Listen to the audio: (length 01:00:07)

    or download here (right-click, save as)

How can you keep up with innovation in customer engagement to outpace the competition? Like many companies, you have probably taken steps in the past few years to take part in the new type of two-way communication that now happens online between companies and customers. And you may have put in place technology that monitors and reports back on the channels through which you engage your customers and other constituent groups, such as clients or employees.

So now the challenge becomes: how do you make sure you are making the most of your existing engagement strategies, and keeping up with innovations that can help you do more and be more effective? How do you take your listening and interaction to the next level?

Join us for the first installment of a new monthly program on Social Media Today, where our host, Emily Yellin, and panel of leading customer engagement experts will explore these questions and provide practical advice. Emily will conduct a one-on-one interview with a prominent business leader to share their most valuable insights with you.

About the Panel


Andrew Gillespie

Andrew is responsible for the Voice Sales, Social Media, Email and Office of the President teams in the Worldwide Reservations Office of Four Seasons Hotels and Resorts. These teams work together with corporate teams and hotel/resort partners to deliver the highly personalized service synonymous with the Four Seasons brand around the world. Andrew also manages Four Seasons’ global guest feedback program. Andrew previously worked at Spin Master Ltd., the AIR MILES Reward Program/LoyaltyOne and Lavalife Corp. He
holds a Bachelor of Fine Arts from York University.


Cory Edwards

SCory Edwards is director of social media and corporate reputation at Dell leading a team that is responsible for helping Dell, its business units, regions and product & events teams productively use social media. Under his direction, Dell has launched several reputation initiatives that focus on incorporating feedback from the 26,000+ conversations about Dell online each day and building relationships with vocal online customers and influencers. Through Dell’s Community Advisory Panel (CAP Days) program, Cory brings together vocal online customers for an in-person event to give feedback and suggestions to Dell management. Through Dell’s Social Think Tank program, Cory brings together leaders from various industries to collaborate around how that industry can work together to create better outcomes for interested stakeholders.


Maura Sullivan

Maura was born and raised in the SF Bay Area. She received a BA in Anthropology from Sonoma State University. While trying to break into the museum world in San Francisco she stumbled across in September of 2003. She started out answering phone calls in the 20 person Customer Loyalty Team and as the company grew she stepped into a leadership role and helped to grow the team to over 600 team members. She is extremely fortunate and appreciative of the journey that Zappos has allowed her to take and looks forward to sharing the Zappos customer service story with all of you.

Emily Yellin, Moderator

Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercom, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism, and is on the advisory board for Emily was a longtime contributor to The New York Times, and has written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She has lived in New York City, Chicago, Los Angeles, and London, but is currently based in Memphis. Website: Twitter: @eyellin