The summer months have flown by and we are into the 2nd half of the year! Many things have happened this month: the Lithy Awards launched (have you submitted?!), we launched Apple Chat for Business, we also now support WhatsApp for Business, and launched a stellar case study with our friends over at Visa.
In the midst of all that was happening at Lithium, you all kept things ROCKIN' (as usual) on the community.
So without further ado... our top contributors for July!
@Parshant has been a top contributor for a few months now- Developer Discussion page is a great place to be when Parshant dominates the accepted solutions! Thanks for all you do.
@JasonHill... no surprises here. This rockstar has accrued 2550+ kudos in his awesome contributions to discussion boards and more. Go Jason, go!
@BrianOblinger always saves the day. Because he is a HERO? Maybe. He also just rocks at the ability to share best practices around keeping customers engaged. Thanks for always diving into customer connection and helping others.
Hoping to see all of you at CX Live in Austin October 3 & 4 to meet experts, share best practices, and enjoy one another's company in the big state of Texas!
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Have you submitted your Lithy?! Well we thought you may want to know who will be reviewing them once we've received yours!
We are pleased to announce our esteemed panel of 2018 Lithy Award Judges:
Joe Cothrel, Former Chief Community Officer @ Lithium Technologies- In his 20-year career, Joe has arguably touched more customer-facing online social efforts than anyone in the world. More than 300 companies on four continents have created successful programs with his advice and guidance, and his work has been cited in more than 50 books on the subject of online community, social media, online commerce and knowledge management. In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. He also led the creation of Lithium’s community management certification programs. Joe recently stepped down from his role as Lithium’s Chief Community Officer, but accepted our invitation to participate as a Lithy judge this year. Follow him on Twitter.
Tim Lopez, Director of Support Services and Social Research @ TSIA- Tim Lopez is the director of support services and social research for Technology Services Industry Association. In this role, he works with TSIA’s members to streamline support processes, improve their social support offerings, and achieve their overall support-oriented goals.
While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. Additionally, he drove down support response times, increased social support volume, and introduced response automation tools, all while maintaining 98% Customer Satisfaction.
Tim has spoken at many conferences over the years, sharing best practices, personal experiences, and social support expertise. Tim is passionate about customer experiences and modernizing operations for the new era of support services. Follow him on Twitter.
Wayne Kurtzman, Research Director for Social and Experiential Solutions @ IDC- Wayne is an experienced technologist, practitioner and analyst of enterprise social media, collaboration and analytics and is responsible for the IDC Social, Communities and Collaboration practice.
Prior to joining IDC, Wayne led emerging technology programs for global B2B and B2C companies, leveraging community collaboration and social media to drive employee and customer experience, new efficiencies, and new revenue streams. He has developed global community, social, and analytics practices as well as award-winning knowledge management and advocacy programs.
Wayne is an adjunct instructor with the University of Tennessee, and a guest lecturer and speaker. A former journalist, Wayne volunteers with Destination Imagination, building 21st century creativity and problem-solving skills for students around the world. He holds a B.A. in Communications from Hofstra University. Follow him on Twitter.
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Our judges are eager to review your impressive entries showcasing your successes... so show them what you’ve got!
Selection of winners will be a two-step process: a combination of the popular peer vote on the Lithium Community (online voting via kudos will take place August 22- 31) and through final selection by the judging panel and Lithium executives that will look at the spirit of the story and the compelling results/evidence to back up the submission.
Get your success story in front of this panel of top industry leaders—submit here on the 2018 Lithy Portal!
And for additional resources on the 2018 Lithys:
Check out last year's winners.
Rules and overview of 2018 can be found here.
Be sure to register for CX Live so you can hear the winners announced on stage, in Austin!
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When Visa opened its network through APIs, they needed a way for external developers to connect to the Visa Developer team, interact with each other, be inspired, and get educational and support articles.
Visa sought out the Lithium platform to provide a forum-centered, support community where discussions could be had, engagements would be made and inspiration could occur for developers across the globe.
Visa has seen wonderful results from their community:
124% increase in users
25% increase in CHI score
1300% increase in kudos from our members
Most visited page in the platform
and are currently working with their regional marketing teams to find a means to build regional-specific content to be sure those developers find a home in the community.
Read more of their story here!
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The Lithy Awards are here!!
Nominations are open July 23 @ 5 AM PT - August 17 @ 5 PM PT
The Lithy Awards mark one of our favorite times of the year: a chance for your brand to celebrate, get recognized and honored for your successes and achievements in digital customer engagement. We could not be more proud of your journeys and transformations that we get to be a part of, and love to learn about them more in-depth through the submissions.
This year we modified some of the existing categories and injected some fresh, new categories into the mix:
Recognizes a brand that creates consistent, frictionless customer experiences across digital touchpoints. Demonstrate how leveraging technology has powered a successful holistic approach to delivering world-class digital customer experiences.
