World Class SOCIAL CUSTOMER DIALOG 2015

June 1st - 2nd

What attendees said about the 2014 Edition:

“Great event with actual focus on Social Customer Service. Very good presentations and networking possibilities. I’m looking forward to the next one!”

Thomas Eckhold, Partner for the Development of a Customer Experience and Engagement Strategy, ORACLE, Germany

“I found the conference very good with lots of interesting people and conversations. It was also good to have a mix of industry and vendors. I think what was most interesting for me was to better understand where Social Customer Service is within Europe.”

Guy Stephens, Co-Founder, FutureCare Initiative, United Kingdom

Fleming’s Conference Hotel

Elbinger Straße 1 - 3

Frankfurt am Main

Do You Provide Great Support To Your Social Customer?

#wcsc15

World Class SOCIAL CUSTOMER DIALOG 2015

June 1st - 2nd Frankfurt, Germany

Attend This Year and Profit from

• 14 Best Practice Case Studies from Around the World

• Personalized Agenda and Networking Concierge Service

• Hybrid On- and Offline Community and Conference

• Structured Peer-to-Peer Matchmaking for Targeted Networking

Contributors

Key Topics such as

• Organization of Global Social Media Channels

• Service Dialog and Communities

• Social Media and B2B

• Analysis of Social Media Data

• Client Reactivation

• Managing a Combined Social and Support Team

• Customer Live Chat

• Engaging Customers through Social Media

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FROM ZERO TO HERO - HOW TO IMPLEMENT SOCIAL MEDIA TO CUSTOMER SERVICE

08:55Introduction by the chair

09:00Social Service - Social Media: More Than Just Another Channel!• Status Quo analysis: Social media meets business• Embed social media into a truly omni-channel strategy• 360° Customer experience management• Leverage the power of social media to drive a better business• The big picture: How social media ties into your company’s value proposition• Best & Next PracticesDr. Peter GentschFounder and AssociateB.I.G. Social Media GmbH

09:45Solid Social Media and the Importance of Expectations• This is Happy Socks, customer view contra customer service crew• How to implement a sustainable customer service & social media strategy to meet demanding expectations• The Happy Socks social media landscape and content eco systemSamanta Morgenstern Customer Service and Social Media Team LeadHappy Socks AB

10:30Coffee break with manetch-organized networking

11:00The Underestimated Power of Intelligent Customer Live Chat• Using chat for ages within our private communication and nowadays smartphones are commodity which changed customer dialog journeys• Intelligent customer live chat: not only an opportunity but a necessity for successful customer dialog and a boost for incremental sales• Different ways to exploit potentials using intelligent customer live chat and needs for software implementation, agent training and the integration into customer care workflowsBen EllermannDeputy Headbuw digital GmbH

11:45Social Customer Service - a Sky Case Study• Journey history of Sky’s development of social customer service - from nothing to award- winning in two years...• Learning points from that - around operating model, partners, governance and tool sets• Position now - what we are thinking about and working onSharon Reeves & Christopher JohnsonDirector of Digital Services & Head of Channel DevelopmentSky UK

12:30Lunch break with manetch-organized networking

MONDAY, June 1thMorning Sessions

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DEEP ENGAGEMENT AND WORKING WITH CALL CENTER AGENTS

14:00The Journey Continues...How to Engage Deeply with Your Customers• Once Facebook and Twitter are working as support channels, what’s next?• Moving away from one-to-many support, the new many-to-many model• Let’s explore together how to keep deeply connected with customers through service communitiesDelfin VassalloSocial Media Operations Manager EuropeMicrosoft

14:45The Powerful Social Customer and How Brands Benefit• Today’s impatient social customers demand your attention on Facebook today, Twitter tomorrow and Instagram on holiday. Does your brand know how to navigate this social customer ecosystem?• Brands that learn to appreciate and understand the social customer are rewarded with loyalty, priceless word of mouth marketing and sales• Learn how leading companies are not only managing the social customer dialog, but embracing it to build lasting relationships and lovable brandsVit HorkyChief Executive OfficerBrand Embassy

15:30Coffee break with manetch-organized networking

16:00Social = Mobile = Online - Engaging with Our Customers• Social media strategy at AXA Switzerland: Organization, processes, content strategy, actions and goals• Integration of Social Media Inbounds to the service center: Approach, requirements, training and processes• What’s next? Learnings and roadmap for the futureGaetano MeceneroSenior Social Media ManagerAXA Versicherungen AG

16:45From Call Center Agents to Engagement Specialists• Recruiting, training and setting up an organized customer service team• Learning journey to find the best partners for social media engagement• Great engagement examples of PhilipsLaetitia GrammaticoSenior Social Media Consumer Care ManagerPhilips International B.V.

