We caught up with bazaarvoice’s VP of EMEA Marketing Prelini Udayan-Chiechi @prelini at Social Media World Forum Europe 2015 to chat about her views on the future of social media, the ever expanding and influential world of consumer generated content, and online recommendations. After creating a substantial buzz on the #SMWF hashtag with her keynote presentation on day one of #SMWF “Consumer Economy in The Digital Era”, we sat down with her to discuss the new vision for the digital consumer, and get some fantastic advice on social media from an industry pro. Read More
Customer engagement was a hot topic at this year’s #SMWF Europe. With speakers including Paul Gill from Oxfam, Josep Hernandez from Mondelēz International, Will McInnes from Brandwatch, Patrick van Straalen from Philips and many more who discussed attracting, engaging and listening on social media. With more and more marketers turning to the benefits of digital to increase their customer engagement, it’s fast becoming the truth that a company who is invisible on social media is almost invisible to their potential customers.
We hope you enjoyed this years #SMWF Europe 2015! After two days of high level debate and networking we’d like to thank all of our 70+ speakers, sponsors and attendees who helped make this year’s event the best yet! Here are our photo highlights from both days, and some of our favourite tweeted images from our speakers and attendees.
#SMWF Europe 2015 wrapped up this evening after two action packed days of top level debate, discussion and networking inside London’s Vinopolis.
Day 1 saw American Express’ Simon Veaney take to the #SMWF keynote stage to discuss “Paid Amplification vs. Organic Growth”, exploring different styles and approaches to growth within both paid and organic growth, and the different ways to utilise math, testing and optimisation to promote and distribute content. Read More
#SMWF Europe kicked off in London’s Vinopolis Monday June 8th where marketing professionals from around the globe joined to discover, engage with and discuss all things social media and digital marketing.
It took just 33 minutes before our hashtag #SMWF began trending in the UK and for that we have you to thank!
LONDON / PRAGUE – JUNE 8, 2015 – Today, Brand Embassy, an award winning digital customer service technology firm, announced the launch of their new customer service platform. Brand Embassy’s cloud-based SaaS brings digital customer service channels like Facebook, Twitter, Instagram, email, live chat and discussion forums into one interface and then uses a variety of parameters like post influence and topic to intelligently route requests to the most relevant customer service agent. Brand Embassy also announces it has already signed up Vodafone, T-Mobile and GE Money for its platform.
As the global market leader in telco social customer service software, Brand Embassy has seen a shift in the way some of the world’s largest brands like Vodafone approach customer service. When demand is low, social media management tools that capture a live stream of brand mentions are suitable for social customer service. Marketing managers can act as the liaison between requests made on social and contact centre agents. But with even the slightest increase in demand the whole thing falls apart.
A 2014 study by McKinsey found, e-mail and telephonic voice have fallen from over 80% to about 60% of the telecoms communications portfolio over the past five years, while time spent on social networks has doubled. When consumers do use their phones, only about 20% of the time is for talking – down from over 60% just five years ago.
“We’ve seen a major change in the way our customers want to communicate with us. They demand more than just marketing on social media, they want customer service. We believe it’s our job to deliver that exceptional service. That’s why we’ve invested in customer service technology from Brand Embassy, and together we’re well on our way to achieving our goals.” says Phil Wilson, Social Media Communication Manager at Vodafone UK.
“Customers already have cutting edge technology in their pockets – its businesses who need to catch up, customers aren’t willing to wait on hold anymore to get customer service. They want to communicate with brands the same way they communicate with friends – on social media. It’s just easier.” says Vit Horky, co-founder and CEO of Brand Embassy.
The many-to-many nature of social media creates a conversation that can get very complex, very quickly. Brand Embassy understands the complexity of a social thread and intelligently creates, prioritizes and routes requests to the most relevant person – everything from an email-turned-angry-Facebook post to a simple ‘thanks’ on Twitter is captured and appropriately assigned.
- Integrated CRM gives agents real time customer data to provide a more personal and relevant customer experience
- Intelligent Workflow identifies and sorts requests based on post influence, topics mentioned, language and source of origin, a critical feature for operations at scale
- To Bee Done List automatically creates tickets from complicated social threads so agents don’t have to worry about missing an individual issue or question within a single post
- Knowledge base allows agents to share information and save time with easily customizable predefined answers
“Our technology isn’t just a glorified Google alert for social media – it’s much smarter than that.” adds Horky.
About Brand Embassy
Brand Embassy (www.brandembassy.com) is a digital customer service technology company that makes it easy for brands to be loved by today’s impatient social and mobile customers. Launched in 2011, Brand Embassy’s SaaS is now trusted by over 100 enterprise clients like Vodafone, T-Mobile, Samsung and GE Money. By unifying all digital customer service channels like Facebook, Twitter, Instagram, email, live chat, forums and self-service into one Social Customer Ecosystem customer service becomes efficient, personal and scalable.
Brand Embassy will be speaking in the #SMWF Keynote Stage at 3.30pm today.
Co-founder and CEO of Brand Embassy
tel: +420 731 162 905
For content provider News UK social media has had a huge impact on what and how and what it produces for its readers. The shift in its business has seen big changes as consumers become publishers in their own right – so is it change without risk? We interviewed News UK’s creative content director Tiffanie Darke to find out more. Having worked on The Sunday Times, The Telegraph, The Express and The Observer her journalism background is extensive. In her latest role she heads up the new Native Advertising Unit for News UK, covering The Times, The Sunday Times and The Sun. Read More
Covering topics ranging from wearables and virtual reality, to social customer service and organic growth, this years #SMWF chat definitely sparked the themes and debates that we’re getting excited about at #SMWF Europe next week.
Speakers Glen Gilmore, Forbes Top 20 Social Media Influencer. Digital Marketing Strategist #SocBiz, @GlenGilmore and Robin Hamman, Seasoned Digital and Social Media Strategist, Stradigal Ltd, @Cybersoc, joined #SMWF sponsors including Brand Embassy @brand_embassy and Crimson Hexagon @crimsonhexagon, for the chat which covered a wide range of topics relating to social media and digital marketing in 2015, and the themes which are most expected to arise at #SMWF. Read More
Traditional media intelligence provided us with a historical view as to what was being said by journalists on traditional news outlets. This narrow perspective gave PR no good way to understand whether our messages were being heard, making it difficult to understand the overall impact of our communications programs. Today’s media intelligence is a different ballgame, out of necessity: our media landscape has changed drastically since the first tweet paved the way for dynamic, real-time, 140-character public opinion.
Read the latest e-book from Meltwater to learn how you can be more deliberate in your approach, and measure what matters.
- Step-by-step advice on integrating media intelligence into your day-to-day planning and execution of social media initiatives
- Real-world examples of how companies are navigating the wild world of social media and amplifying their messages
- Tips on proving the success of your programs