CRM Evolution 2009
August 24-26, 2009
Marriott Marquis • New York, NY
Frank Eliason
Senior Vice President of Social Media, Citibank
Frank Eliason, Citibank’s Senior Vice President of Social Media, has been described as the “most famous customer service manager in the U.S., possibly the world.” He’s succeeded in expanding the reach of customer service via social media, and taking the simple approach of asking "Can we help?” At Citibank, Frank and his team are helping to change the way a global financial institution manages its relationships with a diverse community of consumer, small business and corporate customers—to serve and exceed their expectations and helping build a lifetime of trust between Citibank and its customers. Prior to joining Citibank, Frank was best known to many as the voice behind @ComcastCares, one of the earliest examples of how a business can use social networks to proactively listen and respond to customer concerns in real-time. His work with Comcast customers is one of the top case studies proving that social media can play a positive role for corporations. This work has been recognized by many news organizations such as ABC News, CNN, The New York Times, Business Week, and many others. He is a sought-after thought leader and regularly participates in panels and speaking engagements on social media and customer experience.

Conference Sessions By Frank Eliason
CRM Evolution 2011
Monday, August 8, 2011
4:15 p.m - 5:00 p.m A106: How Social Media Changed Customer Communication

CRM Evolution 2009
Tuesday, August 25 2009
1:45 p.m - 2:30 p.m C203: Comcast Channels Customer Service

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