Lois Townsend

Lois Townsend
Global Manager, Social Media Strategy, Hewlett Packard Consumer Support


Lois Townsend manages the Social Media Strategy team for HP’s consumer support global operations. A 25 year HP veteran, Lois focused on using the web to deliver support for the last 10 years. Today, her team sets the strategy and delivers social media capabilities to millions of HP consumer customers. She says, “Social media empowers our customers, lets them tap into the expertise and knowledge of the ‘virtual HP community,’ and gives HP the chance to hear directly from customers, everyday.”

One of her recent achievements was leading the team that launched the HP Consumer Support Forum in November 2008. Since its inception the Forum has broken all known benchmarks and exceeds the forecasted usage by more than 50 percent. After the original English site launch, it has been deployed globally in six additional languages: English, French, German, Korean, Portuguese, Simplified Chinese, and Spanish.


Focus on Enterprise
Location: 2009 Level:
Moderated by:
Natalie Petouhoff (Ex Forrester Research)
John Belanger (Yahoo! Inc.), Jaeme Laczkowski (LeapFrog Enterprises, Inc.), Keith Redfield (Juniper Networks), Lois Townsend (Hewlett Packard Consumer Support)
Average rating: ****.
(4.30, 10 ratings)
This panel will define what Web 2.0 and enterprise social communities look like today, discuss the basis for deriving business value from them, and also talk about how these communities are the future of customer support. The panel will also explore how Web 2.0 communities and Social CRM will not only improve services, but also deliver innovation and brand promotion. Read more.
Silverlight Showcase
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  • Adobe Systems, Inc.
  • Ericsson
  • Germany Trade & Invest
  • IBM
  • Berlin Partner
  • blueKiwi
  • EffectiveUI
  • HP
  • Neustar, Inc.
  • OpenSRS
  • OpenText
  • PayPal
  • Pearltrees
  • The Planet

Rob Koziura
(415) 947-6111

Kaitlin Pike
(415) 947-6306

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