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May 20 - 22, 2014
The Fairmont Hotel in San Francisco

WHAT TO EXPECT

LiNC 2014 Promotional Video

AWE-INSPIRING LOCATION

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.

The Fairmont San Francisco

950 Mason Street
San Francisco, CA, 94108

hotel details Google maps

Pre-Conference Workshops and the Hackathon Will Be At Lithium's SF Headquarters

225 Bush Street 15F
San Francisco, CA, 94108

Google maps

Now is the time...

...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

DAY 1

TUESDAY, MAY 20

8:30AM - 6:00PM Community Manager Certification Workshopat Lithium HQ

Location:
Lithium HQ

Joe Cothrel,
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 - 6:00PM Social Customer Strategy Workshopat Lithium HQ

Location:
Lithium HQ

Dave Evans
VP, Social Strategy, Lithium

Standard Workshop Fee: $795/person

The Social Customer Strategy pre-conference workshop is now full. To be added to the waiting list for this session, please contact, linc2014@lithiumevents.com.

Additionally, if you are unable to join us for this session, please note that our workshops are also available onsite at your location. If interested, please contact education@lithium.com or your Account Executive for additional information and pricing.

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

DAY 2

WEDNESDAY, MAY 21

7:30AM - 8:30AM Breakfast

8:30AM - 12:15PM General Session

Age of Extreme Customer Expectations

Location:
Grand Ballroom

Rob Tarkoff,
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.

Shared Value, Trust and Reputation

Location:
Grand Ballroom

Tapan Bhat, Chief Product Officer,
Lithium

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.

The NOW Moment

Location:
Grand Ballroom

Pete Hess, CEO,
Advent Software

Bill Brand, Chief Marketing and Business Development Officer,
HSNi

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.

12:15PM - 1:30PM Lunch

1:30PM - 3.30PM Spotlight Sessions

Track A: Brand Advocacy and Innovation

Location:
Terrace Room

Nico Henderijckx,
Head of Communities, Europe
Sony Europe

Ryan Lauder,
Director, Digital Strategy, Taylormade

Hear from companies like Sony, Hulu, 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

Location:
Venetian Room

Darren Choo,
AVP, Social CRM, StarHub

Stephen DiMarco,
Chief Marketing Officer, Millward Brown Digital

Chris Gross,
Head of Social Media, Digital Marketing & CRM, Fox Sports Australia

Mike Perlman,
SVP, Media Practice, Millward Brown Digital

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

Location:
Grand Ballroom

Markus Eberhard,
VP, Online & Cross-Channel Development, Swisscom

Monty Hamilton,
Director, Digital Operations, Telstra

Tom Karinshak,
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

Location:
Intersect

Eric E. Ellis,
Sr. Interactive Architect Manager, EMC

Mark Howard,
Systems Architect, Advent

Kavita Kamtamneni,
Development Lead, EMC

Jason Lutterloh,
Front End Developer, USAA

Focusing on the themes of extensibility, integration, and workflow efficiency, these sessions will be hands on. 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. A panel of speakers from EMC 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. 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!

3:30PM - 4:30PM Break

4:30PM - 5:00PM Building Trust in Real Time

Location:
Grand Ballroom

Kevin King
Global Practice Chair, Edelman Digital

Trust is an asset that enterprises have to understand and manage in order to be successful, and all of this is particularly challenging in a real time world. Through its industry leading research, Kevin will share with us the results of Edelman Digital's 2014 Trust Barometer and the State of Trust overall by industry and by geography. Find out how to balance brand protection versus brand promotion in this digital age, and what successful companies are doing to leverage the trust advantage.

5:00PM - 5:30PM Closing

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.

DAY 3

THURSDAY, MAY 22

7:30AM - 8:30AM Breakfast

8:30AM - 9:15AM How Great Content Travels

Location:
Grand Ballroom

Jonah Peretti,
Co-Founder & CEO, Buzzfeed

What makes content viral? Jonah Peretti taps his experience as Co-Founder of both the Huffington Post and Buzzfeed to outline what makes great content and what makes it spread like wildfire. He will take a look at publishing in this real-time world—specifically what makes it difficult and why brands struggle. He'll round out his story showing some inspired examples from brands and tips on how to sharpen your content edge.

