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Coffee Break with Game-Changers, presented by SAP

Coffee Break with Game-Changers, presented by SAP

Wednesday at 8 AM Pacific/11 AM Eastern

January 29th 2014:Social Customer Engagement: How Does Your Company Score?

The buzz: Social. Have your company’s social engagement tools and practices evolved to meet the demands of today’s digitally-empowered, brand-controlling customers – or are you stalled, stumbling, or just plain failing? If the latter, wake up right now! The world of customer service has changed, with your audience tipping the balance of power in their favor. They expect you to welcome and serve them with speed, accuracy, respect, and grace – on all of the channels they choose. Need help? The experts speak. Brent Leary, CRM Essentials: “Speed of engagement will play an increasingly important

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Featured Guests

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Brent Leary

Brent 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. Clients include Microsoft, IBM, Oracle, Intuit, SAP and other major technology companies. In 2009 he co-authored Barack 2.0: Social Media Lessons for Small Business. Brent is the author of The Amazon Effect: How a New Customer Culture is Creating Crazy New Business Opportunities and Killing Companies That Won’t Adapt. Recognized by InsideCRM as one of the 25 most influential industry leaders, Brent serves on the national board of the CRM Associatio
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Dan Gingiss

Dan Gingiss is the head of Digital Customer Experience and Social Media at Discover. In this role, Dan 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. Dan holds a B.A. in psychology and communications from the University of Pennsylvania, and a Master of Business Administration in Marketing and Operations from the Kellogg School of Management at Northwestern University.
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Kai Petzelt

Kai Petzelt is Senior Director of product marketing at SAP, responsible for the creation and communication of messaging and positioning for the CRM solutions portfolio for the Customer Service line of business. Kai has accumulated 20 years of experience in marketing, strategy and business management positions across high-tech, chemicals and life sciences in multinational corporations across Europe and North America. Kai is a frequent speaker at industry events and webinars and blogs regularly about all things related to customer engagement. A native of Germany, Kai is now a Silicon Valley transplant.
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https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap 21/11/2018 08:00 21/11/2018 09:00 Coffee Break with Game-Changers, presented by SAP https://www.voiceamerica.com/show/1981/coffee-break-with-game-changers-presented-by-sap The buzz: Social. Have your company’s social engagement tools and practices evolved to meet the demands of today’s digitally-empowered, brand-controlling customers – or are you stalled, stumbling, or just plain failing? If the latter, wake up right now! The world of customer service has changed, with your audience tipping the balance of power in their favor. They expect you to welcome and serve them with speed, accuracy, respect, and grace – on all of the channels they choose. Need help? The experts speak. Brent Leary, CRM Essentials: “Speed of engagement will play an increasingly important role in creating great customer service experiences.” Dan Gingiss, Discover: “First focus on a superior product or service. Then focus on outstanding customer service. Once you have both, doing customer service well in social media is a breeze." Kai Petzelt, SAP: “We live in a world of digital Darwinism” (Brian Solis). Join us for Social Customer Engagement: How Does Your Company Score? VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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