CX in the Age of Social Media

Date: Nov 28, 2017 1:00 EST (10:00PST)

Joey Coleman, Founder and Chief Experience Composer, Design Symphony
Eddie McGraw, Director of Marketing & Communications, Lithium


Using social media to deliver great customer service is no longer an option – it’s a must. Twitter reports that customer service interactions on social have jumped 250% in the past two years. Two-thirds of consumers are already using Twitter or Facebook for customer service. By 2020, Gartner predicts that 90% of brands will rely on social media in some capacity to manage their customer service efforts.

Engaging consumers through social customer service is just one touchpoint in the customer journey. How you integrate your social strategy across that journey and create a cohesive customer experience (CX) at every touchpoint to boost engagement and loyalty is equally important.

Join our social media and CX experts as they explain how social customer service can help brands provide winning digital customer experiences. They will discuss how to manage that experience across multiple social touchpoints, leverage evolving social customer service tools to deliver long-term value, and act on real-time customer insights to drive social ROI.

Attend this webinar and learn:

  • Social strategies that drive loyalty and advocacy throughout the customer journey.
  • Social customer service response techniques that meet – and exceed – customer expectations.
  • How global brands use social networks and communities to grow their customer bases.


Joey Coleman, Founder and Chief Experience Composer, Design Symphony
For more than a decade, Joey Coleman has helped organizations retain their best customers and turn them into raving fans. As a keynote speaker, workshop leader and consultant, he helps businesses design creative ways to engage customers — especially in the crucial “First 100 Days” of the customer lifecycle. With a background in designing outreach materials, packages, events, promotions and brand identities, Joey works with businesses and individuals seeking to provide their clients with memorable experiences.

Eddie McGraw, Director of Marketing & Communications, Lithium
Eddie McGraw has eleven years of agency and in-house experience in corporate, CSR and product public relations for brands in a variety of industries. As Director of Marketing & Communications at Lithium, Eddie  spends his time figuring out what Lithium’s story is for various audiences, talking to customers about how they are driving real business results through social, as well as how they are building fantastic digital experiences.



Sponsored by Lithium

Lithium brings Marketing, Customer Service, and other parts of the organization together with an intelligent design to rally around a better customer experience. You no longer need to choose between standalone tools and manual steps. Teams can plan from the same Omnichannel Calendar, share data-rich customer profiles, and execute better together. Lithium uses data science to help Marketing, Customer Service, and other customer-facing teams collaboratively drive engagement, response times, and business results with a smart platform you will actually use.

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