Beyond Your “.com” Site: Leveraging Social Media to Improve Customer Service Frank Eliason SVP of Social Media, Citibank NA Consumer

Frank Eliason, Citi  Currently SVP of Social Media for Citibank NA Consumer  Previously held positions with Vanguard, Advanta National Bank, and Comcast, where he first began to experiment with social media  Sits on board of directors for the Better Business Bureau and SOCAP, and considers himself a customer advocate, regardless of the channel  Named as 2011 Innovator by Bank Technology News  Suffers from severe addiction to gadgets/devices, and is a loyal Philadelphia sports fan

Social & mobile experiences can’t be designed independent of one another

Service is fundamental to social; consumers increasingly using mobile 2 engage

Keep digital customers in digital experience, optimize for mobile, innovate Twitter Agent identifies secure chat/call service escalation opportunity & tweets links Customer authenticates & chat begins or customer opts for click to call, both via LIVE PERSON

Citi and Best Buy recently launched mobile app for our ThankYou Rewards program

Looking to the future, we want Live Person to enable us to:  scale customer service/engagement/marketing across social web  provide chat/call solutions that work seamlessly on all mobile devices  execute a customer experience that seamlessly allows choice between chat/call  personalize all of our conversations with customers and prospects We want customers & prospects to be able to engage with us whenever they want, wherever they are, and on whatever devices they choose