Redefining social CX: Drive growth and foster loyalty at every touchpoint

As per research by Global WebIndex, more than 61 percent of the global population is actively engaged on social media platforms. The landscape for customer interactions has significantly shifted. This dynamic environment presents an unparalleled opportunity for organizations to differentiate themselves through superior social customer experiences. The journey to mastering social CX is fraught with challenges, from disjointed tools to fragmented teams. Nevertheless, by aligning social media efforts with customer service functions, brands can unlock unprecedented growth and foster unwavering loyalty.

In this insightful webinar featuring Sebastien De Cock, AVP, Solutions Consulting for Sprinklr, we will delve into the immense business potential that lies in transforming every interaction into a competitive advantage. Through real-world examples and actionable insights, we'll equip the audience with the tools necessary to elevate their social CX strategy and drive sustainable growth and loyalty.

Key Takeaways:

• Latest trends: Adapt proactively to evolving social CX landscapes and user behaviors.
• Best practices: Tailor strategies for maximum social engagement across businesses of all sizes.
• Aligning with goals: Exceed brand objectives and foster long-term advocacy through tailored processes.
• AI efficiency: Automate workflows and maintain quality content with AI-driven solutions.
• Brand personality: Understand your customers and foster authentic connections with a unique brand voice in social CX interactions.
• Brand compliance: Consistently maintain industry standard compliance across all social content and engagement.

Who should attend?

• Social media executives interested in leveraging social media for competitive advantage.
• Marketing leaders who wish to align social media efforts with brand objectives.
• Executives and decision-makers keen on understanding the business potential of social CX.
• Customer experience managers responsible for ensuring a seamless customer journey across all touchpoints.

Speaker

Sebastien De Cock
AVP, Solutions Consulting
Sprinklr

Sebastien specializes in Digital and Enterprise Technology for global businesses. Sebastien creates and leads teams that share his passion for “doing things right and fast”. Sebastien focuses on excellence in strategy, analysis, design, and automation of delivery & operations processes.

Deepa Lakshmin
Director of Social Media
Lonely Planet

Deepa Lakshmin is the director of social media at Lonely Planet, where she leads content strategy and programming for an audience of 13 million travelers following @lonelyplanet across channels. She was previously the managing editor of Meta (formerly Facebook) and Instagram's B2B blogs. As a journalist, she’s written for National Geographic, Vox, MTV News, Inverse, and NYLON—plus managed both organic and paid social for The Daily Beast, Atlas Obscura, and Tribeca Film Festival, among others. Through a variety of freelance and in-house roles over the past decade, she’s brought her love of words to many industries—ad agencies! marketing campaigns! tech giants!—and calls New York City home for now, but not forever. Follow her work (and see photos of her cat) on Instagram and Twitter (or, uh, X) at @deepa.

Dennis Wakabayashi
Global Voice of CX
Team Wakabayashi

Dennis Wakabayashi, recognized as the "Global Voice of CX," with an audience of 180,000 CX professionals worldwide, is known for his unique approach to customer experience, which emphasizes social media listening as the starting point. With over three decades of experience, he has successfully guided major brands like McDonald's, FedEx, AT&T, and Wells Fargo in creating more authentic customer experiences at scale. Dennis's pioneering strategy leverages real-time social conversations to inform market positioning to align top of funnel sales and marketing with back office operations. This comprehensive approach accelerates customer acquisition and maximizes lifetime value.

Speakers

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