Our first keynote speaker is David Muir is CEO of The Channel, one of WPP's knowledge centres.He made the telling point that customer rage online is more often than not driven by a sense that organisations simply aren't listening...when the technology for doing so is seemingly at its most prevalent ever.
Here are some great YouTube clips that he showed us in illustration of the permanent changes sweeping the comms industry:
See the selection of remixes for this last one!
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