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2012 Symposium: Sub-Banner

2012 Symposium Schedule

View the complete 2012 Symposium schedule below, or quickly jump to a day:

Sunday, April 22

11:30am - 1:00pm Inner Harbor Boat Cruise and Networking Excursion
(Optional excursion, includes box lunch)
1:00 - 6:00pm Conference Registration
Maryland Foyer
2:30 - 4:00pm Chapter Leadership Forum
Baltimore A
4:30 - 5:30pm First-Timer/New Member Welcome
Baltimore B
5:30 - 6:30pm Welcome Reception
Watertable Ballroom
Sponsored by Stericycle ExpertRECALL
Monday, April 23
7:30am - 5:00pm Conference Registration
Maryland Foyer
7:30 - 8:30am Continental Breakfast
Maryland Ballroom
Sponsored by SPi Global
8:30 - 9:45am

Opening General Session
Maryland Ballroom
Sponsored by Kraft Foods

The Future of Consumerism
Douglas Stephens
Retail and Consumer Futurist and Founder, Retail Prophet

Through his work at his globally recognized consulting firm, Retail Prophet, Doug Stephens has become much more than a retail analyst. He's become a consumer futurist. By focusing on the consumer -- who they are, the factors affecting them, and exactly how they are changing -- Stephens brings to light the emerging trends that are driving their behavior, regardless of the industry. In today's ever-changing economy, standing still is the same as falling behind. By looking at the leaders within each industry and helping his audiences understand what consumers will want, Doug Stephens delivers proven strategies that have helped companies such as Wal-Mart and Home Depot not only respond to change, but lead it. 

9:45 - 10:30am Business Partner Showcase
Federal Hill and Guilford
9:45 - 10:30am

Exhibit Hall Open
Networking Break in Exhibit Hall
Maryland Ballroom

10:45am - 12:00pm

Trend Sessions
Click on a session title for more information

12:15pm - 1:15pm

Networking Luncheon
Maryland Ballroom
Sponsored by HGS

1:00 - 2:00pm Business Partner Showcase
Federal Hill and Guilford
2:00 - 3:30pm

Industry Sessions
Click on a session title for more information

3:30 - 4:15pm Business Partner Showcase
Federal Hill and Guilford
3:30 - 4:15pm

Networking Break in Exhibit Hall
Maryland Ballroom
Sponsored by Telerx

4:15 - 5:30pm

Afternoon General Session
Maryland Ballroom
Sponsored by Kellogg's

The Loyalty Switch: How to Make Anyone Loyal to You, Your Organization or Your Cause

Keynote: James Kane
Renowned Loyalty Expert and Author
In today’s world, where consumers have more choices than ever before as to where they will spend their time, their money and their effort, organizations and individuals must build virtually unbreakable relationships with them if they hope to remain strong, effective, and viable long-term.

In this fascinating and highly entertaining presentation, James Kane takes his audiences on a journey into the human brain and explains the science behind true loyalty and human relationships. Supported by more than 40 years of Harvard University research, Kane will make the case that human beings have a fundamental need to be loyal and actively seek out the specific clues from others that tell them when they can and should be. When an organization, as well as an individual, is able to understand and demonstrate those loyalty-building behaviors, they can develop relationships that will last a lifetime and result in unwavering and unlimited support.

5:30 - 6:15pm Business Partner Showcase
Federal Hill and Guilford
5:30 - 6:30pm

Exhibitor Reception
Maryland Ballroom
Sponsored by Unilever

Tuesday, April 24
7:30am - 5:00pm Conference Registration
Maryland Foyer
7:30 - 8:30am Continental Breakfast
Maryland Ballroom
Sponsored by Genesys
8:15 - 9:15am Business Partner Showcase
Federal Hill and Guilford
9:15 - 10:15am

Morning General Session
Maryland Ballroom
Sponsored by Roche Diagnostics

The Path to Purchase for Today’s Consumers
Marc Speichert
Chief Marketing Officer, L'Oréal USA

