This is from a keynote I provided at SCSS15. It explores the interplay between social customer service and the broader transition into digital business
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How social and digital customer service work together
1. The Conve rge nce Of Social And
Digital Customer Ser vice
2. h o w b r a n d s a r e d e v e l o p i n g o m n i - c h a n n e l
s o c i a l / d i g i t a l s t r a t e g i e s a n d w h a t t h i s
m e a n s f o r c u s t o m e r s