Today, the typical customer journey spans multiple channels, from browsing online and buying in-store, engaging on social media networks to more traditional offline media. With so many touchpoints now in the mix and the customer journey constantly evolving, gaining true customer based insight on the impact of your marketing spend has become a complex process.

MandMDirect is one of the fastest growing independent retailers in the UK. The company’s success in a highly competitive market is directly linked to its decision to make Online Customer Experience Management (CEM) a strategic imperative. MandMDirect recognise that an effective CEM strategy has a direct and positive impact on customer conversion, in one instance by nearly 50%, as well as customer satisfaction and retention.  MandMDirect are also keenly aware that effective CEM can’t be achieved with a siloed approach. Join Graham Benson, CIO MandMDirect, to learn how Tealeaf, an IBM Company enables MandMDirect to see its digital channels through the eyes of its customers. This in turn fuels collaboration between Marketing and IT and, ultimately, high quality customer experience.

In these austere times, ask yourself: what can content do for you?

• No time? No money? Get content marketing on a budget
• Reuse, recycle…  how to get the most value from the content you already have
• Little fixes, big rewards: tiny copy changes that make a big difference 

Join this session for an ‘around-the-tag-world’ trip with Air New Zealand and TagMan. Find out how the ability to easily work with and test new marketing technologies, improve data quality and save time and money across the board has transformed Air New Zealand’s digital marketing strategy. 

A "one size fits all" approach to social media may suffice to generate fans. But accumulating fans doesn't equate to generating social ROI. Join Wildfire, the global leader in social media marketing, as we demonstrate how brands can maximize the value of social media. 

Ben Harknett, Director of Wildfire's EU Headquarters, will co-present with a Wildfire client to provide a detailed look into a leading brand's successful social marketing strategy. We'll discuss how brands can use data to create targeted content for their social audience. Drawing on experience working with over 16,000 customers, we'll share best practices for engaging your audience across multiple social channels in ways that encourage word of mouth marketing and develop lasting brand advocacy. 

The fundamentals of email deliverability have always been based on data quality, sound permissioning practices, and minimising of subscriber complaints. However, new deliverability challenges are being posed for e-marketers by subscriber engagement, the rise of mobile email, the ongoing evolution of spam, and changes in the legislative landscape. With e-marketers now embarking on their crucial seasonal campaign planning, Guy Hanson will examine the real implications of these new challenges, as well as a new set of data metrics that e-marketers need to be measuring and managing to ensure the ongoing success of their email programs.

In today’s world of increasing digital interactions, consumers are sharing more information than ever about their behaviours, and interests; in effect exposing their 'digital self'. This provides businesses with the opportunity to engage with them in more timely and meaningful ways, as long as they can meet the challenges inherent in managing and taking action on the data.  So the question is, how can businesses provide the most personal and relevant experience possible, in the most efficient way, while also respecting the user's privacy? This session explores just some of the ways that organisations are already solving this issue.

Companies are now expected to provide an online experience built around ‘people’ rather than content. As people are social animals, it’s important to rethink the fundamentals of your online presence with a people centric approach. This session will introduce the idea of ‘social by design’ and discuss the methodology and platforms that you can use to simplify and monetise from your social media relationship, with real life examples of Facebook commerce and multichannel social integration.