Our Advisory Board
To ensure that we continue to live up to the highest standards, we've asked four of our most respected member-bloggers to serve as an advisory board for the site. They were selected for the outstanding quality of their work, their expertise across the spectrum of disciplines that make up our community, and most of all for their commitment to the ideals that drive us: inclusiveness, balance, community and civility.
Watch for original, exclusive posts from our advisory board members. They'll enliven our podcast series, appear in our webinars, and cover events for us as the opportunities arise. And we look to them to be advocates for the community-at-large as well, keeping us focused on our mission as we expand, and making sure we don't forget...
Frank Eliason @frankeliason
www.eliasonfamily.info/blog
Frank Eliason is currently Senior Vice President of Social Media at Citibank. Frank became well known in social media for the Customer Service outreach function that his team at Comcast was involved with. This work has been recognized by many news organizations such as ABC News, New York Times, Business Week, among many others. Taking the simple approach of asking "Can we help" has created new communication channels for Customers and an improved Customer experience. Prior to joining Comcast in 2007 Frank has worked in Customer Service management for Advanta Bank and Vanguard Investments. Connect with Frank here.
Paul Gilliham @bladefrog
lithosphere.lithium.com/
Paul Gilliham is the Director of Customer Marketing with Lithium Technologies and has a decade and a half of online experience working with high tech multinational enterprises. He spends his days working with leading practitioners on their community strategies, and running the Lithium customer community and blogging programs on the Lithosphere. Prior to Lithium, Paul was Senior Manager, Online Strategy, Experience, Community and Social Media for Juniper Networks. Outside of work, Paul is a single digit golfer, avid tea drinker and has way too many guitars. Connect with Paul here.
John Hernandez
John Hernandez is a Vice President and General Manager in Cisco's Enterprise, Commercial and Small Business Division. Mr. Hernandez, published author and creator of Cisco's Customer Collaboration strategy, manages the research and development of customer collaboration solutions that Cisco takes into the customer care marketplace. His vision combines traditional contact center technology with key additions in social media, network-based multimedia recording, web 2.0 agent workspaces and video to enable businesses and organizations to forge deeper, proactive relationships with their customers. Additionally, Mr. Hernandez is closely involved in the go to market activities with the Cisco salesforce and partners. Connect with John here.
Esteban Kolsky @ekolsky
www.estebankolsky.com
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-thank focused on Customer Strategies. He has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he wrote on the social networking topics that led to today's revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM. Connect with Esteban here.
Brent Leary @BrentLeary
brentleary.com
Brent Leary is Co-founder and Partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. CRM Essentials has trained thousands of business people on the benefits and best practices of implementing CRM strategies and technologies. CRM Essentials also works with corporate enterprises and government agencies to build programs aimed at informing minority and women owned business of the importance of understanding the positive impact of CRM. Their client list includes Microsoft, Salesforce.com and the State of Georgia. Using the term community relationship management as the "other CRM", CRM Essentials is the creator of the CRM2 Index, a quarterly survey of women and minority owned businesses gauging CRM awareness and adoption. Connect with Brent here.
Emily Yellin @eyellin
www.emilyyellin.com
Emily Yellin is a journalist and the author of Your Call Is (Not That) Important to Us (Free Press 2010/updated paperback). She was a longtime contributor to The New York Times, and has also written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. Emily visited call centers in four continents when researching her book, and regularly speaks at industry conferences and in the news media about customer service. Emily has a degree in English literature from the University of Wisconsin - Madison and a master's degree in journalism from Northwestern University. She has lived in New York City, Chicago, Los Angeles, and London, but currently lives in Memphis. Connect with Emily here.
About Social Media Today
Becky Carroll is the President and Founder of Petra Consulting Group focused on WOW customer experiences. More »
John Hernandez is a Vice President and General Manager in Cisco's Enterprise, Commercial and Small Business Division. More »
Jesus Hoyos Jesús Hoyos is a CRM industry analyst, advisor, speaker, influencer and blogger for the Latin American region. More »
Esteban Kolsky is the Principal and Founder of ThinkJar, an advisory and research think-tank focused on Customer Strategies. More »
Brent Leary is Co-founder & Partner of CRM Essentials LLC, a CRM consulting/advisory firm focused on small and mid-size enterprises. More »
Alyson Stone is Manager of Customer Programs and Publications for Assistly. More »
Emily Yellin is an author, journalist, and contributor to the NY Times. More »
“Of course, François, you shaped hard the reality. In fact as everybody uses "social" in anything that matters, increasing attention, audience and fashion, the goals are really different between "powering corps with social and 2.0 tools - collaboratives, wikis, blogs...-" that use "social" as a resource and meaning. And the "social business" that doesn't necessary use "social resources" but work ...”
“Indeed we are facing some big changes inside our world wide travel industry since the heavy use of social media. Things are reshaping and improving every year, you get more options for your traveling adventures, you get more speed and comfort, you can actually maximize a wonderful experience just by using the internet. It took me seconds to book one of the hotels near Denver airport and I didn't ...”