There’s a reason social care keeps hitting roadblocks—and it’s not about who owns it.

In this episode, I unpack what we’ve uncovered in our State of Social Care 2026 Report: Ownership debates often mask deeper structural issues. And when teams are misaligned, even the best tools or intentions fall flat.

You’ll hear:

1. Why ownership models alone don’t predict success
2. What high-performing brands are doing differently
3. The real value of social listening (and why many orgs miss it)
4. A simple framework to reveal where your approach might be stuck

If you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.

Mentioned In This Episode:

1. Download the State of Social Care Report 2026
2. Paige Walker on social listening

Let’s Settle This:

In an ideal world, who should lead social care?

1. Marketing
2. Customer Experience
3. Support
4. A cross-functional team

Ownership debates can stall progress. If you could design your team from scratch, who would lead social care—and why?

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