An introduction to BrightCultures - Digital Transformation Consultancy

1. @BrightCultures
BrightCulturesDigital Transformation Consultancy

2. @BrightCultures
About us
• 15 years combined experience of digital
consultancy
• Directors at BrightCultures and Associates at
NixonMcInnes
• Specialists in Financial Services
• Wide experience of social media strategy design
and implementation
• Focus on people, leadership and culture
• Facilitative approach, using art of hosting
techniques

3. @BrightCultures
Some of the organisations we’ve worked with

4. @BrightCultures
Barclaycard
Working with the PR team, Danielle designed and
implemented their social media servicing solution. At
the time (early 2010), this was the first social media
servicing account in the UK and from a compliance
point of view, very much untested. Danielle worked
with their risk and compliance team, as well as the
FSA directly, to help them navigate this.
“Danielle is a very in-depth and knowledgeable
thinker. Ideas are constantly flowing when Danielle
is involved in a project or piece of work and she
can always be relied upon to deliver superb
results. I have worked very closely on the social
media project with Danielle for Barclaycard and
now continue to work closely with her on a larger
Barclays group objective for social media. The
customer, transparency & accuracy are always at
the forefront of every idea or process delivered by
Danielle, and I have great confidence in any
advice she provides. I have worked as a first point
of contact for Barclaycard's entire social media
strategy and would not have been anywhere as
successful if Danielle had not provided her expert
guidance. Being able to work within strict FSA
guidelines in a creative space has proved
challenging, however, Danielle has overcome
each hurdle with ease without allowing her
creative ideas to diminish. Danielle has been a
real pleasure to work along side and I hope this
continues into the future. Danielle never runs out
of ideas and I'm excited to see what she will bring
next.”
Richard Atkinson: Vice President - Digital
Experience & Content, Barclaycard

5. @BrightCultures
Barclays
• With the success of the @barclaycard account, Barclays asked us to set up a servicing account on
@barclaysonline. Again, we were involved in coordinating across various teams to create an end-to-
end servicing process for social media. As part of this work we created social media guidelines for staff
engagement, social media training materials and a social media risk framework.
• More recently we have been working to help Barclays develop their business case for internal social
media, working with an internal working group to create pilot initiatives to show the value of
collaboration within the business

6. @BrightCultures
RBS
• RBS needed help to audit and improve their
social customer servicing, exploring what social
servicing could look like for the business.
• As part of this work we reviewed current RBS
servicing, making best practice
recommendations and benchmarking them
against industry and other social media leaders.
• We worked with their social media servicing
team to help them build these recommendations
into their day-to-day work and with the digital
team to help them broaden their innovation
approach to incorporate social servicing.

7. @BrightCultures
O2
• We designed and ran an interactive crisis
simulation to minimise the risks to the company
of a crisis erupting on social, clarify internal
processes around social media, underpin a new
strategy for managing crises
• Afterwards, it won industry plaudits during a
network outage within a month of go live

8. @BrightCultures
UK credit card provider
Over the last year we have been working to help them define and implement a social media strategy. Having
delivered the strategy, we created all of the supporting materials to ensure a safe, compliant launch,
including a risk framework for social, a crisis assessment and management model and social media
guidelines. We also helped them design a social media servicing solution that launched in early February
2015, including creating process flows, engagement and affinity guidelines and training materials.
“The partnership with Danielle
and Caz and our team on our
social strategy has been
fantastic. Matching Danielle and
Caz with our internal delivery
team and our leadership has
really worked for us. I love the
way they work, and they have
helped us deliver some great
things, so thank you.”
Gary Jenkins: Vice President
– Comms

9. @BrightCultures
Other Financial Services related
initiatives
• Facilitated Facilitated
the Finance Innovation Lab’s team away day to
support the creation of it’s future, it’s purpose and
values.
• Danielle presented at the Financial Services Social
Media conference (2013) jointly with Barclaycard
• Written many articles on financial services social
media and culture, in particular on
social media risk, conduct risk and leadership
• Hosted a financial services social media
conference (Social in the City) and other regular
financial services roundtable events with attendees
from Bank of England, Santander, HSBC, Visa,
Lloyds and the ICAEW, among others
• Danielle published a whitepaper on social customer
service and Caz published a whitepaper on resilient
leadership and innovation
• Designed and led a workshop on leadership in
digital businesses for PR Week (November 2014)

10. @BrightCultures
Other projects
Aside from these FS clients Danielle and Caz have
also worked with many other types of
organisation, including:
• Channel 4: Social media rationalization and channel
brand strategy
• BBC: Social channel strategy
• Capita: Social media servicing outsource design for a
large telecoms client
• Foreign and Commonwealth Office: Social media
strategy and training
• Food Standards Agency: Social media awareness
training
• Melcrum: Collaboration workshop
• Pegasus PR: Purpose and values workshop
• BBC News: Digital channel strategy
• Direct Line: Social media strategy design

11. @BrightCultures
@daniellesheerin / danielle@brightcultures.com
@cazyetman / caz@brightcultures.com
Thanks!