Hello Atlas members! Don't forget the Khoros Holiday Freeze is coming up! Learn what to expect for non-critical platform maintenance during the holidays If you haven't signed up to receive the Customer Newsletter, you're missing out on the latest and greatest from Khoros! Sign up today!   Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Hospitality Brands: Facing the Pressure with Digital Solutions + NEW AUDIBLE VERSION It’s clear that travel brands need to expand their reach into new customer engagement methods, but what might be the best path to accomplish this? Thankfully, Khoros’ customer Airbnb has provided a perfect game plan. [Podcast] Customer Experience As a Two-Way Conversation In this episode, Nate Jaffee (nateprayt), Head of Strategy at Praytell, talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. True story. By listening to his customer’s conversations, today’s guest not only understood their business better but also scored hundreds of followers on his oceanography Twitter list. Marketing Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. How General Motors Found a Best-in-Class Social Media Management Solution with Khoros The GM Social Media CoE needed to find the best listening, engagement and customer care tools to deliver a first-class experience across social for its fans, so they decided to reevaluate GM’s social media management software to better deliver on that promise. 2023 Social Media Trends: How to Disrupt a Disruptive Consumer In this social media trends report, presented by Talkwalker and Khoros, we're focusing on the 10 most important trends that will define social media engagement in 2023. Deep listening and insights lead the way this year. Download the report today to get the full story. Khoros Marketing Release Notes, October 2022 Analytics Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics Publishing When images are uploaded as part of a post, alternative (alt) text can be pre-filled based on the returns suggested by image detection API. Care Khoros Care Customer Feedback Coaching Session Collect feedback from your customers with a high level question NPS or CSAT survey, and report on the results in Khoros Care! Tagging in Khoros Care OverviewPosts in Care can be marked with tags that enable agents to drill down into specific issues or product mentions. Agents can filter their Available queue by specific tags and review, change, or add tags to individual incoming posts. Khoros Care Release Notes, week of November 14, 2022 Including updates to the Instagram integration moderation actions, the automatic creation of new conversations for Secure Form responses, and the addition of an author's Khoros Community email address in the Author Profile. Communities Community ROI: Embracing Humanity’s Desire to Help why would any customer spend their valuable time and resources answering strangers' questions on an online forum?For some community managers, this question isn’t of massive importance. It’s extra work and research to understand why customers answer strangers’ questions in digital communities. Atlas Series: Reward & Recognition It's never too late to learn how to give your users the best community experience Learn about effective recognition initiatives that encourage community users to participate in a more meaningful way, bringing you closer to your goals of an active and valuable community of users! Khoros Communities 22.10 Release Changed forum discussion subjects rendered properly in replies and community widgets Move Blog or Knowledge Base drafts to a different community location Remove EXIF data from images based on allowed listed tags Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Upcoming Snack Breaks & Hot Takes: Essential community features and tools for 2023 - Wednesday, December 14th | 9am PT Join our upcoming Snack Breaks & Hot Takes session featuring Vishal Sharma (CTO of SearchUnify), Erica Kuhl (Strategic Community Consultant) and our very own Jonathan Wishart. In this session, you will learn about the must have, good to have and nice to have community technologies to help drive informed decisions when building out your 2023 community budget. Available On-demand Beyond the Roadmap: TikTok & Talkwalker Deep Dive Check out our on-demand Product Webinar Beyond the Roadmap and learn how integrating with the industry’s leading deep listening platform — Talkwalker Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Thanks @tminett94 for asking how people manage Care once it's integrated with the Community solution, and to @jamiemccardle for sharing her process. You roc Kudos to @Drew_C  for a quick and helpful response to @VikasB's thread on the best way to confirm whether content is gated in a community. Appreciate you two working together! Huge thanks to @calley_oneil for starting such a solid and advice-filled discussion with fellow Titans chiming in on how to redo a community rank structure! If you're thinking of doing the same, we recommend reading the advice in this thread.   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @StanGromer  , @jamiemccardle, @sdhake, @VikasB, @Lief,  @CarolineS, @lolagoetz, @tyw, @beacampos, and @JasonHill! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status  ... View more

Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Khoros + SearchUnify Partnership Combining the power of Khoros’s enterprise-grade communities software and SearchUnify’s AI-driven enterprise search solution to increase community engagement, improve customer satisfaction, and further reduce support costs. An Interview for Change: How AI and Automation Drive ROI Khoros has been a social care leader for years, but a tool is only as valuable as the one who wields it. Get to the bottom of the best ways to use and prove the ROI of Khoros Care with Khoros product marketing expert Josh Snider. How to transform your contact center into a revenue source  Contact centers aren’t just expenses. They can also create significant value. Learn how to turn y six important steps you can take to empower frontline employees to build meaningful relationships with customers. [Podcast] Diversifying Metrics and the Rise of the Conversation Curator  Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are.   Marketing Are you there ROI? It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it.  Auto-Generate Alt Text in Publishing When an image/images are uploaded as part of a post, alt text will be pre-filled based on the returns suggested by image detection API. This feature will be ON by default. New Coaching Video: Guide to structured labels  Structured labels bring more context and hierarchy to the labels you use to categorize items in Khoros and make adding labels to content faster, easier, and more accurate for users.   Care Are you There ROI? It’s Me Care: A Cost Savings Series from Khoros  A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them with a vast influx of volume during a nationwide event and promotion. So, how did they do it? Was it the stars aligning? Some kind of holiday miracle? Read on to find out. NEW Coaching Video: NPS/CSAT  Enable users to privately share their feedback with your brand after a customer service interaction. Gain real-time one question feedback from your customers and save time and time from larger surveys. New Coaching Video: Agent Activities Metrics Overview  Agent Activities gives you visibility into how the agents are using the app and how they are managing their work on conversations. Use this to measure and improve agent performance for better ROI and Cost efficiency. Secure Forms Link Expiration  Add an additional layer of security to the form by setting a specific amount of time before access the form after the link expires. Manage View Updates  You can filter posts and conversations in any general conversation column based on the latest activities, including the smart view column. Care admins can now grant or revoke roles and column access for Manage View users. Manage View offers a quick search option as a way to narrow down column contents. We've added URL search for the Conversation columns using the source URL, similar to the Manage View global search.   Community Community ROI: Embracing Humanity’s Desire to Help  Few articles and resources are diving deep into exactly why brands are finding high levels of value and success with their digital communities. This article aims to change that. Atlas Series: Secure Executive Support for your Community  Join the event on Wednesday, October 12th to watch a lively panel discussion with experts from Khoros, SearchUnify, and the American Society of Civil Engineers on how to build the ultimate technology infrastructure for Communities 3.0. [Podcast] Keeping It Simple: Building a Memorable Community Experience  With over 20 years of experience, including running gamer forums before he even got to high-school, Stan Gromer knows patience is key when nurturing a community. Pull up your notepad and walk away with a few lessons!   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right), and type Customer Access. Upcoming 2023 Social Media Trends: Align your strategy with disruptive consumers  Thursday, Nov 3 | 1pm ET | 12pm CT | 10am PT Join Natanya Anderson, General Manager of Strategic Services at Khoros, David Low, Chief Marketing Officer at Talkwalker, and Dan Rucolas, Lead, Marketing Reporting and Information at KraftHeinz as they discuss trends that will define social media in 2023, and how brands can turn insights into action. [In-Person Event]  Khoros x Google | The Power of Chatbots & Conversational Commerce  Tuesday, Nov 15 | 1pm ET | 12pm CT | 10am PT It’s been a while since our last event in San Francisco, so to mark this return, we’re teaming up with our partner, Google, to bring you a Connect event packed with discussions, networking, and lunch with a view! Available On-demand Khoros Community Roadmap Q&A  On September 29, General Manager of Community at Khoros, Nick Hill, answered questions posed by Khoros Communities customers during a live Q+A post a Khoros Roadmap presentation - check out the conversation! Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down those information silos and fragmented systems, giving your customer-facing teams all the interactions and AI-powered insight right at their fingertips within the Khoros platform. Check it out on-demand along with resources to help you succeed!   Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. High five to @calley_oneil for the awesome topic starter on the best way to remodel community ranks! It generated 23 replies with clever ideas from our ever-helpful Titans. Check them out here. As if building an online academy weren't enough, @StanGromer is back at it showing off custom moderation enhancements using our Community solution. So cool, thanks for sharing this with us!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors: @VikasB, @sdhake, @JasonHill, @StanGromer , @keithkelly, @Lief, @CarolineS, @elbranscomb , @tyw, and @matthew_cowan,! Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more

