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Inside ZoomInfo’s CX SWAT Team with Justin Levy
Manage episode 474764786 series 3629007
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What if your brand had a team trained to respond on social media in real time—with legal, sales, and privacy experts jumping in directly to resolve issues? That’s exactly what ZoomInfo built.
In this episode of The Social Media CX Podcast, I chat with Justin Levy, Director of Social and Content at ZoomInfo, about how their Social Media SWAT Team is redefining CX. We unpack how they structured it, why they created it, what KPIs they track, and how they balance reactive support with proactive listening.
What You’ll Learn in This Episode:
🚨 Why ZoomInfo built a 100+ person cross-functional “SWAT Team” for social media
📉 How they reduced negative sentiment and competitor grabs on social
📣 What KPIs they track (and report to leadership) to measure CX success
🧠 How they manage complex issues across teams like privacy, legal, and sales
🔍 The tools and tactics they use for social listening—even when APIs don’t cooperate
🧰 What to avoid when building your own team—especially when it comes to trolls
🎉 Why celebrating positive mentions is just as important as managing complaints
📈 How their system proactively informs product, packaging, and customer strategy
This episode is a must-listen for any brand looking to level up their social care and CX strategy with smart structure, clear metrics, and real human connection.
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