Yoder, Lead Communications Specialist, Spectrum Health
Join Michael and Michael as they speak about how building employees’ digital and social media skills results in a better customer experience in the health care sector.
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Transforming Your Business from Within to Build Confidence and Digital Skills
Kim Beddard-Fontaine, SVP Digital & Employee Communications, Sodexo
In this session, Kim covers how Sodexo, a food services and catering facilities management company used Hootsuite to launch and implement the company’s global employee advocacy program.
Establish More Meaningful Connections
Customers are clear on what they want from social: less corporate content, less empty experiences, and more meaningful connections.
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How to Win in Relationships
Melissa Werley, Field Marketing Director, Sodexo
With the decline of news feeds and the rise of privacy concerns, peer trust is now more important than ever. Join Melissa from Sodexo as she discusses how Sodexo Universities is harnessing the power of 1:1 relationships.
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Welcome to Social Business (French)
Yann Dirheimer, Sr Marketing Manager, Southern Europe, Hootsuite
In this French-language session, Yann explores how social media has disrupted the way brands communicate with their clients, followed by a panel discussion where four French B2B and B2C brands share how they’ve integrated social across their organization.
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1:1 Relationships at Scale
Jenny Devine, Social Business Leader, Bank of Queensland
Join Jenny as she speaks about BOQ’s social media operating system and how she manages social media risk by using an intelligent risk framework and a centralized community management hub.
Increasing Convenience
Customers always want easier and more enjoyable ways to engage with your business.
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Unified Customer Experience: A 360 Degree View of the Customer
Cody Crnkovich, Head of Platform Partners & Strategy, Adobe
Discover how Adobe built and executes on their 360 degree view of the customer company wide, including the use of social data and insights.
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Community Engagement: What Brands Can Learn from the Gaming Industry
Tobias Palm, Senior Community Manager, Square Enix Europe
In his session, Tobias shows how engaging with gamers allows Square Enix Europe to turn gamers into ambassadors and gain valuable insights to inform game development.
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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 shares key takeaways from the City of Adelaide’s experience with implementing a chatbot and looks at the future of Al.
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Unifying 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, sharing strategies she uses to maintain clear messaging and deliver a consistent experience to 12,000 stakeholders and over 100,000 customers.
