LiNC 2014 will be held at the grand and historic hotel high atop Nob Hill. Centrally located, The Fairmont San Francisco is a short cable car ride from Downtown, The Financial District and Union Square and will take this year’s event to new heights in guest experience, energy and excitement.
225 Bush Street 15F
San Francisco, CA, 94108
...for three incredible days and nights of industry thought-leaders, digital pioneers and social business experts will come together in one place to network, learn and define the future social customer experience. LiNC 2014 is the one industry conference that you can’t afford to miss. No-mo #FOMO
8:30AM - 5:00PM Community Manager Certification Workshopat Lithium HQ
Chief Community Officer, Lithium
Standard Workshop Fee: $795/person
Lithium has over ten years' experience delivering thriving communities. We've developed an extensive library of best practices for Community Managers that covers everything from running a successful launch to driving community growth and maintaining desired performance levels.
The Lithium Community Manager Certification gives you the opportunity to learn these best practices, hone your skills as a practitioner, and become recognized as a leader in your industry. The Certification workshop includes a full-day training session led by Lithium’s expert Social Solutions Consultants as well as access to online prerequisite materials.
To become certified, attendees must pass a certification test, held during the conference.
8:30AM - 5:00PM Social Customer Strategy Workshopat Lithium HQ
VP, Social Strategy, Lithium
"Standard Workshop Fee: $795/person
Join us for an interactive session that connects your social media marketing efforts to peer-to-peer and social customer care. This session covers best practices for making social customer programs successful, including aligning internal teams and operations, creating a social center of excellence, and promoting success to build momentum. Attendees will become more proficient at prioritizing social initiatives and measuring business impact.
10:00AM - 8:00PM Hackathonat Lithium HQ
Workshop Fee: free with conference registration, please RSVP during the registration process to hold your spot.
Calling all developers, partners, Lithium engineers, and sales engineers! Bring your laptops and join us for the 1st LiNC hackathon—create interesting customizations and extensions on the Lithium community platform and catch an overview of some new API updates we’re introducing to make developing for the platform even easier.
You can join a team or work on your own (we do recommend teams of three). We’ll have great prizes for best use of the API, best on-community customization, and best off-community integration or extension. And of course there will be plenty of food and beer!
11:00AM - 4:00PM Lithium Executive Advisory Council (LEAC)
6:00PM - 9:00PM Welcome Reception
7:30AM - 8:30AM Breakfast
8:30AM - 12:15PM General Session
Age of Extreme Customer Expectations
President & CEO, Lithium
When a customer has a question, they want the answer now, wherever they are, on any device and from a source they trust. This quest for help is no longer private. An irate customer complaint is now a tweet; a personalized sales experience is now an ecommerce review. People are looking for information they trust—wherever they are in their journey. Join Lithium CEO Rob Tarkoff as he challenges leading brands to meet, and exceed, these customers’ extreme expectation to thrive.
The NOW Moment
Customer needs are changing dramatically, but companies can often be slow to adapt their approach. How do you know when it is time to reinvent the customer relationship and shift investment to match your new strategy? Listen to the stories from these C-level executives at top brands describe a personal ‘now moment’ in their business, when they knew change was an imperative, and how they led their organization towards a new customer experience.
Shared Value, Trust and Reputation
Tapan Bhat, Chief Product Officer,
Lithium Chief Product Officer, Tapan Bhat, will share the complete vision of the Lithium platform and how it allows you to now serve customers at any point in the lifecycle—from awareness to advocacy. He’ll share the advances we’ve made in social response, gamification, mobile and analytics and unveil our new products from our recent Klout acquisition. Ultimately, we’ll show why we believe reputation is the new currency online, and by cultivating trusted content and trusted people, we’re rebuilding relationships between brands and consumers.
12:15PM - 1:30PM Lunch
1:30PM - 3.30PM Spotlight Sessions
Track A: Brand Advocacy and Innovation
Head of Communities, Europe
Hear from companies like Sony and TaylorMade and learn how they are designing and building digital communities that stoke the interests and imaginations of their most passionate customers, who in turn help them co-create next gen product and service innovations.
Track B: Digital Engagement
AVP, Social CRM, StarHub
Learn from the latest digital research and customer use cases about social strategies for business success. This content is based on proven examples of companies delivering real business results through improved brand visibility and influence by getting consumers to take advantage of customer engagement opportunities via digital channels.
