Social BPM is more than just "social" because in addition to enabling direct customer conversations and collaborations - which any social enterprise platform can do - it also provides the means to track those interactions, keep them as an audit trail in the customer case, and learn from them to improve the product and service experience.

According to Leggett, "Your service experience should let customers start an interaction over one communication channel and complete it over another. To make this happen, CIOs must ensure that channels are not implemented in silos, but are integrated so that agents have a full view of all customer interactions."