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Panel Discussion: The Role of Social Media in Building and Maintaining Effective Digital CX Programs

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Jerri Helms
Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
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About the talk

With attention spans dwindling, it has become more difficult to gain attention and engage with customers. As these trends continue, it will become even harder to compete for attention, and stay relevant, let alone engaging. Create a blueprint for:

  • Shaping your content for different platforms and audiences to increase engagement

  • Leveraging video, text, and podcasts to engage customers

  • Incorporating brand tone of voice in your strategy when leveraging AI on social media

  • Experimenting to disrupt the status quo and stand out and engage with your core customers

Gain a better understanding of how to leverage social media in your digital CX initiatives

00:00 Intro

01:20 Jerri Helms

02:58 Megan Merrick

05:20 Decision making

09:40 Comparing experience

14:20 Nuances of optimization and processes

16:30 Experience in communicating

18:30 About decision

22:50 Mechanic of trust

24:50 About customers wishes

27:15 Cooperating. Strategy.

28:36 Building. Strategy

About speakers

Jerri Helms
Vice President Digital Marketing and Analytics at HarperCollins Christian Publishing
Megan Merrick
Vice President Customer Experience at Happier Living

erri leads a Marketing Operations team that exists to come alongside publishing & marketing teams to provide strategic guidance on digital marketing efforts towards the achievement of business objectives. Some of those areas of support include: digital marketing & advertising strategy, analytics/KPI analysis, SEO strategy, meta data optimization, content marketing, e-commerce program development, eMail marketing, Amazon SEO, Amazon PPC and social media management.

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Customer-obsessed executive and key-note speaker with over five years of experience building customer experience teams and business processes from the ground up, including pioneering artificial intelligence, live chat, community and reputation management, social messaging, and culture programs for Customer Experience and Marketing Teams. She thrives on building unique engagement opportunities to surprise and delight customers with a focus on customer satisfaction and self-service.

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We have another. Information. Informative panel discussion, please help me. Welcome Cheri Helms. Senior director of digital marketing initiatives and marketing operations at Harper Collins publishing and Megan Merrick online engagement manager. Freshly and me, Dennis wakabayashi as your friendly neighborhood moderator. Hello. Ladies. Hello, how are you? Doing well. Thanks. How are you? Great conversation. Today is One second, the role of social media in building and maintaining effective, digital CX programs. And so,

but when we spoke earlier on prep, I just felt like your backgrounds. And the way you hold your old is was so, in interesting. I do want to start with just getting a little background on, on, on, how do you tame into this industry and how you Rose to the place where you are, where engagement is such an important part of your job, but I think you've also made it engagement important to a lot of other people's jobs. So so Jerry, why don't we start with you start with me? Okay. Well,

I guess it interesting Lee, the way I ended up in this room. Just sheer determination, really just being a learner all the time and never thinking that, you know, enough and always kind of diving in, didn't try to say, what's that? Next thing, what's coming down, the road, how we going to work that in? You know, what's important to our consumers and where we supposed to be more time, and are we in the right place? And and then really taking a look at it? From all of that information. What's our current

working environment? Are we structured, you know, in the right way to meet this demands or, or, or meet these particular needs. So

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Jerri Helms
Megan Merrick