17:30Evening Recept ion

MONDAY, June 1thAfternoon Sessions

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COMMUNITY AND SOCIAL MEDIA MONITORING

09:00Setting a Social Service Landscape During a Merger - a Snapshot • Social service objectives at Telefónica Germany • The goal, vision and mission• Best of breed and beyond - learning from each others’ best practiceThilo MeyerHead of Social Media & Online ServicesTelefónica Germany GmbH & Co. OHG

09:45From Conversation to Conversion: Social Customer Care in the Insurance Business• Social selling via the agents network• Deep dive social customer care approach “Allianz helps”: Process-excellence, multi-channel & proactive outreach• Representative study on social customer care: Focus on customer expectations (cross-sector)René GolzeProject Manager Digital Agency, Social Media and Digital InnovationAllianz Deutschland AG

10:30Coffee break with manetch-organized networking

11:00Interac t ive Work ing Groups

Choosing the Correct Social Media Channel for Customer SupportAnja BonelliBoard Member Ressort MitgliederCall Center Verband Deutschland e.V.

There is No Social without Change ManagementVivian PeinChairwomanBundesverband Community Management e.V.

12:30Lunch break with manetch-organized networking

TUESDAY, June 2thMorning Sessions

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SOCIAL CUSTOMER SERVICE: BEST PRACTICES

14:00B2B: Social Customer Service for Professional Power Tools• The importance of service • Managing and distributing inquiries into the organization • Setting up a Social Rollout model Michael SchreiberHead of Online CommunicationFestool GmbH

14:45Customer Experience at Lieferheld• Our understanding and definition of great Customer Service • What really drives customer loyalty? • Insights: How Lieferhelden delivers customer serviceFrédéric CoudrierTeam Manager Customer CareDelivery Hero Holding GmbH

15:30Coffee break with manetch-organized networking

16:00Social Media: The Presence vs. Being Present• Why do companies go social?• Having a presence versus being present in social media• How we do it at HARTMANN: Our target & preparationDeniz CelikSenior Manager Content MarketingHARTMANN Group

16:45Panel D iscuss ion wi th Speakers o f the Day

17:30End of the Conference

TUESDAY, June 2thAfternoon Sessions

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Gaetano Mecenero, Senior Social Media Man-ager, AXA Winterthur:

Gaetano is Senior Social Media Manager at

AXA Switzerland. He is also a lecturer at Zurich University of Applied Sciences and the initiator of «SOMshare». He is a Digital Change Evan-gelist.

Samanta Morgenstern, Customer Service and Social Media Team Lead, Happy Socks AB:

Samanta has many years experience in online marketing and customer optimization. She studied history, literature and language which

has been an unexpected asset in the chosen line of work. Samanta enjoys mixing up tasks and responsibilities, for example optimizing a process one day and creating an Instagram campaign the next.

Deniz Celik, Senior Manager Content Market-ing, HARTMANN Group:

Deniz is a health care enthusiast who believes that she can change the world. She has been working with the trusted brand HARTMANN for seven years; she started in marketing in

Turkey, and works now in corporate communi-cations at the headquarters.Her specialties are market analysis, communi-cation, business development, social media, content marketing, analytics, health care and medical devices.

Ben Ellermann, Deputy Head, buw digital GmbH:

Ben works within Social Media and digital communications since 2008. He was head of community management and editor in chief at stayblue.de, a social network with 600.000 Users back then. At buw Ben helped to launch the digital subsidiary buw digital for which he is working as deputy head today. Ben de-

signs and implements digital communication projects, e.g. social customer care, live chat (Sales and Service), corporate community management and social media governance as consultancy service or outsourcing service. Ben is Chairman of the BVCM Board, Speaker for Social Media Management and digital com-munications, lecturer at the Leipzig School of Media and examinant with the PZOK.

Vivian Pein, Chairwoman, BVCM e.V.:

Vivian is chairwoman of the German associa-tion for social media professionals and a well known expert on social media and community management. She launched a social intranet in 2007, worked as community manager for

XING and built up the social media strategy, including the social customer service team, for a mayor logistic company. Currently she is working as a freelance consultant, helping companies to integrate social media into their business processes.

part of the World Class Series by

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Vit Horky, Co-founder and CEO, Brand Embas-sy:

Vit is the Co-founder and CEO at Brand Em-bassy, a social media customer care software helping brands provide excellent customer service for today’s impatient social customer. With more 100 than enterprise clients, includ-ing T-Mobile, O2, Vodafone, GE Money and Lenovo, Brand Embassy has proven itself as

a powerful enterprise tool changing the way brands build relationships with their custom-ers. Vit is also a founding member of Future Care Today, a non-profit community initiative with a mission to drive innovation in customer care. When he’s not speaking at conferences, tweeting about #SocialCustCare, or cheering on his Prague-based team, you’ll find him playing beach volleyball and musing about the fascinating life of bees.

