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Lithium

June 8-10, 2016
at the Marriott Marquis in San Francisco

$995

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$1,295

Standard registration

Register today

$1,395

Onsite registration

Our hometown

LiNC '16 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, cultural attractions and world-class shopping in Union Square.

conference

June 8

Pre-Conference Hackathon

Lithium's SF Headquarters
225 Bush Street 15F
San Francisco, CA 94108

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conference

June 9 - 10

Conference

Marriott Marquis
1234 Mission St.
San Francisco, Ca, 94108

Hotel Details
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Call for sponsors

Projected to draw 1,000+ conference attendees from international brands, LiNC 2016 is an invaluable opportunity to reveal your own product vision to the array of Lithium customer and prospects this event will attract. Participating sponsors will gain critical insight to the needs and expectations of key decision makers while connecting with digital marketing professionals, social strategists, community practitioners and leading analysts. For inquiries regarding partners and sponsorships, please contact partners@lithium.com.

Connect. Engage. Understand.

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

Wednesday, June 8

8:30AM - 5:00PM

Community Manager II Certification

Hosted by Lithium's Senior Social Solutions Consultant, Charlotte Kubler and Lithium's Strategic Consultant, Lisa Bidder Pricing: $1,895 for the conference + workshop bundle

Are you one of the 500+ people who are Lithium Certified Community Managers? It's time to take it to the next level with Community Management Certification II. Community Manager Certification II prepares you to achieve higher performance in four areas:

  • Growing community membership and participation
  • Developing and managing super users
  • 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 designed for community managers, executives 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 II Certification in Community Management.

The program includes live training from Lithium thought-leaders and subject matter experts and an examination conducted at the conclusion of the training session. To become certified, participants must pass the examination.

Prerequisite: We strongly recommend you complete Community Management Certification I before attending this workshop. Anyone who registers for CMC II will receive 30% off the price of the web-based CMC I course.

Community Configuration & Administration

Hosted by Lithium's Principal Social Solutions Consultant, Robb Lazarus Pricing: $1,895 for the conference + workshop bundle 

Designed for Community Managers and Administrators who are new to or relatively inexperienced with the Lithium platform, this course introduces users to the Community Admin., the control center for configuring the primary community settings and for ongoing community administration. Participants will learn the important concepts and settings that community managers most often consider as they set up and maintain a community. Through interactive lectures and hands-on exercises, students will get the opportunity to evaluate the importance and impact of different configuration and administration settings.

Topics covered include:

  • Common settings for discussion styles including Forums, Blogs, Ideas and the Tribal Knowledge Base
  • Community Structure and the rules for promulgation of settings
  • Permissions and roles
  • Ranks
  • Studio features for Community Managers
  • Moderator Tools
  • Measurement through Metrics and Lithium Social Intelligence (LSI)
  • Community Health Index (CHI)
  • Accessing Help and Documentation

Prerequisite: You will need to bring your laptop computer for this course.

Social Strategy Foundation

Hosted by Lithium's VP of Social Strategy, Dave Evans
Pricing: $1,895 for the conference + workshop bundle

The Social Strategy Foundation certification is designed for those wanting to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. This new certification is built around the latest Lithium Social Web technology: it’s filled with practical examples showing best of class integrations with the entire Lithium platform.

Participants will come away with an actionable plan for high-scale, efficient customer engagement and response, and will gain the following professional benefits:

Tactical Mastery

  • Learn how to best engage with customers on the social web
  • Understand why Marketing and Customer Care are merging
  • See proven techniques to build advocates
  • Understand the impact of social technology on your business

ROI Connection

  • Learn how to identify, define, and measure ROI for customer care
  • See how leading brands drive ROI though case studies covering call deflection, enhanced sales, innovation and customer satisfaction
  • Identify and measure your success in the context of your business objectives

Thought Leadership

Taught by Lithium‘s best-selling author and recognized social technology leader, Dave Evans, this course is designed for teams wanting to push their implementation of social technology beyond the traditional areas of support, sales, marketing, and PR and for those who want to tap the inherent knowledge of their entire organization to build stronger advocates faster through customer engagement and response on the social web.

An examination will be conducted at the conclusion of the training session. To become certified, participants must pass the examination.

8:30AM - 1:00PM

Master Class- Community Metrics

Hosted by Lithium's Chief Community Officer, Joe Cothrel Pricing:
$1,795 for the conference + one master class workshop bundle
$2,095 for the conference + two master class workshop bundle

At LINC 2015, a one-hour session on metrics and benchmarking was one of the most popular and highly rated sessions. In this new half-day session, we’ll delve deeper into the topic, focusing on the metrics available in Lithium Social Intelligence (LSI). You will learn:

  • How to understand, prioritize and classify the metrics in LSI, including new metrics on user success, satisfaction and likelihood to refer.
  • What LSI reports advanced users commonly configure, export and schedule.
  • How to create your own reports in spreadsheet applications like Microsoft Excel and Google Sheets, using data from LSI.

We‘ll also discuss benchmarking methods and options available through Lithium’s Customer Success program, so you can collaborate effectively with your CSM to produce the most relevant and useful benchmarking results.

Attendees in this session are assumed to have general familiarity with the metrics and reports available in LSI and a basic working knowledge of spreadsheet applications.

1:00PM - 5:00PM

Master Class- Community ROI

Hosted by Lithium's Chief Community Officer, Joe Cothrel Pricing:
$1,795 for the conference + one master class workshop bundle
$2,095 for the conference + two master class workshop bundle

Like our session on metrics, a one-hour session on return on investment was one of the most popular and highly rated sessions at LiNC 2015. In this new half-day session, we’ll look at ROI in depth, including:

  • The most common value propositions for community ROI, including increased sales, reduced cost, increase satisfaction and more.
  • The data required for calculating ROI, including both community data and data from other business systems.
  • Examples of ROI calculations and results from leading Lithium customers, across a range of community use cases and industries.
  • The session will conclude with an interactive exercise in which attendees who come with a completed pre-session worksheet will be able to use formulas and data points shared in the session to create their own ROI calculations.
  • Attendees are expected to complete the pre-session worksheet and have a basic working knowledge of spreadsheet applications.

