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What Does 2019 Have in Store for Social Media and CX?

Phil Baumann + Hristiyana Ivanova / Aug 26, 2019

It’s time to prepare for the growth of digital and social in customer care in 2019.

Social Media Roundup: A Bomb Cyclone of Updates

Jerry Caulkins / Jan 30, 2018

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.

What’s All the Buzz About?

Dale Conwell / Jan 11, 2018

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.

Summertime Social Media Roundup

Jerry Caulkins / Aug 02, 2017

While summer is a time to sit back and unwind, Twitter and Instagram have been hard at work introducing fresh new features.

7 Steps for Managing Adverse Events in Social Media

Karen Weber / Jul 13, 2017

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.

Top 3 Emerging Social Media Trends Impacting Contact Centers in 2017

John MacDaniel / Mar 17, 2017

A look at the social media trends that are changing the ways contact centers interacting with customers.

WeChat as IT Support Channel for Pharma in China

Wei (Jackie) Gong / Feb 23, 2017

Jackie Gong highlights how pharma companies in China are using WeChat as an IT contact center support channel.

Social Media Roundup: New Enhancements for Engagement

Jerry Caulkins / Jan 12, 2017

A look at recent customer service related enhancements to Twitter and Facebook, and a study legitimizing the use of Twitter for customer care.

Integrate Social Media into Your Customer Care Service Model

Frank Pettinato / Aug 09, 2016

Today’s more advanced social customer care activities require coordination among key stakeholders — namely, marketing, consumer affairs and external brand agencies.

Digital Strategies for a Proactive Omni-Channel Contact Center

Jackie Hoover / Jan 28, 2016

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.