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Cisco Systems Technical Services organization is transforming support operations through social media listening programs. The power of big data is used to analyze unsolicited customer feedback through social channels regarding Cisco products and customer support tools and procedures. This session describes how Cisco Services achieves results using social sentiment listening, analysis, and reporting to transform the support experience to ensure customer success. The availability of social media listening and analysis tools helps Cisco Services determine how well their customer support organizations are performing from a social sentiment standpoint. Social media listening is not only a customer-facing activity, but also a critical internal initiative that drives action and improvements by listening to what customers truly want from their service experience.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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