Prerequisite: You will need to bring your laptop computer for this course.

9:00AM - 6:00PM

Hackathon 2016Lithium HQ

Pricing: free with conference registration, please RSVP during the registration process to hold your spot.

Calling all developers, designers, partners and engineers! Bring your laptops, your best coding tricks and join us for the 3rd annual LiNC Hackathon. If you're tinkering with a new idea for your community, here's your chance to build a prototype on the Lithium platform using the Lithium-Klout SDK, REST API, Freemarker or any of our technologies.

Sign up with a team or meet new people and create a team of your own (we recommend teams of three). We’ll be awarding prizes for the best overall idea, best total community experience, best community customization and best integration or extension. And of course, there will be plenty of food and beer!

10:00AM - 4:00PM

Lithium Executive Advisory Council by invitation only

6:00PM - 9:00PM

Welcome Reception @ SPiN

Meet us at SPiN SF- San Francisco's hottest new ping-pong social club. Enjoy music, SF-inspired grub, and a variety of craft beers, cocktails, and artisan wines while networking and perhaps battling your fellow LiNC attendees!

Thursday, June 9

7:30AM - 8:30AM

Breakfast

8:30AM - 12:00PM

General Session & Welcome

Who can afford to lose a whole generation of customers? Not any of us.

Digital is past the tipping point. We need to shift from the hype of digital disruption to creating a lasting change in our businesses. A Total Community approach is at the center of how brands like USAA, HP, Skype and Samsung deepen their engagement with customers across sales, marketing and service. The next dimension of customer experience includes activities before and after the purchase, including the ability to reach, respond and understand your customers. It also helps brands to learn from and leverage the full spectrum of customer data. Join us to hear why we need to act now, or risk losing a whole generation of customers.

12:00PM - 1:00PM

Lunch

1:00PM - 1:50PM

Session I

Track A: Big Thinkers' Lounge ?

The Social Marketing Paradox

Member of Lithium's Board of Advisors and Former Industry Analyst, Nate Elliott

Learn how to achieve the promise of social and free yourself from the Social Marketing Paradox. In this session, Nate Elliott uncovers the three attributes social relationship tools must deliver:

  • Comprehensive and powerful for both marketing and customer service
  • Proactive, data-driven advice on what and when to publish content
  • Measurement and optimization of social programs

Track B: Customer Acquisition ?

Total Community Advocates: Your Marketing Weapon

Tesco Bank, Manila McLean, Head of Digital Marketing

Webroot, Catherine Kaiser, Director of PR, Social Media and Digital Marketing

Parrot, Michael Da Silva, Technical Community Manager

[Presentation] In this session, you'll hear from three brands that started with customer service communities, but leveraged their superfans as their secret weapon for awareness, consideration and purchase. They will share best practices from community promotion to design strategies that they used to maximize ongoing engagement and enlistment.

Track C: Customer Retention ?

B2B Understands Lifetime Value

NetApp, Teresa Peluso, Head of Communities, Customer Success & Loyalty;

SAS, Pamela Meek, Global Head of External Communication;

Zuora, Marlene Lee Summers, Vice President, Global Support

[Panel] The Aberdeen Group recently found that high-tech firms that build and manage online communities attain superior results in creating happy customers, reducing service costs and driving revenue growth. This session will explore the data behind how B2B high-tech brands can reduce churn, cut service costs and drive revenue.

Track D: Developer Showcase ?

Build Innovative Customer Experiences with Lithium APIs

Persistent, Veit Irtenkauf, Director, Customer Success Manager

iTalent, Raju Kotha, CTO

In this session, brands and partners will showcase how they leverage the Lithium platform to deliver better customer experiences.

Track E: Total Community Strategy Workshop ?

Part One

Lithium, Jeffrey Saenger, Head of Global Strategy Consulting

In this workshop, you will learn about the challenges facing companies in the era of extreme customer expectations and how an effective strategy can set you apart.

In order to remain relevant, brands must enlist their customers, employees and brand advocates to address the challenges of the Total Community. What does it take to effectively create a Total Community that drives meaningful business outcomes? What tools and strategies can we use to catalyze, measure and demonstrate strong ROI?

This is part 2 of a 2-hour workshop that combines instruction with hands-on activities aimed at providing a foundation for developing your Total Community strategy.

  • Learn how other companies are applying innovative strategies to provide great customer experiences through Total Community
  • Learn to use new tools for understanding, measuring and delivering experiences
  • Exercise new tools through interactive sessions, and develop skills you can take back to your company
  • Develop your business case for change – create an action plan for your organization to drive improvement
1:50PM - 2:10PM

Break

2:10PM - 3:00PM

Session II

Track A: Big Thinkers' Lounge ?

You have the Customer Data. Now What?

Altimeter Group, Susan Etlinger, Industry Analyst

Do you know what information about your customers would help you deliver better experiences for them? Have any idea who owns that data in your organization? Even more importantly, do you know what to do with that information once you get your hands on it? If you answered ‘no’ to any or all of these questions, you’ll want to spend time with Altimeter’s Susan Etlinger as she speaks candidly about how to extract insights from multiple data streams and act on them in a practical and scalable way.

Track B: Customer Acquisition ?

War Stories From the Digital Trenches

Telus, Scotty Jackson, Sr. Strategy Manager;

StubHub, Mary Hill, Customer Service and Social Media Manager

EA, Jennifer Hughes, Leader in Online Customer Engagement Operations

Verizon, Kenneth Madrigal, Senior Manager Social Strategy & Digital Experience

[Panel] In this session, you'll hear stories on how two brands leveraged their social and community efforts to integrate with campaign initiatives. They will teach you how best to engage with both happy and 'not so' happy customers so you can educate, promote and build brand advocates that last a lifetime.

Track C: Customer Retention ?

Retention ROI

Lithium, Rachel Barger, GM EMEA and Global Head Customer Success & Value Engineering;

Lithium, Craig Solberg, Director of Value Engineering

dtac, Manida Thiensiripipat, AVP Digital Strategy and Analytics

[Presentation] We will outline the three pillars to driving retention value - Savings, Satisfaction and Sales - and how you can build your model to show how you are building value from your existing customers. After this session, you will be able to use this model to share your ROI with internal stakeholders.

