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What Does 2019 Have in Store for Social Media and CX?
It’s time to prepare for the growth of digital and social in customer care in 2019.
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Social Media Roundup: A Bomb Cyclone of Updates
The major social media platforms have been churning out a cyclone of updates. Here are some of the most relevant changes for brands engaging in social customer care.
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What’s All the Buzz About?
Our appetite for a "jolt" is part of our history. We used our social media monitoring tools to learn more about the current energy drink market.
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Summertime Social Media Roundup
While summer is a time to sit back and unwind, Twitter and Instagram have been hard at work introducing fresh new features.
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7 Steps for Managing Adverse Events in Social Media
Any time a pharma organization engages in social media monitoring, they have to be prepared to uncover potential adverse events. Here are 7 best practices for managing this process.
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Top 3 Emerging Social Media Trends Impacting Contact Centers in 2017
A look at the social media trends that are changing the ways contact centers interacting with customers.
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WeChat as IT Support Channel for Pharma in China
Jackie Gong highlights how pharma companies in China are using WeChat as an IT contact center support channel.
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Social Media Roundup: New Enhancements for Engagement
A look at recent customer service related enhancements to Twitter and Facebook, and a study legitimizing the use of Twitter for customer care.
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Integrate Social Media into Your Customer Care Service Model
Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.
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Digital Strategies for a Proactive Omni-Channel Contact Center
At CBI’s Bio/Pharma Contact Centers conference, we presented on how social media and digital health can help turn a contact center from re-active to pro-active.
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