Frank Eliason is on a mission. He wants to serve customers wherever they are. Several years ago he decided to take his mission to Twitter, where he began to solve customers problems. Since then, he’s created a team at Comcast which engages customers in a variety of social channels. We recently got together in Chicago and chatted about the potential for social media to move beyond communication and actually improve the product or service of a company. And the next big thing? Frank thinks it’s employee engagement. Have a look and let us know what you think.