Social Media has been a hot topic for the last few years, as sites like Twitter and Facebook gained millions of fans and changed the way we use the internet. Early in this trend, forward looking businesses experimented in these new channels, working to understand how they could best be used to drive business value. In 2011, the results of those experiments led many companies and start-ups to a more mature and business-focused view of social media - using analytics and new forms of customer experience to drive measurable outcomes. This session will look at social media trends as they are today and describe new ways of approaching social media, using examples and best practices from several industries. We will show how social can radically change the ways in which you interact with customers, and the technologies and approaches that make that possible.
by Alexander Fritsch
Alexander Fritsch is a senior principal (expert partner) with Accenture leading the Enterprise Analytics Team for the DACH region. He has more than 16 years experience in Analytics focusing primarily on Customer, Marketing and Sales across industries. Prior to Accenture Alexander Fritsch worked for CFI Group, an international management consultancy in the field of behavioral modeling and customer loyalty management. He holds a Masters of International Economics and Business Administration from the University of Lund, Sweden.
Introduction Session: Focus on analytics und leverage of Social Media:
Social Media enables direct contact to customers for many organizations that did not have that opportunity before. They also add another channel for all others increasing complexity to the already large number of channels to manage. The radical change that comes out of this forces organizations not only to adopt to new tools but also to learn new techniques in order to cope with the information flow. Mainly three types of information needs to be considered; monitoring buzz and sentiment, listening to derive customer preferences for further product/service development and engaging into the conversations to drive specific outcomes. This session will focus on the analytical aspects of managing, reporting, analyzing and using social media data.
22nd–24th February 2012