#SMWNYC

May 5-7, 2020




Tomorrow's Social Customer Experience is Here Today: Personalization, Connection and Rising Expectations

Hosted by Salesforce Marketing Solutions

tuesday, April 30, 2019

10:40 AM - 11:05 AM

Sheraton Times Square

Stage 4

Since the origins of social media, marketers have seen a remarkable amount of change. The shifting landscape is unprecedented. Social media has matured, market segmentations have granualized, and budgets have expanded.

The most significant change, however, has been customer expectations: 80% of customers now say the experience a company provides is as important as its products and services. In a world of rising customer expectations, regulation and customer content, and the challenges of ROI on social, the role of a digital marketer gets harder and more complicated.

In this session, you’ll be empowered by Salesforce and Twitter’s visions for tomorrow’s social media era, where cross channel personalization on social media becomes possible. You’ll also hear first-hand from Rackspace, a leading social marketer who has invested heavily in cross-channel customer experiences; and learn from the strategic priorities, challenges and technologies transforming their work.

Attend this session and learn:

  • How to be prepared for cross-channel social personalization across Sales, Marketing and Service
  • How you can leverage Salesforce and Twitter’s vision for the coming era of social customer experience
  • Practical insights from how Rackspace manages their cross-channel social journeys

Event Location



Social Media Week

Tomorrow's Social Customer Experience is Here Today: Personalization, Connection and Rising Expectations

April 30, 2019 - 10:40 AM - 11:05 AM

Hosted by Salesforce Marketing Solutions




Frank Cerda

Frank Cerda

Social Media Strategist, Rackspace

Diana Helander

Diana Helander

Head of Marketing, Data and Enterprise Solutions, Twitter

Mansi Pedgaonkar

Mansi Pedgaonkar

Senior Product Manager, Salesforce

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