Shaping the Future of Customer Engagement - Masterclass

A practical deep-dive masterclass into the future of customer engagement. Don’t miss this opportunity to workshop with Kirsty Traill, VP of Customer at Hootsuite.

Kirsty Traill has an impressive track record, with a career that includes senior roles at Hootsuite, Snapfish and HP across three continents.

Spending her early career in business development and marketing, Kirsty moved customer-side in 2012 and has never looked back. Managing multi-million dollar budgets and distributed teams that span all corners of the world, there isn’t much Kirsty doesn’t know about optimising business operations and delivering a customer experience that delights.

For the last four years, Kirsty has been working as VP of Customer at Hootsuite, one of world’s leading SaaS companies. With more than 18 million users in over 175 countries, she is responsible for managing a global multi-channel team of 120+ who are empowered to delight Hootsuite’s customers 24 hours a day, 7 days a week in six languages.

“With the advent of technology such as social media, the power has shifted away from brands and into the hands of customers. Customer Engagement is becoming critically important to business success, and it’s going to dynamically change over the next few years – which is really exciting.”

New technologies and new behaviours are tightening the bonds between brands and consumers. Support and marketing are converging, particularly in the case of social media. Chatbots, automation, machine learning and AI are set to make a huge impact in this space. From building stronger connections with customer communities, to the need for hyper-personalisation in social advertising, there are seismic shifts headed our way in the next five years.

This exclusive three-hour masterclass (limited to 30 places) will to help you build the future capabilities you need to win with customers, focusing on case studies and best practices, and exploring customer engagement trends and techniques. Attendees will have the opportunity to work through their own in-house client /customer challenges in small groups and there will be time for interactive Q&A, dialogue & discussion.