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Agile Computing Authors: Liz McMillan, Elizabeth White, Progress Blog, John Worthington, APM Blog

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American Airlines, Golin Harris and Social Strategy1 to Discuss Best Social Media Cases in Customer Experience Management

Social media leaders will discuss expert insights from top cases at the CXMSUMMIT on Thursday, January 31, 2013 at the Westin Galleria Dallas. Panelists include, Amy O’Brien, Senior Analyst, Social Media at American Airlines, Annette Hernandez, Specialist, Social Media Customer Service at American Airlines, and Eric Swayne, Director of Insights at Golin Harris. Discussions will focus on social media’s best cases and strategies in customer service, loyalty and lead generation.

As key supporters of the social media team at American Airlines, O’Brien and Hernandez identify and ultimately shape company-wide business decisions with insights from customer service, community and influencer touch points. Hernandez leads the Social Customer Service team, where she oversees all aspects of customer interactions on social media channels and contributes to brand initiatives that adhere to brand tone and personality. O’Brien manages social media reporting and analysis, and has developed methods for sharing social customer data and performance insights broadly across the company. Both played a key role in the management and analysis of American’s social customer service growth; where the hours of operation recently expanded to a 24/7 schedule to better assist customers.

Swayne is Director of Insights at GolinHarris, a published author in marketing and business, award-winning front-end developer and guest blogger for AdAge. He provides strategic thinking in all forms of digital media, as well as frameworks that leverage these channels to gain deeper insight from and relationship with consumers and has worked with clients, such as Dr. Pepper Snapple Group, Sam’s Club, Walmart, Best Buy, HP, Bank of America, H-E-B, SuperValu, Bicycle Playing Cards, Famous Footwear, Texas Instruments, American Airlines and the U.S. Treasury.

Keynote speaker Mike Lewis, Chairman and Author of “Social Media Leadership: How to Get off the Bench and into the Game,” will kick off the event, followed by Dennis Stoutenburgh Co-Founder and Senior Executive of Social Strategy1, and Steve Ennen President of Centris Marketing Science, who will lead discussions about best practices in customer experience management for a variety of business industries.

The CXMSUMMIT is complimentary, but space is limited. Register at www.cxmsummit.com. Follow @stratuscxm and tweet questions using #cxmsummit13.

About Stratus Contact Solutions

Stratus Contact Solutions is a tenured multichannel contact center providing 24/7 customer excellence through the form of inbound and outbound contact center services. Stratus' contact solutions are designed to improve its client's cost structure and provide professional, high-touch, US-based outsourced services. For information, visit www.stratuscontactsolutions.com or follow @stratuscxm.

About Social Strategy1

Social Strategy1 is a managed services and business intelligence firm specializing in social media and online intelligence. Supported by teams of analysts that provide clients actionable insights for managing online presence and strategy, SS1 serves multiple industries and business functions. For information, visit www.socialstrategy1.com or follow @sstrategy1.

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