Track C: Customer Satisfaction & Loyalty
VP, Online & Cross-Channel Development, Swisscom
Digital Operations, Telstra
SVP, Customer Experience, Comcast
Hear from companies like Telstra, Swisscom, and Comcast about how they are delighting their customers and earning their loyalties by creating exceptional social customer experiences.
Track D: Lithium Developer Network
This year, the Developer Track breakout sessions will be hands on and focus on the following themes: extensibility, integration, and workflow efficiency. If you’re a developer, architect or designer, you’ll want to join us for these in-depth discussions. USAA will be leading a coding lab where you’ll learn how to make your community more personalized and visually appealing using a grid interface. We’ll also have a hands-on session teaching integration strategies that we’ll demonstrate through a sample integration. We’ll be rolling up our sleeves in these sessions so make sure to bring a laptop! Finally, we’re excited to announce that we’ll have a panel of speakers from EMC, who will be addressing cross-functional teams (development, technical strategy, and design) and how they work with customers like AT&T to deliver amazing customer communities.
3:30PM - 4:30PM Break
4:30PM - 5:30PM Special Guest Keynote
7:00PM - 10:00PM Party in the NOW (feat. Mustache Harbor)at The Fillmore
Join us at the historic Fillmore Auditorium, one of San Francisco's most storied music venues, for a party and reception with musical guest Mustache Harbor. Food, beverages, transportation and fun provided.
7:30AM - 8:30AM Breakfast
8:30AM - 9:30AM General Session & Awards Ceremony
Katy Keim, CMO
Drumroll, please. The highly anticipated winners of the 2014 Social Customer Excellence Awards, affectionately known as the "Lithys", will be announced, along with this year’s newly inducted Lithium Stars and our winners from this year’s LiNC Hackathon. Competition was fierce this year and we will share a few amazing stories that came from all corners of the globe. And there may be a couple of other surprises too.
9:30AM - 12:15PM Breakout Sessions
Track A: Industry - Financial Services
Sr. Expert, eCommerce, Cortal Consors
In an era where banks are fighting to remain relevant and build trust, have you ever wondered how financial institutions can take advantage of a highly connected and social audience? Hear from industry leaders like Barclaycard, Cortal Consors, and MoneyGram who have clearly refuted the stereotype that social has no bearing in their organizations. Each company will provide insights to how they build their case for investing in social within highly regulated environments, and as a result, provided innovative ways for customers to engage with financial institutions.
Track B: Industry - Communications Service Providers
Sr. Strategy Manager of Social & Digital Customer Experience, TELUS
It’s no secret that everyone has their own personal story or complaint about their relationship with a wireless, cable or phone provider. This is why Communication Services Providers (CSPs) from around the globe are leading the way in transforming the way they connect with their customers. Call center and chat agents may never go away for these companies, but they all know that customer experience is the real battleground for a competitive advantage in improving customer relationships. Hear from strategists at TELUS, Vodafone, and Telstra on best practices for how they’ve encouraged their customers to engage with them on digital channels to save costs and drive higher customer satisfaction.
Track C: Industry - B2B Tech
Sr. Product Manager, AppDynamics
Director, Community & Strategic Content, Autodesk
When your business is centered on complex technologies and services, your social strategy may be extremely different from those who work in consumer-facing businesses. This is why the B2B Tech track is for you! Come hear experts from Google AdWords, AppDynamics and Autodesk share deep insights for how they have structured their social strategy to accommodate a wide audience of end users, business partners and developers. Best practices and use cases will be discussed on the ways these brands have evolved their digital channel to be more than just self-service to a destination where their most successful customers are sharing expertise with one another and helping brands build better products over time.
Track D: Lithium Developer Network
After all the excitement of Day 2, you might be wondering what the Lithium Developer Network team has been up to recently. In these sessions, you’ll get a sneak peek at new APIs and developer tools that will make development on the Lithium platform easier and give you all-new extensibility features to bring ideas to life. You’ll also experience hands-on learning with our Services teams who will highlight popular customizations (and how to build them).
Track E: Product
12:15PM - 1:30PM Lunch
1:30PM - 3:30PM Special Guest - Closing Keynote
Co-Founder & CEO, Buzzfeed
This keynote presenation by Jonah Peretti, Co-Founder of both the Huffington Post and BuzzFeed, will examine how content influences social behavior.
