Understanding the true business impact of social

For most brands, social media has become one of the most influential customer touchpoints — shaping discovery, trust, advocacy, and even service experiences. Many of these interactions now happen in real‑time moments that influence perception long before a formal campaign touchpoint.

Yet measurement frameworks remain largely campaign-centric and channel-specific. Analysts increasingly point out that while brands track engagement, reach, and conversions, they still lack visibility into how social drives brand perception, consideration, and long-term business outcomes across moments in the full customer journey

In reality, the majority of brand conversations now happen outside paid campaigns, in communities, creator content, reviews, and service interactions. Without a unified view of paid, owned, and earned signals, marketing leaders lack visibility into which conversations and moments are shaping customer decisions and whether social is truly building brand equity or simply driving short-term metrics. This session explores how leading brands are redefining social measurement — shifting from channel KPIs to a clearer understanding of how social contributes to brand equity, customer experience, and growth.

Through this webinar, you will learn how to:

• Unify paid, organic, and earned data to understand total social footprint across key moments
• Connect social activity to brand health and customer experience metrics in real time
• Measure influence beyond last-click attribution
• Use AI‑powered analytics to surface insights across conversations, not just campaigns
• Elevate social from execution channel to strategic business intelligence input
  

Speakers include:

Marjon Wolfe
Senior Solutions Consultant
Sprinklr

Marjon Wolfe is a Senior Solutions Consultant with extensive experience helping enterprise organizations translate digital behavior into measurable business outcomes. She specializes in working with behavioral analytics and digital experience data to inform strategy, enabling organizations to better understand customer needs and optimize their digital ecosystems. In her role, she partners with cross-functional teams across product, marketing, and engineering to lead discovery processes, deliver solution demonstrations, and design proof-of-value programs. She has particular expertise in connecting data to business impact, simplifying complex technical concepts, and supporting the implementation of SaaS solutions, including APIs, SDKs, and JavaScript integrations.

Georgina Wilczek
Event Host
CX Network

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