On Demand Webinar

Transforming the Customer Experience with Social Support

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Happy customers tell three people. Angry customers can Tweet to millions.

In this three-hour Virtual Summit, TSIA will bring together social support experts to discuss many aspects of successfully leveraging social to improve support and the customer experience.


8:00am: Welcome and introductions – John Ragsdale, VP Research, Technology and Social, TSIA
8:10: Introducing TSIA’s Social Engagement Rating – Judith Platz, VP Research, Support Services, TSIA
8:30: Staffing and managing social media support – Tim Lopez, Global Social Media Customer Care Leader, Symantec
8:50: Social media and the customer experience – Yann Ropars, VP, Digital Marketing and Danielle Miller, Customer Success Strategist, Miller Heiman Group
9:10: Social engagement in Education Services – Maria Manning-Chapman, VP Research, Education Services, TSIA
9:30: Angela Wilson, Customer Assurance Business Analysis Manager, Cisco Systems
9:50: The role of communities in customer experience – Joe Cothrel, Chief Community Officer, Lithium Technologies
10:10: Jim Roth, Senior Vice President, Services IT, Dell
10:30: Interactive Q&A, moderated by John Ragsdale
11:00am: End

Today’s support organizations are challenged to meet and exceed expectations from increasingly social customers. With social interactions being read by prospects and even Wall Street, companies that fail this challenge can see impacts as severe as declining revenue and falling share prices.

Join us to hear data, trends, and emerging best practices from TSIA, as well as social-savvy members and ecosystem partners. And, be among the first to get an introduction to TSIA’s new Social Engagement Rating.

Presented By:

John Ragsdale

VP Research, Technology and Social, TSIA

Judith Platz

VP Research, Support Services, TSIA

Publish Date: July 13, 2017