| How Twitter and Social Media Will Disrupt Your Customer Service Processes | |
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Tuesday, 15 September 2009
09:15 AM-10:15 AM | |
Speaker: Michael Maoz
Location: Kierland Ballroom 2 & 3
Session Type: Track Session
Tracks: 1, 3, 5 | Job Roles: Business Strategy, Customer Relationship Web Strategies & Web 2.0 Technologies, Customer Service |
 Disruptive technologies and applications such Twitter, Facebook, YouTube and social software are rapidly shifting power to customers. Retention strategies and reputation management will face increasing pressure as the new consumer (or citizen or partner) comes to expect a greater role in collaborating and defining customer service levels and the processes themselves. |
Key Issues:
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- What are the business and technology drivers for pulling the e-customer and social networking communities into your customer service processes?
- How will organizations harness social CRM processes and software to improve customer service?
- Which vendors and best practices support world-class customer service initiatives?
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