Track D: Developers ?

A Look Inside Responsive for Developers

Grazitti Interactive, Varun Luthra, Lithium Lead

WorldGuide, Marc Lindner, CIO

Lithium, Adam Ayres, Principal Software Engineer, Responsive for Developers

Your customers are increasingly accessing your community on-the-go through a mobile device. In this session, our beta customers will demonstrate how they transformed their community experiences to responsive using our new tooling kit, Responsive for Developers.

Track E: Total Community Strategy Workshop ?

Part Two

Lithium, Jeffrey Saenger, Head of Global Strategy Consulting

In this workshop, you will learn about the challenges facing companies in the era of extreme customer expectations and how an effective strategy can set you apart.

In order to remain relevant, brands must enlist their customers, employees and brand advocates to address the challenges of the Total Community. What does it take to effectively create a Total Community that drives meaningful business outcomes? What tools and strategies can we use to catalyze, measure and demonstrate strong ROI?

This is part 2 of a 2-hour workshop that combines instruction with hands-on activities aimed at providing a foundation for developing your Total Community strategy.

  • Learn how other companies are applying innovative strategies to provide great customer experiences through Total Community
  • Learn to use new tools for understanding, measuring and delivering experiences
  • Exercise new tools through interactive sessions, and develop skills you can take back to your company
  • Develop your business case for change – create an action plan for your organization to drive improvement
3:00PM - 3:20PM

Break

3:20PM - 4:00PM

Featured Keynote by Microsoft Dynamics

Details to come!

7:00PM - 10:00PM

LiNC Bash and Lithy Awards Ball

This year's LiNC Bash and Lithy Awards Ball will feature live entertainment, and for the first time ever, the 2016 Lithy Awards. Join us as we recognize our digital excellence winners, celebrate our best customers, enjoy San Francisco's finest drinks and eats, and dance the evening away!

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 Salon Gardens. The interior is modern and opens to an expansive 12,000-square-foot garden terrace.

Friday, June 10

8:00AM - 9:00AM

Breakfast

9:00AM - 10:30AM

General Session & Product Deep Dive

10:30AM - 11:00AM

Break

11:00AM - 12:00PM

Session III

Track A: Big Thinkers' Lounge ?

The CX Questions You’ve Been Too Afraid to Ask

Altimeter Group, Brian Solis, Principal Analyst

Join digital analyst, anthropologist, and futurist, Brian Solis as he answers the questions you’ve been too embarrassed or afraid to ask. This session is for those that are struggling to get executive support, or trying to get colleagues across the organization to believe in your Total Community strategy, or even those looking for guidance on the first step to take to pull your company into the age of CX.

Track B: Solution Showcase ?

Take Community to the Next Level: Profile Plus Creates a Personalized Community Experience

giffgaff, Gregg Baker, Head of Communities

Webroot, Nic Tolstoshev, Community Manager

All successful and vibrant communities have one thing in common. Active community members. They create higher quality and relevant content that everyone can benefit from. In this session, learn how Profile Plus creates a personalized community experience that enlists more community members to participate. You’ll learn how activating community participants helps:

  • Consumers find higher quality answers faster
  • Increase SEO
  • Identify top experts and influencers by topic
  • Provide more personalized service and marketing

Track C: Data-Driven Value ?

Data-Driven Social Care

Symantec, Tim Lopez, Social Customer Care Leader

Fitbit, Allison Leahy, Director of Community

Rogers Communication, Margaret Tsuji, Manager, Community Forums and Social Media Support

[Presentation] This session will discuss how you can turn social visibility of your customers into value for your entire organization. Two brands will present their social care strategies via LSW and disclose how they took that to the next level by using deeper customer insights, identifying sales leads and, finally, turning social data into valuable wisdom across the company. Plus, you will learn how to build the best personalized analytics dashboard for all levels of your management team.

Track D: Developer Showcase ?

How to Integrate Customer Data into Your Enterprise Application

Microsoft Power BI, Miguel Martinez, Sr. Product Marketing Manager;

Comcast, Jared Schultheis, Executive Director, Digital Media Outreach and Customer Relations

Avanade, Barry Givens, Digital Customer Lead

We all know data is important but how do we gain meaningful insights and make it available across other systems? In this session, you will learn which data sets will enrich your understanding of your customers and how to integrate with your CRM, BI tool or other enterprise applications.

Track E: Total Community Strategy Workshop ?

Part One

Lithium, Jeffrey Saenger, Head of Global Strategy Consulting

This workshop is intended for attendees who were not able to attend the Total Community Strategy (Part 1 of 2) on June 9th.

In this workshop, you will learn about the challenges facing companies in the era of extreme customer expectations and how an effective strategy can set you apart.

In order to remain relevant, brands must enlist their customers, employees and brand advocates to address the challenges of the Total Community. What does it take to effectively create a Total Community that drives meaningful business outcomes? What tools and strategies can we use to catalyze, measure and demonstrate strong ROI?

  • Learn how other companies are applying innovative strategies to provide great customer experiences through Total Community
  • Learn to use new tools for understanding, measuring and delivering experiences
  • Exercise new tools through interactive sessions, and develop skills you can take back to your company
  • Develop your business case for change – create an action plan for your organization to drive improvement
12:00PM - 1:00PM

Lunch

1:00PM - 2:00PM

Session IV

Track A: Big Thinkers' Lounge ?

The State of Engagement Report

Lithium, Joe Cothrel, Chief Community Officer

Lithium, Dave Evans, VP of Social Strategy

Learn from the experts based on real life and actual cases on how to overcome the most common internal challenges when implementing your enterprise social technology platform. Joe and Dave will cover peer support, social channel engagement, and the role of your own internal subject matter experts in delivery of excellent, measurable customer experience.

Track B: Solution Showcase ?

True Conversations: Talk, Listen & Respond

Alteryx, Brian Oblinger, Vice President, Community & Suppor;

Post Office UK, Darren Jones, Social Media Manager

Hear two unique stories on how global brands are publishing, listening and responding to customers on social in an integrated fashion to drive deeper engagement. In a lab style environment, you'll hear specifics on actual social campaigns and how the team worked together for a single goal.

