Telecom Signaling Industry News

TMCNet:  American Airlines, Golin Harris and Social Strategy1 to Discuss Best Social Media Cases in Customer Experience Management

[January 24, 2013]

American Airlines, Golin Harris and Social Strategy1 to Discuss Best Social Media Cases in Customer Experience Management

DALLAS --(Business Wire)--

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 (News - Alert), HP, Bank of America, H-E-B, SuperValu, Bicycle Playing Cards, Famous Footwear, Texas Instuments, 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 (News - Alert) 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 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 or follow @stratuscxm.

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 or follow @sstrategy1.

[ Back To Telecom Signaling's Homepage ]

Featured Events

5G NA Signaling Day

November 14-16, 2016
Sheraton Dallas, Dallas, TX

Featured Webcasts

Securing The Signaling Interconnect: Oracle's Perspective On Recent Security Events

Today's telecommunications landscape is changing rapidly, and the "institution" of trust between networks that has been assumed over the decades is no longer relevant. We are now hearing of vulnerabilities in CSP interconnection points that have been known ...

Applications of Wi-Fi Calling

With all of the discussion about faster data access and richer content, it could be assumed that voice services no longer play an important role in the business model of the communications service provider. Join ReThink Technologies Research and Oracle Communications as we explore ...

Featured Whitepapers

Oracle Communications Diameter Signaling Router Main Differentiators

Diameter is the protocol used by network elements in LTE and 3G networks to enable and monetize services, such as voice, video and data. Diameter enables revenue-generating data services; including tiered data plans, loyalty programs, application specific QoS, content provider and Internet of Things (IoT) solutions ...

Multi-Layer Security Protection for Signaling Networks

The sanctity of mobile operators' networks and brands will depend greatly on their ability to deliver QoS guarantees to roaming and interconnect partners, while simultaneously protecting increasingly multimedia-savvy and socially connected ...

Featured Datasheets

Oracle Communications Diameter Signaling Router

Centralizing Diameter routing with cloud deployable Oracle Communications Diameter Signaling Router creates a secure signaling architecture that reduces the cost and complexity of the core network and enables elastic growth, interoperability and rapid introduction ...

Oracle Communications Mobile Security Gateway

The Oracle Communications Mobile Security Gateway is a high performance gateway that allows the Communications Service Provider (CSP) to cost effectively expand network coverage and increase capacity by incorporating Heterogeneous ...

Oracle Communications Evolved Communications Application Server

As service providers drive their networks toward an all-IP and virtualized state, they require the means to design and deliver compelling high definition voice, video and multimedia offers via Voice over LTE (VoLTE) and Voice over WiFi (VoWiFi) ...

Featured Infographic