SMi Group's inaugural Social Media in the Telecoms Sector conference is coming to London this July

1. 2014Holiday Inn Regents Park, London, UK
Using social media to make your brand and offer stand out from the crowd
S cial Medi the
elecoms Sect r
16th & 17th
JULY
KEY SPEAKERS INCLUDE
• Luis Angel Galindo Sanchez, General
Manager Strategy & Innovation, Telefonica
• Ahmad Mourad, Senior Director-Customer
Operations Strategy, Planning & Support,
du
• Patrick Moeschler, Head of Social Media,
Corporate Communications, Swisscom
• Charlotte Dunsterville, Customer Experience
Director, Sure
• Steve Loynes, Managing Director,
Technology, Hill+Knowlton Strategies
• Tim Gibbon, Editor, Social Media Portal
• Rachel Hawkes, Associate Director of
Social, OMD International
• Malcolm Wells, Director, Malwell Corporate
Projects
• Steve Nicholls, Digital Strategist, Social
Media in Business
• Matt Rhodes, Digital Director, Freshminds
• Carl Lyon, Managing Director, The QoE
…And many more!
KEY BUSINESS CHALLENGES ADDRESSED
• Virality – how far and what impact is your social media
strategy having?
• How can social media help telecoms companies to
become ever-more customer-centric organisations?
• Opportunity response rates - how to discover and respond
to opportunities in social media
• Channel reporting – determining how many visits and
leads individual social media channels are generating
• Keeping up to date with the latest trends in online social
behaviour and how it affects your social media approach
• How to use social media for customer acquisition
• How to achieve successful targeting and segmenting with
social media
SMi Group are proud to announce the launch of...
www.socialmedia-telecoms.com
BOOK BY 30th APRIL AND SAVE £300 • BOOK BY 30th MAY AND SAVE £100
Register online or fax your registration to +44 (0) 870 9090 712 or call +44 (0) 870 9090 711
PLUS AN INTERACTIVE FULL-DAY PRE-CONFERENCE
WORKSHOP • TUESDAY 15TH JULY • 08.30-16.30
The impact of social media on
corporate communications
Workshop leaders
Malcolm Wells, Director, Malwell Corporate Projects
Neville Wells, Director, Bridgewell Communications
BOOK BY 30TH APRIL AND SAVE £300 • BOOK BY 30TH MAY AND SAVE £100
@SMi_Group
#TELECOMSSMI
in

2. Social Media in the Telecoms Sector
Day One Wednesday 16th July 2014 www.socialmedia-telecoms.com
Register online at www.socialmedia-telecoms.com • Alternatively fa
8.30 Registration & Coffee
9.00 Chairman's Opening Remarks
Steve Nicholls, Digital Strategist, Social Media in Business
9.10 How to define an omnichannel customer engagement
strategy
• Facts about social media in businesses
• Customer vs. fans - Who should be my salesman?
• How to incorporate social aspects from my customers in
your CRM
• Real-time segmentation for personalised marketing
Luis Angel Galindo Sanchez, General Manager Strategy &
Innovation, Telefonica
09.50 Social media - Customer experience and the unstoppable
trends
• The unstoppable trends and the world we live in
• Social Media, the ‘digital natives’ and ‘digital immigrants’
and the resultant expectations
• Social Media matters; customer experience redefined
• Social Media and the new generations of customer services
and channels
• Social Media and the intertwined relationship with
company growth and performance
Ahmad Mourad, Senior Director, Customer Operations
Strategy, Planning & Support, du
10.30 Morning Coffee
10.50 The age of engagement - Making social part of customer,
employee, and stakeholder engagement
• Social media as a communication and marketing
opportunity for all your company’s employees
• Establishing your organisation’s values externally with social
media – training your employees to deliver
• Looking beyond the communications and marketing
departments to maximise the benefits of social media –
customer service and customer experience management
Sally Fuller, Director Propositions, Marketing, & Customer
Experience, Kcom
11.30 Creating value for the brand and the business
• Social media governance: ensuring a brand-aware
presence
• Collaborating in a decentralised social media organisation
• Evaluating the success and business value of social media
Patrick Moeschler, Head of Social Media, Corporate
Communications, Swisscom
12.10 Networking Lunch
13.30 Creating competitive advantage from latest trends in digital
and social media technologies
• Why digital and social media technologies so important to
telecoms companies and their customers
• What are the key strategic challenges that have to be
managed
• How some leading companies are creating competitive
advantage
• How telecoms companies can add more value to their
customers
• How new advances in technology may affect social media
and telecoms companies
Steve Nicholls, Digital Strategist, Social Media in Business
14.10 Assessing the operational risk landscape for marketing and
PR using social media
• How are risks changing for social media strategies and
what can be done to mitigate them?
• What are the full panoply of risks associated with social
media use and interaction with customers and the broader
public?
• Do internal or external risk factors offer the greatest threat
to corporate reputation and ultimately bottom-line
performance?
Malcolm Wells, Director, Malwell Corporate Projects
14.50 Afternoon Tea
15.10 It’s not the size, but what you do with it. How to measure what
matters in social media
• It is easy to produce numbers about what you are doing in
social media, but how many of these numbers really
matter? How do you know what to measure and what not
to measure?
• We will look at three cases to explore how to measure what
matters:
- A campaign – how to show ROI of a social media campaign
- Ongoing social media investment – how do you measure
the impact of your efforts long term and justify investment
in social media
- Comparing social media against other media types – how
to adopt a test-measure-learn approach to your investment
• This will be a case study-led presentation with an open
‘social media measurement’ surgery for audience to get
some immediate advice on how to measure what matters
Matt Rhodes, Digital Director, Freshminds
16.10 Maximising customer engagement with timely and effective
content management
• Assessing the elements of content and their use so that they
can be deployed to maximise engagement with your
target audience
• Defining your engagement approach – what are your
goals?
• How can advertising be used in conjunction with social
content?
Russell Davies, Director, Lobster Digital Marketing
16.50 Chair’s Closing Remarks and End of Day One
WHO SHOULD ATTEND?
ORGANISATIONS:
• Telecom companies
• MVOs (Mobile network
operators)
• MVNOs (Mobile virtual
network operators)
• Digital/PR agencies
• Software vendors
• Social Media
• Digital Marketing
• Customer Experience/Insight
• Customer Marketing
• Marketing Analytics
• Business Intelligence
• PR
• Corporate Communications
• Brand Management
Heads of departments and manager for the following job descriptions
would benefit from attending this conference:

