In their SocialMedia.org Member Meeting case study presentation, Capital One’s Principal Product Manager of Social Media Monitoring, Andrew Kauz, and Senior Brand Manager, Sherry Roper, explain how they decentralized their listening command center strategy to raise the importance of social data. They also talk about how their Spark Newsroom allows them to leverage social to offer additional service offerings to the team and business partners.

1. SOCIALMEDIA.ORG
CASE STUDIES
Member Meeting 35
New York
5-20-2015
Learn more about Member Meetings
socialmedia.org/meetings
Capital One
Andrew Kauz and Sherry
Roper
Command center everywhere:
Decentralizing the command center

2. Confidential
Andrew Kauz and Sherry Roper
Command Center Everywhere
Decentralizing the Command Center

3. 2Confidential
The exchange became the physical embodiment of the voice of our customer.
But a single room can’t support the needs of a large business.

4. 3Confidential
The distributed Command Center Model:
A Command Center as hub, other locations as spokes.

5. 4Confidential
The secret to buy-in is finding the right balance of business value and the cool factor.
Don’t underestimate the appeal of spreading exciting technology across your offices!

6. SPARK NEWSROOM CASE STUDY:
Newsroom is both a cross-functional team AND a room
with a listening command center in it
Strategy
Production
Distribution
Promotion
Listening &
Engagement
Measurement
Content
Engine

7. *
SPARK NEWSROOM CASE STUDY:
Today’s Content Distribution Ecosystem

8. SPARK NEWSROOM CASE STUDY:
We’re using listening power to influence the organization
EDUCATION INNOVATION
INSPIRATION

9. CONTACT
Andrew Kauz
Andrew.Kauz@capitalone.com
IG & TW: Kauza
Sherry Roper
Sherry.Roper@capitalone.com

10. Learn more about past and
upcoming Member Meetings
socialmedia.org/meetingsSOCIALMEDIA.ORG
CASE STUDIES
Member Meeting 35
New York
5-20-2015
Learn more about Member Meetings
socialmedia.org/meetings