A Clarabridge Webinar:
The Future of Social Customer Service

Traditional customer service models are losing two things- momentum and customers. Organizations are no longer in the position to tell customers where and how they can get help, customers are forging their own path to customer service. Social Customer Service isn’t just an idea – it’s a reality that’s either helping or hurting your company. Are you keeping up?

Join us on Thursday, September 14 for our most anticipated panel-style webinar featuring Social Media Management leaders at Crate & Barrel, Porsche, Transport for London (TfL) and ING Spain to learn about the evolution of social media, how it’s reshaping the customer experience, and what your company needs to do to get ahead of it.


Thursday, September 14

11 AM ET | 4 PM GMT
Duration: 45 Minutes


A Clarabridge Webinar:
The Future of Social Customer Service

Featured Speakers: 


Jeffrey Newman

Jeffrey Newman is the Manager, Customer Care for Porsche Cars North America (PCNA). Jeffrey is charged with ensuring Porsche owners are as passionate about the service they receive as they are about their vehicles they drive. Key responsibilities to ensure extraordinary customer service are leading call centers for customer care, roadside assistance, Porsche Connect, and social media CRM while fulfilling the strategic vision for sustained best-in-class interactions. His successful history of leading organizations to achieve previously unthinkable performance in contact centers, retail, and operational development include leadership positions at American Express Travel, Windstream, and Alltel. Jeffrey holds a Bachelor of Science degree in Marketing from Rochester Institute of Technology and is a certified Six Sigma greenbelt.


Steven Gutierrez

Steven is Lead Social Media and Content Editor at TfL. He looks after the social media setup which includes some of the city’s busiest accounts and is the provider of customer service, travel advice for all modes of transport including trains and buses. He coordinates the teams which provide news, customer service, and disruption updates.

ING Spain

Fernando Gonzalez
ING Spain

Fernando Gonzalez, originally from Mexico, graduated from American Flyers Academy (Baltimore, MD. USA) in 1994 and worked in the aviation industry until 2002. He moved to Spain and ventured into the financial world of ING since June 2003, participating in various areas of Customer Service and finally landing on the Digital Banking projects in 2013, launching the online chat service and currently as part of the Social Media Team.

Crate & Barrel

Melissa Gemmel
Crate & Barrel

Melissa Gemmel is the Senior Analyst of Customer Experience Strategy & Analytics for Crate & Barrel. Melissa is responsible for informing internal stakeholders of how and what customers are thinking or feeling toward current business initiatives. Her key responsibilities are to be the subject matter expert and enterprise resource for analyzing and communicating customer experience analytics and insights throughout the organization.

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