2016 Schedule

Interactive: March 11–15  •  Film: March 11–19  •  Music: March 15–20

Is Twitter the New Customer Call Center?

Monday, March 14
3:30PM - 4:30PM

Hilton Austin Downtown
Salon J
500 E 4th St

Phones continue to be the most popular device for customer service, but increasingly for Tweeting instead of calling. Today, more than 1 in 3 prefer social to other service channels. Customer service emergencies can happen at the blink of an eye and businesses normally learn of them only after major brand damage has occurred. Innovative companies have incorporated social into their “triage” centers by creating customer service centers that enable businesses to capture, learn, and act on social data in real-time. Join executives from General Motors, Southwest Airlines, Cummins Inc., and Oracle as they discuss social’s rising role in customer service and the customer experience.

Hashtags: #sxsw #custserv


Angela Wells at SXSW

Angela Wells

Sr Dir/Outbound Prod Mgmt

Oracle Social Cloud

Senior Director of Outbound Product Management for Oracle Social Cloud
Angela has more than 17 years of marketing and market research experience across various industries including technology, con...

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Ashley Mainz at SXSW

Ashley Mainz

Social Business Mgr

Southwest Airlines

Ashley is a founding member of the Social Business Team at Southwest Airlines with more than 10 years of social and communication experience.

In her current role, Ashley is responsible for the ...

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Michael Nagel at SXSW

Michael Nagel

Web & Social Media Mgr

Cummins Inc

Web and social media manager at Cummins Inc., a Fortune 150 company and global power leader operating in over 190 countries around the world.

Michael has a decade of marketing and communications...

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Rebecca Harris at SXSW

Rebecca Harris

Social Media COE

General Motors

I’ve been at GM for 23+ years and it has been a terrific ride as I’ve had the opportunity to work in several different areas and experience multiple assignments across the organization.

Today I...

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