The Coming Convergence of Social Media and Customer Experience

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“Social media is no longer just for individuals’ relationship building and companies’ marketing; as it’s importance becomes more about the participants’ experience, church should look into how to use them to improve the quality of experience of members, community participants and visitors. How can churches evaluate and match those people’s expectations?”

With this new focus on the customer journey, Julie predicts the role of the generalist will be on the rise—someone who can look across all channels and recognize what needs to be turned up and down, and “if you put them together as an orchestra, when they all best fire in support of an objective.”

Julie Hopkins, Research Director at Gartner, joins the Social Pros Podcast for the last podcast of 2014 to discuss the growth of and competition for budget in digital marketing, the rise of the


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