Social Care continues to grow and become a top preferred channel of communication for consumers, organizations are finding it challenging to bridge the growing communication gap between Social Marketing, Social support and the overall Customer Experience. This creates a “Watermelon Effect”: Green on the outside, red on the inside. In this session, Miri will discuss ways for organizations to effectively bridge that gap and close internal silos. She will share from her own experience at Microsoft and provide practical insights that will change the customer experience for the better.
Miri Rodriguez is the Social Media and Communities Lead for Microsoft Americas. She manages three social care teams responding to thousands of customer inquiries via social channels in Global English, Spanish and Portuguese. Her work was recently recognized as Best Practice at the annual Microsoft Think Tank Summit and won her a Marketing award for effectively engaging partnerships with internal teams to drive a unified social voice and customer experience. She was also selected to participate in Microsoft’s prestigious program #MySkills4Africa where she volunteered her skills to help the Bank of Swaziland launch their social program. Her extensive career includes 15+ years in Marketing, Operations and Customer Experience. She is the mother of 2 boys and an American Bulldog. Her philanthropic work includes teaching middle school students at her local church, mentoring high school students at Network for Teaching Entrepreneurship and discipling young women into business leadership.
Social Jack™ TV is a series of channels which hosts episodes jammed pack with social network based education in sales, marketing, and personal and professional development. We interview industry experts on all our social channels, including the social selling channel, the social career channel, the social community channel and the social life channel.