"Customer touch..." "Consumer sentiment..." "Customer-agent knowledge management..." These are the buzzword hot buttons for CRM in the social media age...and beyond. But when you boil it down, it is all about: Improving the customer's experience with your company.

The emergence of "social media" has changed how we do that. In this special roundtable Web event, you will learn:

• How customer communities and social media are contributing to traditional knowledge management
• How social media is blurring the lines of responsibility for "customer experience management" between marketing and customer service
• How to "operationalize" customer experience processes to better understand and respond to customer needs
• And how to use analytics to react to customer feedback and search metrics while improving the knowledge ecosystem

Moderated by KMWorld publisher Andy Moore, our panel will include experts from Attensity and Consona.

Customer Experience is the game.
Social Media changes the game.