A Clarabridge Webinar:
How Social Media is Changing Customer Engagement Forever

You’re not in charge of customer service anymore. Today, there are two things that traditional customer service models fail to include – engagement and customers. Customers are dictating the where, why, when and how they get help from a brand, and more than ever they’re choosing social media as a means to an end. For companies struggling to keep up, Social Customer Service is a nightmare. This in mind, we’ve gathered some of the most successful companies with Social Customer Service programs in place. Join us on Tuesday, October 3 for our most anticipated panel-style webinar featuring Social Media Engagement leaders at O2, The Restaurant Group (TRG), Abtran and Irish Water to learn about the evolution of social media, how it’s reshaping customer engagement, and what your company needs to do to get ahead of it.


Tuesday, October 3

11 AM ET | 4 PM GMT
Duration: 45 Minutes


A Clarabridge Webinar:
How Social Media is Changing Customer Engagement Forever

Featured Speakers: 


Adam Lamb
Guest Experience Manager, TRG

Social media focused guest experience manager, heavily involved in all aspects of social media from content creation to delivering award winning community management across numerous platforms for a portfolio of brands. Focused on developing market leading strategies to deliver best-in sector brand performance, possessing a natural ability to spot opportunity to deliver on both. A genuine passion for what I do, not many people can say they truly love their job.


Catherine O’Driscoll
Digital Services Lead, Abtran

With over 8 years of experience in the BPM industry, specialising in Digital Service, Catherine has overall responsibility for the set-up, management and performance optimisation of Abtran’s digital team. She has worked in customer facing and management roles for numerous clients to deliver the highest quality customer experience, through digital services.

She is always supporting continuous innovation and analysing new media, new channel, engagement tools, social media services and communication to deliver enhanced services to clients. In 2010, Catherine was named the 3rd best contact centre agent worldwide by Contact Centre World and was shortlisted by CCMA for Shared Services Team Leader of the year in 2012.

Irish Water

Richard O’Headhra
Business Stakeholder & Communications Coordinator, Irish Water

Richard is Business Stakeholder & Communications Coordinator at Irish Water and ensures effective communications are maintained between the company and the business community around Ireland. Before moving to Irish Water, he worked as the Social Media Community Manager in the European Parliament & Commission office in Dublin and was chosen as Ireland’s representative for the Share Europe Online project. Richard has garnered a wealth of experience across all media platforms and has also worked in television and radio production winning awards in both.


Chris Wilkins
Service Through Social Manager, O2

Chris has been with O2 for over 10 years and joined the social media team in 2012, first as a Social Media Advisory. He was promoted to Social Media Team Manager in 2016. Chris manages the day to day performance of the team and works closely with the reputational, marketing and communication teams to ensure the best possible quality and replies via O2’s social channels.

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