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Who owns Social Customer Service? - From Politics to Collaboration

The early phases of social customer service within an organisation often involve a shift of ownership. Typically, this begins in corporate communications or marketing and ends up in customer service or a combined team. 

Unfortunately many organisations waste too much time stuck at this evolutionary point. They are unable to resolve apparently conflicting agendas or develop a scalable model that serves both brand and customer interests.

In this webinar we will explore the key issues that need debate and resolution.

· Why the ownership issue exists and the problems of not addressing it successfully

· Understanding functional perspectives. What Marketing thinks and what Customer Service thinks

· The choices in operating models going forward. The pros and cons

· Developing a shared vision based on win-win outcomes

When: Wednesday March 25th 10:30 - 11:30am GMT 
Panelists include: 

mhw7b Martin Hill-Wilson 
Customer Service, Customer Experience & Digital Business  Strategist -Author,  Keynote Speaker & Blogger

 

 julian-1
Julian Johns
VP,EMEA Conversocial

 

Register now: