CEOs See a Bright Future for Social Media in Customer Engagement

Social media will become one of the dominant customer engagement tools in the next 3-5 years, despite being the least utilized tool for interaction today, according to [download page] an IBM survey of more than 1700 global CEOs released in May 2012. Although only 16% currently engage customers through social media, 57% anticipate doing so in the few years, a proportion that places the channel behind only face-to-face methods of interaction (67%), and ahead of websites (55%) and call centers (31%). Social media’s rise will likely cost traditional media, currently used by 39%, but forecast to drop to just 15% utilization. (more…)