American Airlines, Golin Harris and Social Strategy1 to Discuss Best Social
Media Cases in Customer Experience Management
DALLAS -- January 22, 2013
Social media leaders will discuss expert insights from top cases at the
CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas.
Panelists include, Amy O’Brien, Senior Analyst, Social Media at American
Airlines, Annette Hernandez, Specialist, Social Media Customer Service at
American Airlines, and Eric Swayne, Director of Insights at Golin Harris.
Discussions will focus on social media’s best cases and strategies in customer
service, loyalty and lead generation.
As key supporters of the social media team at American Airlines, O’Brien and
Hernandez identify and ultimately shape company-wide business decisions with
insights from customer service, community and influencer touch points.
Hernandez leads the Social Customer Service team, where she oversees all
aspects of customer interactions on social media channels and contributes to
brand initiatives that adhere to brand tone and personality. O’Brien manages
social media reporting and analysis, and has developed methods for sharing
social customer data and performance insights broadly across the company. Both
played a key role in the management and analysis of American’s social customer
service growth; where the hours of operation recently expanded to a 24/7
schedule to better assist customers.
Swayne is Director of Insights at GolinHarris, a published author in marketing
and business, award-winning front-end developer and guest blogger for AdAge.
He provides strategic thinking in all forms of digital media, as well as
frameworks that leverage these channels to gain deeper insight from and
relationship with consumers and has worked with clients, such as Dr. Pepper
Snapple Group, Sam’s Club, Walmart, Best Buy, HP, Bank of America, H-E-B,
SuperValu, Bicycle Playing Cards, Famous Footwear, Texas Instruments, American
Airlines and the U.S. Treasury.
Keynote speaker Mike Lewis, Chairman and Author of “Social Media Leadership:
How to Get off the Bench and into the Game,” will kick off the event, followed
by Dennis Stoutenburgh Co-Founder and Senior Executive of Social Strategy1,
and Steve Ennen President of Centris Marketing Science, who will lead
discussions about best practices in customer experience management for a
variety of business industries.
The CXMSUMMIT is complimentary, but space is limited. Register at
www.cxmsummit.com. Follow @stratuscxm and tweet questions using #cxmsummit13.
About Stratus Contact Solutions
Stratus Contact Solutions is a tenured multichannel contact center providing
24/7 customer excellence through the form of inbound and outbound contact
center services. Stratus' contact solutions are designed to improve its
client's cost structure and provide professional, high-touch, US-based
outsourced services. For information, visit www.stratuscontactsolutions.com or
About Social Strategy1
Social Strategy1 is a managed services and business intelligence firm
specializing in social media and online intelligence. Supported by teams of
analysts that provide clients actionable insights for managing online presence
and strategy, SS1 serves multiple industries and business functions. For
information, visit www.socialstrategy1.com or follow @sstrategy1.
Jeanine Nelson, 904-416-0718
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