Assessing the impact of social media on customer engagement

Hello and welcome to the second in the podcast series being hosted on behalf of the Customer Experience Online Exchange run by Customer Management IQ. My name is Abi Stern and I’m the Event Director for the Customer Experience Online Exchange, a practitioner-led forum created specifically for VPs and Directors of Customer Experience, eCommerce, Online Sales and Marketing, i.e. those responsible for developing the right eBusiness strategies, implementing accurate metrics and measurement and ensuring the best user experience for their customers. The event takes place on 12-13 July at Le Meridien Piccadilly London, and offers a range of keynote briefings, practical case studies, in-depth discussions and one-to-one meetings with leading solution providers, providing an unprecedented level of learning and networking opportunities for the ecommerce and customer experience community. Joining me here today is Martin Faux, Head of Social Innovation for BT Business. Martin set up the first customer facing blog in BT as an engagement tool. He developed and ran a community proposition, and more recently built and directed the team that do all BT Business’s Twitter activity, handling disgruntled customers and in Martin’s words “a bunch of other Social Media stuff”.