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David Tarrant, Global Technical Community Manager, talks about how RS components has addressed the issue of engaging engineers with social media threough the creation of a sub brand and demonstrating the value of that social activity through various metrics. |
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Rina Gioia, Customer Insight Manager at Chivas Brothers and Karen Williams from Spectrum Consulting talk about the Real Friends campaign that Chivas Brothers has launched with digital media at the centre, in order to be able to reach their target audience as well as measure the campaign's success. |
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Angus Nisbet, Brand Director at meccabingo.com, Rank Interactive talks about how the social space is providing new revenue opportunities for the gaming sector. |
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Mark Westaby reflects on the value of organisations coming together from across industries and sectors to discuss their social media issues and experiences. Mark goes on to share his thoughts around how social media is impacting on marketing and business in general. |
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Justin Ablett, Associate Partner and Justin Abramson, Senior Managing Consultant at IBM Global Services discuss the value of social media for an organisation and how it can be leveraged internally in order to share knowledge and resources. |
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Brendan Dineen, Director of Marketing – Demand Programmes at IBM UK talks about the Chief Marketing Officer survey that IBM has been conducting in order to understand the role and concerns of the CMO and what is likely to be on the agenda for technology requirements over the next few years |
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Don E. Schultz, Professor of Integrated Marketing Communications at Weatherhead University talks about the changing face of marketing and how successful marketing in the future will depend on listening to the customer, communicating with them through their chosen channels and responding quickly |
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Nicola Millard, Customer Experience Futurologist at BT explains her role as identifying trends. By looking at how developments in technology influence changes in customer behaviour, BT is able to develop strategies which address the implications of these behaviour changes. BT has seen the rise of the autonomous customer, who has sought independent advice and is very well informed prior to contact. This has introduced a level of complexity to the organisation which has lead to the requirement for networked experts within its customer service planning |
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Andrew Cushing, Head of Marketing talks about how Build Center is now investing more heavily in customer data and insight in order to develop its strategic marketing initiatives. For example, analysis of their customer data has enabled them to identify trends around lost sales and subsequently launch Spend & Save, a reward scheme based on incremental spend |
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Andrew Mann, Director of Loyalty and Insight talks about how Sainsbury’s keep their customers engaged by ensuring that communications are relevant and well-timed via the Nectar card scheme, which enables them to understand the customer as well as provide the customer with loyalty rewards. |
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Michael Lynch, Head of Demand Planning at National Savings & Investments talks about their multi-channel approach and how NS&I ensure they have the capability to serve customers in the ways they want to be served |
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Claire Zuurbier of IBM, formerly Head of Digital, Great Ormond Street, speaks to Lindsay Bruce from Cranfield School of Management |
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Craig Lee, Head of CRM and Customer Experience at Emirates speaks to Dr Emma Macdonald from Cranfield School of Management |
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Andrew McMillan of Charteris plc, formerly Head of Customer Services, John Lewis, speaks to Dr Emma Macdonald from Cranfield School of Management |
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Mike Turner, Head of MIS, Wolters Kluwer, speaks to Lindsay Bruce from Cranfield School of Management |
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Martin Upcraft, Associate Partner, IBM Business Analytics and Optimisation, speaks to Lindsay Bruce from Cranfield School of Management |