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Introducing the Social

Maturity Index (SMI)

Evaluate where your social customer care stands against forward-thinking #SocialFirstâ„¢ brands. 


What M&A Means for the Socially Mature Enterprise 

The Definitive Guide to Social Customer Service

The Conversocial Social Maturity Index

The Spring Edition of The Conversation 

Power Off: Crisis Management in the Age of the Customer

Forrester Social Customer Service Report

Adapting to the Culture of Social Media

The Conversation, June 2015

Adapting Operations & Technology

Preparing the Enterprise:
Adapting Operations and Technology

Serving the Social Traveler

The 2015 Social Customer Service Trust Index

Preparing the Enterprise:
Adapting to the Culture of Social Media

Social customer service: Not just another contact channel

Executive Summary: Compliance and Social Customer Service 

The State of Social Customer Service 2015: Maturing Enterprise Operations

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