Shaun Smith, founder of smith+co consultancy, is one of the leading experts in customer experience management (CEM). Here he discusses how the proliferation of social media is having major implications for CEM - some of which present challenges, and some of which present significant opportunities for greater engagement.
Shaun Smith and Andy Milligan will be running a one day Brand Experience Masterclass on October 19th in London. This session will provide an immersive experience for executives wishing to take their customer experience to the next level. For details visit www.boldthebook.com/workshops or email Janine Dyer at [email protected].
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.