Denver International Airport (DEN), owned and managed by the City and County of Denver, uses innovative social media, social listening, and social care solutions to engage customers, improve service, and reduce administrative burdens. DEN responds faster by delivering information and resources across more than 30 social media and digital channels.

Marco Toscano, Director of Customer Experience at DEN, will discuss how Denver modernized customer service and engagement with social media, AI, and automation technologies. He will also share the analytics that enable counties to improve the information, resources and services delivered to the community. Providing excellent service, engagement, and support is an obligation that requires precise, accurate, and timely communication.

Webinar topics include:

• Empowering customer service agents to deliver reputation-safe messages in real time across 30+ social media, messaging, chat, and voice channels.
• Improving the quality and responsiveness of customer and resident engagement with a single platform for customer service, communications, and public relations.
• Rapidly communicating to the community with context and personalization to minimize the impact of emergencies on travelers, residents, and businesses.
• Streamlining workflows to reduce time-consuming approval processes, increase security, and ensure accuracy.
• Monitoring customer sentiment, evaluating service outcomes, and analyzing engagement with AI, dashboards, analytics, and reporting.

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