World leaders in customer engagement set to reveal their secrets for success at Engage

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Jon HiRes.jpgADMA has secured several of the world’s leaders in customer engagement and service for its new Engage event this November including Jon Wolske, culture evangelist, Zappos, James Frost, marketing director for Nectar, the UK’s leading loyalty coalition program, Jay Henderson, world-wide enterprise marketing management strategy program director, IBM, Roxanne Salton, head of mPayments and mCommerce, Telecom Digital Ventures, Telecom NZ and Vincent Sider, VP of social for BBC Worldwide and P&L owner  of TopGear (UK).

Engage runs from 8.00am – 5.00pm in Sydney on Tuesday, 12 November at Luna Park and on Thursday, 14 November at the Melbourne Convention & Exhibition Centre. The event has an emphasis on bringing the world’s best leaders in customer engagement to Australia and will focus on the four rules of customer engagement: technology, customer experience, data and loyalty.

Says Josie Sangster, ADMA CEO: “Engage is focused on customer engagement and doing it well. For this event, we have sourced the best international speakers who are committed to putting customers first and who have the best advice about how to ensure your customers stay loyal and return again and again.”

Zappos, acquired by Amazon in 2009, started as a small online shoe store and became a billion dollar apparel business by offering amazing customer service – proving that yes, people will buy shoes online.

At Engage, Wolske will talk about Zappos’ culture of service, explaining how aligning values in a company can lead to a unified focus on the customer experience. He believes that customers will continually return if they have a ‘wow’ experience, noting those customers share openly and make word of mouth a big driver for new business.

The affable Jon began his career with Zappos Insights by presenting to visitors and leading a team of ‘culture guides’ that host tours of Zappos’ corporate offices in Henderson, Nevada, growing the tours to an average of 1300 visitors each month.  In 2011, he moved into the ‘culture evangelist’ role travelling and delivering presentations around the world about organisational culture and customer service.

 

James Frost photo.jpgNectar of the gods (of loyalty)

Meanwhile, Frost (left) of Nectar will have a good story to tell about 10 years of loyalty and beyond, sharing lessons from the first decade of Nectar, the UK’s most popular loyalty program. He’ll explain how loyalty is evolving beyond transactions and how customer data can take us back to the future.

Frost joined Nectar in 2010 from Unilever where his most recent role was European brand director for Persil, the premium laundry detergent. As marketing director, he is responsible for all Nectar brand activity overseeing customer marketing, partnership marketing, the Nectar website, public relations and strategic planning. Since joining he has seen Nectar membership rise to record levels, with 19 million individual cardholders.

Those 19 million collectors earn Nectar points when shopping for groceries, doing DIY, booking a holiday, paying bills, buying petrol and even getting their car serviced. They earn points every time they shop online via nectar.com at over 500 leading online retailers including Sainsbury’s and BP. The company has given back £2billion of rewards to collectors, including money off shopping, travel, days out and cinema tickets, even swimming lessons for kids. Nectar was awarded the best card-based loyalty program at the 2012 Loyalty Awards for Europe and the Middle East.

Roxanne Salton (Large) - 2.jpgWatch your (mobile) wallets

Mobile wallet usage is taking off in New Zealand and Telecom NZ’s Salton will discuss how mobile wallets are about more than just payments — they can bring mobile marketing to life.  She will talk about they will influence and enhance consumer buying experiences and behaviours, explaining how mobile wallets can provide organisations with a way to engage with consumers in a consistent and cost-efficient way.

As head of mPayments and mCommerce for Telecom NZ’s newly formed growth and innovation group called Digital Ventures, Roxanne focuses on identifying and developing emerging commerce and payment opportunities in the mobile space.

She is actively involved in laying the foundations for the introduction of near field communication (NFC) in NZ via the Trusted Service Manager (TSM) joint venture in collaboration with Vodafone, 2Degrees and Paymark. She is also leading the mobile wallet trial with Auckland Transport, Westpac Bank, Paymark, Thales and Gemalto.

Take a customer journey

Those who want to know more about making a great customer experience journey won’t want to miss Henderson, who will talk about the future of the empowered customer, the latest in customer experience trends and engaging with customers across the key touch-points to make marketing feel like a service.

Henderson leads product strategy within IBM’s Enterprise Marketing Management Group with his team responsible for market analysis, customer insight and industry marketing functions. Henderson has extensive experience in product marketing, product management and corporate marketing roles at companies such as Unica, SPSS, NetGenesis and Clear Forest.  He also holds a Bachelor of Science in Management Sciences from MIT’s Sloan School of Management and a degree from the Sorbonne (Université de Paris IV).

BBC Worldwide VP of Social: topic announced

These four international speakers join Vincent Sider, VP of Social- BBC Worldwide (UK) and P&L Owner, TopGear (announced last week as a keynote speaker), whose presentation topic will be TopGear in Social: Security to guarantee ROI.

Sider will discuss return on investment in the following context: managing and guaranteeing security on TopGear profiles to protect ROI, the world-first partnership between Twitter and BBC America, and cross-media opportunities.

Fifteen international and local speakers will share their tips for delivering great customer experiences that compel people to return again and again to brands. Engage’s goal is to help marketers gain practical tips they can apply to their work.

View the speaker program at www.adma.com.au/engage and register here.