Track C: Data-Driven Value ?

Measuring Community Impact with Value Analytics

MicroStrategy, Christopher Von Simson, VP Market Engagement;

PayPal, Franz Guber, Social Customer Care Tools Analyst

Do you have a data-driven approach to quantify the performance of your community for users? Or – better yet – how do you gauge your community’s overall impact on the business? If you answered no, this session is for you. In this session, hear from brands that are gaining deep insight into community performance using Value Analytics, a community feature that enables brands to measure key metrics including Net Promoter Score (NPS), customer satisfaction (CSAT), and call deflection.

Track D: Developer Showcase ?

Meet the Experts

Skype, Claudius Henrichs, Community Manager

Lithium, Doug Schroeder, Principal Software Engineer, LDN

Lithium, Adam Ayres, Principal Software Engineer, Responsive for Developers

Lithium, Sheetal Kakkad, Senior Product Manager, Lithium Reach and Response

Learn best practices from a panel discussion with Lithium developers and one savvy brand to optimize your customization code for performance, security and a seamless total community experience.

Track E: Total Community Strategy Workshop ?

Part Two

Lithium, Jeffrey Saenger, Head of Global Strategy Consulting

This workshop is intended for attendees who were not able to attend the Total Community Strategy (Part 2 of 2) on June 9th.

In this workshop, you will learn about the challenges facing companies in the era of extreme customer expectations and how an effective strategy can set you apart.

In order to remain relevant, brands must enlist their customers, employees and brand advocates to address the challenges of the Total Community. What does it take to effectively create a Total Community that drives meaningful business outcomes? What tools and strategies can we use to catalyze, measure and demonstrate strong ROI?

  • Learn how other companies are applying innovative strategies to provide great customer experiences through Total Community
  • Learn to use new tools for understanding, measuring and delivering experiences
  • Exercise new tools through interactive sessions, and develop skills you can take back to your company
  • Develop your business case for change – create an action plan for your organization to drive improvement
2:00PM - 2:30PM

Break

2:30PM - 3:30PM

General Session & Closing

3:30PM - 6:30PM

Unconference

Industry speakers

Hear from the world's leading global brands, top-tier analysts and other industry visionaries – including Jason Silva.

Keynote speakers

Jason Silva

Media Artist, Futurist, Philosopher, Keynote Speaker and TV Personality.

Brain Games

Jason Silva is the Emmy-nominated host of National Geographic Channel's #1 rated and Emmy-nominated series, Brain Games, seen in over 100 countries. A self-professed wonderjunkie, Silva is the creator of the web series “Shots of Awe,” micro-documentaries exploring creativity, innovation, technology, futurism, metaphysics, existentialism and the human condition. An active and prolific global speaker, Jason has spoken at TEDGlobal, Google's Zeitgeist Conference, keynoted multiple events for Microsoft, IBM, Adobe, Oracle, Electronic Arts, Honeywell, PEPSICO, Intel, Dolby and many more, all over the world.

Jujhar Singh

General Manager of Program Management at Microsoft Corporation

As GM of Microsoft Dynamics CRM, Jujhar is responsible for the product strategy and direction of the CRM product line and incubating newly acquired companies in the CRM family. He was instrumental in driving multiple releases of CRM, Marketing and Social in the last 3 years at Microsoft. His leadership resulted in accelerated growth of the CRM product line.
Jujhar Singh is an experienced technology and business leader with deep knowledge of CRM, Business Analytics, Social Media and Web technologies. Jujhar has 20+ years of experience in strategic planning, corporate strategy, product management, new product introduction and marketing. Jujhar came to Microsoft from HP where he was the Vice President in the Business Solution Division of HP responsible for product management and software strategy for the core industries such as Healthcare, Communications, Financial Services and Insurance.

Tom Fishburne

Founder of Marketoonist

Tom Fishburne started drawing cartoons on the backs of business cases as a student at Harvard Business School. Tom’s cartoons have grown by word of mouth to reach 100,000 marketers every week and have been featured by the Wall Street Journal, Fast Company, and the New York Times.
Tom is the founder of Marketoonist, a content marketing agency focused on the unique medium of cartoons. Since 2010, they’ve developed visual content marketing with a sense of humor for businesses such as Google, IBM, Vodafone, and Intuit. Marketoonist is expanding with a range of cartoonists from the New Yorker and nationally syndicated strips.

Renee Horne

VP Social Business at USAA

As Vice President of Social Business at USAA, Renee leads a team responsible for social media strategy, governance and overall integration of social media tools, technologies and capabilities within business processes across the enterprise. Her team also manages USAA branded social media platforms and communities including the integration of social media marketing and communications engagement strategies across paid, earned and owned media.
Under her leadership, she and her team have effectively led the delivery of marketing efficiencies driving incremental reach, increased brand favorability and awareness through social media while also demonstrating ROI on social community engagement. Additionally, she championed social media innovation through employee social apps, social customer service methods and fraud prevention through agile development and integration of social capabilities into core business functions. She currently has multiple intellectual property patents pending at USAA.

Kriti Kapoor

Global Director, Social Customer Care at HP

As Director of Global Social Care, Kriti Kapoor drives innovation and thought leadership in the rapidly evolving social care field. Specifically, she is responsible for delivering solutions to HP customers’ support questions across social media channels, providing insights to customer support and product groups to help improve service and product quality and overseeing the build out and operations for HP’s Social Care Command Center. Kapoor directs a team of customer experience and community engagement managers who focus on improving customer experience and growing and engaging its community on HP’s award-winning consumer support forums.

Mark Nichols

Customer Service Director at Skype

Mark has been with Skype since 2010, and is accountable for the global Consumer support strategy and Customer Readiness experience. Focusing on extending the reach, channel diversity and significant improvements in both measureable quality and product impact.
Before joining Skype, he led global marketing best practice at Telefonica and prior to that was Head of Contact Centre Operations with O2 in the UK.
Mark is an experienced and strategic leader with a track record in accelerating customer centric transformations that support operations, marketing and business development.

