This week’s best in customer engagement covers a variety of themes. These include digital media experts, social media engagement and even a list of the very best and worst in CS.

1. Roundtable: Experts Talk Digital Customer Engagement

In this article by Christopher Hall, he describes the DSA symposium and the gathering of industry executives. He outlines their responses to some very important questions about the digital experience.

2. Outstanding Customer Service in Social Media

Lois Gellar’s article about the role of social media in business helps to establish best practices in CS. Gellar addresses social media as the important CS platform that it is.

3. The 100 Best and Worst Companies for Customer Service

Sophie Christie’s article outlines the findings of the best and worst customer service ranked companies. Will the results surprise you? Maybe, but there are opportunities to learn from these rankings.

4. Why Businesses Should Go Beyond ‘Customer Service’

In this article by Frederic Forrest she features insights from leaders in the industry and in venture management. This piece establishes why customer service is just the beginning, and why you should think about stretching the term towards customer success.

5. Using Product Knowledge for Better Customer Service

Finally there’s my article about product knowledge and its role in building customer service excellence. Remember that when your customer service agents are confident about your product, they’ll be far more successful. This article offers some tips on how to leverage product knowledge.