Shanee Ben-Zur, Social Media Leader, Dropbox
George F. Colony, CEO, Forrester
Shiv Singh, SVP & Global Head, Digital & Marketing Transformation, VISA
Rob Tarkoff, CEO, Lithium
Geoffrey Moore, Author, Speaker, Advisor
Over the last decade, the proliferation of social media and digital channels has given rise to wholly new businesses and business models. Amazon changed the retail industry; Uber changed the taxi industry; Airbnb transformed vacation rentals; Netflix transformed media. According to Nielsen, 82% of execs say their customers have higher expectations than just three years ago, and over 60% say it is has become increasingly difficult to please them. For customers, social media engagement has gone far beyond marketing—it is indistinguishable from the brands themselves.
It’s game on for businesses to crack the code and develop vibrant, dynamic, customer communities across their chosen channels, with relationships that go both ways. Yet a recent study by Lithium that looked at the social channels and online communities for eight industries and 85 Fortune 1000 companies shows a story of vast under-utilization and missed opportunity.
This thoughtful, future-oriented conversation starts with Lithium CEO Rob Tarkoff, Forrester CEO George F. Colony, and business transformation guru Geoffrey Moore discussing the trend and how companies can build world-class experiences and embrace the next generation of their customers.
They are then joined by leaders of social business transformation who are getting it right, VISA SVP Shiv Singh, Dropbox social media leader Shanee Ben-Zur and one other pending, to discuss lessons learned and what they see for the future, followed by audience Q&A.