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Conference Presentation

Transforming the Voice of Customer through Social Listening

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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.

Presented By:

Doug Pluta

Project Manager, Cisco Systems

Publish Date: October 21, 2014

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