9:15AM - 9:30AM Break

9:30AM - 12:15PM Breakout Sessions

Track A: Industry - Financial Services

Location:
Diplomat Club

Lindsay Conant,
Social Media & Customer Care Manager, MoneyGram

Clemens Eckstein,
Sr. Expert, eCommerce, Cortal Consors

Jennifer Hitchens-Greenfield,
Social Media Manager, Barclaycard

Christina Martin,
Vice President, Digital Marketing, MoneyGram

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

Location:
Venetian Room

Scotty Jackson,
Sr. Strategy Manager of Social & Digital Customer Experience, TELUS

Mike Hales,
Digital Help & Support Manager, Vodafone New Zealand

Monty Hamilton,
Director of Digital Operations, Telstra

Yannick Pierre,
Digital Community Manager, Telstra

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

Location:
French Room

Loree Draude,
Head of AdWords Communities and Social Engagement, Google AdWords

Steve Levine,
Sr. Product Manager, AppDynamics

Bill Johnston,
Director, Community & Strategic Content, Autodesk

Ashish Seth,
VP Social Media & Communities, Persistent Systems

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

Location:
Intersect

Chiara Sannitz,
Sr. Technical Consultant, Lithium

Doug Schroeder,
Lead Developer, Lithium

Venk Subramanian,
Sr. Software Engineer, Lithium

Paolo Tagliaferri,
Technical Consultant - EMEA, Lithium

Jeff Yeldezian,
Product Manager, Lithium

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

Location:
Grand Ballroom

Diana Helander,
Sr. Director, Product Marketing, Lithium

Leslie Jordan,
Director, Product Management, Lithium

Morten Moeller,
Vice President Product Management, Lithium

James Sievert,
Senior Director Product Management, Lithium

Heather Strout,
Director Product Marketing, Lithium

Naoki Tsukamoto,
Director, Product Management, Lithium

Join the Lithium product team to find out how you can drive deeper engagement with your customers and visitors, leverage mobile to address changing customer expectations, and convert data insights into actions.

12:15PM - 1:30PM Lunch

1:30PM - 2:30PM General Session & Awards Ceremony

Location:
Grand Ballroom

Katy Keim, CMO
Lithium

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.

2:30PM - 2:45PM Break

2:45PM - 5:15PM 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.

Confirmed sessions include:

  • -It Takes a Village: Embracing Other Departments to Make Social Succeed
  • -Harnessing the Power of Advocates
  • -Learning to Embrace Negativity
  • -Taking Influencers from Online to Offline and Back Again
  • -3...2...1...Your Community is Live. Now What?
  • -Community UX – Who What Where and When
  • -Klout APIs and Developer Program

SPEAKERS

Hear from the world's leading global brands, top-tier analysts and other industry visionaries – including BuzzFeed CEO and co-founder Jonah Peretti.

KEYNOTE SPEAKER

Bill Brand

Bill Brand, Chief Marketing and Business Development Officer

HSNi

Bill Brand is the Chief Marketing and Business Development Officer at HSNi a $3.4 billion direct-to-consumer retail portfolio. Brand has been a leader in the media, retail and entertainment industries for 25 years. Prior to HSNi, Brand served as Senior Vice president of Reality Programming at Lifetime in Los Angeles, and Vice President, Programming and Production, VH1 in New York. Brand joined HSN in 2006 and has been instrumental in transforming the company into a lifestyle network. Brand’s comprehensive entertainment integration strategy has leveraged revolutionary partnerships with Univision, Disney, Universal, Sony, and Paramount Studios. Brand developed HSNi Cares, the philanthropic arm of the company. He is on the Board of Directors for the National Retail Federation Foundation and the GRMA Advisory Board.

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Jonah Peretti

Co-Founder & CEO

Buzzfeed

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, andBusinessInsider, and he has appeared as a guest on The Today Show, Good Morning America and CNN.