3. ax your registration to +44 (0)870 9090 712 or call +44 (0)870 9090 711
8.30 Registration & Coffee
09.00 Chair’s Opening Remarks
Malcolm Wells, Director, Malwell Corporate Projects
09.10 How to use social media for customer acquisition
• Tactics required for customer acquisition via social media
• Using online content effectively as part of the acquisition
process
• Examining what KPIs look like for the process as a whole
Joel Turner, Head of Content Strategy, Blueclaw
09.50 Social media and digital marketing – Getting them working
together to drive bottom-line performance
• Improving mobile and online capabilities to drive insights
about your customers
• How do you get your social media activity to help your
digital marketing activity?
• Improving digital activity to raise customer satisfaction and
drive sales – are you using the full potential of apps?
Daniel Tibor Fuchs, Head of Innovation, Vodafone Brasil*
10.30 Morning Coffee
10.50 How to achieve successful targeting and segmenting with
social media
• How does the targeting and segmentation process draw
upon and move beyond traditional approaches?
• How to reach the audience you need with the right offer
• Leveraging paid advertising with social media enterprises
Steve Loynes, Managing Director, Technology, Hill+Knowlton
Strategies
11.30 Lawyers Love Tweets and Twerks
• Social media malaise: Insights and experience about other
companies who have embraced social media but lost the
plot when it comes to liability
• A little bird told me: Update on laws about social media
content
• Controversy pays (lawyers): Learn how to avoid legal
controversy in social media
Joanne Frears, Consultant Solicitor, Head of Intellectual
Property, Jeffery Green Russell
12.10 Networking Lunch
13.30 Keeping up to date with the latest trends in online social
behaviour and how it affects your social media approach
• How do potential and existing customers interact with your
brand
• How do different social media sites perform in delivering
the audience you need to reach?
• How is social-media use predicted to change - will it
impact effectiveness as a marketing and customer service
tool?
• How advances in technology will affect social media and
how telecoms companies need to take this into account
Richard Clifford, Head of Business Strategy, DigitasLBi
14.10 How can social media help telecoms companies to become
ever-more customer-centric organisations?
• Where should the emphasis lie with telecoms companies
with social media, revenue generation or customer
service?
• How to exploit advantage as the supplier of the most
important social media platform
• In what ways can the organisation become more
customer centric with a comprehensive social media
strategy
• Will the strategy only ever work with certain demographic
groups?
Carl Lyon, Managing Director, The QoE
14.50 Afternoon Coffee
15.10 A practical view of customer engagement using new
communication channels
• The complexity of variations across interaction platforms
• How Sure moved towards omnichannel customer
management from a traditional contact centre
environment
• Understanding and measuring the value of engagement
• The risks and benefits of employees engaging in new
communication channels with customers
Invitation to: Charlotte Dunsterville, Customer Experience
Director, Sure
15.50 Panel Discussion: Determining the best use of blogs -
Effective marketing tool or communications channel?
• Are blogs simply expensive in terms of effort and of little
value to the reader?
• Ensuring you have something interesting and relevant to
say about your brand
• Using a blog to drive traffic to your broader digital
presence and keeping in touch with your audience
Panellists:
Tim Gibbon, Editor, Social Media Portal
Rachel Hawkes, Associate Director of Social, OMD International
16.30 Chair’s Closing Remarks and End of Conference
Want to know how you can
get involved?
Interested in promoting your
services to this market?
Contact Julia Rotar on
+44 (0)20 7827 6088 or email:
jrotar@smi-online.co.uk
Social Media in the Telecoms Sector
www.socialmedia-telecoms.com Day Two Thursday 17th July 2014
LEADING MEDIA PARTNERS SPECIAL MEDIA PARTNERS
topPRagencies
INDEPENDENT RATINGS ON PR AGENCIES
SPONSORSHIP OPPORTUNITIES
SMi offer sponsorship, exhibition, advertising and branding packages, uniquely tailored to complement your company's marketing strategy.
Should you wish to join the increasing number of companies benefiting from promoting their business at our conferences please call:
Alia Malick, Director, on +44 (0) 207 827 6168 or email amalick@smi-online.co.uk
*Subject to confirmation

