Are You Going to LiNC 2015 Conference?

LiNC features a lineup of leading global brands, top industry analysts, thought-leaders and business visionaries. You will be inspired by the best and brightest in business. There are workshops, certification & social strategy sessions with world-class, subject matter and experts. You can even connect with industry peers to share insights and ideas.

LINC 2015 natalie petouhoff

In terms of certifications there are a number of them. Some are already sold out want so you’ll want to check them out right away. Lithium’s new Moderation Certification was developed using Lithium’s own moderation model. This certification for individual moderators, moderation teams, community managers, and community stakeholders interested in understanding community dynamics and learning best practices to improve the tone, quality, and management of community content. The program covers:

  • Characteristics of an effective moderator and the overarching goals of moderation
  • Public and private community documents, including Terms of Service and Moderator Guidelines
  • Maintaining a positive atmosphere though engagement with users
  • Identifying and interacting with different types of community members
  • Identifying and handling violations using the Five Levels of Moderation.

The Social Response Certification course is designed for social media professionals to advance their skills while developing a roadmap based on their specific business objectives for their implementation of social technology. This new certification is built around the latest Lithium Social Web technology, and it is filled with practical examples showing best-in-class integrations with the entire Lithium platform. Participants will come away with an actionable plan for high-scale, efficient customer engagement and response. Graduates gain the following professional benefits:

Tactical Mastery

  • How to best engage with customers on the social web to build brand advocates
  • What monitoring tools can and cannot accomplish
  • Techniques to improve social agents’ performance
  • An understanding of recent trends in social behaviors

ROI Connection

  • How to optimize ROI for customer care teams; from call deflection to cost per resolution and the value of the solution created
  • Identification and success measurement in the context of those objective

And the conference will start out with some Digital Leaders in Customer Experience

These will be companies like Brooks Running, Comcast, Google & Telstra. You will learn how four radically different brands are embracing digital to exceed customer expectations, create new market opportunities and transform their business. Senior executives from Brooks Running, Comcast, Google and Telstra will share their approach to digital, business outcomes and their aspirations for the future. Join us for these four company vignettes that show how these digital disruptors are achieving success and leading their industries into a new era of customer experience. Here’s who will be presenting… Loree Draude, Google — Monty Hamilton, Telstra — Tom Karinshak, Comcast — Heather Snavely, Brooks Running

The sessions at the conference will cover a wide range of topics including, Strategy, Execution, Results, Developers, Community Management, Social Experts, Mastering Metrics, Gamification, and an Unconference.

I’ll be there attending as an analyst. Hope to see you there!
@drnatalie VP and Principal Analyst Covering Marketing, Sales and Customer Service To Deliver Great Customer Experiences


#AdobeSummit WOWs With a Ton of Announcements

The #AdobeSummit has begun and the news below, for the 6,000 digital marketers and senior leaders from the world’s top brands is being digested, while sharing best practices and networking. As a marketer, there never seems to be enough time to learn everything, but soak it up. It’s all here! And if you are here in person or not… here’s a round-up of what’s happening here:

  • Adobe Pushed Boundaries of Marketing at Summit 2015 – At Summit 2015, Adobe is showcasing a range of innovation across its Adobe Marketing Cloud, including the unveiling of two new Adobe Marketing Cloud Solutions – Primetime and Audience Manager. Press Release
  • Adobe Brings Digital Marketing to Internet of Things (IoT) – Adobe Marketing Cloud extends personalized experiences to physical spaces and machines; New IoT SDK enables brands to measure and analyze engagement across IoT devices. Press Release
  • Adobe Streamlines Mobile Marketing and App Development. – Adobe is unveiling significant enhancements to Adobe Mobile Services, a Core Service across Adobe Marketing Cloud, that include a fully integrated mobile app framework. The new mobile app framework delivers the complete, integrated solution in the industry for developing and managing apps, and is the first to eliminate marketers’ dependence on an array of disjointed point solutions. Press Release
  • Adobe Marketing Cloud Unites Data-driving Marketing and Ad Tech – Adobe is unveiling a new algorithmic engine and advances in Audience Core Services that enables brands to connect massive audience and behavioral data from a broad range of sources, while a new set of algorithms allow them to reach those audiences through Adobe Media Optimizer. Press Release

Joint Partner Announcements:

  • Adobe and IBM Interactive Experience Announce Global Partnership – IBM Interactive Experience will build specialized enterprise consulting capabilities for Adobe Marketing Cloud. Combining the capabilities of Adobe Marketing Cloud with the design, digital and technology expertise of IBM Interactive Experience, enterprises can comprehensively integrate all the touch points of a consumer’s journey. Press Release.
  • Accenture and Adobe Create Innovative, Pay-Per-Use Digital Marketing Service to Drive Greater Marketing ROI – Today Accenture and Adobe expand their alliance with the launch of Accenture Customer Engagement, a cloud-based managed service that simplifies the development, execution and measurement of digital marketing. Accenture Customer Engagement features digital marketing services from Accenture Interactive wrapped seamlessly around Adobe Marketing Cloud solutions. Press Release.

