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Jessica Dillon (​@jess.dillon), Social Media Community Specialist at ETS, was running social care for the world's largest private educational testing organization largely on her own. Customer interactions were scattered across platforms with no way to track response times, spot recurring issues or connect what customers were saying to what other teams needed to know, especially as volume kept climbing across ETS’ family of brands including GRE, TOEFL and Praxis.Using AI-powered sentiment analysis and Tagging in the Smart Inbox, Jessica turned a fragmented, reactive care process into a system that uses Sprout Social to surface patterns early enough for other departments—not just social to act on them. Turning individual conversations into company-wide signalAs customer inquiries and engagement volume grew, recurring patterns around at-home testing, score reporting, and registration provided valuable insights into the customer experience. By identifying and tracking these trends, ETS was

Maria Policelli-Sohrabi (​@maria.policelli-sohrabi), Digital and Social Media Marketing Manager at Teranet Inc., knew that PurView, the company's B2B property intelligence platform, had a trust problem baked into every piece of content it published: like many industries, mortgage brokers don't trust brand messaging; they trust each other. Nielsen's Global Trust in Advertising report* found that 92% of consumers around the world trust earned media—like recommendations from friends and family—above any other form of advertising... and PurView had no channel where real brokers could validate the product in their own words. Using Social Listening, the Teranet marketing team identified which of PurView's existing users already had credibility and reach in the mortgage broker community online, then built an ambassador program around those users instead of around centralized, brand-authored content. Finding advocates with built-in credibilityRather than starting from a customer list, the team

Operating across multiple business areas, divisions and local markets, Atlas Copco Group faced a steep challenge: how to maintain global brand trust and compliance without slowing down local teams’ ability to move with their respective audience. To solve this, Pankaj Kumar (@PankajKumar) in Atlas Copco Group shifted the organization's approach from reactive online reputation management toward a model of proactive governance—empowering teams and turning social data into a  reliable signal of brand health. Moving from monitoring to decision supportAtlas Copco Group recognized that online audiences form brand perceptions long before teams can understand the perception and craft a response. The challenge wasn’t just publishing branded content consistently—it was maintaining governance and visibility across dozens of local accounts. They framed social intelligence as a forward-looking decision-support system, supported by social listening built to see trends before they form. Building a pro

With 35 brands supported by lean marketing teams, Chelsey Godfrey (​@chelsey.godfrey), Social Media Marketing Specialist at Cornerstone Building Brands, watched teams spend more time building reports than taking action on them. Each business unit had its own goals, but gathering and interpreting the data needed to answer questions that were manual and inconsistent, and executive leadership had no single, enterprise-wide view of social performance to inform strategic decisions.Using Analytics, Competitor Analysis and Social Listening in Sprout Social, Chelsey centralized disparate analysis approaches into automated, brand-specific reports, freeing teams to act on insights instead of building executive decks and wading through raw data. Turning reporting into a shared strategic assetThe gap wasn't a shortage of data: Cornerstone Building Brands already had strong analytics, competitor intelligence and listening in place. The issue was that individual teams didn't have the time or resourc

The votes are in and the results are official. Out of an incredible pool of finalists, five stood out for the depth of their strategy, the rigor of their data and the results they drove for their business. Congratulations to this year's Social Intelligence Awards winners. Best in Social IntelligenceThis flagship award is for organizations placing social intelligence at the center of business strategy. The winner is: Makenzie Bowker, City of Hope — ​@makenzie.bowkerMakenzie's team brought real-time community insights directly into campaign development and patient care initiatives, building the organization's first centralized storytelling hub along the way. Precision ImpactThis award recognizes measurable business growth and ROI driven by full-funnel social insights. The winner is: Chelsey Godfrey, Cornerstone Building Brands — ​@chelsey.godfreyChelsey centralized reporting across 35 brands into automated, brand-specific insights, a shift that helped drive a 122% year-over-year jump in