SXSW 2019 Modern Customer Care: The intersection of customer experience and brand communications [VIDEO]

At a time when a wrongheaded response to a customer’s social post can go viral and sink a brand’s reputation, marketers must understand the vital role of social customer care. While many companies provide customer service via social media, most manage it like the call centers of old and focus on minimizing cost through efficiency – all while ignoring the perils of the poor customer experience that results.

Innovative companies create great customer experiences because they understand that customer experience is public relations. After all, the traditional goals of PR – earning positive attention, spurring customers to action – are also (or at least should be) the primary objectives of a modern customer care operation. In this panel, you’ll learn how to align internal teams, external partners, and advanced technology to deliver Modern Customer Care.

Speakers:

Brian Snyder, Golin

Elizabeth Closmore, Sprinklr