Social media leaders will discuss expert insights from top cases at the CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas.
Panelists include, Amy O'Brien, Senior Analyst, Social Media at American
Airlines, Annette Hernandez, Specialist, Social Media Customer Service
at American Airlines, and Eric Swayne, Director of Insights at Golin
Harris. Discussions will focus on social media's best cases and
strategies in customer service, loyalty and lead generation.
As key supporters of the social media team at American Airlines, O'Brien and Hernandez identify and ultimately shape company-wide business decisions with insights from customer service, community and influencer touch points. Hernandez leads the Social Customer Service team, where she oversees all aspects of customer interactions on social media channels and contributes to brand initiatives that adhere to brand tone and personality. O'Brien manages social media reporting and analysis, and has developed methods for sharing social customer data and performance insights broadly across the company. Both played a key role in the management and analysis of American's social customer service growth; where the hours of operation recently expanded to a 24/7 schedule to better assist customers.
Swayne is Director of Insights at GolinHarris, a published author in marketing and business, award-winning front-end developer and guest blogger for AdAge. He provides strategic thinking in all forms of digital media, as well as frameworks that leverage these channels to gain deeper insight from and relationship with consumers and has worked with clients, such as Dr. Pepper Snapple Group, Sam's Club, Walmart, Best Buy, HP, Bank of America, H-E-B, SuperValu, Bicycle Playing Cards, Famous Footwear, Texas Instruments, American Airlines and the U.S. Treasury.
Keynote speaker Mike Lewis, Chairman and Author of "Social Media Leadership: How to Get off the Bench and into the Game," will kick off the event, followed by Dennis Stoutenburgh Co-Founder and Senior Executive of Social Strategy1, and Steve Ennen President of Centris Marketing Science, who will lead discussions about best practices in customer experience management for a variety of business industries.
The CXMSUMMIT is complimentary, but space is limited. Register at www.cxmsummit.com.
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