The CIO—long seen as the source of technology and supporting enterprise tools—is being tasked to provide secure and controlled access to social channels in use by the company’s customers, linking social customer service agents with customers, and ensuring that compliance officers and data analysts have what they need to measure the impact of social media on the business.
Clearly, savvy CIOs need to come up to speed quickly on social technology as it relates to business. This means having a response policy for customers who expect contemporary brands to engage with them on the channels of their choosing. It also means protecting the firm from attack via these channels, and from errant statements by otherwise well-meaning employees when responding on public and social channels.
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Managing social customer experience means deploying a well-defined, strategically-based technology platform that is both under the control of the firm, and accessible and acceptable for use by customers as a place to interact with each other and with the company.
Executive dashboards—a longstanding province of the CIO—must reflect what is happening, what is being learned, which SLAs around interactions are being met or missed, and all in real-time.
Learn more, including what’s next for CIOs, in this report.
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