Iain Langridge

VP, Content and Services at Samsung

Iain Langridge has joined the Samsung Electronics America organization as VP, Content and Services. In this role, Iain leads the overall strategy and product roadmap of our lifestyle and loyalty content and services, with an emphasis on creating best-in-class connected experiences across Samsung products and building a platform for ensuring life with Samsung is better.

Michael Lawder

Senior Vice President of Customer Service at Samsung

Michael Lawder is the Senior Vice President of Customer Care for Samsung Electronics America. He oversees all U.S. customer service operations, including contact centers, field and depot operations, walk-in support locations, parts supply and quality assurance. Michael’s passion at Samsung is to help customers get the most out of their products. The Samsung Customer Care team is committed to making each day simpler, more productive, and more enjoyable for customers.
Prior to Samsung, Michael spent almost six years at Electronic Arts, Inc., where he was most recently the Vice President of Worldwide Customer Experience. Prior to Electronic Arts, Michael had a 12 year tenure with Apple. He is based in Ridgefield Park, NJ, Samsung’s North American headquarters.

Geoffrey Moore

Managing Director of Geoffrey Moore Consulting

Geoffrey Moore is an author, speaker, and advisor who splits his consulting time between start-up companies in the Mohr Davidow portfolio and established high-tech enterprises, most recently including Salesforce, Microsoft, Intel, Box, Aruba, Cognizant, and Rackspace. Moore’s life’s work has focused on the market dynamics surrounding disruptive innovations. His first book, Crossing the Chasm, focuses on the challenges start-up companies face transitioning from early adopting to mainstream customers. It has sold more than a million copies, and its third edition has been revised such that the majority of its examples and case studies reference companies come to prominence from the past decade.

Session speakers

Susan Etlinger

Industry Analyst at Altimeter Group

Susan Etlinger is an industry analyst with Altimeter Group, a Prophet Company, where she promotes the smart, well-considered and ethical use of data. She conducts independent research on these topics and advises global executives on data and analytics strategy. In addition, she works with technology innovators to help them refine their roadmaps and go-to-market plans.
Etlinger is on the board of The Big Boulder Initiative, an industry organization dedicated to promoting the successful and ethical use of data. She is a TED speaker, is regularly asked to speak on data strategy and best practices, and has been quoted in media outlets such as The Wall Street Journal, The New York Times, and BBC.
Find Susan on Twitter at @setlinger, or on her blog at susanetlinger.com.

Allison Leahy

Director of Community at FitBit

Allison Leahy is Director of Community at Fitbit, where she launched the company’s global community and social support programs. A graduate of Vassar College, Allison kicked off her career as a community builder bringing non-profit donor development programs online before joining Ning, a platform for creating online communities. She’s an avid cyclist, burgeoning runner, and longtime walking enthusiast.

Scotty Jackson

Sr. Strategy Manager, Social and Digital Customer Experience at TELUS

Scotty began working with social media at TELUS in mid-2011, bringing 11 years of 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. Scotty co-championed the development of an on-domain social community, the TELUS Neighbourhood, which seeks to draw TELUS social experiences closer to TELUS itself through conversation in forums, gathering of customer ideas and sharing community news through blogs, and helped support the development of an enriched operational framework and strategy for supporting, engaging, and enlisting customers.

Barry Givens

Digital Customer Lead, North America at Avanade

Barry Givens is the Director of Avanade’s Digital Customer business for North America where he has helped enterprise clients across industries transform their businesses to meet the demands of the new digital consumer. Prior to joining Avanade, Barry lead several product development teams for Microsoft in Web technologies, social networking, mobile, and data mining solutions. In addition to roles in product development, he has held roles as a product planner, evangelist, and managed global channel strategy for Microsoft Dynamics CRM during its transition from a traditional to a cloud delivery model.

Nic Tolstoshev

Community Manager at Webroot

Former sysadmin turned community manager, Nic loves learning new things, hanging out online with people, and playing video games. Previously to working at Webroot, Nic has managed the Spiceworks and Intuit QuickBooks online communities.

Marc Lindner

CIO at WorldGuide

Marc is the CIO of Worldguide and manages the technical part at WorldGuide. Working closely with designers and his engineers he used the self service capability of Lithium to launch Worldguide’s responsive design in 2016. He has taken the base of Lithium and altered it to the needs of the company. Worldguide is now able to provide Live streams, Blog content, Forum content and Group interaction.

Pamela Meek

Global Head of External Communications at SAS

Pamela is a member of the global Marketing Leadership Team at SAS. She directs an integrated communications program including executive comms, content, online communities, social media, PR and influencer relations. She is responsible for reputation management, promoting and protecting both the corporate brand and the company’s famous corporate culture. Her team is geared to attract, enlighten and engage SAS stakeholders.

Margaret Tsuji

Manager, Community Forums and Social Media Support at Rogers

Margaret Tsuji is the Manager, Community Forums and Social Media Support at Rogers Communications. In this role, Margaret leads a small team of specialists and moderators who help make the Rogers Community Forums a pleasant place to be. She also heads up the Social Media Support team who support customers on Facebook and Twitter.

Franz Gruber

Social Customer Care Tools Analyst at PayPal

Franz Gruber is the Social Customer Care Tools Analyst at PayPal’s Omaha office and has been working Lithium platforms for over five years. Franz looks after ~200 Lithium Social Web users in ten support locations worldwide and supports seven regional PayPal community forums. He’s passionate about customer service and the challenges with providing great service at scale. When he’s not fiddling with spreadsheets and thinking about great customer service experiences, you can find him reading genre fiction and thinking about the future of humanity in our hyper connected world. Connect with him on LinkedIn

Jenn Hughes

Global Director of Social and Community at EA

Jenn Hughes is the Global Director of Social & Community for EA customer experience. She leads the teams who support game players on social media and through the player community at Answers HQ. She has been leading large-scale social media and community programs for the past 10 years, with a focus on customer experience where brands like EA can really make the mark. Off the social media grid Jenn likes to hike local Austin trails, listen to live music, and test new skills such as Irish falconry.

