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2011 Symposium Schedule

Schedule of Events

Sunday, May 1
1:00-6:00pm	Conference Registration
2:00-3:30pm	Chapter Leadership Forum
4:00-5:00pm	First Timer/New Member Welcome
5:00-6:00pm	Welcome Reception *Sponsored by Stericycle ExpertRECALL*

Monday, May 2
7:30am-5:00pm	Conference Registration
7:30-8:30am	Continental Breakfast
8:30-9:45am	Opening General Session: Building Digital Relationships Keynote: Terry Jones Founder and Former CEO, Travelocity.com; Chairman, Kayak.com How will your customer contact you today? In the store, via the phone, on your web site, read a tweet, friend you on Facebook? There is no way to know. Building Digital Relationships gives your audience the keys to unlock the mystery of how to connect with customers online. While face to face isn’t going away, businesses that don’t have an effective online relationship strategy are being left behind.Terry can educate your audience in all phases of the digital conversation from search to social media, using real world examples drawn from his long experience in the online world.
9:45-10:45am	Exhibit Hall Opens Networking Break
11:00am-12:30pm	Industry Breakout Sessions Retail Travel & Hospitality Consumer Packaged Goods (F&B/Household Personal Care) Healthcare Financial Services (NEW)
12:45-1:45pm	Industry Networking Luncheon *Sponsored by AFFINA*
1:15-2:00pm	Exhibit Hall Networking & Dessert
2:00-3:30pm	Industry Breakout Sessions (continued) Retail Travel & Hospitality Consumer Packaged Goods (F&B/Household Personal Care) Healthcare Financial Services (NEW)
3:30-4:00pm	Networking Break *Sponsored by Telerx*
4:00-5:15pm	Afternoon General Session Keynote: Edward Jay Goldberg Senior Vice President of External Affairs, Macy's In this keynote session, Ed Goldberg, Sr. Vice President of External Affairs, at Macy's will provide a glimpse into the illustrious history of Macy's and retail customer service. He will discuss the valuable role that customer service has played in the amazing success of Macy's, the specific ways this function has helped to develop the business and the impact of customer service on Macy's branding. Ed will also share insights on what we can expect from customer service in meeting competition in the future.
5:15-6:15pm	Exhibitor Reception

Tuesday, May 3
8:00am-5:00pm	Conference Registration
8:00-9:00am	Continental Breakfast
9:00-10:30am	Morning General Session Keynote: Joan K. Woodward Executive Vice President of Public Policy, Travelers Joan Woodward, Executive Vice President for Public Policy at The Travelers Companies, will give us an update on policy and politics in Washington and in the state capitols. With the new healthcare law, the new Dodd-Frank financial services reform, and the economy recovering without robust job creation, Joan will share her insights as to how we should be thinking about “the new normal” and what it means for the customer care profession. Also, as head of the Travelers Institute, Joan will give us an update on their projects and new research focusing on small businesses.
10:30-11:00am	Networking Break
11:00am-12:00pm	Key Issues Workshops Social Media Crisis Training Regulatory Issues Impacting Customer Care Contact Center Operations
12:15-1:15pm	Networking Luncheon
1:00-1:45pm	Exhibit Hall Networking
1:45-3:30pm	Key Issues Workshops (continued) Social Media Crisis Training Regulatory Issues Impacting Customer Care Contact Center Operations
3:30-4:00pm	Networking Break
4:00-5:15pm	Closing General Session Keynote: Steve Gross Executive Director and Chief Playmaker, Life is Good Kids Foundation
6:30-9:30pm	Social Finale

Wednesday, May 4
9:00-11:30am	Tour at Zappos Headquarters (separate registration required) OR Tour at The Cosmopolitan of Las Vegas (separate registration required)

2011 Symposium: Cancellation Policy

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.

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