June 1-3, 2015

At the Marriott Marquis Hotel in San Francisco


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The city by the bay

LiNC ’15 will be held at the modern and elegant San Francisco Marriott Marquis Hotel in the heart of downtown San Francisco. Conveniently located south of Market Street in the SOMA district and nearby Moscone Convention Center, it’s just steps away from the Yerba Buena Gardens, renowned museums and cultural attractions, world-class shopping on Union Square, and AT&T Park, home of the World Champion San Francisco Giants.

June 1

Pre-Conference Hackathon

Lithium’s SF Headquarters
225 Bush Street 15F
San Francisco, CA 94104

Google Map

June 2 - 3


Marriott Marquis
780 Mission St.
San Francisco, Ca, 94103

Hotel Details
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It’s all about experience

LiNC features a lineup of leading global brands, top industry analysts,
thought-leaders and business visionaries.

  • speakers

    Industry leading speakers

    Get inspired by the best and brightest in business

  • education


    Workshops, Certification & Social Strategy sessions with world-class, subject matter, experts

  • entertainment

    Networking & Entertainment

    Connect with industry peers to share insights and ideas.


Monday, June 1

9:00AM - 5:00PM Community Manager Certification II

Conference Fee + Workshop: $1,795/person

Are you one of the 500+ people who are Lithium Certified Community Managers? If so, we have a new certification course for you.

Community Manager Certification II prepares you to achieve higher performance in four areas:

  • Growing community membership and participation
  • Developing and managing superusers
  • Managing company participation
  • Driving business transformation

For each area, you’ll learn the key challenges faced, the tactics that separate success from failure, and the elements that make a program complete.

Building on the foundation laid with Community Manager I, this new course includes more data points, deeper case examples, new reusable assets, and more opportunities to collaborate with fellow attendees. The course is led by Lithium’s Chief Community Officer Joe Cothrel, whose experience includes helping more than 300 organizations create successful community efforts. The course is designed for community managers, executive or directors who manage them, or anyone who wants to gain a deeper understanding of the state of customer community management today. Those who successfully complete the course and exam will earn Lithium’s new Level 2 Certification in Community Management.

Moderation Certification

Conference Fee + Workshop: $1,795/person

Moderation is one of the key factors to any successful community and/or social platform. Lithium has over 10 years of experience in moderation. Our certification program ensures that moderators and moderation teams have the right knowledge and skill set to moderate healthy and successful social platforms.

The program covers the goals of moderation, best practices for effective moderation, and approaches for recognizing and managing different types of users including your super users.

A two-part, 90-minute examination will be provided at the conclusion of the training session. To become certified, participants must pass the examination.

Social Response Certification (LSW)

Conference Fee + Workshop: $1,795/person

We’re announcing a new certification program for Lithium customers and development partners. This new certification is built around the demand for high-scale, efficient customer engagement and response that builds on and extends social marketing and customer care to enterprise levels. This program features over six hours of new concepts, best practices and specific cases presented in an exam-based certification format.

Complete this course and you will able to:

  • Plan an organization-wide, comprehensive social technology platform;
  • Enlist resources across your organization, taking social technology beyond current applications in marketing and support by extending your reach with outcomes-based social technology programs,
  • Identify and measure success in the context of your business objectives.

Led by Lithium’s best-selling author and social technology thought leader Dave Evans, this course is designed for customers and development partners wanting to push their implementation of social technology beyond the traditional areas of support, sales, marketing, and PR, for those who want to tap the inherent knowledge of their entire organization when connecting with and engaging customers. Spend a day at LiNC 2015 with Dave and your colleagues and accelerate your business. It’s what’s next.

11:00AM - 8:00PM Hackathon 2015Lithium HQ

Hackathon 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 2nd 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 Councilby invitation only

6:00PM - 9:00PM Welcome ReceptionJillian’s

Join us at Jillian's SF to kick off LiNC '15! The largest sports billiards lounge in SF, Jillian's is a relaxing venue to kick back and meet your fellow LiNC attendees while enjoying premium craft beers and a wide selection of California cuisine.

Day 1

Tuesday, June 2

7:30AM - 8:30AM Breakfast

8:30AM - 12:30PM General session & awards ceremony

Total Community

We know that today’s customers have extreme expectations and that brands are struggling to keep pace with new ways of marketing, bigger stakeholder voices, an explosion of consumer content across every dimension of the web and competition from new (and sometimes unlikely) places. What we don’t always discuss is the right approach to address those expectations and close the brand-customer divide. Join us to hear how a Total Community approach can do just that—restoring trust between brands and people, helping everyone share better experiences and offering powerful economic rewards.