Social Marketing Champion
Recognizes a social campaign that has successfully acquired customers, served customers and/or grew a customer base. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign.
Social Support Champion
Recognizes a brand that has executed excellent social customer support at scale. Features the brands who are engaging customers quickly and at the customer’s desired time and place, and how social care teams have reduced service costs and increased customer satisfaction.
Digital Design Excellence
Recognizes a brand with the most impressive and engaging design on digital as well as a beautifully designed UI with consistency across devices and networks (could include website, community, social channels).
Surprise & Delight
Recognizes a brand that is just awesome on social media. Celebrates the brands that go the extra mile to ‘surprise and delight’ customers on social media and/or generate a positive impact on a local, national, or global level leveraging social media.
Support Savings Titan
Recognizes a brand that has best demonstrated significant bottom-line cost efficiencies and support savings for their business. Submissions should include the technology used and monetary savings for the organization.
Recognizes a brand with the most impactful topline business results across social and digital platforms. This category requires the company to include metrics to showcase the results achieved. (e.g. ROI, sales revenue).
All submitted entries will be automatically nominated for the Regional Star award. We will have one winner for North America, Europe and Asia Pacific.
NEW IN 2018:
B2B Community Innovator
B2C Community Innovator
Recognizes a B2C or B2B brand that is on the bleeding edge of offering rich, immersive, and inventive community experiences.
NEW IN 2018: Industry MVP
All submitted entries will be automatically nominated for the following industries: B2B and B2C Hi-Tech, FinServ, T&H, CSP. We will have one winner per category.
Check out the 2017 entries and the 2017 winners. The digital success stories are incredible.
Submitting & Voting:
Please fill out the submission form on the Lithosphere. If you have any issues please contact firstname.lastname@example.org
All submissions must be submitted on the community by August 17, 2018 at 5:00 pm PT to be eligible. You can edit your submission as much as needed up until the submission deadline.
On August 22, at 5:00 am PT, online voting opens. You will be able to view your entry and all other entries, plus vote for your favorites. To vote, you must register on the Lithosphere.
Online voting closes on August 31, 2018 at 5:00 pm PT, so give a shout-out to your colleagues and business partners to vote before then.
Selection of winners will be a two-step process: a combination of the popular peer vote on the Lithium Community and through final selection by the judging panel selected by Lithium that will look at the spirit of the story, the results submitted, and evidence to back up the submission.
Rules & Terms:
The 2018 Lithy Awards are only open to Lithium customers.
There is no fee to enter.
The submission window starts July 23, 2018 at 5:00 am PT.
All entries must be received by August 17, at 5:00 pm PT.
You will receive confirmation via email that your submission has been received. If you do not receive an email confirmation, please re-submit to ensure we received it. You should receive your confirmation within that business week; if you submit on a Friday, Saturday or Sunday, please wait until the following Monday for confirmation.
Terms & Conditions
Only English language submissions will be accepted.
Your entry must be submitted on the community. Your CSM can provide assistance if need be.
Please embed all graphics/visuals into the Lithosphere, so the desired placement is clear.
Please include your company’s logo as a jpeg or png image in the teaser section. Preferred image size is 335 pixels (width) x 176 pixels (height).
You may submit for multiple categories. One submission per category, per company, with the exception of the Social Marketing Champion category and the Surprise & Delight category, which can have more than one submission.
Lithium reserves the right to change or cancel an award category at any time and make other adjustments as needed to accommodate particular circumstances.
All submitted entries will be publicly displayed on the Lithium Community. Submitting an award entry gives Lithium the permission and approval to leverage content for Marketing and Public Relations purposes and winners will be included in a press release and on social channels. All companies submitting a Lithy give Lithium the permission and approval to use their logo on collateral and signage related to any CX Live Events.
All submitted entries will be available for voting in the Lithium Community starting Wednesday, August 22, 2018 at 5:00 am PT. The last day for voting is Friday, August 31, 2018 at 5:00 pm PT.
All winners will be announced at CX Live in Austin, Texas on October 3-4, 2018.
Winners attending CX Live will receive additional recognition at those events.
Lithium reserves the right to change the rules & terms at any time. Lithium makes no representations or warranties regarding the contest or its rules and disclaims all implied warranties. Lithium undertakes no obligations or its performance or processing of entries other than as specifically stated herein and contestants must comply with all the stated conditions.
Please submit on the portal. You can use the attached doc to draft your submission. Best of luck!
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You may have noticed a change!
After hearing your feedback, we've changed the URL of our community, known as "The Lithosphere" back to Lithosphere.lithium.com.
More exciting than the World Cup Finals Game? Perhaps.
Regardless! Any time you try to head to community.lithium.com, you will be redirected. The same goes for other URLs such as forums.lithium.com and supportcases.lithium.com
We hope this makes navigation to the Lithosphere as seamless as can be.
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