Your Customer Experience Never Sleeps: Creating a 24/7 Partnership

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Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay

Bruce Dembecki. A 20-year veteran in marketing technology development and implementation, as Vice President, Moderation Services at LiveWorld, Bruce translates our clients’ business objectives into technology architecture and operational implementation. His roles at LiveWorld trace back to 1994, as an eWorld community host (a volunteer effort separate from his role at Apple Australia), then managing the Talk City host team, developing our chat technology, designing our event system, and managing as Vice President and General Manager our Live Events business in the late 1990s. @zbeeb

Michael Rose joined Polycom in August 2010 as the Director of Corporate Communications for the Asia Pacific region out of Singapore. In December 2014 Michael moved from Singapore to California to take on the role of Senior Director of Global Corporate Communications. He has led the launch of Polycom’s thought leadership program on the workplace of the future, focusing on workspace, user experience and workflow. Prior to Polycom Michael was the Managing Director of Ogilvy PR in Singapore from 2000 to 2005. In 2005 Michael opened his own PR consultancy in Singapore and Malaysia. Michael has worked with many global brands including IBM, Nokia, Polycom, Dell, Nestle, Proctor and Gamble, Sony and more. @MichaelRoseAsia

Chad Mitchell is Senior Director of Digital Communications at Walmart. Positioned within Walmart’s Corporate Affairs division, he and his team are responsible for managing and supporting all aspects of Walmart’s corporate digital presence, including the corporate website and blog, social media platforms, and email communications both internally to associates and externally to customers. They are charged with managing and protecting Walmart’s corporate digital reputation, both reactively and through proactive influencer outreach. @cmmitchell4

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© Polycom, Inc. All rights reserved.

Michael Rose, Senior Director, Global Corporate Communications, Public Relations and Customer Marketing

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Measuring Engaging Listening

Content Strategy 27 Global Web Properties Social Campaigns Trend-Jacking

PAGE 9

#PolycomHowTo:

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Social Driving Relevancy

PAGE 11

Social Media Supports Customer Service

Polycom Response

Polycom Co-founder Responds

Customer RequestVia Twitter

Bruce Dembecki,

VP of Moderation Services

LiveWorld

Strategy • Moderation • Engagement • Insight Paid Social Media Advertising & Promotions

13Confidential 13Confidential

Workflows exist, use them

Don’t reinvent your processes for Social.

Get Social to fit your CS workflow.

Use tools that fit with what you do, don’t

change what you do to fit the tools.

Typical Clients of Moderation

1. “Hated Companies” or High Volume

2. Regulated Industries

3. Global Brands

United Airlines is a High Volume client

Content is filtered from multiple sources, content requiring CS attention is escalated to the appropriate CS agent.

At the same time social content is identified for Marketing and Corp. Communication’s attention.

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Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating buzz for leading technology, consumer products, financial services and professional services organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay

Bruce Dembecki. A 20-year veteran in marketing technology development and implementation, as Vice President, Moderation Services at LiveWorld, Bruce translates our clients’ business objectives into technology architecture and operational implementation. His roles at LiveWorld trace back to 1994, as an eWorld community host (a volunteer effort separate from his role at Apple Australia), then managing the Talk City host team, developing our chat technology, designing our event system, and managing as Vice President and General Manager our Live Events business in the late 1990s. @zbeeb

Michael Rose joined Polycom in August 2010 as the Director of Corporate Communications for the Asia Pacific region out of Singapore. In December 2014 Michael moved from Singapore to California to take on the role of Senior Director of Global Corporate Communications. He has led the launch of Polycom’s thought leadership program on the workplace of the future, focusing on workspace, user experience and workflow. Prior to Polycom Michael was the Managing Director of Ogilvy PR in Singapore from 2000 to 2005. In 2005 Michael opened his own PR consultancy in Singapore and Malaysia. Michael has worked with many global brands including IBM, Nokia, Polycom, Dell, Nestle, Proctor and Gamble, Sony and more. @MichaelRoseAsia

Chad Mitchell is Senior Director of Digital Communications at Walmart. Positioned within Walmart’s Corporate Affairs division, he and his team are responsible for managing and supporting all aspects of Walmart’s corporate digital presence, including the corporate website and blog, social media platforms, and email communications both internally to associates and externally to customers. They are charged with managing and protecting Walmart’s corporate digital reputation, both reactively and through proactive influencer outreach. @cmmitchell4

Our Speakers

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Thank You to Our Sponsor

@LiveWorld

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Win a Free Ticket to The Social Shake-Up!

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Upcoming Webinar

May 21st

From Data to Decisions:

Using Social Insights for Better Campaigns

Featuring:

Andrew Ashton, Chris Kerns and Robin Carey