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Pete Hess

President & CEO

Advent

As President and CEO, Pete defines Advent’s vision, sets strategy and oversees execution across the global business. Before taking the helm, Pete served three and a half years as President, overseeing strategy, sales, marketing, services, and product teams worldwide. He started out at Advent as an entry level client maintenance renewals representative in 1994, and moved up through a variety of positions in the company, including Vice President of Sales, Vice President of Marketing, and Executive Vice President of the company’s largest business units. Pete holds a BA from Princeton University.

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Kevin King

Global Practice Chair

Edelman Digital

Kevin King is the Global Practice Chair for Edelman Digital. Kevin joined Edelman 10 years ago and has been specializing in the digital space for the last 18. He currently oversees a digital practice with over 1000 people managing 650 social communities around the world.

Kevin has worked on global social media and digital initiatives for some of the world’s most well known companies and brands including Unilever, Samsung, eBay, Microsoft, Activision, Energizer, Disney, & Pfizer. In addition to helping with social and digital strategy, Kevin is a trusted advisor to companies on managing digital crisis and establishing ideal organizational structures to execute in the social space.

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SPOTLIGHT SESSION SPEAKERS

Darren Choo

AVP, Social CRM

StarHub

Darren has 14 years of experience at StarHub and has seen the exciting journey of the evolution of social media in the company. His broad-based experience servicing different departments across the organization from his Customer Insight, CRM functions such as analytics & customer lifecycle management to cross product bundling, helped him to spearhead social CRM initiatives across StarHub. Darren aims to convert content into conversations and conversations into collaboration and meaningful relationships. He loves to celebrate life through capturing moments of joy and beauty in different social media platforms.

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Chris Gross

Head of Social Media, Digital Marketing & CRM

Fox Sports Australia

Young enough that he’s at home in digital, whilst old enough that he’s made a few mistakes and learnt from them. Heading up Social Media, CRM and Digital Marketing at Fox Sports- yes it's as fun as it sounds. Prior to this Chris was at Vodafone for four years as the Head of Social Media and Video. In this role he grew the team from a single resource to a team of over 35 social media experts, and in doing so it became one of the largest social media teams in Australia.

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Mark Howard

Systems Architect, IT

Advent

Mark is an IT professional with 20 years’ experience implementing systems and designing and developing web-based applications. He was the application engineer responsible for leading a team of developers to rebrand Advent's client extranet and integrate the Lithium platform.

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Ryan Lauder

Director, Digital Strategy

TaylorMade

Ryan has been with TaylorMade for over 15 years in various product, marketing and digital roles. Drawing on his brand and digital experience, as well as his passion for golf, his objective is to use technologies, platforms and content to better connect with the golfer and drive loyalty via a "mobile first" approach.

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Markus Eberhard

VP, Online & Cross-Channel Development

Swisscom

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.

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Monty Hamilton

Director of Digital Operations

Telstra

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 digital sales, service across web, mobile and social. Monty has 15 years’ experience delivering large scale digital transformation at Australia’s biggest businesses including National Australia Bank, UBank, Australia Post and Telstra. Follow Monty on Twitter - @montyhamilton

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Kavita Kamtamneni

Development Lead

EMC

In her more than 15 years in IT, Kavita has led and participated in the design and development of numerous IT initiatives that encompass database design, user interface design and development, and software testing - including three Lithium communities. She also has strong experience coordinating and managing interactive developers for user experience design projects.

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Jason Lutterloh

Front End Developer

USAA

Jason Lutterloh is a front end developer at USAA. For almost two years, he has served as a lead developer for online community projects. When not working, he fancies himself a coffee connoisseur and aspiring minimalist.

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Eric E. Ellis

Senior Interactive Architect, Manager

EMC

An accomplished interaction designer, having architected two custom, award-winning Lithium-based communities in the last two years, Eric has more than 10 years of experience in design, front-end development, and project management. Eric manages the Charlotte-based contingent of EMC Digital, and he enjoys exploring the potential behind every client need - aligning the best talent and capabilities to deliver success.

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Nico Henderijckx

Head of Communities, Europe

Sony Europe

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.

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Tom Karinshak

SVP, Customer Experience

Comcast

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.

