What will social listening and customer care look like this year?
2019 was a big year for social media with trends shifting from social management and towards social intelligence as discussed in our recent blog. As we now find ourselves at the start of a whole new year (and a new decade!) who better to set the stage for what's to come than the Twitter Official Data Partners?
From social listening to customer care, we asked senior thought leaders to share what’s in store for the industry in 2020. In response, this group shared their vision on trends, themes, and goals to come for this year.
"While social listening tools will continue to evolve, we predict that in 2020, we'll see the greatest advances in marketers' own sophistication and use of insights to influence and inform the rest of their organizations."
CMO, Sprout Social
"2020 is a special year in Japan and we believe trend detection is a key to success. We believe it is necessary not only to extract and visualize Tweet-related information from keywords but also to capture what trends are occurring from communication and engagement on Twitter."
Executive Manager, NTT Data
"Brands are beginning to use Twitter to gain product insights and location insights; and use that data to modify their products and improve retail experiences. The value of this unstructured feedback on Twitter makes it the modern focus group for customer-centric brands."
Chief Experience and Marketing Officer, Sprinklr
"Advances in AI will enable companies to be far more real-time in social listening and more proactive in their responses. Leading enterprises will focus on detecting emerging events and nascent trends, enabling faster response and more effective risk mitigation and management."
CEO and Chairman, Dataminr
"In 2020 and throughout the next decade we predict a need not only to collect and analyze ever-growing unprompted conversations from consumers, but also to collect prompted views and opinions from billions of consumers across the globe."
Director of Product Marketing, Brandwatch
One thing we know for sure is that in 2020, people will continue to come to Twitter to see and talk about what's happening in the world as it’s happening. And, the data and insights generated from that conversation have the potential to transform and deepen our understanding of the people and topics important to us.
To learn more about the Twitter Official Data Partners, head to partners.twitter.com.