Lithy awards ceremony

Drumroll, please. The highly anticipated winners of the 2015 Digital Customer Excellence Awards, affectionately known as the "Lithys", will be announced. We will share a few amazing stories that come from all corners of the globe, and there may be a couple of other surprises too.

12:30PM - 1:30PM Lunch

1:30PM - 2:20PM Spotlight session I

Track A: Strategy

The next customer experience: Total Community

If you have Community…you’re already ahead of the digital transformation game. Continue to stay ahead by embracing your “Total Community.” Learn how others are developing their digital strategies as the gold standard of the industry. This exclusive conversation will feature how brands are empowering their organizations around a Total Community strategy for real business results.

Track B: Execution

Digital is the new social – and it's everyone’s job

Social is not a silo. Social strategies must be integrated throughout your entire organization, including all the systems that support the customer journey - everything from community, e-commerce and CRM systems. Learn how brands have successfully integrated social in their customer experience for a stellar digital strategy.

Track C: Results

Clicks and Likes or revenue growth – you decide

If you’re still focused on clicks and likes, you’re leaving money on the table. Total Community drives revenue. Now it’s time to use social to recognize purchasing cues, route sales leads and other activities that contribute to your company’s top line. Hear from the brands that are putting revenue first.

Track D: Developers

Plan for success

Not all development projects are created equal. Learn from a veteran Lithium partner how to create the right team, partner with stakeholders and best leverage the Lithium platform to achieve your development goals.

2:20PM - 2:30PM Break

2:30PM - 3:20PM Spotlight session II

Track A: Strategy

Your best asset – empowered employees deliver expert service

Your Total Community is layered and dynamic, and all of your stakeholders have unique value – including your employees. Hear how brands are putting their internal experts at the frontlines with customers and shifting strategies to meet extreme customer expectations.

Track B: Execution

Data analysis paralysis – understand every customer journey

Do you totally understand your customer? Your organization gathers information about your customer at each touchpoint of the customer journey. Learn how savvy brands are integrating a holistic view of customer data to create a personalized and consistent digital customer experience.

Track C: Results

A better bottom line - digital strategies to drive down cost

Are your priorities and budget aligned with how your customers want to be served or on what social channel? Learn how to remove unnecessary costs across your digital customer lifecycle and streamline your customer care efforts. Hear from brands that are using social to achieve real, repeatable cost savings.

Track D: Developers

Leveraging APIs beyond community

Learn how to leverage LSI and LSW APIs with your community to create more business value.

3:30PM - 4:00PM Break

4:00PM - 5:30PM General session inc. Keynote with Salman Khan, Khan Academy

7:00PM - 10:00PM LiNC evening event City View at Metreon

Join the LiNC party for an evening of great food, drinks and dancing.

Located on the fourth floor of the iconic METREON, City View lives up to its name with floor to ceiling windows revealing an unobstructed view of San Francisco’s renowned cityscape, from the Bay Bridge to the beautiful Yerba Buena Gardens. The interior is modern and opens to an expansive 12,000-square-foot garden terrace.

Mix and mingle in this innovative atmosphere for a truly unforgettable evening.

Day 2

Wednesday, June 3

8:00AM - 9:00AM Breakfast

9:00AM - 10:45AM General Session inc. Keynote w/ Nate Elliott, Forrester Research

10:45AM - 11:15AM Break

11:15AM - 12:00PM Breakout session I

Track A: Total Community

Understand your Total Community: Integrated Profile

How can you understand your top contributors'/visitors' activity across all social networks, not just your branded community? This session will highlight how to tap known topical experts and influencers for community growth and quality participation. See how Telstra was able to leverage these insights to deliver a more personalized experience that helps increase community engagement and vibrancy.

Track B: Social Experts

A customer obsession: Experts and Monitor Wall

In this customer-obsessed era, how can you make sure the customer is everyone's job within your orgainization? Learn how to drive company-wide strategic business improvement by bringing visibility about what your customers are saying to every person within the organization, including your senior executives, and arming the entire organization with the tools necessary to engage.

Track C: Marketing Experts

The final frontier: influencer marketing use cases

In an age where marketers are expected to do more with less, how can you get the most impact from your marketing programs? Learn how to leverage Klout to identify the right people to drive reach and awareness through influencer marketing as well as how to use community to meet your marketing objectives such as engagement, conversion and loyalty.