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Mike Perlman

Sr VP, Media Practice

Millward Brown

Michael is a senior business leader with diverse strategy and operational experience. At Millward Brown Digital, he oversees the company's practice area focused on agencies, ad networks, and publishers. Previously, Michael held positions as an Associate at a private equity firm (Falcon Investments), as a Group Manager in the corporate strategy department of a large enterprise software company (Siebel Systems), and as a strategy consultant at both ZEFER and MarketBridge.

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BREAKOUT SESSION SPEAKERS

Lindsay Conant

Social Media & Customer Care Manager

MoneyGram

Lindsay joined MoneyGram in August of last year as the social media and customer care manager. She built and now manages MoneyGram's social care program, solving global customer needs 24/7/365 with a team of 14 customer service representatives. She was previously at Nokia, where she was the care support and social care manager, running the day to day US social care program before moving it off-shore where she managed a social care team of four. She was twice awarded the Nokia Global Care Award for the overall program and impact it had on the business. Lindsay holds an MBA from the University of Texas at Austin’s McCombs School of Business and a BA in Economics from Vanderbilt University.

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Clemens Eckstein

Sr. Expert, eCommerce

Cortal Consors

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".

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Bill Johnston

Director, Community & Strategic Content

Autodesk

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.

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Christina Martin

Vice President, Digital Marketing

MoneyGram

Christina Martin joined MoneyGram in July of 2011 as the Director of Digital Marketing and was promoted to Vice President to lead the global expansion of digital marketing in 2014. She started her digital career in 1995, helping to establish Internet and new media practices for EDS Corporation in Dallas, Texas. Martin has implemented e-commerce products and marketing programs for Fortune 500 and early-stage companies with global expertise in the financial service sector for over 18 years. Prior to joining MoneyGram, Martin served as Director of Digital Product and Interactive Marketing for Access Group in Delaware.

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Stephen DiMarco

Chief Client Officer & CMO

Millward Brown

Stephen has more than twenty years of strategy, marketing and client services leadership experience. He oversees the product, marketing and client functions within Millward Brown Digital and is also responsible for the company's flagship customer event, the Digital CMO Summit which attracts senior executives from leading advertisers, agencies and media companies. In addition, he serves on the WPP Digital Analytics Task Force.

Previously, Stephen was a co-founder of the internet consulting firm ZEFER, was part of the launch team for FX Networks, and managed consumer marketing for Comedy Central. His first job was at TVT Records where he helped Nine Inch Nails achieve its first platinum record.

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Mike Hales

Digital Help & Support Manager

Vodafone New Zealand

Mike Hales joined Vodafone New Zealand, the country's leading total telecommunications provider, four years ago as part of a fledgling digital team within the business. He led a team of designers, content producers and developers responsible for iterating the digital customer experience and extending it onto the mobile platform. After three years, two redesigns and the introduction of a Content Management System (CMS), with the digital team now an established unit, he moved onto to manage the development of the company's Digital Help program, covering both internal (knowledge base and tools) and external customers (website, mobile, Community and tools). Vodafone NZ’s Lithium launch was in February 2013 and recently upgraded the design in April 2014, including adding a mobile Community. His Digital Help team, combining Content Producers, Knowledge Base Specialists and Front End Developers, is responsible for distillation of all product launches, internal processes and into information and tools. He is the business owner for the Lithium, Oracle RightNow, World Manuals and WDS platforms and the strategy for digital help within the business.

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Scotty Jackson

Sr. Strategy Manager, Social & Digital Customer Experience

TELUS

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.

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Yannick Pierre

Digital Community Manager

Telstra

Yannick Pierre is the Digital Community Manager for Crowdsupport and the Boost Mobile Community, Telstra's peer to peer support communities. He is responsible for leading the growth, engagement and development strategy for Telstra's Lithium Communities as well as supporting the development and execution of digital sales and service activities through social media. Telstra is the leading telecommunications and information services company in Australia and is one of the best known brands in the country.

He is motivated by creating and building brands and creating meaningful relationships with communities. Yannick is a passionate digital marketing and social media marketing strategist. He has over 10 years experience managing online sales, design and development projects and working in social media.

