Corporate Counsel

Harnessing Social Intelligence for proactive customer care and enterprise success. Explore how leading enterprises transform social data into actionable insights for enhanced customer experience and measurable ROI through unified contact center strategies. Jasnita Telekomindo Editorial Team In today's hyper-connected world, social media is not just a marketing channel - it's a goldmine of customer insights that can elevate enterprise-wide strategy and drive proactive customer care. The recent recognition of City of Hope, Cornerstone Building Brands, Atlas Copco Group, Teranet, and ETS at the 2026 Social Intelligence Awards highlights how forward-thinking companies are leveraging social data to achieve measurable ROI and enhanced customer engagement. Social intelligence refers to the collection and analysis of social media data to understand customer sentiment, detect emerging trends, and identify issues before they escalate. Integrating these insights into contact center operations enables businesses to: * Anticipate customer needs and deliver personalized support * Improve agent performance with real-time sentiment analysis and AI coaching * Develop omnichannel strategies that unify social channels with voice, chat, and messaging Studies show that 73% of consumers prefer brands that proactively engage with them on social media platforms, making social intelligence a critical component of customer experience (CX) strategy. Successful organizations are breaking down silos by embedding social listening and analytics within their Contact Center as a Service (CCaaS) platforms. This integration facilitates: * Centralized dashboards for agents to view social interactions alongside traditional channels * Automated escalation of social mentions to voice or video calls for complex issues * AI-powered chatbots that engage customers in natural language across social and messaging apps For instance, Jasnita Telekomindo's Toschat omnichannel platform consolidates WhatsApp, Telegram, Instagram, email, and live chat in a unified interface with AI chatbots. This empowers agents to deliver seamless, context-rich responses informed by social sentiment. Enterprises leveraging social intelligence report significant improvements in operational efficiency and customer loyalty: * 40% reduction in average handle time due to AI agent assist features * 35% increase in first-contact resolution rates from social channel integration * 28% uplift in customer satisfaction scores by addressing issues proactively These results underscore that social intelligence is not just about listening but acting decisively to convert insights into enhanced service. To harness social intelligence effectively, consider the following strategies: * Integrate social channels into your cloud contact center to eliminate data silos and enrich agent context. * Leverage AI-driven sentiment analysis and workforce management tools, such as Jasnita's TORO AI platform, to optimize agent performance and coaching. * Enable conversational AI chatbots across social messaging platforms to handle common inquiries efficiently, freeing live agents for complex issues. * Implement customer journey analytics that blend social behavior with CRM data to identify friction points and optimize engagement. Looking ahead, the convergence of social intelligence with AI and machine learning will further transform customer service. AI agents will anticipate customer needs, automate routine interactions, and provide agents with real-time coaching based on social mood and conversation dynamics. Moreover, integrating social intelligence with enterprise software workflows will enable proactive outreach - alerting customers about service disruptions or personalized offers before they even reach out. The 2026 Social Intelligence Awards spotlight how organizations turning social data into proactive, enterprise-wide strategies are leading the way in customer experience innovation. By integrating social channels into cloud contact centers, applying AI capabilities, and focusing on measurable outcomes, businesses can transform social intelligence from passive listening into a powerful driver of operational excellence and customer loyalty. For enterprises beginning their digital transformation journey, platforms like Jasnita's Toschat and TORO AI provide comprehensive tools to unify social messaging, AI agents, and workforce management - enabling scalable and intelligent social customer care. As social channels continue to dominate customer communication, embracing social intelligence will be vital to staying competitive and delivering superior, proactive service in 2026 and beyond. Branded, ready-to-share infographics for your marketing team Contact Center Innovation Explore how leading enterprises transform social data into actionable insights for enhanced customer experience and measurable ROI through unified contact cente... jasnita.com IDX Listed JAST

Cornerstone Building Brands closes Ohio vinyl window plant. Cornerstone Building Brands will permanently close its Walbridge, OH, vinyl window facility in December 2026, affecting 104 non-union employees. September 2, 2026 The December shutdown follows another recent plant closure in Missouri, reflecting challenging business conditions for the building materials manufacturer. Cornerstone Building Brands will permanently shutter its vinyl window and warehousing facility in Walbridge, OH, eliminating 104 jobs as the company responds to challenging market conditions. The Cary, NC-based company filed a Worker Adjustment and Retraining Notification (WARN) notice with the state indicating the plant will wind down between Dec. 1, 2026, and Dec. 31, 2026. The closure follows the recent shutdown of the company's Ply Gem site in Kearney, MO. "This action is being taken as a result of evolving market and business conditions that have impacted the company's operations and necessitated the closure of this facility," wrote Jennifer Horrocks, vice president of human resources for Cornerstone, in the WARN letter. "Prior to reaching this decision, the company evaluated alternatives in an effort to avoid or minimize the impact of this action but concluded that closure was unavoidable in light of the prevailing business circumstances." The 104 affected employees are not represented by a union and will not have bumping rights, according to the notice. "All affected employees have been notified of their expected separation dates and that their separations from employment will be permanent," Horrocks wrote. Employee separations will occur on a rolling basis beginning on or about Dec. 1, 2026, and continuing through May 27, 2027, with all separations completed no later than that date. Cornerstone Building Brands manufactures windows, vinyl siding, metal roofing, and wall systems. The company operates 93 manufacturing locations and 106 warehouses, distribution centers, and retail outlets. Editor-in-chief of PlasticsToday, David Hutton is a journalist with more than 25 years of experience as an editor and writer with daily newspapers and trade publications. A Kent State University graduate, he was born in Canton, OH, and is a lifelong writer. David started his professional career as a reporter and page designer with the Parkersburg Sentinel in Parkersburg, WV. He returned to his hometown, taking a role with the Massillon Independent, where he rose to the position of managing editor. David's career next took him to October Research Corp., where he worked for trade publications in the real estate settlement services industry before returning to daily newspapers as news editor for The Times-Reporter in Dover-New Philadelphia, OH. While there, he oversaw design of the newspaper and won an Associated Press award for Best Page 1 Design. In 2012, David joined the staff of Plastics News as research analyst. He was responsible for the production of data research reports providing analysis of various segments and end markets of the plastics industry. He also produced content for the publication. In 2019, David joined Ophthalmology Times, serving as managing editor of the publication covering the latest advancements in the ophthalmology industry for physicians and clinicians. David lives in Canton, OH, with his wife, Arionne. They have three grown children, Paige, Chandler and Connor. Their "zoo" also includes two cats, a parrot, and a pug, named Freddie. An avid sports fan, David follows the Cleveland Browns, Cavaliers, and Guardians as well as the Ohio State Buckeyes. He also enjoys movies, classic rock, and reading. He enjoys sports cars, and owns a Camaro and a Corvette. Want more PlasticsToday in your search results? Editor's choice. Sep 2, 2026