Social Customer Experience Management
Best selling author Dave Evans along with co-author Joe Cothrel will present their latest book on enterprise social media and its impact on customer service. Published by Wiley (ISBN: 9781118826102, due out 3/1/2014), "Customer Experience Management: Engage and Retain Customers Through Social Media" covers the use of social media by small, medium and large brands as an advocacy builder. Attendees will see how global brands like Time Warner, Yahoo!, Swisscom, Sky and more are using social media to build their business by focusing on customer service through social channels.
VP, Social Strategy
Dave is the VP of Social Strategy at Lithium, based in Austin, TX. Dave is also the author of best-selling "Social Media Marketing: An Hour a Day," as well as "Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ on social technology and customer care, published in both the US and Asia.