The place where the Customer counts

Free thoughts on CRM, Business and the next big thing

The place where the Customer counts - Free thoughts on CRM, Business and the next big thing

Social Business Forum 2012 – my personal agenda

Here we are, few days more and the Social Business Forum 2012 will start with an astonishing list of speakers and experts. For those who are interested I post below my personal agenda which will be mainly focused, essentially for the premium conferences, on the customer service side of Social CRM. And yes, there also are my two speeches on big data and analytics :)

If you’re in Milan next 4 and 5 June, use the occasion to attend to one of the most interesting event on Social Business in Europe. See you there.

4 JUNE 2012

10.15 – 10.45 From Social to Business OpenKnowledge

10.45 – 11.15 From Stress to Success – Pragmatic pathways for Social Business John Hagel

11.15 – 11.45 Enterprise gamification to drive engagement Ray Wang

11.45 – 12.15 Embracing social. Why Europe’s ahead of the curve Ram Menon

13.30 – 14.00 From Service to loyalty – the BTCare story Bian Salins

14.00 – 14.30 The Web cut out on me: taking the end user’s point of view in proposing a digital experience GianLuca Giovannetti, Marco Magnaghi

14.30 – 15.00 Big Data bring big value to Social CRM Andrea Incalza

15.30 – 16.30 Using social to serve customers not transactions Frank Eliason, Mark Tamis, Esteban Kolsky, Bian Salins

16.30 – 17.30 Building the future of customer service. Paths and expectations from the trenches. Elisabetta De Grimani, Leonardo Mangiavacchi

5 JUNE 2012

10.15 – 10.45 @YourService. The business world has flipped and small business can capitalize Frank Eliason

10.45 – 11.15 Engage or lose! Socialize, mobilize, conversify: engage your employees to improve business performance Christian Finn

11.15 – 11.45 Transforming the workplace with radical management Steve Denning

11.45 – 12.15 Social, Connected, and Collaborative – will employees and customers build the future enterprise together? Esteban Kolsky

14.00 – 14.30 Social CRM – Insight into the customer decision journey Mark Tamis

14.30 – 15.00 Innovation by Design Stefano Mizzella

15.30 – 16.00 Network to Customers. The net at the customer’s service Alberto Ferrarotto

16.00 – 17.00 Measuring what matters. Leveraging analytics and KPIs to grow social business initiatives Rawn Shah, Andrea Incalza, Jerome Colombe, Mark Tamis

17.00 – 18.00 Going from social to business to benefits individuals, organizations and the entire society David Bevilacqua, Luca Colombo, Andrea Sasso