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In this webinar we preview results from the fourth edition of the The Social Customer Engagement Index, sponsored by SAP, an exclusive whitepaper being released later this year. In late 2013, we surveyed our audience on the use and effectiveness of social media tools for customer service. Results show that as companies gain more experience and further integrate social into service processes and teams - and align social service strategies more closely with the organization’s overall customer engagement strategy – they are seeing more positive impact from their efforts. Additionally, a greater number of service interactions are taking place over social channels.  But even as the percentage of social service interactions increases, it still lags far behind traditional service channels like email and the phone.

Hear from representatives from Discover, T-Mobile, and Nissan as they analyze the results and discuss how companies are succeeding or failing in integrating modern communication into their service strategies.

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About the Panel:

ImageDan Gingiss is the head of Digital Customer Experience and Social Media at Discover. In this role, he oversees the design and development of the company’s flagship website, Discover.com; manages the customer experience and VOC across all digital channels; and leads the company’s social media strategy and execution. Previously, he held Director roles in Rewards, Cardmember Acquisition, Products & Benefits, and Diners Club International. @dgingiss

 ImageKrissy Espindola leads T-Mobile USA's Knowledge Management and Social Customer Support efforts.  Her team manages all internal and customer-facing knowledge bases, leads T-Mobile’s online support chat strategy, and engages consumers on T-Mobile’s branded social media channels by answering questions, solving problems, and building relationships. @KrissyEspindola

ImageRob Robinson is a senior social media specialist for Nissan North America. He helps to define the strategic direction for and supervises the tactical execution of social media programs that support Nissan’s corporate and brand marketing communications. He oversees the company's pages and profiles on Facebook, Twitter, Google+, Pinterest and Instagram. Rob has more than fifteen years of experience in public relations, strategic communications and digital media. @robrobinson


ImageBrent Leary is a crm industry analyst, advisor, author, speaker and award winning blogger. He is co-founder and Partner of CRM Essentials LLC, an Atlanta based CRM advisory firm covering tools and strategies for improving business relationships. In 2009 he co-authored Barack 2.0: Social Media Lessons for Small Business. Recognized by InsideCRM as one of the 25 most influential industry leaders, Leary also is a past recipient of CRM Magazine's Most Influential Leader Award. @bleary