CMSWire's Google Hangout: The Role of Customer Communities in Customer Experience Strategy


Join us as we host a Google Hangout to discuss customer communities: how do businesses support them? What are the best practices for success? Or does it all come down to a strong social media strategy?

The Questions

We've got a great panel to discuss the changing role of customer communities in a bigger customer experience strategy, but first let's look at the questions they will be answering:

  1. There are many types of communities. What are the most important for organizational success today?
  2. Business-owned customer communities are now a key element of CXM strategies. What are the top 3 benefits/values they bring to the organization and how are companies measuring this?
  3. What practices and factors stand out that make customer communities healthy and productive?
  4. What are some of the challenges related to creating and supporting customer communities?
  5. How is the definition of customer communities evolving as more social and communication outlets pop up?
  6. Ian Truscott suggests in a recent CMSWire article that the need to create customer communities is outdated and it comes down to a solid social media strategy. Do you agree?

The Panel

Our panelists include:

  • Joyce Davis, Community Manager, IBM Collaboration Solutions and Social Business
  • Kimberly Edwards, Senior Product Marketing Manager, OpenText
  • Rachel Happe, Co-founder, The Community Roundtable
  • Bonnie Thomas, Director of Content Strategy, Lithium

How to Join

To join, click on the CMSWire Google+ Event page for the hangout. Not on Google+? No worries, we'll be live streaming the event from our CMSWire YouTube account

Still confused? Check out our guide to joining Google Hangouts -- you've got choices!

Hope to see you there!



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