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Monday, September 16 • 3:15pm - 4:15pm
The Social Customer Engagement Index: Use & Effectiveness of Social Tools for Customer Service

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During this panel, we wll be teasing some results from the fourth edition of the The Social Customer Engagement Index and discussing social and customer service with thought leaders and two brands in the field. Conducted each year since 2009, this exclusive whitepaper measures the use and effectiveness of social media tools for customer service across a large sample of large and small businesses in 2012, providing analysis of the various ways in which businesses are succeeding, or failing, in integrating modern methods of communication into their service strategies.

avatar for Brent Leary

Brent Leary

Partner, CRM Essentials, LLC
Brent Leary is cofounder and partner of CRM Essentials, a CRM consultancy focused on small and midsize enterprises. In 2009 he coauthored Barack 2.0: Social Media Lessons for Business. He is in the process of writing his next book, The Amazon Effect: How a New Customer Culture is Creating Crazy New Business Opportunities and Killing Companies That Won't Adapt, due out in early 2015. Leary writes regularly for America Express OPEN, CRM magazine... Read More →

avatar for Nick Ayres

Nick Ayres

Global Director, Social Marketing, InterContinental Hotels Group
Nick Ayres is the Global Director of Social Marketing for InterContinental Hotels Group PLC (IHG). In his role, Nick leads the strategic and tactical social marketing plans globally, and is focused on delivering an integrated social strategy to support the company’s business objective of delivering preferred brands.  | | Immediately prior to IHG, Nick spent nearly five years with The Home Depot helping architect the company’s... Read More →
avatar for Dan Gingiss

Dan Gingiss

Head of Digital Customer Experience & Social Care, Discover Financial Services
Dan is the head of Digital Customer Experience and Social Care at Discover Card. In this role, he oversees the design and development of the company’s flagship website, Discover.com; leads the company’s social media servicing strategy; and is responsible for the customer experience and Voice of the Customer across web and mobile. | | A passionate proponent of amazing customer experiences and outstanding customer service (and a... Read More →
avatar for Tim Porterfield

Tim Porterfield

Director, Marketing Programs, SAP
13-year marketing professional and a new social media enthusiast who has been with SAP since 2008. | | Other passions: Family (Lisa and daughter Kate) and music: www.keltickudzu.com

Audience Moderator
avatar for Desiree Scales

Desiree Scales

CEO, Bella Web Design, Inc.
Desiree Scales brings extensive expertise in web design, branding, Internet-based marketing and social media marketing to customer projects. With a background as a web designer for a major U.S. corporation, Delta Air Lines, Desiree delivers sound advice and outstanding solutions for Bella Web Design business customers. Her expertise and experience has evolved into a passion to educate people on Internet technologies that foster success. She... Read More →

Monday September 16, 2013 3:15pm - 4:15pm
  • Hashtag #ssutscei

Attendees (31)