All you need to know about Social Media & Customer Insight… To be Dangerous
Thursday October 27, 2011 2:00PM EST/ 11:00AM PST T

Everyone knows social media is exploding, that you should be listening, that organizations need to engage in a continuous mode of relationship building with their customers. This webinar discusses how to turn social media from an entry on a list of tactical activities into a valuable source of customer insight. Join David Marko, Senior VP of Professional Services for Clarabridge, and Chris Zinner, Director of Social CRM for Accenture as they describe their experiences in applying social media to transform customer experience management (CEM) programs. This webinar will discuss where and how social media fits into CEM, the challenges and best solutions for mining social media data, and the added ROI gained from including social media in your operations across your organization.

What Attendees will learn:
  • How to develop a framework for proactive customer driven actions
  • Discerning the best insights from the aggregate of the social media universe
  • How top companies across a variety of industries use Social Media
  • Tips and tricks to making social media work across your organization


Who should attend:
  • Customer experience teams
  • Social media analysts or professionals who leverage social media for customer satisfaction and loyalty
  • Organizations charged with utilizing social media to acquire new customers, retain current customers or to innovate and collaborate with them
  • Marketing or other professionals responsible for tracking loyalty and satisfaction rates
  • Researchers and analysts responsible for voice of the customer projects

Presenters:
David Marko
Senior Vice President, Professional Services Clarabridge, Inc.

David is a seasoned executive who developed Clarabridge's world class Professional Service Organization. He holds the unofficial title of Customer Experience Officer at Clarabridge, as he practices what we preach by continually listening and acting as our clients' advocate in our product development, implementation and engineering processes. David’s professional focus has spanned Large Scale System Development efforts, Global Implementation Strategies, Customer Experience Management Initiatives, Voice of the Customer Implementation, BPR/Change Management, Contact Center Optimization, and overall Service Excellence.
 
Chris Zinner
Director of Social CRM

David is a seasoned executive who developed Clarabridge's world class Professional Service Organization. He holds the unofficial title of Customer Experience Officer at Clarabridge, as he practices what we preach by continually listening and acting as our clients' advocate in our product development, implementation and engineering processes. David’s professional focus has spanned Large Scale System Development efforts, Global Implementation Strategies, Customer Experience Management Initiatives, Voice of the Customer Implementation, BPR/Change Management, Contact Center Optimization, and overall Service Excellence.


Juliana Kenny
Juliana Kenny Web Editor TMCnet

Juliana Kenny is a Web Editor for TMCnet focusing on customer relationship management as well as call center, VoIP, and telecom-related news. She graduated from the University of Connecticut with a double degree in English and French, and is a member of TMCnet’s video newsroom team covering daily news as well as the ITEXPO conferences on camera. Juliana brings editorial experience from the creative literary magazine industry as well as the beverage and label markets to the editorial team at TMCnet.
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