Key takeaways for CX leaders:

  • Process maps reveal gaps:

    “As is” and “to be” mapping exercises light the way to integration.

  • Social media playbooks enable scale:

    Next-level social care requires alignment across the entire team.

  • In-channel resolution saves time:

    Eliminating email and private message redirection reduces frustration.

  • Social care takes tech and talent:

    Operationalizing full-service social requires SaaS, automation, and VXI.

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