The journey that today’s consumers take to purchasing a product and engaging with brands is very different from what it used to be. Called the “consumer decision journey,” in a 2009 McKinsey Quarterly article, this approach involves four key stages: consider, evaluate, buy and enjoy/advocate/ bond. Intrinsic with this path to purchase is not just for brands to know when and how to market to consumers, but creating a coherent and valuable customer experience. In this keynote from L’Oreal USA’s Chief Marketing Officer, Marc Speichert, you will gain greater insights into the path-to-purchase journey and how companies like L’Oreal are using this model to build stronger customer relationships and enhance the company brand. Also, learn more about the critical role that customer care plays in the path to purchase, the intersections between customer care and marketing in this process and how you can support the path-to-purchase journey for your consumers.

10:15 - 10:45am

Exhibit Hall Opens
Networking Break in Exhibit Hall
Maryland Ballroom

10:45am - 12:45pm

Skills-Based Workshops (repeats in the afternoon)
Click on a session title for more information

Industry Sessions
Click on a session title for more information 

1:00pm - 2:00pm Networking Lunch
Maryland Ballroom
Sponsored by
1:15 - 2:00pm Dessert and Networking in Exhibit Hall
Maryland Ballroom
(Exhibit Hall Closes at 2:00pm)
2:15 - 4:15pm

Skills-Based Workshops (repeated from the morning)

4:30 - 5:30pm

Closing General Session
Maryland Ballroom
Sponsored by ConAgra Foods

Many Roles, One Identity: Reggie Love's Journey to the White House and Beyond
Reggie Love
Former Special Assistant and Personal Aide to The President of the United States

Reggie Love has packed a tremendous amount of life into his 30 years. In this soaring yet humble talk, he shares the lessons that have grounded and guided him. Like most of us, Love is many things to many people. To President Obama, he was a tireless personal aide. To sports fans, he's the former captain of the Duke Basketball team. To others, he's the quiet guy working toward his MBA. Love sees himself as someone who has been graced with good luck. More important than having good luck, though, is being self-aware enough to recognize and harness it. Imploring us to make the most of opportunities, Love gently updates a classic inspirational talk about preparation and success.

5:30 - 6:30pm Pre-Finale Happy Hour
"The Ground Floor" on the Lobby Level
Sponsored by InfoCision and Wilke Global
6:30 - 9:30pm Social Finale
Camden Yards
Entertainment Sponsored by 24-7 Intouch
Name Badge and Game Ticket Required
Transportation Provided; Meet in Hotel Lobby
Wednesday, April 25
9:00am - 12:00pm

Making Social CRM Work for You - A Workshop with Ogilvy PR
(Separate Registration Required)
Watertable Ballroom
Presenter: Evan Shumeyko, OgilvyOne Worldwide

Social Media has arrived. Are brands that have flocked to it executing properly? Are there already established best practices and opportunities to build a better service organization? Explore the art and science of Social CRM and its impact on customer care with Social@Ogilvy.

Social media programs drive friends to Facebook walls and followers on Twitter but what are the ramifications of this activity for a customer care organization? In an engaging and interactive workshop we will discuss timely and relevant topics confronting brands today, such as:

  • Who should own your Social Media Strategy? Marketing, Sales, PR, Customer Care or is it possible that no one should own it?
  • Are there metrics and that your customer care organization can measure, connect to social media goals and use to demonstrate ROI?
  • How do you identify influencers? How do you serve them best? Does your legacy CRM system know who these people are?
  • Is it possible to leverage active listening across social channels?
  • What are the current barriers to providing social customer care in your organization? How might these be overcome?


2012 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 March 23, 2012. No refunds after March 23, 2012. Substitutions will be gladly accepted at no charge until April 6, 2012. A $150 fee will be charged on any substitutions made between April 6 and April 13, 2012. No substitutions after April 13, 2012. Registration transfers to future meetings will not be accepted.

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