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Digital World with Game Changers, Presented by SAP

Digital World with Game Changers, Presented by SAP

Tuesday at 7 AM Pacific/10 AM Eastern

June 23rd 2015:Social Gets Serious: Customer Experience Management Tools

The buzz: Seriously. Social media is the real deal. How? It can help achieve and surpass your customer support goals. Who says? Key findings from a 1000-company research study. Reality? More service interactions are taking place over social channels. Best results: Integrate social media activity with customer engagement strategies. Ready? The experts speak: Brent Leary, CRM Essentials: “We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better” (J. Bezos). Joe Hughes

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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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Joe Hughes

Joe Hughes leads EY's Emerging/Cloud Applications practice, including marketing, sales, service, social, collaboration and search. Joe is a recognized thought leader in the area of social customer relationship management (CRM), search, agent desktop optimization, customer service and product catalogs. An original object oriented and Internet pioneer in CRM, Joe is regularly invited to speak at various CRM conferences and industry forums. Most recently he has blogged on Social Media Today and The Social Customer and is a chapter author in The Social Media Management Handbook, (Wiley, 2011). Joe has been a judge and mentor in Paul Greenberg’s CRM Idol competition for the last few years.
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Reza Soudagar

Reza Soudagar, Senior Director in Customer Engagement and Commerce group at SAP, has more than two decades of experience in business consulting, IT strategy, and the development of customer relationship management (CRM) solutions. He held senior leadership positions at Accenture and Oracle, serving clients in high-tech and communications industries, and was responsible for a number of products in Oracle's CRM suite. He is a co-author of The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers (McGraw Hill, 2011).
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https://www.voiceamerica.com/show/2428/digital-world-with-game-changers-presented-by-sap Digital World with Game Changers, Presented by SAP https://www.voiceamerica.com/show/2428/digital-world-with-game-changers-presented-by-sap The buzz: Seriously. Social media is the real deal. How? It can help achieve and surpass your customer support goals. Who says? Key findings from a 1000-company research study. Reality? More service interactions are taking place over social channels. Best results: Integrate social media activity with customer engagement strategies. Ready? The experts speak: Brent Leary, CRM Essentials: “We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better” (J. Bezos). Joe Hughes, EY: “In any moment of decision, the best thing you can do is the right thing, the next best thing is the wrong thing, and the worst thing you can do is nothing” (T. Roosevelt). Reza Soudagar, SAP: “If you defer investing your time and energy until you see that you need to, chances are it will already be too late” (C. Christensen). Join us for Social Gets Serious: Customer Experience Management Tools. VoiceAmerica | Talk Radio | Online Talk Radio studio@voiceamerica.com false DD/MM/YYYY Add to Calendar
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