Track D: Developers

Developing for mobile across multiple screens

See how to create and deliver content across multiple screen sizes, and how APIs can help you integrate content whether from inside or outside your community.

12:00PM - 1:00PM Lunch

1:00PM - 1:50PM Breakout session II

Track A: Community Managers & Moderation

15 top tips for new community managers

In this session, we will present 15 of the most valuable tips for keeping your community healthy and alive. As well as creating lasting relationship with your users along with how layout and design can influence conversations and increase member registrations. This session will include best practices and use cases. Join us and be a part of the conversation!

Track B: Social Experts

How to build a team of social agents

Building a team of social agents starts with identifying how many agents and what key metrics you should track to gauge success. This includes customer influence and relationship management. Join us for a lively discussion of what works, what doesn’t and what has to change when building a social customer care team.

Track C: Marketing Experts

Metrics, analytics and benchmarking

There’s lots of metrics and analytics in the Lithium platform, but are you using them to their full potential? In this session, you’ll get an overview of what metrics and analytics you’ll find in the Lithium Community platform and Lithium Social Web. Then, we’ll look at how they are used day-to-day by managers and executives, focusing on the most used and most valuable reports. Finally, we’ll talk about benchmarking and share some benchmark metrics to help you assess your performance against communities like yours.

Track D: Developers

Supercharge your next development project

Whether you’re customizing your community, integrating with another business system, or creating your own applications using Lithium APIs, the Lithium platform can support you. Join Lithium developers to learn how to get the most out of the platform and improve your development efficiency.

1:55PM - 2:45PM Breakout session III

Track A: Community Managers & Moderation

Best Practices for Lithium Ideas & Tribal Knowledge Base

In this session we will show you how to crowdsource innovation by empowering customers to submit ideas, vote and provide comments along with using TKB’s to promote knowledge in your community.

Track B: Social Experts

How to grow value and ROI with Lithium Social Intelligence and Lithium Social Web analytics

Join us for an interactive session on ROI. We’ll explore the most common kinds of value that communities produce, including increased revenue, cost savings, and customer satisfaction. We’ll look at how those benefits are quantified: what are the actual inputs, formulas, and outputs for calculating the return on your community investment. The best practices you’ll learn in this course are those used by our customers to qualify millions of dollars of ROI every year.

Track C: Marketing Experts

Implementing succesful gamification through Premium Gamification and Integrated Profiles

Despite the simplicity of the gamification concept, it’s very challenging to implement it just right. Gartner claims that “80% of the currently gamified application will fail due to poor design.” One of the reasons that gamification is so hard is because there are many unintended consequences in changing human behavior. We will illustrate some of the most common unintended consequences of gamification (e.g., cheating, addiction and over-justification). We will also learn the proper incentive and reciprocity structures needed to guard against these unintended and undesirable consequences. Finally, we will discuss the complex interplay and the proper integration between extrinsic rewards and intrinsic motivation. This is the key to turning gamification into a long-term sustainable business strategy.

Track D: Developers

Advanced community customizations

Ever seen an interesting community customization and wondered how it was built? Join Lithium Professional Services to learn the tips and tricks you need to make your community pop.

2:45PM - 3:15PM Break

3:15PM - 3:45PM General session & closing

3:45PM - 5:15PM Unconference

Industry speakers

Hear from the world's leading global brands, top-tier analysts and other industry visionaries – including Khan Academy Founder, Salman Khan.

Special guests

Salman Khan

Educator, Entrepreneur and Founder of the Khan Academy


Sal Khan is the founder of the Khan Academy, a non-profit with the mission of providing free, high-quality education to "anyone, anywhere" in the world. Khan is also the author of The One World School House, which explores the potential impact of the web as a teaching tool. A number of classrooms worldwide are using Khan Academy to help build student mastery of topics.


Nate Elliott

Vice President and Principal Analyst at Forrester Research

As a Vice President and Principal Analyst serving Marketing Leadership Professionals, Nate Elliott helps companies develop interactive marketing strategies for global and emerging markets, with a special focus on branding channels such as social media and online video advertising. His clients come from nearly every industry — including consumer goods, pharmaceuticals, and financial services — and from all over the world.


More to be announced soon!



The Digital 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 six 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 27, 2015. 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 June 2, 2015 at LiNC.

Submit your nomination

Got a topic you would like to see at the unconference?

Here’s your chance to drive the agenda at LiNC! Is there a burning topic you’re dying to discuss with other community managers? Are you hoping to network with your peers in a particular industry to discuss best practices? Let us know what you want and we’ll include in the unconference.


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