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Loree Draude

Head of AdWords Communities and Social Engagement

Google

Loree manages the global online community forums and social media engagement for Google AdWords. Prior to joining Google in 2013, she co-founded a mobile app company and led marketing at PayNearMe and Military.com. Previously, Loree was a management consultant for Bain & Company. Loree is a former naval aviator with over 300 carrier landings. She earned a bachelor's degree in mathematics from the University of San Diego and an MBA from The Wharton School at the University of Pennsylvania.

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Jennifer Hitchens-Greenfield

Social Media Manager

Barclaycard

Jennifer Hitchens is a Social Media Manager at Barclaycard, the payments business of Barclays in the U.S. Barclaycard is based in Wilmington, Delaware. Specifically, Jen is responsible for managing two online communities associated with Barclaycard branded products to engage existing and potential customers through a variety of content management strategies. She has been instrumental in launching these communities by developing the marketing and content strategies designed to create engaging and meaningful experiences for community members. In addition, she oversees the day-to-day moderation and customer service inquiries. Jen has a solid background in social media and community management including 17 years within the marketing and advertising industries and holds a Bachelor’s in English and Art History from Lafayette College.

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Steve Levine

Sr. Product Manager

AppDynamics

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.

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Ashish Seth

VP Social Media & Communities

Persistent Systems

Ashish is a seasoned executive and entrepreneur with 16+ years in the industry having played leadership roles in business development/sales, Product Management, Engineering and Consulting. He was the Co-Founder of CloudSquads - an Enterprise Social Solutions provider acquired by Persistent Systems, Inc. Prior to CloudSquads, Ashish was Director of Products at Rearden Commerce, leading their online loyalty rewards program and prior to that, he led the Product team at EmailLabs – an email marketing automation platform. His experience also includes management consulting at BearingPoint, Inc. leading CRM programs for Fortune 100 clients. Ashish began his career at Sun Microsystems followed by PeopleSoft, where he help develop the PeopleSoft CRM Suite and vertical solutions for the telecom, finance and utilities sectors. His expertise spans social media, analytics, CRM and collaboration systems. Ashish is admittedly "obsessed" with helping enterprises make their business more social, measurable & actionable.

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LITHIUM SPEAKERS

Rob Tarkoff

President & CEO

Lithium

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.

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Joe Cothrel

Chief Community Officer

Lithium

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.

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Leslie Jordan

Director, Product Management

Lithium

Leslie is Director of Product Management for Lithium Social Web. She was a part of the team acquired by Lithium from Social Dynamx, where she also served as a Product Manager. Before Social Dynamx, Leslie has a wide range of experience with enterprise software having served product management, sales engineering, and development roles at IBM, Lombardi Software, and Socialware.

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Doug Schroeder

Lead Software Engineer

Lithium

As a Lead Software Engineer on the Lithium Development Network (LDN) team, Doug plays a key role in initiatives that expand our ability to customize and extend the Lithium community platform. Doug has been with Lithium since 2007. He has been on three core development teams and a member of our Professional Services group, helping with deep integrations, during that time.

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Venk Subramanian

Senior Software Engineer

Lithium

Venk began his career as a game developer for a small startup, building flash & mobile games for casinos and bars. Drawn to Lithium’s focus on bringing the gaming culture to social & community products, he joined them and has since worked across the stack on various projects ranging from Platform to customization to UI redesign. His latest contribution has been on the Mobile platform, driving a brand new product by leveraging open-source technologies along with Lithium APIs and developer tools.

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Jeff Yeldezian

Product Manager

Lithium

Jeff is the product manager for the Lithium Developer Network which enables developers to innovate on Lithium's social customer platform. He oversees Lithium's APIs, developer tools, and evangelism.

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Tapan Bhat

Chief Product Officer

Lithium

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.

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Dave Evans

VP, Social Strategy

Lithium

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.

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Morten Moeller

VP of Product Management & Design

Lithium

Morten leads product management, user experience and product design team for Lithium Social Web. He was a part of the team acquired by Lithium from Social Dynamx where he owned Product Management and Product Design as well. Before that, he served as lead product strategist for IBM’s business process management (BPM) software division after the acquisition of Lombardi Software. Morten was responsible for product design and user experience at Lombardi for more than 10 years leading up to and after the IBM acquisition in 2010.

