Brent Leary and I have been friends for many, many years. So whenever we have the chance to sit down for a conversation, it never feels like an “interview.” It feels like two longtime friends exploring what’s next, asking bigger questions, and challenging each other to think beyond the obvious. In this conversation, Brent and I explored ideas from “Infinite,” the new book Dave Wright and I wrote to help leaders rethink what enterprise organizations can become in an AI-forward…
Businesses not Making the Pivot from Lip Service to Social Customer Service [infographic]
Social media changes everything. Marketing, sales, customer service, they’re no longer departments, engagement is now a way of business. As the impact of social spreads through organizations, questions arise about the role social ultimately plays in customer service and overall customer experiences. For the past three years, good friend Brent Leary and the folks at Social Media Today have produced The Social Customer Engagement Index. It examines how companies are using social tools for customer service and, more importantly, how…