2:30PM - 6:00PM Unconference
This year's unconference is the destination for you to create new ideas, propose your own topic for discussion, or lead a session yourself. Want to propose a topic? Whether you’re a Lithium customer or partner, we’d love to hear about the customizations, integrations, and workflow hacks you’re especially proud of. These are short, 10-20 minute presentations and are a great way to share and discuss community challenges, wins and lessons learned.
Hear from the worlds leading global brands, top-tier analysts and other industry visionaries – including BuzzFeed CEO and co-founder Jonah Peretti.
Internet Entrepreneur & Founder of Buzzfeed and Huffington Post
Jonah Peretti is Co-Founder and CEO of BuzzFeed, the first true social news organization that provides a pioneering mix of breaking news, entertainment and shareable content that reaches over 60 million monthly unique visitors. Mr. Peretti, known for creating viral hits, tracking online social behavior and building technology to amplify buzz is also a Co-Founder of The Huffington Post. His work has been covered by Time, The Economist, Fortune, and BusinessInsider, and he has appeared as a guest on The Today Show, Good Morning America and CNN.
VP, Online & Cross-Channel Development
Markus Eberhard joined Swisscom, Switzerland’s leading telecommunications provider, nine years ago and supported Swisscom’s IPTV project. He was in charge of the team designing all user interfaces including ordering and configuration UIs. Based on this experience he built a team designing end to end processes as driver of customer experience design. After being responsible for Swisscom’s Usability Design Center he focused for more than three years on growing and running Swissscom’s self-service/self-care business and established the online selfcare channel as important part of the company's support business model. In 2011 his success within the area of digital service channels like Social Media, Chat and Forums was awarded by the “Swiss CRM Innovation award” and the “Golden Headset Award”. Currently Markus is heading Swisscom’s Online and Cross-Channel Development team. His unit is comprised of business managers, interaction & solution designers, developers and project managers, and is responsible for the online strategy and its implementation.
SVP, Customer Experience
Tom Karinshak serves as Senior Vice President of the Customer Experience for Comcast Cable. In this role, he and his team work cross functionally with the company’s care, technical operations, marketing, new product development and deployment teams to ensure a superior experience at every point in Comcast’s relationship with its customers. Before joining Comcast in November 2010, Mr. Karinshak served as Managing Director and Customer Experience Director for Barclay’s Bank of Delaware, where he designed and built a top talent customer experience, marketing, and operations organization. Prior to Barclays, Mr. Karinshak was at AOL, where he held a variety of senior leadership roles across marketing and operations.
Head of Communities, Europe
Monty Hamilton leads digital operations for Telstra - Australia’s leading telecommunications and information services company. Telstra's digital activities span across consumer, business, enterprise and government segments. Monty is responsible for Telstra.com, mobile apps, social media and user experience.
Monty is motivated by the design and delivery of digital experiences that empower customers and has over 15 years experience in digital, project management, sales & marketing in the banking, finance and telecommunications industries. Prior to Telstra, Monty led the digital design, delivery and operations of UBank, Australia’s leading direct bank.
Digital Operations Director
A 15 year Sony veteran who started in VAIO Engineering as Software test lead, Nico moved into Business Development and now currently plays in the field of Online Marketing, Forums & Communities.
Sr. Expert, eCommerce
Clemens is motivated by the complexity of combining social, technological and economic needs into surprising and customer centric products. As such, he has been the driving force behind the project ""Customer Voice 2.0"". In his role as a Social Solutions Architect and Project Head at the Online Bank Cortal Consors, he envisioned and brought to life one of the first knowledge communities for banking customers in Germany. The launch of the community lays the foundation for the financial emancipation of their banking customers and is the first step behind the vision of ""Customer Voice 2.0".
Sr. Strategy Manager, Social & Digital Customer Experience
Scotty began working with social media at TELUS in mid-2011, bringing 11 years of TELUS experience in operations, process development, service implementation, and customer experience. Developing internal partnerships and fostering collaboration between teams, he has brought customer experience operations close together with marketing and public relations teams, enabling a robust and sustainable social customer experience through Twitter and Facebook off-domain platforms. Additionally, Scotty co-championed the development of an on-domain social community, the TELUS Neighborhood, which seeks to draw TELUS social experiences closer to TELUS itself.