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James Sievert

Sr. Director of Product Management

Lithium

As Senior Director of Product Management, James is responsible for the evolution of Lithium’s core community products, including mobile. James brings over 15 years of product management experience from Yahoo!, Monster Worldwide, eGroups and CitySearch.

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Paolo Tagliaferri

Technical Lead/Consultant

Lithium

Paolo Tagliaferri is an accomplished Technical Lead/Consultant with a MSc in Computer Science Engineering. He is currently working for Lithium Technologies as a Technical Consultant. In his role he is responsible for the discovery of the technical requirements, scoping and estimation of customizations and specific bespoke integrations with existing APIs or third parties, as well as their implementation. He also has four years experience in the delivery of complex, high load/low latency transactional web systems for the online gambling industry, two of which were in a technical team management role. He has been a web-addict since the early 2000s and has participated in several online communities (as a user, moderator or as a community manager) in his spare time. He is particularly interested in online security.

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Katy Keim

Chief Marketing Officer

Lithium

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.

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Diana Helander

Sr. Director, Product Marketing

Lithium

Diana Helander has worked in the technology industry for almost 20 years, and is currently the Senior Director of Product Marketing at Lithium. She has held marketing positions at Adobe, Autodesk, and various technology startups. She's also chaired ISO standards development committees, is a former Trustee at St. Timothy's School, and has held several board positions at not-for-profit organizations.

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Chiara Sannitz

Sr. Technical Consultant, Services - EMEA

Lithium

Chiara Sannitz is an experienced Technical Lead / Consultant working for Lithium Technologies in Zurich, Switzerland. Since three years in her role she is responsible for the discovery of the technical requirements, scoping and estimation of customizations and specific bespoke integrations with existing APIs or third parties, as well as their implementation. Prior to joining Lithium, she was a key member of the EMEA Professional Services team in an enterprise software company active in the telecommunication space, where she was responsible for the design and implementation of OSS/BSS integrations, designing solutions and doing product customizations for customers in the EMEA & APAC region.

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Heather Strout

Director, Product Marketing

Lithium

Heather Strout is the Director of Product Marketing for Lithium Social Web. She has more than 18 years of experience helping companies create better connections with their customers, partners and vendors. Heather’s work across different industries and environments has allowed her to extract the core elements required to create successful, sustainable relationships with a shared sense of value and benefit. Prior to her role at Lithium, Heather was the Director, Community Services at Farland Group, helping clients build and maximize the benefits of online communities.

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Naoki Tsukamoto

Director, Product Management

Lithium

Naoki is Director of Product Management for Social Analytics and responsible for the roadmap and delivery of Lithium Social Intelligence and Lithium's team of data analysts. Naoki has over 14 years of experience in building analytical products and deploying analytical solutions as a customer at Appirio, BusinessObjects, Intuit, SAP, and Yahoo!

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SPONSORS

Thank you to our LiNC ‘!4 sponsors. For more information about sponsorship
opportunities, please contact us conference@lithium.com

THE LITHYS TO BE ANNOUNCED At LINC!

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 seven 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 and voting window is now closed. Winners will be announced and celebrated on May 22, 2014 at LiNC.

see entries

ALREADY REGISTERED?

Join the conversation! What do you want from LiNC this year?

COMMUNITY BUZZ

LiNC14 : NOW is LAST gallery time !... a month ago by ArnaudL

LiNC'14 : NOW is BIG gallery time !!!... a month ago by ArnaudL

electronic versions of community manager workshop ... 06-13-2014 09:53 AM by lradden

LiNC'14 first picture gallery : This is here and N... 06-04-2014 11:24 AM by ArnaudL

Thank you for attending - Take the survey by 6/6 ... 06-09-2014 05:23 PM by KatyK

Thank you!... 05-29-2014 01:15 PM by lradden

Recapping LiNC 14!... 05-27-2014 08:44 PM by jchen

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