Michael Schreiber, Head of Online Communi-cation, Festool GmbH:

At Festool - a manufacturer of electronic power and air tools - Michael is responsible for Corpo-

rate Websites, E-Mail-Marketing, Online-Mar-keting and Social Media. He has many years of experience in online services and operates the online customer dialog successfully.

René Golze, Project Manager Digital Agency, Social Media and Digital Innovation, Allianz Deutschland AG:

René studied business administration at Euro-pean University Viadrina, Bard-College (USA) and Maastricht University (NL). He built up an internet start-up with Bertelsmann Arvato AG and sold it. Since 2001 he has been working with Allianz in the digital area - today as project manager digital agency, social media and digital innovation. Currently, he is in charge of

enabling over 8.400 tied agencies to acquire and keep ROPO customers (Research On-line, Purchase Offline) by digitizing the entire customer life cycle along the sales process and maximizing the business impact of social media. Besides that, he is working on creat-ing brand-building customer interactions and producing social leads via the umbrella social brand pages and through implementing the digital side of the bigger campaigns of Allianz Germany.

Sharon Reeves, Director of Digital Services, Sky UK:

Sharon has over 15 years’ experience in digital customer service; having joined the original UK internet bank Egg just before launch and subsequently managed its customer web-site presence; introducing one of the earliest comprehensive content management systems. She also pioneered online collections at the

bank, before amalgamating the digital and con-tact centre operations. At Sky, she is responsi-ble for all Digital Customer Services; as well as managing assisted service channels including Live Chat, automated IVR, Knowledge Man-agement, Interactive TV, email and, of course, Social Media and Community; in which she has established one of the most respected customer service operations in the UK.

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Delfin Vassallo, Social Media Operations Man-ager Europe, Microsoft:

Multicultural digital mind who speaks in four languages and dreams in five. With a 20+ year journey surfing between advertising, market-ing, and social business; working for integrat-ed and social media agencies in a number of industries: automotive, IT, luxury, travel and

hospitality, financial and banking, profession-al services, FMCG, retail, telecom, charities, agricultural supplies; as well as client side with global brands.Delfin really hates those guru, maven or rock star titles; he rather aims to be just a Digital Vil-lager, simply another inhabitant of McLuhan’s global town, doing real business in the virtual world.

Christopher Johnson, Head of Channel Development, Sky UK:

Chris has 10 years experience across digital customer service, ranging from Knowledge Management, to Live Chat and has previously

had responsibility for Online Customer Service at O2 and Carphone Warehouse. At Sky, he is responsible for Channel Development as part of Digital Customer Service and is the business owner for Communities and Social Media, Live Chat, Automated Voice Self Service and Email.

Laetitia Grammatico, Senior Social Care Man-ager, Philips Consumer Lifestyle:

Laetitia has a passion for listening to consum-ers. She has spent over 15 years working in consumer insights, finding out what consum-ers think through focus groups, home visits and online research on topics as diverse as product satisfaction, shopping behavior, new product development and ad testing. She believes that the way to achieve sustainable

growth is through delivering a great customer experience. She enjoys gathering and inter-preting consumer insights to create strategies to improve the customer experience. In the past years, she has come to believe that social media is the best source of consumer data, and is dedicated to using this data to improve consumers’ lives. Laetitia is currently respon-sible for the way Philips uses social media to help consumers globally.

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Registration (fax to +49-30-20898-1389 or email to events@manetch.com)

Please choose your delegate pass and enter your information below to register as a World Class Social Customer Dialog 2015

attendee.

Onsite Industry Pass (full access to conference as well as full access to conference materials and delegate matchmaking)

€ 990.00

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€ 1990.00

Online Pass (no access to conference, but full access to conference presentations, session videos and delegate matchmaking)

€ 490.00

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§ 1 Services

Manager eMatch GmbH (manetch), Kreuzbergstr.37, 10965 Berlin, Germany, operates a global platform for knowledge and

experience exchange among the global business community. The following Terms and Conditions regulate the contractual

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manetch reserves the right to replace speakers if circumstances require and to make any necessary changes to the pro-

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