4. Workshop leaders
Malcolm Wells, Director, Malwell Corporate
Projects
Neville Wells, Director, Bridgewell
Communications
Workshop overview
Social Media is a valuable addition to the Corporate
Communications arsenal but, all too often, the two are not
properly integrated. At its best, the relationship between
social media and the more traditional forms of corporate
communication can drive business, promote the brand
and build an international reputation. However, if there is
a problem with this relationship, the result is often missed
opportunities and commercial damage. This workshop will
focus on four key areas:
• An overview of the full Corporate Affairs function and
Investor Relations and how social media relates to
them.
• A look at what’s happening in the world – what’s good
and what’s not so good
• Social media and legal compliance, the formal
reporting cycle, what it is, how to work within it and
how to stay out of trouble.
• Pulling it altogether – how to apply the lessons of the
workshop to the attendees’ specific challenges and
circumstances.
Why you should attend
This workshop will be valuable to those who are: looking for
new ideas; keen to understand how their current set-up
compares with others; looking to maximize value from
social media without wasting resources or causing
corporate friction; Looking to ensure that corporate social
media activities are effective without exposing their
organisations to liabilities.
Attendees will come away with a good grasp of best
practice, ideas for improving the social media/corporate
affairs function and a grounding in compliance.
Agenda
08.30 Registration
09.00 Introduction
09.15 An overview of the full Corporate Affairs
function and Investor Relations
• What Corporate Affairs is and what it’s trying
to achieve
• How social media can support and add value
to Corporate Affairs
• What causes friction between new and old
media approaches
• How this friction can be eliminated
10.30 Coffee break
10.45 Good practice, bad practice or no practice at all
• What’s happening in the world right now
• What’s being done well, what’s being done
badly
• Who’s doing it
• What is likely to develop in the future
12.15 Lunch
13.15 Compliance – social media and the formal
reporting cycle
• Public statements and what the law says
about them
• Working with the reporting cycle
• Collect £200 or go straight to jail – how to get
the right result from ‘Passing Go’
• Future developments
14.45 Coffee break
15.00 Pulling it all together
• Corporate checklist
• What does best practice look like
• How to get there from where you are
• How to maintain the standard
16.00 Summary
16.30 End of Workshop
HALF-DAY PRE-CONFERENCE WORKSHOP
Tuesday 15th July 2014
Holiday Inn Regents Park, London
08.30 - 16.30
The impact of social media on
corporate communications

5. SUPPORTED BY

6. SOCIAL MEDIA IN THE TELECOMS SECTOR
Conference: 16th & 17th July 2014 | Holiday Inn Regents Park | London, UK Workshop: 15th July 2014, London
4 WAYS TO REGISTER
FAX your booking form to +44 (0) 870 9090 712
PHONE on +44 (0) 870 9090 711
www.socialmedia-telecoms.com
POST your booking form to: Events Team, SMi Group Ltd, 2nd Floor
South, Harling House, 47-51 Great Suffolk Street, London, SE1 0BS
If you have any further queries please call the Events Team on tel +44 (0) 870 9090 711 or you can email them at events@smi-online.co.uk
Payment: If payment is not made at the time of booking, then an invoice will be issued and must
be paid immediately and prior to the start of the event. If payment has not been received then
credit card details will be requested and payment taken before entry to the event. Bookings within
7 days of event require payment on booking. Access to the Document Portal will not be given until
payment has been received.
Substitutions/Name Changes: If you are unable to attend you may nominate, in writing, another
delegate to take your place at any time prior to the start of the event. Two or more delegates may
not ‘share’ a place at an event. Please make separate bookings for each delegate.
Cancellation: If you wish to cancel your attendance at an event and you are unable to send a
substitute, then we will refund/credit 50% of the due fee less a £50 administration charge, providing
that cancellation is made in writing and received at least 28 days prior to the start of the event.
Regretfully cancellation after this time cannot be accepted. We will however provide the
conferences documentation via the Document Portal to any delegate who has paid but is unable
to attend for any reason. Due to the interactive nature of the Briefings we are not normally able to
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Unable to travel, but would like to watch the conference live, ask
questions, participate as if you were in the room?
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(available 24 hours after the event)
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VENUE Holiday Inn Regent's Park, Carburton St, London, W1W 5EE
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