See the latest resources on Social and Digital

The use of Social Media in customer service or sales is at an early but crucial stage in its evolution. Marketing and brand executives often own it in organisations, but its use needs to be better incorporated into all the arms of an operation – whether that’s billing and technical queries for a telecoms firm or logistics and customer service for a retail operation. 
As increasingly customer contact operations are getting involved, it is time to share best practice in our community, so fast track your learning, by taking advantage of a growing body of experience.

Take a look at these articles, videos and links
A maturity framework for omni-channel and digital
Avios Awards Case Study 2013: The dedicated web centre gets customers engaged
BT Retail Awards Case Study 2012: Social media as customer service
Charles Tyrwhitt Awards Case Study 2013: Listening to customers is driving growth
Communication choices - new research from OFCOM
DRL (Appliances Online) Case Study 2012: Voice of the Customer helps online sales
gem Awards Case Study 2011: A new culture of customer interaction
Increased momentum for social and digital
Mapping your social customer service eco-system
Multichannel survey shows phones are still the majority form of contact
Planning for webchat: the Capita and O2 partnership
Planning successfully for digital channels
Recommended Links for social media in customer service
Rising to the digital challenge
Rising to the digital challenge: customer journey experience
Rising to the digital challenge: What is the role of planning teams?
Social media and the digital contact centre
Strategic trends in planning customer contact
The Big Disconnect in Social Media
Understanding channel shift and the use of new media


(c) Professional Planning Forum 2000-2019
This site uses cookies to help deliver an engaging user experience.
To learn more about what cookies are and how to manage them visit