Who Owns Social Care? (And Why That’s the Wrong Question)

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:Why ownership models alone don’t predict successWhat high-performing brands are doing differentlyThe real value of social listening (and why many orgs miss it)A simple framework to reveal where your approach might be stuckIf you're ready to move beyond debates and start building true cross-functional CX, this episode is for you.Mentioned In This Episode:Download the State of Social Care Report 2026Paige Walker on social listeningLet’s Settle This:In an ideal world, who should lead social care?MarketingCustomer ExperienceSupportA cross-functional teamOwnership debates can stall progress. If you could design your team from scratch, who would lead social care—and why?Rate This Podcast:If this sparked a new idea or uncovered a blind spot, leave a review at ratethispodcast.com/smcx. We read (and celebrate) every one!