·        How has social media catalysed the growth of new, innovative players?

·        Facebook versus other social media channels: what works and what doesn’t?

·        Customer experience strategies to attract new customers on social media

·        Is social media the basis of a futuristic CRM function?

·        What is the importance of on-site user surveys to obtain feedback from customers?

·        How can we develop a real-time satisfaction survey system to optimise the customer experience and improve loyalty?

·        What are the best ways to predict and respond to customer behaviour to maintain profitability across each channel?

·        How can we translate feedback into performance improvement by aligning your business goals with data from your metrics and tests?