Jacada Ltd. (NASDAQ: JCDA), a leading provider of customer experience management and process optimization solutions for customer service operations, proudly presents “Customer Service 2.0: Access the Experts,” a unique online blogging and customer education program exclusively on Jacada.com. As part of this educational series join Brent Leary, Co-Founder and Partner of CRM Essentials, for a complimentary webinar Thursday, October 21, 2010 at 11 a.m. ET. “I’m very pleased to be able to bring Brent Leary to the Jacada audience,” said Jennifer Childress, director of marketing communications for North America. “Understanding how to utilize new social channels and how to change the style of communication to fit this new space is something everyone is talking about.” Brent’s webinar, “ How Social Media, Location-Based Services & Mobile Technology are Changing the Rules of Customer Engagement,” will discuss the importance of integrating social tools into traditional customer service processes as well as the impact social media, location-based services and the latest mobile technology is having on the customer experience. “I’m looking forward to speaking about Social CRM trends in this upcoming webinar with Jacada,” said Brent Leary. “I think it’s important that businesses understand the challenges of integrating a social strategy within a traditional customer engagement but also realize the benefits associated with leveraging social channels to more effectively communicate with their current customers.” About Brent Leary: Brent Leary is a CRM industry analyst, advisor, author, speaker and award winning blogger. He is Co-founder and Partner of CRM Essentials LLC, an Atlanta-based CRM advisory firm covering tools and strategies for improving business relationships. He serves on the national board of the CRM Association, and on the advisory board of the University of Toronto's newly created CRM Center of Excellence. He's been quoted in several national business publications, including the Wall Street Journal, Newsweek and Entrepreneur magazine. He writes the Social CRM column for Inc.com's technology site, and serves as Blogger-in-Residence for TheSocialCustomer.com.