Digital customer experiences are evolving fast. That was the message that came across loud and clear at LiNC Local London 2017. The conference saw 200 marketing, digital and customer experience professionals gather in Victoria to share best practices, learn about new technological developments, and get to grips with the potential that exists in online interactions between brands and their customers.
Dayle Hall (@DayleH), our SVP and head of marketing, was master of ceremonies, and framed the event by outlining how life today is made up of digital moments that brands must live up to if they want to secure customer loyalty. He next introduced Lithium President and CEO Rob Tarkoff (@RobT) (complete with recently broken finger!) who talked us through the evolution of digital customer experiences and outlined how Lithium is investing in driving innovation.
A key point made by Rob was that the wall between what goes on inside a company and what goes on externally has reached a point of transparency. Citing examples of Pepsi and others, Rob shared his philosophy that brands need to live in a world of “heightened readiness.” Doing so can mean issues and crises can be managed and damage limitation can kick in. Rob also shared research from IDC that found brands who offer the most powerful digital customer experience typically attract 140% more spend from customers than those who don’t. Rob then shared Lithium’s four-stage formula for successful digital customer experience: Listen, Engage, Enlist and Embrace.
We then heard from digital and CX leaders from a number of Lithium users. Nina Harriede-Larson, EVP of Corporate Communications at DNB, noted that her business, Norway's largest retail bank, has undergone a digital transformation programme that was so successful that customers are no longer coming into branches. As a countermeasure, working with Lithium to build an online community has enhanced the digital customer experience, while protecting and enriching the relationships between the bank and its customers.
F-Secure’s VP of Customer Advocacy Lauri Siiljmaki shared insight into the way the internet security provider has benefited from improved insight into customer preferences as a result of implementing Lithium’s solutions. In addition, Liam Dyson, Head of Digital at Plusnet, shared his experience of improving the online digital experience for his customers, emphasising the fact (tongue only partially in cheek) that it makes Plusnet the best telecoms provider in the UK.
Dayle then introduced Alan Cline of Vista Partners who, during a Q&A with Rob, explained why and its vision for the future of the business.
Business guru and Founder of CameoWorks, Deanna Oppenheimer, gave a high-energy presentation that laid out the importance of getting digital right and provided tips on how to sell digital to the board. Deanna’s energetic rallying cry drew upon examples from the world of politics, showing that leaders who fail to grasp the importance of digital lose elections – and brands can lose market share just as readily.
The afternoon was split into three tracks – Inspiration sessions, Roundtable discussions and How To workshops – which allowed attendees to get as hand on and interactive as they wished. Customers, Lithium experts and attendees addressed issues ranging from proving ROI through to the future of social media management.
We then heard form Calvin St Juste of Comcast on the challenge of "Taming the Social Beast" before the Lithy’s, Lithium’s own awards, were presented by Dayle (congratulations to all the winners!). With the conference wrapped up, attendees took the opportunity to unwind and network over drinks at the Recharge with Lithium Party, with cocktails including 'Digital CX on the Beac'h and 'Emjoji’tos'!
* Pictures courtesy of @ArnaudL
Thanks to all who participated in making LiNC Local London a great success!
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LiNC Local London: You’ve been hearing about it for months. We’ve all been anxiously awaiting the content of the breakout sessions, who will be speaking mainstage, who the Lithy Awards Winners are, and who will be the first to start the party at the evening drinks reception!
While some of those ponderings may not be answered until June 20 th , we do have the full lineup of speakers ready for you now!
EVP, Corp. Comms | Group Head of Social Media
VP, Customer Advocacy
Head of Digital
Calvin St Juste
Executive Dir., Digital Care Strategy & Ops
In our Breakouts…
Linda Van Sueren
Sr. Community Manager
Michel Da Silva
Head of Digital
Sr. Social Strategy Manager
Post Office UK
SM & Audience Insight Manager
Sr. Community Manager
Head of Community
For the full agenda, go here. If you haven’t already, please register now for LiNC Local London!
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With less than a month to go I am becoming more and more eager for this year’s LiNC Local London. There is buzz on social, lots of excitement on the community, and an exceedingly positive feeling of anticipation with the launch of our first ever LiNC Local London. As our LiNC team (@DayleH, @CharlotteK, @DeniseJ and @FranciscaF, to name a few), work day in and day out on this event, we are more than confident LiNC Local will live up to the LiNC legacy… and beyond!
The question on my mind though: are YOU ready? What are you looking forward to this year? The keynotes? The party? The hands-on sessions with our talented Services team?
Can’t decide? Allow me to help with the top 10 reasons to register for LiNC this year:
We have packed one short day with amazing content, speakers, sessions, and experiences! Check out the LiNC Local London agenda.
Get involved – the agenda has been designed to ensure attendees can get as interactive as they wish. During the break out sessions you can learn from customers in the best practice sessions, or get hands on in the roundtable and workshop sessions led by the likes of Joe Cothrel and Dave Evans .
Get trained and certified the same week - Register for training and you get a FREE pass to LiNC Local London.
Like the word FREE? Me too. If you have a colleague that wants to attend we are running our “Buy One, Get One Free” promo! Register for LiNC Local London and you will get a free pass for a colleague or friend.
All of our Lithy Winners will be recognised at this event. Check out our record-breaking 130 submissions to hear the contenders for 2017.
Some of our most successful brands in Digital CX will be attending and speaking.
For the love of London! Obviously I am biaised but the event will be held in the heart of the world’s finest city at the Park Plaza Victoria London.
Drumroll, please… The featured keynote this year will be Deanna Oppenheimer, CEO of CameoWorks. Deanna is recognised globally for her ability to transform organisations into forward thinking, customer-centric champions.
This year, Lithium’s executives like @RobT & @DayleH will be delivering keynote sessions around the Value of Happy Customers and the latest in Digital CX along with Lithium product enhancements.
Our customers have said it themselves: our parties are awesome! After a long day of learning, planning, and sharing be sure to join us for some celebratory drinks and networking with Digital CX-ers from all across the globe!
Actually, I could keep going but I have a day of LiNC planning ahead of me. Don’t miss out on this event, and I’ll see you in June!
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Good news all, I am delighted to announce some of the panellists for the afternoon's breakout sessions in Track A - The Inspiration Room:
Liam Dyson, Business Improvement Consultant - Online at Plusnet - The Future of Social Media Management Esther Heide, Community Manager, Teamviewer - Community & Beyond Linda van Seuren, Community Manager, ING Bank NV - Digital CX is the New Playing Field
More announcements to come in the next few days so watch this space!
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