This session is sponsored by
Join the University of Oklahoma and Northeastern University to hear how they are harnessing the power of social listening and engagement tools. Learn how they have leveraged these tools to better connect to, and support their communities, even in times of crisis. What would you do if all of your normal channels of communication were offline, and #yourUniversityNameSUCKS was trending online? Learn how the University of Oklahoma increased customer engagement during a major outage by attacking the growing firestorm of customer frustration on social media head-on, and how you can do it too. Northeastern University will share how Salesforce Radian6 enabled them to better understand their University brand via social media channels, stay abreast of social conversations related to the University, and how they are preparing for the cultural shift of adding the ability to create cases from social media.
Makeda Keegan, Sr. Assistant Director, Enrollment Systems, Northeastern University
Makeda Keegan is the Senior Assistant Director of Enrollment Systems at Northeastern University where she develops and manages technology projects for the division. Ms. Keegan received her bachelors and masters degrees from Northeastern University and is currently a PhD candidate in the Northeastern University Law & Policy program.
Ken Kniskern, Customer Experience Lead – IT Services, The University of Oklahoma
Ken is an experienced manager and skilled people developer with over 20 years of strategic leadership experience in information technology. Throughout his career Ken has worked to leverage his passion for relational leadership to drive employee engagement and development. While working with Apple in human resources and operations management roles he was selected to facilitate training and on-boarding for the managers and executives in the South West region of Apple’s retail chain. In the past 2 years, he has worked to define and implement more efficient and effective hiring and on-boarding procedures for information technology professionals hired to work at the University of Oklahoma.
His skills in photography and design, his A/V and technical expertise, and his flair for presentation design and public speaking have helped him facilitate engaging training experiences across multiple organizations and disciplines throughout his career. He uses these training experiences to align the vision and strategy of the organization with a prioritization and focus on employee development, which ultimately influences and edifies the customer experience.