Sr. Product Manager
Over a number of years, Steve’s journey traversed digital and social media, web collaboration and now application performance management (APM). Through those waypoints he leveraged domain expertise against technical and product marketing, technical evangelism and product management. Today, this confluence of experience manifests in community management of a very technical audience; hungry to learn, interact and excel. Bringing product enthusiasm, authorship and management skills to bear, Steve maintains a challenging career in San Francisco, CA as part of a well run, hyper-growth tech startup, AppDynamics, where he is a senior member of the product management team.
Director, Community & Strategic Content
Bill Johnston is Autodesk’s Director of Online Community & Strategic Content, where he oversees the company’s community, social media, ideation and content initiatives related to customer help & nurturing. Prior to Autodesk, Bill was Dell’s Director of Online Community & Social Media, where he oversaw global online community & social media strategy, including IdeaStorm and the Dell TechCenter community. Bill previously served as Chief Community Officer with Forum One Networks where he directed several pioneering social media events and research projects. Bill has also held previous senior positions with Autodesk and helped launch TechRepublic.com in '99. Bill is currently advising a small group of startups, including Brandle. Bill founded the Online Community Roundtable networking group in 1995.
Chief Product Officer
As SVP & Chief Product Officer, Tapan is responsible for the entire planning and direction of all Lithium products and for driving ongoing product strategy.Tapan has a deep background in consumer web, mobile and social technology honed over more than 20 years in product leadership roles at companies that include Adobe, Intuit and Yahoo! Prior to Yahoo!, he led the consumer technology products business at Adobe for several years. Tapan began his technology career at Intuit.
Chief Marketing Officer
Katy serves as Lithium’s Chief Marketing Officer, leading all strategic marketing activities for the company including branding, positioning, communications, go-to-market strategy, and customer acquisition programs. Prior to joining Lithium, Katy was the EVP of Marketing at ServiceSource. Under her leadership, ServiceSource established itself as the market leader in delivering revenue results for blue-chip technology brands with its deep customer analytics and insights. Katy’s previous experience includes VP of Ecommerce at Intraware, where she participated in growing the company from an early stage concept to $100M+ in revenue and ultimately, an IPO. Her team was responsible for equipping a 100+-person sales team with lead generation programs, product marketing, and training for over 50 partners, including Sun, Oracle, and IBM.
Chief Community Officer
For more than a decade, Joe has helped large organizations use social technologies to drive measureable business value. In working with more than 300 companies, he has helped plan and launch successful social support efforts in telecommunications, computer hardware, computer software, e-retail, and many other industries. His previous roles include serving as head of research for a community management services firm, and as a consultant and researcher in management consulting practices at Andersen and Ernst & Young.
President & CEO
As President and CEO, Rob is responsible for the strategic direction and corporate vision at Lithium. Rob joined Lithium from Adobe Systems, where he served as Senior Vice President and General Manager of the Digital Enterprise Solutions business unit that had annual revenue in excess of $1 billion. Before Adobe, Rob held several executive positions at EMC Corporation, Documentum, Inc. and Commerce One.
VP, Social Strategy
Dave is the VP of Social Strategy at Lithium, based in Austin, TX. Dave is also the author of best-selling "Social Media Marketing: An Hour a Day," as well as "Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ on social technology and customer care, published in both the US and Asia.
Thank you to our LiNC ‘!4 sponsors. For more information about sponsorship opportunities, please contact us email@example.com
The Social Customer Excellence Awards, affectionately known as “The Lithys”, recognize and celebrate customers who are using Lithium to solve problems, create new products, innovate and engage with their customers at entirely new levels to generate true business value.
This year we have eight award categories- some familiar ones and some new ones as well as regional recognition- which will showcase customers who are leading the pack in their space.
The submission deadline has been extended! Nominations must be received by April 24, 2014. We request that an employee from the company be present at LiNC to be eligible to win an award; however, exceptions will be granted due to travel challenges, especially with our international customers. Winners will be announced and celebrated on May 22, 2014 at LiNC.
Join the conversation! What do you want from LiNC this year?
LiNC '14 Agenda... 2 weeks ago
Make a Vacation out of LiNC!... 2 weeks ago
Looking for Hackathon Teammates... 3 weeks ago
LiNC'14 April Selfie Contest... 3 weeks ago
Is this your first LiNC? 2nd? How many have you at... 03-20-2014 08:41 AM
Sponsorships for Linc'14... 03-20-2014 07:03 AM
What about bringing my wife to the party at the Fi... 03-16-2014 12:29 PMview more