Partner-Issued Adobe Marketing Cloud Announcements:

Adobe Blogs Provide Additional Information on the Latest News from Summit:

If you want all Adobe Summit announcement highlights, videos, images and more, you can go here:

And you can follow the Twitter feed using the hashtag: #AdobeSummit

As you can see Adobe is addressing many of the issues that plague marketers, working to simplify, while giving marketers more control and options. As marketers are called to do more than just “push” messages and rather engage customers, more and more capabilities are required. The future is here, now. Digital Marketing education is not only necessary, it should be a requirement in every university!


VP and Principal Analyst, Covering Marketing, Sales, Digital, Social and Customer Service to Create Amazing Customer Experiences


Social Media, Gamification And Gaming Statistics

Facts on gaming from the ESA… I am looking forward to hearing Mario Herger speak at Enterprise Gaminfication Conference 2/8 in Santa Monica, CA.

Gamers include millions of Americans of all ages and backgrounds. In fact, nearly three-quarters of all American households play games. This vast audience fuels the growth of this multi-billion dollar industry and helps bring jobs to communities across the nation. Below is a list of the top 10 entertainment software industry facts:

  1. Consumers spent $25.1 billion on video games, hardware and accessories in 2010.
  2. Purchases of digital content accounted for 24 percent of game sales in 2010, generating $5.9 billion in revenue.
  3. Seventy-two percent of American households play computer or video games.
  4. The average game player is 37 years old and has been playing games for 12 years.
  5. The average age of the most frequent game purchaser is 41 years old.
  6. Forty-two percent of all game players are women. In fact, women over the age of 18 represent a significantly greater portion of the game-playing population (37 percent) than boys age 17 or younger (13 percent).
  7. In 2011, 29 percent of Americans over the age of 50 play video games, an increase from nine percent in 1999.
  8. Fifty-five percent of gamers play games on their phones or handheld device.
  9. Seventy-six percent of all games sold in 2010 were rated “E” for Everyone, “T” for Teen, or “E10+” for Everyone 10+. For more information on game ratings, please see
  10. Parents are present when games are purchased or rented 91 percent of the time.

Video games are now a mass medium, widely enjoyed on a variety of platforms by a diverse audience. The ESA’s 2011 Essential Facts About the Computer and Video Game Industry show that 72 percent of American households play computer and video games. The research also reveals other interesting demographic facts about today’s gamers and the games they play, including:

  • The average gamer is 37 years old and has been playing for 12 years. Eighty-two percent of gamers are 18 years of age or older.
  • Forty-two percent of all players are women and women over 18 years of age are one of the industry’s fastest growing demographics.
  • Today, adult women represent a greater portion of the game-playing population (37 percent) than boys age 17 or younger (13 percent).
  • Twenty-nine percent of game players are over the age of 50, an increase from nine percent in 1999. This figure is sure to rise in coming years with nursing homes and senior centers across the nation now incorporating video games into their activities.
  • Sixty-five percent of gamers play games with other gamers in person.
  • Fifty-five percent of gamers play games on their phones or handheld device.
  • Ninety-one percent of the time parents are present at the time games are purchased or rented. Ninety-eight percent of parents are confident in the accuracy of the Entertainment Software Rating Board ratings. Seventy-five percent of parents believe that the parental controls available in all new video game consoles are useful.
  • Parents also see several benefits of entertainment software. Sixty-eight percent of parents believe that game play provides mental stimulation or education, 57 percent believe games encourage their family to spend to time together, and 54 percent believe that game play helps their children connect with their friends.

According to data released by The NPD Group, a global market research company, the video game industry posted strong sales in 2010, generating more than $25 billion in revenue. Sales of game software and content, including games made for consoles, portable gaming devices and PCs, as well as digital full game downloads, downloadable content and social games, accounted for approximately $15.9 billion of that total.

The most popular game genre in 2010 was “Action,” which accounted for nearly 22 percent of all games sold. In addition, of the games sold in 2010, approximately 56 percent were rated “Everyone (E)” or “Everyone 10+ (E10+).”

Are you in? Learn, Share, Grow! @drnatalie

New Book on Facebook: Like My Stuff – How to Monetize Your Facebook Fans With Social Commerce & A Facebook Store
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