Скачать или смотреть The Social Listening Framework That Turns Signals Into Strategy

Who owns social care in your organization? If that question’s still being debated, the real issue might be structural, not strategic.

In this episode of the Social Media CX Podcast, Brooke Sellas unpacks the orchestration gap holding many enterprise and regulated brands back.

You’ll learn:
🧠 Why alignment beats ownership
🧠 How to assess your org’s orchestration gaps
🧠 What high-performing CX teams do differently

🎯 Mentioned:
✔️ State of Social Care Report 2026: https://bsquared.media/the-state-of-s...
✔️ Rate the podcast: https://ratethispodcast.com/smcx
✔️ Paige Walker on social listening:    • Hershey’s Social Listening Playbook  

If this sparked a new idea or uncovered a blind spot, leave a review at ratethispodcast.com/smcx. We read (and celebrate) every one!

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🕰️ What’s Inside:
00:00 The social care debate that won’t die
00:51 Why “ownership” is the wrong question
01:37 Where social care stalls inside regulated orgs
03:09 4 ownership models from the State of Social Care 2026
03:37 What high-maturity orgs get right
04:43 The problem with insight without influence
07:22 How executive buy-in and shared metrics change everything
08:57 The connective tissue of social care
09:15 A 2-column audit to uncover your orchestration gap