Welcome back to Titans of Customer Engagement, A Customer Experience Podcast proudly presented by Khoros. This week we sit down with Maria Ogneva (@themaria) , Sr Director of Community & customer marketing at Invoca to break down how to build a wide-reaching and stable digital community.  Hear first hand how to position your community to benefit both your customers and your colleagues. Here’s a sneak peek into the episode Ways to build your broad-based coalition with executive backing. Staying aligned on goals and KPIs with a steering committee The importance of getting into the habit of reporting how you’re meeting your goals. The value of slowing down to move faster down the road. Working with CSMs so Community works for them, freeing up their time from repetitive Q&A across their customers. To hear more interviews like this one, subscribe to Titans of Customer Engagement on your favorite podcast platform to hear more interviews like this one.  Apple Podcasts Spotify Amazon Google Podcasts ... View more

Can you believe it's already Fall?  Here’s the Atlas content you do not want to miss! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access Khoros Innovate On-demand + Roadmap Resource Roundup Our latest roadmap aims to help you break down information silos and fragmented systems. Watch it now on-demand along with resources to help you succeed!!  2022 Khoros Kudos Awards Winners and Runner-Ups We announced the Kudos Awards Winners and Runner-Ups at Khoros Innovate last week. Hear directly from the customers themselves and read their submissions here! Servicing customers during a crisis Help defend your brand during a crisis while improving efficiency. In an age when everyone can be a video journalist or digital columnist, a brand’s simple mistake can end up costing hundreds of thousands, if not millions of dollars. Hospitality-Brands-Facing-the-Pressure-with-Digital-Solutions  With only a handful of support and engagement channels, travelers have been left on hold for hours. Khoros is here to prove there’s much more to customer engagement in the travel industry than Twitter and outdated phone systems. Your partners for seamless social media management and deep listening  We’re combining Khoros' industry-leading social suite with Talkwalker’s best-in-class deep listening. Explore trends and act on market insights — all from a single platform. Learn more about how we can help you win in your market. Marketing A Tale of Two Teams: Publishing Natively or In-app + NEW AUDIBLE VERSION  Centralize processes to make for a smoother publishing experience. Publishing already has enough challenges; switching from native to in-app doesn't have to be one of them.  NEW Marketing Publishing Overview video  This session will demonstrate the how basic calendar and publishing functionality for social channels of interest can help bring more value to your campaigns. NEW Content Center Overview video This session will provide you with the information needed to add, organize, and sharing your content within the Content Center.   Care Take a tour of our Accelerated Community Management solution Take an interactive product tour of our Accelerated Community Management solution to see how our comprehensive moderation and management tools provide faster and more flexible customer support operations.   Communities Great SEO Builds Community, and Great Community Improves SEO  A thriving community is often based solely on user traffic. Just because you built it in the digital world doesn't necessarily mean the people will come. Communities across the digital sphere are dependent on the lifeblood of traffic.  Community Analytics: 8 Best Practices You Don’t Want to Miss! Check out these eight tips you can use today to help you understand what content your customers are searching for, and better strategize how to engage them.   Webinars & Events Some event areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access Upcoming Talkwalker Connect | LondonHouse | Chicago | Nov 10 Google Connect | Google Office | San Francisco | Nov 15 Available On-demand Khoros Innovate On-demand + Roadmap Resource Roundup Engaging Atlas Discussions Some discussion areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access Kudos to @Drew_C and @elbranscomb for helping a new community manager! They both gave great overviews on how to think about measuring community KPIs. @Finney0225 asked a great question about awarding badges in the Community for platform integrations, and got some helpful responses from different perspectives. Thanks @LarryI, @VikasB and @StanGromer! Props to @MattV for helping out @radhika_kundana! They discovered a way to solve their problem and earned an accepted solution. High five to both of you!   Top Engaged Contributors Special thanks to the current Atlas Top Engaged Contributors:@radhika_kundana, @CarolineS, @StanGromer , @JasonHill, @tyw, @Lief, @VikasB, @Drew_C , @MarkAtTruth , and @elbranscomb !   Want a chance to be a part of this elite group? Learn about what it takes to ascend to Titan status ... View more