On today's show, we are talking to Molly DeMaagd; Director, Social Media Customer Care with AT&T. Over her 20 year career, Molly has worked her way up through the organization from Customer Service Representative to leading an entire team on social media - now serving as a Director. Hear about the customer challenges and expectations her team faces on a daily basis, and how she empowers her team to ensure customers receive the best possible experience. Gain insights on the importance of listening within the industry and watch out for Molly's predictions on what she thinks is next for customer service in social. Just what are the essential skills for a career in social media and what has been pivotal in Molly's growth and success? Tune in and find out!