The Social Customer Presents a Live Webcast
January 28, 2010 - 1 PM ET / 10 AM PT
The customer service profession is undergoing a once-in-a-generation transformation, as both the way that customer service professionals do business and the way that customers interact with companies adapt to a newly connected world. So-called "social" technologies have vastly altered both the expectations of customers and the capabilities of corporations.
How, precisely, is the world of customer service changing? And how can the modern corporation successfully navigate these changes? The Social Customer, enabled by our sponsor SAP, presents this live webcast to answer precisely these questions, as well as any that you, our live audience, may have. To get the conversation started, we'll tackle the following issues:
- What expectations do customers have of service in today's world?
- What new models for customer service are being created and how is it impacting the contact center?
- What role should customer service have in social media marketing?
- How should companies handle public online interactions between customers and employees?
- What are the best practices for integrating social media tools with traditional CRM?
- How can developing robust communities create improved customer service?
- What is the ROI on integrating social technologies into support? And how is it measured?
The panel discussion will be moderated by Brent Leary.
The panelist are: Frank Eliason (Comcast), Michael Chui (McKinsey), and Mark Yolton (SAP).
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