Christopher Von Simson

Vice President of Market Engagement at MicroStrategy

As Vice President of Market Engagement at MicroStrategy Chris takes care of a global B2B high tech community for customers, partners, analysts, consultants, educators, and members of the public. This online community is part of a software company renaissance, adding new energy to the corporation, its products, and its place in the market. Activity with the community has boomed 30X to about a million visitors since a revamp just 18 months ago. Every day the community helps Support case deflection, as well as Marketing Strategy, Partner Marketing, lead grooming and demand generation. Formerly Chris worked as a teacher, and documentary film maker after education at the Universities of London and York.

Brian Solis

Principal Analyst at Altimeter Group

Brian Solis is Principal Analyst at Altimeter Group, a Prophet company. Solis studies the effects of disruptive technology on business and society. More so, he humanizes these impacts to help people see people differently and understand what to do about it.
He is an award-winning author and avid keynote speaker who is globally recognized as one of the most prominent thought leaders in digital transformation and innovation. Brian has authored several best-selling books including What’s the Future of Business (WTF), The End of Business as Usual and Engage!. His latest book “X,” explores the intersection of where business meets design to create engaging and meaningful experiences.

Catherine Kaiser

Director of PR, Social Media and Digital Marketing at Webroot

Catherine Kaiser leads the digital, social media and PR strategy for Webroot’s global home, mobile and enterprise business. Catherine’s team is responsible for all aspects of customer engagement, including management of the Webroot Community – as well as two successful advocate programs, all social media channels and digital marketing tactics. Her work has been quoted in USA Today, Wall St. Journal, MSN Money, SmartMoney.com, and the book “Turning Brand Advocates into a Powerful Marketing Force to Drive Leads and Sales.” Prior to Webroot, Catherine was Director of Marketing at Quizzle.com, a start-up focused on credit and debt management.

Gregg Baker

Head of Community Management at giffgaff

Over the last 15 years, Gregg has been involved in building communities for some of the largest companies in their respective industries. Currently Head of Community at giffgaff, the mobile network run by its members, Gregg is responsible for delivering a pioneering approach to community engagement

Mary C. Hill

Customer Service & Social Media Manager at StubHub

As Manager of Customer Service and Social Media, Mary Hill brings more than 10 years of Customer Service expertise to StubHub, guiding and managing StubHub's internal contact centers and Social media teams in East Granby, CT and Salt Lake City, UT. Since joining StubHub in 2012, Mary has grown StubHub's Facebook following by 22% and Twitter by 200%. Mary’s main focus in both Customer Service and Social media is continuing to build brand loyalty and trust while providing world class service to each of our fans.

Raju Kotha

CTO at iTalent

Raju Kotha has over 15 years of experience in the technology and enterprise software space. Prior to joining iTalent in 2013, Raju held various positions at NetApp, including roles in Customer Self-Service enablement, an Enterprise Solutions Architect, Development, Project management, and Leadership experience. He earned a Master’s Degree in Software Engineering. Raju firmly believes in leading by example and places great emphasis on creating a positive atmosphere within the company’s Hyderabad Development Center.

Jeff Terrell

Director of Support Community at GoPro

As the Director of Support Community for GoPro, Jeff is responsible for leading the development, operations, and growth of GoPro’s customer-focused community experiences, including their online community platform, the GoPro Support Hub. In addition to the core online community, Jeff works with other GoPro teams to develop targeted engagement experiences for specific customer communities, and is building the roadmap for future online and offline community channels as part of a strategy to inspire more GoPro customers to capture and share the experiences they’re passionate about.

Veit Irtenkauf

Director, Customer Success Manager at Persistent

Having worked with Lithium’s customers and partners for the last 6 years, Veit has been involved in numerous customer strategy and development / integration engagements with a wide variety of Lithium’s customers, including Cisco, Google, HP and Autodesk. Veit also held senior management roles at Intel and Unify.

Tim Lopez

Manager, Global Social Customer Care at Symantec

Tim runs the Global Social Customer Care team for the Norton Support and Services group at Symantec. He started at Symantec in Engineering. After noticing customers needed help on Social Networks but were being ignored, he took his Customer Service background, applied it to product knowledge and love for social networks, and started replying to these customers - provided them direct support. It didn't take long for the company to notice this 'vigilante' was providing excellent customer experiences, and the company moved to make this an official company endorsed effort. He now leads a team of full-time Social Support Agents who respond to customers on social networks, as well as other areas across the web, with one goal in mind - Surprise and Delight Customers in their channel of choice.

Michel Da Silva

Technical Community Manager at Parrot

Michel Da Silva is Community Manager, member of the Customer Team of Parrot. His previous role as the Retail Store Manager of Parrot’s flagship store in Paris and his technical knowledge of the products combined with a natural contact with customers lead him into the new project of Parrot : to gather drones pilots and technology lovers into a unique & vivid community. Before working for Parrot, Michel got a master degree in Entrepreneuship while working as Project Manager at DDIDF Business Angels, specialized in Sustainable Development, helping several startups to fund their early stage life. He previously worked on telecom industry in sales and customer care for a Flagship store project.

Miguel Martinez

Senior Product Marketing Manager at Microsoft

Miguel is a Sr. Product Manager for Power BI at Microsoft. He is the Community Manager for community.powerbi.com and a community champion within Microsoft. Prior to Microsoft, Miguel worked for Amazon.com and LATAM Airlines in South America. He is an Electrical and Industrial Engineer, and holds an MBA from Berkeley-Haas with focus on Marketing and Management of Technology. He is also a data geek, amateur rock star and heavy Power BI user.

Nate Elliott

Member of Lithium's Board of Advisors and Former Industry Analyst

Nate Elliott is a member of Lithium's board of advisors. For nearly 20 years, he's been helping companies build better marketing programs in a world where technology has radically changed their customers’ behaviors. In more than 12 years as a research analyst, Nate also led Forrester’s research and consulting on social marketing, European interactive marketing, and rich media and video advertising. In 2003 he founded JupiterResearch’s coverage of search marketing. He also created Forrester’s Social Technographics Score data model and for five years he ran the annual Forrester Groundswell Awards. Previously he developed new online advertising products and standards in roles with DoubleClick (now Google), Macromedia (now Adobe), and the IAB.

