Webinar
Changing what social means: turning resident contact into meaningful change
Overview
Every day, residents provide an extraordinary amount of intelligence about the community through calls, emails, website searches, and social media posts. However, this insight often sits across fragmented channels, systems, and teams, creating a disconnected customer journey.
In this webinar, Redbridge Council (winners of the Best Use of Social for Community Experience Spotlight Award), share their strategic shift, moving away from viewing social media purely as a publishing and individual response channel. Instead, they are using it as an early warning system and a source of operational insight to drive digital and service improvements. Discover how to transition from simply responding to residents, to learning from them, ultimately creating a better, seamless resident community experience.
We’ll be discussing:
Discover how to shift the organisational mindset from asking “How do we respond to this contact?” to asking, “What is this contact telling us?”.
Learn how to connect resident signals across a wide variety of channels, to identify the underlying patterns of a problem.
See how teams can identify problems sooner and implement changes while issues are still live, without needing to create complex new reporting processes.
Understand how making practical, visible changes based on resident feedback makes listening a tangible experience for the community.
Find out why the speed of connecting insights to the right operational teams is critical for dealing with a live issue.
Simply complete the form below to register for this webinar.
Speakers
Melanine Evans
Customer Success Manager
Corinne Barrett
Digital Programme Lead for Customer Experience
Trusha Patel
Digital Experience and Content Lead
Aysen Berik
Senior Project Manager
