Gartner Expert

Before joining Gartner, the primary focus of Mr. Wilson was on using social media insights to inform advertising, marketing and customer service efforts online and offline. Major roles also included:

- Social media strategy: Aligning and leveraging social media in the U.S. and abroad to achieve customer engagement and branding objectives while delivering positive ROI.

- Social media listening: Using proprietary and off-the-shelf tools to monitor consumer conversations, analyze sentiment, identify key brand opportunities and consumer pain points and track competitive activity.

- Social media customer service: Helping clients achieve best-in-class social customer service operations by setting and monitoring service levels and staffing requirements, creating content and escalation processes and building influencer networks, while aligning with branding.

- Metrics and reporting: Developing marketing and executive-level dashboards to deliver quantitative analysis of social reach, engagement and ROI across Facebook, Twitter, Pinterest, Instagram, YouTube and LinkedIn.

- Crisis management: Providing near-real-time analysis of social and mainstream media reports during high-visibility events.

Ogilvy, Associate Director, 1 years

Wunderman, VP, Group Director, Customer Insights, 19 years