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.Agenda8:00am: Welcome and introductions – John Ragsdale, VP Research, Technology and Social, TSIA8:10: Introducing TSIA’s Social Engagement Rating – Judith Platz, VP Research, Support Services, TSIA8:30: Staffing and managing social media support – Tim Lopez, Global Social Media Customer Care Leader, Symantec8:50: Social media and the customer experience – Yann Ropars, VP, Digital Marketing and Danielle Miller, Customer Success Strategist, Miller Heiman Group9:10: Social engagement in Education Services – Maria Manning-Chapman, VP Research, Education Services, TSIA9:30: Angela Wilson, Customer Assurance Business Analysis Manager, Cisco Systems9:50: The role of communities in customer experience – Joe Cothrel, Chief Community Officer, Lithium Technologies10:10: Jim Roth, Senior Vice President, Services IT, Dell10:30: Interactive Q&A, moderated by John Ragsdale11:00am: EndToday’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.
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