Manila McLean

Head of Digital Marketing at Tesco Bank

Manila McLean is Head of Digital Marketing with Tesco Bank. She has 17 years in-depth experience in digital spanning a number of financial service organisations. In her current role, Manila is responsible for all digital marketing channels, the performance of the Bank’s website and in driving the insights, analytics and optimisation of the digital experience. Manila is passionate about creating great digital experiences that deliver compelling customer and business benefit.

Varun Luthra

Lithium Lead at Grazitti Interactive

Varun is the Lithium Lead at Grazitti – with over 8 years’ experience of delivering communities on Lithium and other platforms, he leads the winning team at Grazitti that has delivered to demanding clients including Fitbit, ZipRealty, Optimizely, Opentable and Centrify. He is responsible for developing the strategy and execution for the projects to their successful launch.

Brian Oblinger

Vice President, Community & Support at Alteryx

Brian Oblinger is Vice President of Community and Social Content at Alteryx, where he is responsible for overseeing strategy, execution, and measurement of community and social to drive engagement, collaboration, and innovation.

Darren Jones

Social Media Manager at Post Office UK

Darren heads up Social Media Manager at Post Office, a commercial business with a public purpose, which has the largest retail network in Europe, with branches all sitting at the heart of local communities. They continue to be the leading mails retailer and their financial services business is amongst the fastest growing in the UK. Post Office have connected communities and customers with the products and services they need for centuries, and Darren is always busy finding ways to translate this digitally using social media. Outside of Post Office, Darren previously the led the social media activity for the premium beauty division of the fastest growing online retailer in the UK, The Hut Group.

Teresa Peluso

Head of Communities, Customer Success & Loyalty at NetApp

Teresa Peluso is a Silicon Valley, 19 year marketing veteran who takes being the voice of the customer very seriously. She has expertise in developing and executing social and digital media strategies to provide business insight, create problem-solving and business conversations, and identify new business and cost-saving opportunities. As the Senior Community Manager at NetApp, she is passionate about creating a strong sense of ‘NetApp community’ wherever it leads. Teresa believes the road to success is a customer-obsessed strategy that serves as framework for driving loyalty & advocacy for NetApp. Her next adventure includes inspiring innovation throughout NetApp Marketing by developing programs that tap into the power of the customer voice.

Manida Thiensiripipat

AVP in Digital Strategy and Analytics at dtac

Manida is AVP in Digital Strategy and Analytics at dtac, the second largest mobile operator in Thailand.
She is passionate on a variety of subjects and have expert knowledge in the area of Social Media, Analytics and Digital Customer Service. Her cheerful personality and sales-persona is very effective in dtac as it goes through Digital-transformation. Mathematics is not her favorite subject in school but she loves everything measurable online. Her mantra is “If you can’t measure, you won’t see value online”. She has a creative flair and has an eye for detail. And lastly, of course, a strong passion in building communities.

Marlene Lee Summers

Vice President, Customer Support Services & Community at Zuora

Silver Award winner of the 2015 Stevie Award Female Executive of the Year in Computer Software, Marlene is an insightful technical leader with twenty years of experience in enterprise software and application development. With a degree in Customer Science and Applied Math from Colgate University, she focused on database application development as an advisory software engineer at IBM. After filing three patents relating to multidimensional database design and serving as an engineering team lead, she shifted into project management and software delivery. As a certified Project Management Professional, she successfully delivered dozens of products and services, partnering tightly with cross-functional teams.

Jared Schultheis

Executive Director, Customer Service Strategy & Operations at Comcast

Jared Schultheis, Executive Director, Digital Care is responsible for the strategic direction and operational performance of Comcast’s Digital Care team. His key focus is to build scale and operational excellence in the social media Care space while maintaining the uniquely nimble and customer focused social presence Comcast has become known for.

Claudius Henrichs

Community Manager at Skype

Claudius is the Community Manager for the vibrant Skype consumer community and advocate for modern dialogue communities within Microsoft. Being a former community super user himself he joined Skype in 2011 to turn the old tech forum into a modern community running on Lithium. Throughout that community journey he also became an active contributor to the Lithium Community where he is pushing innovative ideas to advance the platform. Besides that, he is an open geodata enthusiast, gadget lover and game explorer.

Lithium speakers

Rob Tarkoff

President and CEO at Lithium

As President and CEO, Rob guides the strategic direction and corporate vision for Lithium. Since joining in September 2011, Rob has significantly expanded Lithium’s product portfolio, grown the company from 150 to 400+ employees, and expanded into new global regions and vertical markets. In his own words, “I want to build Lithium into a multi-generational company that is fundamentally changing the way businesses and people connect with each other.” Rob joined Lithium from Adobe Systems, where he served as Senior Vice President and General Manager of the Digital Enterprise Solutions business unit. At Adobe, Rob pioneered Adobe's Customer Experience Management strategy, and also led Adobe's worldwide enterprise solution partnerships, including system integration partners and strategic ISVs.

Jeffrey Saenger

Head of Global Strategy Consulting at Lithium

Jeffrey Saenger is head of Global Strategy Consulting at Lithium Technologies, where he helps the world’s leading brands utilize social media to deliver successful business outcomes. Jeff’s experience includes business strategy, operational modelling, systems architecture, organizational management, and social media best practices. Jeff heads Lithium's in-house consultancy focused on digital strategy, customer experience, and organizational readiness. The team’s industry expertise, service design thinking, and behavioral science-based methodology offers clients a unique approach to digital transformation.

Dave Evans

VP Social Strategy at Lithium

Dave is the VP of Social Strategy at Lithium. He is also the author of best-selling book "Social Media Marketing: An Hour a Day," as well as "Social Customer Experience: Engage and Retain Customers Using Social Media.

Doug Schroeder

Principal Software Engineer at Lithium

As a Principal 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 4 core development teams and a member of our Professional Services group during that time.

