When someone talks about your company or products via social media (Twitter (News - Alert), social communities, Web forums or blog posts), do your customer service agents know? When your customers have a specific product challenge, are they able to learn from other customers in your community?

• Leveraging social media data in concert with enterprise data – even massive amounts of unstructured data – giving agents, executives, as well as sales and marketing, complete customer views
• How leading companies are using customer information hubs to drive strategic and tactical value
• Ensuring your customers feel known, regardless of their interaction channel

Using multi-channel text analytics to make sense of the mass of data from all sources – discovering previously hidden themes and key information relationships, regardless of the channel – Twitter, Blogs, Communities, CRM, ERP, Knowledge Basses and more

Join industry experts Esteban Kolsky, former Gartner (News - Alert) analyst and principal of ThinkJar and Louis Têtu, CEO and chairman of Coveo, as they share ideas and insights on how your CSRs can understand what your customers are saying about your company and products on Twitter, along with a consolidated view of all of their interactions with your company, from order history to past product support cases, to details on product defects.