Dom Graveson

Here are a couple of pictures from my chairing of the Social Media & Customer Service track at the 2012 Summit at the Victoria Plaza at the end of November. Spark Interactive launched the 2012 Digital Customer Experience Report at the conference. You can download yours here: DEC_Survey2012_online.pdf

(Even though they say so themselves), it was a brilliant day:

With close on 350 delegates in attendance and a speaker line up to die for the Customer Engagement Network’s first ever Customer Engagement Summit is being hailed as the best customer event this year – and indeed for many years.

Of course content is king at events such as these and with case study presentations including the likes of First Direct,  British Gas, giffgaff, Experian, Premier Inn, EE, Twitter, John Lewis, Lloyds Banking Group, Shop Direct Group, Unilever, Sony, Diageo and LV=  then there was plenty for delegates to get their teeth into.

Dom Graveson

A packed programme kicked off in typically thought- provoking style with an excellent opening keynote from behavioural economist Roger Martin-Fagg , recognised as a global leader in his field – and finished with an inspirational closing keynote from Dr Nicola Millard, BT futurologist, with an update on her ground breaking Autonomous Customer research examining the changing behaviours of ‘smart’ customers operating in an omnichannel environment.

There were many highlights in between in a Summit with 38 speakers in all  – and streams ranging from Mobile Engagement to Social Media Engagement to Employee and Customer Engagement to Omnichannel Engagement and those focussing on Retail, Financial Services and the public sector.


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