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    Well known social business strategist, Esteban Kolsky of Thinkjar has spent the past 25 years researching and working with organizations to provide a well-grounded pragmatic view of what works and what doesn't when it comes to customer service. As we breach the social era in customer service, confusion is setting among practitioners as to how to proceed.
    • Is the old tried-and-trued multi-channel model still the best?
    • What changes are needed as social becomes more prevalant?
    • Has social truly changed the game?
    • Should you focus on collaboration, social or both? Why?

    Practitioners who have experienced using social with customer service will share the lessons they learned and the best practices collected along the way. Attendees in this session will be inspired with new ideas and key strategies based on real world examples that you can use to start fresh or simply and improve on your current solution.



    Customer Service



    Esteban Kolsky, ThinkJar

    Lamont Exeter, TeleTech

    John Pasquarette, National Instruments