My prediction - #ContentMarketing will be the foundation for #B2B Customer Experience bit.ly/2ccEPFF #cx

Nevada elections are so screwed. I tried to vote early but was refused because I wasn’t a resident for 30-days. Been to 3 precincts and the main NV Elections Department over the past 3 hours. I keep getting sent back and forth. They’re not letting me vote

Automation which causes friction - McDonalds has been adding kiosks to replace the cashiers. Not only does it take longer to find and order what I want, but the employees no longer pay attention to the customers and smile. They're just processing orders. #CustomerExperience #cx

Made the cash of the PokerStars Manila Megastack Mini Main. Came in 27 of 309 with 39 getting paid.

Make sure you're doing the fundamentals right, first. Before you try implementing the big flashy feature in the community, make sure you're doing the most important things very well. via Rebecca Houghton #CMXsummit

Community members have different needs based on what they want to get from it. Posters to a support community want to get in, ask a question to get a problem solved and get out. Many are not coming in to build a relationship. via Rebecca Houghton #CMXsummit

I used to manage a couple of social channels for Microsoft. When consumers had support questions, I would head to the Microsoft Support Community which had the answers to more than 90% of my questions. The community was very valuable in answering the biggest issues. #CMXsummit

Great model for showing the value Community brings to the organization - Land/Support/Expand/Retain. Show the metrics which community has on business impact. via @brianoblinger #CMXsummit

We need to change the conversation of Community as a cost center to one that delivers value to the organization. It makes the resources discussions more strategic. via @brianoblinger #CMXsummit

Vanity metrics may be helpful to measure the health of your community but when you engage with the rest of your organization, you need to talk about the kinds of metrics and business impact that they care about. via @brianoblinger #CMXsummit

The Community industry is constantly changing and not as well developed as other parts of the org. Having a mentor can be a big help as you develop your community strategy and evangelize it within your organization. via @shawnamjames #CMXsummit

Many orgs are challenged to find the proper home for Community - Marketing/Support/CS/Engineering. By creating a decentralized Community model, Community is integrated throughout the entire organization and managed strategically through one office. Rachel Hartley #CMXsummit

Getting organizational buy-in for Community takes both a bottom-up and top-down approach. It requires both grass roots excitement and engagement along with leadership commitment. via Rachel Hartley #CMXsummit

Importance of developing a Community Playbook to help communicate the vision up to the execs and throughout the entire organization. via Rachel Hartley #CMXsummit

Decentralized community approach - Having community owners within each organization group and tied together through the Community Program Office. via Rachel Hartley #CMXsummit

We don't have anywhere near the quality or quantity of the data we need. Many of our attempts to collect and present the data are currently failing us. via @richmillington #CMXsummit

Niche is the new normal. People want to get with other people like themselves. Don't just create a generic community but look at the micro-groups which focus on your community members' interests. via @LauraNestler #CMXsummit

Add value to community and they will add value back to you. @LauraNestler #CMXsummit

Brands need to be willing to give up control. We need to show the value that the community contribution brings to the business. via @LauraNestler #CMXsummit

Become hyper-focused on delivering business impact. Don't just do things that make you feel busy. Do things which show attributable value to the business. @LauraNestler #CMXsummit

Community efforts should not be seen as different from go-to-market efforts - they should be fully integrated with your GTM campaigns. via @LindaMLian #cmxsummit