Social CRM & the Social Customer

Possibly the most buzzword compliant session at the Expo, this particular discussion will focus on the practicalities that enterprises face. Employees are bringing requirements and expectation levels to the workplace that are based on their experiences in the consumer world. They want to use their own devices, and cannot understand why they can't collaborate, search and connect to business applications whilst on the move. Delivering on such expectations is difficult, and the panelists from analysts firms Real Story Group and Ovum, will engage in a spirited discussion around what they are hearing from their customers, what is working, what is not and what is the prognosis for IT directors under pressure. This should prove to be a particularly informative and essential session to attend.

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During the session we will explain the Sogeti Teampark social platform implementation, which involved 16 countries and 20000 employees.We will also share with you our mistakes and successes along this journey.Most importantly we will be transparent and answer all your questions, even the non-politically correct ones.

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Most technology procurement today is led by business and IT managers, rather than seasoned and trained procurement professionals. This sessions provides you with insight drawn from many years helping major organizations around the world buy the right business technology, at the right price in a timely manner. We will give you a step by step practical guide to this process from gathering initial requirements, through the practicalities of issuing tenders/rfp's to closing the deal.

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For those of you unfamiliar with this format, the concept is simple. Audience members bring their toughest, thorniest, most intractable social workplace technology conundrum or project challenge to the session. A team of experienced consultants will compete to offer you the best advice in 2 minutes or less. The twist, though, is that we'll use noise-canceling headphones to make sure the consultants cannot hear the answers that the other consultants give. So we'll hear clever, insightful, likely controversial, and sometimes entertaining answers to your questions.

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Mark describes his organisation and its need for a single one-stop shop solution to collaboration in the modern era. He demonstrates the impact that Social software has had both externally and within his enterprise.

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Most technology procurement today is led by business and IT managers, rather than seasoned and trained procurement professionals. This sessions provides you with insight drawn from many years helping major organizations around the world buy the right business technology, at the right price in a timely manner. We will give you a step by step practical guide to this process from gathering initial requirements, through the practicalities of issuing tenders/rfp's to closing the deal.

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How are customers using social media? Is it all hype or are there ways in which organisations can change the dynamic of customer service using social tools? Based on a study of actual customer interactions with brands, this session looks at the opportunities to embed social into customer experience strategies.

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