Day One: Industry Sessions
Monday, May 2

Day One of the Symposium will include breakout sessions organized by SOCAP’s featured Industry Communities. Attendees will be asked to attend the industry sessions that most closely align to the industry vertical they currently work in. The industry sessions for the 2011 Symposium are being developed and organized by SOCAP’s Industry Champions who represent top brands from each industry community. Each industry session will be offered as two 90-minute sessions on Day One (a morning and afternoon session). The current session topics for the industry sessions are:

• Consumer Packaged Goods (Food & Beverage/Household Personal Care)

  • PART I: Food Safety Modernization Act: Is Your Team Ready?
    The Food Safety Modernization Act has passed. Is your team ready? Lynn Reilly of Pinnacle Foods Group LLC and Melanie Neumann, Esq. of RQA, Inc. and Neumann Law Office, Ltd. have partnered to assess the impact on Consumer Relations. Together, they will provide insight into how your team can best prepare for this historical Act to become a reality.
  • PART II: Best Practices in Quality Monitoring
    Presenters: Neal Eggers, VP, J.Lodge; Cindy Fritton, Manager, Consumer Affairs, ConAgra Foods; Sue Holden, Consumer Insights Manager, Seventh Generation; Brian Sheehan, Manager, Customer Experience, Telerx; Jack Sullivan, Manager, Operations & Training, Unilever
    How does your company do quality monitoring?  Are you doing enough monitoring?  How does your company stack up against other Consumer Packaged Goods (CPG) companies on quality monitoring?  Join other CPG companies (Food & Beverage and Household Personal Care) for an in-depth panel discussion on the best approaches and techniques for quality monitoring.  Get useful tips and ideas on how you can achieve greater consistency and accuracy with your monitoring as well as work more efficiently and reduce risk.  Attendees are encouraged to bring samples of your call monitoring forms to this session for benchmarking purposes with panelists and other session participants.

• Financial Services (NEW!)

  • Using Social Media to Innovate the Customer Banking Experience
    Presenter(s): Frank Eliason, SVP, Social Media, Citibank; Sal Tripi, Senior Director of Operations & Privacy Compliance, Publishers Clearing House; Anthony DiResta, Partner, Winston & Strawn LLP
    Hear from top experts from the financial sector on how banks and other institutions are leveraging social media to innovate the customer experience.  Gain new ideas on what innovation looks like within the financial services world and some leading-edge technologies that are helping to expand the ways consumers engage with their banks.  This session will also include a panel discussion on the regulatory and compliance issues facing the financial services community along the major opportunities, challenges and pain point issues facing this sector now and in the future.

• Healthcare (includes Pharmaceuticals & Medical Devices)

  • How to Be Compliant and Maximize Efficiency in a Regulated Environment
    Presenter: Cheryl Duwve, Vice President, Customer Support, Roche Diagnostics; Matt Cohen, Industry Group Director, Clarabridge; Alex George, VP Social CRM Solutions, Astute Solutions; Sarah Meenach, Application Consultant, Wilke/Thornton
    This session will feature a discussion from Roche Diagnostics on how healthcare companies can maximize efficiency and leverage resources in a regulated environment.

•   Retail & Consumer Goods

  • Achieving Effective Self-Service Rates
    Presenters: Andrea Meester, Assistant Vice President, North American Membership Group; Karen Vaughn, Vice President, Call Center Management, Guthy Renker
    Learn how one retail organization made tremendous strides to increase its self-service rates. Also, take part in discussion with several leading retail brands on e-commerce and global outsourcing.

• Travel & Hospitality

  • The Changing Landscape of Online Engagement and Its Impact on the Travel & Hospitality Industry
    Presenter(s): Terry Jones, Kayak.com
    Join your peers from leading brands in SOCAP's Travel and Hospitality Industry Community during the 2011 Symposium for a stimulating, open and intimate conversation on the changing landscape of the internet and its impact on the travel and hospitality business. The discussion will focus on the opportunities and challenges facing the industry as companies expand their outreach and increasingly engage with consumers through online channels using social media. Find out what other travel and hospitality are doing on engagement. Share best practices, network and collaborate on the common issues we face as a community. Terry Jones, Founder of Travelocity and Chairman of Kayak.com will be a featured guest at this session.

Cancellation Policy:

Refunds for cancellations must be made in writing (via email or fax) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 8, 2011. No refunds after April 8, 2011. Substitutions will be gladly accepted at no charge until April 15, 2011. A $150 fee will be charged on any substitutions made between April 15 and April 25, 2011. No substitutions after April 25, 2011. Registration transfers to future meetings will not be accepted.