|[January 22, 2013]
American Airlines, Golin Harris and Social Strategy1 to Discuss Best Social Media Cases in Customer Experience Management
DALLAS --(Business Wire)--
Social media leaders will discuss expert insights from top cases at the
CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas.
Panelists include, Amy O'Brien, Senior Analyst, Social Media at American
Airlines, Annette Hernandez, Specialist, Social Media Customer Service
at American Airlines, and Eric Swayne, Director of Insights at Golin
Harris. Discussions will focus on social media's best cases and
strategies in customer service, loyalty and lead generation.
As key supporters of the social media team at American Airlines, O'Brien
and Hernandez identify and ultimately shape company-wide business
decisions with insights from customer service, community and influencer
touch points. Hernandez leads the Social Customer Service team, where
she oversees all aspects of customer interactions on social media
channels and contributes to brand initiatives that adhere to brand tone
and personality. O'Brien manages social media reporting and analysis,
and has developed methods for sharing social customer data and
performance insights broadly across the company. Both played a key role
in the management and analysis of American's social customer service
growth; where the hours of operation recently expanded to a 24/7
schedule to better assist customers.
Swayne is Director of Insights at GolinHarris, a published author in
marketing and business, award-winning front-end developer and guest
blogger for AdAge. He provides strategic thinking in all forms of
digital media, as well as frameworks that leverage these channels to
gain deeper insight from and relationship with consumers and has worked
with clients, such as Dr. Pepper Snapple Group, Sam's Club, Walmart,
Best Buy, HP, Bank of America, H-E-B, SuperValu, Bicycle Playing Cards,
Famous Footwear, Texas Instruments (News - Alert), American Airlines and the U.S.
Keynote speaker Mike Lewis, Chairman and Author of "Social Media
Leadership: How to Get off the Bench and into the Game," will kick off
the event, followed by Dennis Stoutenburgh Co-Founder and Senior
Executive of Social Strategy1, and Steve Ennen President of Centris (News - Alert)
Marketing Science, who will lead discussions about best practices in
customer experience management for a variety of business industries.
The CXMSUMMIT is complimentary, but space is limited. Register at www.cxmsummit.com.
and tweet questions using #cxmsummit13.
About Stratus Contact Solutions
Contact Solutions is a tenured multichannel contact center providing
24/7 customer excellence through the form of inbound and outbound
contact center services. Stratus' contact solutions are designed to
improve its client's cost structure and provide professional,
high-touch, US-based outsourced services. For information, visit www.stratuscontactsolutions.com
or follow @stratuscxm.
About Social Strategy1
Strategy1 is a managed services and business intelligence firm
specializing in social media and online
intelligence. Supported by teams of analysts that provide clients
actionable insights for managing online presence and strategy, SS1
serves multiple industries and business functions. For information,
or follow @sstrategy1.
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