Integrating the Voice of the Customer beyond the Call Center Front line leaders shed light on how they are harnessing the power of social to get the voice of the customer closer to every employee. The fundamental shift of social is changing expectations and fueling new growth.

1. Integrating the Voice of the Customer beyond the Call Center Radian6 Social 2011 Friday, April 8th 10:45 am – 11:45 am Pacific A

2. What is this panel about? Front line leaders shed light on how enterprises are harnessing the power of getting the voice of the customer closer to every employee and how this feedback fuels enterprise growth. Moderator NigelOrfei, Director of Customer Services Radian6 @nigelorfei

3. Who are our panelists? Mitch Lieberman,Vice President of Marketing Sword Ciboodle @mjayliebs Dr. Natalie Petouhoff, Chief Strategist, Digital Media, Social Media and ROI Weber Shandwick @drnatalie Kevin Cole, SVP, Social Media Strategy and Capabilities Bank of America @kevintcole

4. What are the big topics? How are we moving from “Call” center to “Contact” center? Who's getting the information where does it really need to go and how? What’s the difference between Sharing the voice of the customer and Integrating that voice?How do you use social media to come up with ways to engage customers? What and where does this customer voice impact? How are we using this information? How should be using it and what does the future hold?