Structuring a unified customer experience

The management of social channels is evolving at a mind-numbing pace. Customer expectations, network features, and, as a result, business responsibilities have grown, creating pressure on different teams responsible for handling social channels. One of these hurdles preventing brands from excelling in this new reality are the silos separating marketing and service teams.

In this webinar, learn from guest speaker and industry expert, Erna Alfred Liousas, Forrester Analyst, as she discusses a report she co-authored, Use Social To Bridge The Gap Between Marketing And Customer Service and explains why brands should unify marketing and care and how it can be done through social media. In the second part of the webinar, hear Spike Jones, Spredfast’s VP of Strategy share how some brands are using social to drive brand affinity and improve the overall customer experience.

Topics covered include:

  • What's wrong with the customer experience today.
  • Structuring a unified customer experience.
  • How to break down the silos with technology.
  • Brands that have successfully united marketing and care.

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