The Future of Customer Service

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The Future of Customer Service is Here:
Originally Recorded January 28, 1 PM ET / 10 AM PT

The customer service profession is undergoing a once-in-a-generation transformation, as both the way that customer service professionals do business and the way that customers interact with companies adapt to a newly connected world. So-called "social" technologies have vastly altered both the expectations of customers and the capabilities of corporations.

How, precisely, is the world of customer service changing? And how can the modern corporation successfully navigate these changes? The Social Customer, enabled by our sponsor SAP, created this content answer precisely these questions, as well as those that we took from our live audience. We tackled the following issues:

What expectations do customers have of service in today's world?
What new models for customer service are being created and how is it impacting the contact center?
What role should customer service have in social media marketing?
How should companies handle public online interactions between customers and employees?
What are the best practices for integrating social media tools with traditional CRM?
How can developing robust communities create improved customer service?
What is the ROI on integrating social technologies into support? And how is it measured?

Our panel of leading social media experts included:

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 offering tools and strategies for improving business relationships, with a client list including RIM, Sage, Microsoft, Intuit, and Cisco. Recognized by InsideCRM as one of 2007's 25 most influential industry leaders, Leary is also a past recipient of CRM Magazine's Most Influential Leader Award. Leary blogs at http://BrentLeary.com.

Frank Eliason is Senior Director in National Customer Operations at Comcast, working to create the right experience for Comcast customers by operating within various digital media channels to measure, understand and assist them - redefining customer service in the process. Frank has a background in current and former roles in working to use new technologies to assist organizations in improving processes and tools to ensure first contact resolution and improved customer satisfaction.

Michael Chui is a Senior Fellow of the McKinsey Global Institute, where he directs research on the impact of information technologies on business and the economy. He has served clients in the High Tech, Media and Telecom industries on strategy, innovation and product development, IT, sales & marketing, M&A and organization. His research has been cited globally in publications such as Fast Company, The Times, and Les Échos. Michael holds a B.S. in Symbolic Systems from Stanford, as well as a Ph.D. in Computer Science and Cognitive Science and an M.S. in Computer Science from Indiana University.

Mark Yolton is Senior VP of SAP's Community Network, leading SAP's Web 2.0 professional social networking communities oriented around the company's solutions for the benefit of customers, partners and others in the SAP ecosystem. Mark’s team is also responsible for SAP’s Standards Strategy & Open Source activities, which focus on engagement in technology, industry, and open-source standards groups, and the adoption of technology and business standards in SAP’s product portfolio.