John Dawes

SVP, Product at Lithium

As SVP, Product, John is responsible for the entire planning and direction of all Lithium products and for driving ongoing product strategy, product design and product management.
John joins Lithium with over 25 years of enterprise software experience in leading product teams with a track record of delivering market leading solutions. Prior to joining Lithium, John was at IBM for two years leading their customer analytics product line, which included Tealeaf and Coremetrics. John came to IBM through the acquisition of Tealeaf, where he led products and strategy and helped grow the business to be a leader in customer experience management. Before Tealeaf, John worked at several startups in the eCommerce and security space. He was also at Netscape, responsible for its web and application server product line and at Adobe as one of the initial product managers on Acrobat.

Katy Keim

Chief Marketing Officer and GM of Lithium Social Web at Lithium

As Lithium’s Chief Marketing Officer and GM of Lithium Social Web, Katy is responsible for all strategic marketing activities for the company including branding, positioning, communications, go-to-market strategy and customer acquisition programs. She also leads Lithium’s overall product marketing group and product strategy for Lithium's Social Web business. Prior to joining Lithium, Katy was the Executive Vice President of Marketing at ServiceSource, a global leader in service revenue solutions for the high-tech and healthcare industries. During her tenure, Katy was integral to the company’s success in growing from $7M to $100M+ in revenues and extending its global footprint to over five service centers and 700 employees. 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.

Ulrika Haug

Director of Product Marketing at Lithium

Ulrika Haug is the Director of Product Marketing at Lithium where she is responsible for Lithium’s Community and analytics products as well as retail go-to-market. Prior to Lithium, Ulrika has held a variety of product management roles and most recently was the VP of Marketing & Product Management at a German tech company where she led product management, product marketing, public relations and marketing communications. Ulrika launched a retail technology startup, ReTel Technologies, while in graduate school which was acquired by ShopperTrak in 2012.

Joe Cothrel

Chief Community Officer at Lithium

In almost two decades of work, Joe has arguably touched more customer-facing social efforts than anyone in the world. More than 300 companies on four continents have created successful programs by following his advice and guidance. As Chief Community Officer, Joe plays an ongoing role in advising customers and in guiding the people at Lithium who help ensure our customer’s success.

Sheetal Kakkad

Senior Product Manager, Lithium Reach and Response at Lithium

Sheetal Kakkad is Senior Product Manager responsible for Lithium Reach and Response. Sheetal has an engineering background, with a Ph.D. in Computer Science from The University of Texas at Austin. He was Lead Software Engineer on the Lithium Response development team before transitioning to product management. Sheetal's development experience with Lithium Reach and Response provides him a unique view into the product as he continues to drive the roadmap for Lithium Reach and Response. Prior to Lithium, Sheetal worked on building enterprise software at Oracle and Motorola, as well as smaller startups.

Craig Solberg

Global Director of Value Engineering at Lithium

Craig Solberg is the Global Director of Value Engineering at Lithium – helping companies understand the business outcomes delivered through the deployment of a total community strategy. Prior to joining Lithium he served as Chief Revenue Officer for North Plains Systems and in a variety of leadership positions across a 10 year career at Ariba and SAP. Before joining Ariba Craig worked in the supply chain consulting practices of Accenture and Unisys.

Sunil Rajasekar

Chief Technology Officer at Lithium

As Chief Technology Officer, Sunil oversees core product, development and delivery of Lithium's enterprise platform
Sunil is a seasoned technology executive who brings more than 15 successful years of enterprise, small business and consumer software experience. Prior to joining Lithium, Sunil served as Vice President of Engineering, Operations and Program Management at Intuit Financial Services and held a variety of senior roles in the Intuit Small Business and Central Technology groups. His passion is building innovative and successful web and mobile offerings that companies and end users love. Previously, Sunil worked at Oracle, Cisco and several startups.

Nicol Addison

Senior Director of Corporate Communications at Lithium

Nicol Addison is Senior Director of Corporate Communications for Lithium Technologies, where she is responsible for communications and analyst relations for the company. Prior to joining Lithium, Nicol led communications teams for Microsoft’s Skype brand, Yahoo’s Media Properties, and the NBA’s Washington Wizards.

Michael Schanker

Global VP of Marketing and Strategy at Lithium

Michael Schanker is the Global VP of Marketing and Strategy at Lithium Technologies. In this role, he is responsible for the company’s global go-to-market strategy, demand generation, and product marketing. He spends extensive time with customers, industry analysts, and other organizations discussing the fast-changing digital customer experience landscape, and using those insights to advance the company’s solutions. He has been in the technology industry almost 20 years and has served in marketing, product, and sales executive roles at companies including ServiceSource, Siebel Systems, and PTC. He also spent eight years at global consultancy PwC, working with companies in multiple industries on their deployment of technology to improve business processes and results.

Adam Ayres

Principal Software Engineer at Lithium

Adam Ayres is a Principal Software Engineer and UI Architect on the Community Experience team at Lithium Technologies. During his 9 years at Lithium, Adam has led many product development efforts for the Community application, notably: Forums, Blogs, TKB, Mobile, Profile, Media, and most recently Responsive. Adam is a Community product evangelist, historian, and power-user of Community and can be found lurking and answering questions on Lithosphere.

Rachel Barger

GM for EMEA and Global Head of Customer Success and Value Engineering at Lithium

Rachel Barger is the GM for EMEA and Global Head of Customer Success and Value Engineering at Lithium. Rachel has spent the last year establishing Lithium’s new Customer Success team focused on retention, adoption and value realization, which included the development of Lithium’s industry-leading automated Customer Benchmark program. Before joining Lithium, she served a number of APAC and US leadership roles within Professional Services and Sales across a 10-year career at Ariba and SAP. Before joining Ariba, Rachel worked in the Business Consulting practice at Smart & Associates and Arthur Andersen.

The Lithys are back

The Digital Customer Excellence Awards, affectionately known as “The Lithys”, recognize and celebrate brands who are using Lithium to transform the way they connect with customers.

This year we have six award categories, as well as regional recognition, which will showcase customers
who are true digital leaders.

Nominations and online voting are now closed. Winners will be announced and celebrated on June 9, 2016 at
the LiNC Bash & Lithy Awards Ball.

See 2016 Lithy nominees

LiNC conference highlights

LiNC is back for its 9th year as a leading digital customer experience conference. Check out the highlight reel from last year's LiNC!

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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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