First-Timer/New Member Welcome

Opening General Session
Sponsored by Unilever

Making Data More Human
Keynote: Jer Thorp
Former Data Artist in Residence, The New York Times

What kind of strange terrain exists at the human-data boundary? In this talk, Jer will discuss the intersection between data and human experience. He'll go into detail a number of projects involving diverse data sets, including the 770,000 words in the Shakespeare Folio, astronomical measurements from NASA, text from nightly news broadcasts, and real-time air traffic reports. Jer will discuss how, by framing data in a human context, we can use it more effectively, and ultimately foster better practices for industries involving information.

Exhibit Hall Open
Networking Break in Exhibit Hall

Trend Sessions
Three concurrent trend sessions arm you with the knowledge needed to tackle the biggest upcoming questions and issues in customer care

• Big Data: What's In It for Me?
  Presenters: John Goodman, CCMC; Jeanne Jones, ConAgra Foods; Josh Hemann, FICO; and Lisa Oswald, Travelzoo

• Emerging Trends and Innovations: How Ubertrends Are Reshaping Our Future
  Presented by Michael Tchong, Founder of MacWEEK, Author and Innovation Specialist

• 2013 COPC-SOCAP Benchmarking Study: Benchmarking Multi-Channel Integration, Voice of the Customer, and Organizational Performance Metrics
  Presenter: Cliff Moore, COPC, Inc.; With Industry Panelists: Tammie Duncan, Delta Air Lines; Dorothy "Dot" Esola, Campbell Soup Company; Heidi Gould, Delta Air Lines; and Colleen Hebel, Maple Leaf Foods

Networking Luncheon
Sponsored by HGS

• Evolution of Market Research – How to Partner Effectively
  Consumer Packaged Goods (CPG)
  Presenters: Suzanne Henricksen, The Clorox Company and Linda Persaud, Jarden Consumer Solutions
  
  
• Industry Roundtable
  Hospitality, Travel & Tourism
  Facilitator: Michelle Mitchell, InterContinental Hotels Group
  
  
• Leveraging Consumer Contacts for Greater Insights
  Retail & Direct Sales
  Presenters: Matt Cohen, Clarabridge (moderator); Céline Dumais, L'Oreal; Josh Hemann, FICO; and Cheryl Holtzen, Omaha Steaks International
  
  
• Understanding the Healthcare Consumer of the Future Q&A with Michael Tchong
  Healthcare
  Featuring: Jon Hockman, The d3 Group (moderator) and Michael Tchong, Founder of MacWEEK, Author, and Innovation Specialist

Networking Break in Exhibit Hall
Sponsored by Aegis

Afternoon General Session
Sponsored by ConAgra Foods

Make Big Data Pay Right Now
Keynote: Matt Ariker
Chief Operating Officer of the Consumer Marketing Analytics Center, McKinsey & Company

Enough with the hype - how do I actually make Big Data help me drive growth and revenue? With all the real growth that Big Data has already contributed, many companies are unclear with either how to get started or how to advance to the next level of sophistication. In this session, Matt will address how companies can get a Big Data project done - from helping companies figure out a practical roadmap to building a culture that embraces analytics across the organization. Featuring new McKinsey research and practical examples drawn from extensive client work, this session will address how to overcome the most common roadblocks that keep Big Data from becoming a big source of growth.

7:30 - 8:30am

Canada Community Breakfast

Morning General Session
Sponsored by Kellogg Company

Changing the Game in Customer Service
Keynote: Gabe Zichermann
Gamification Expert & Leading Business Strategist

Companies are realizing the power of gamification to change the way they work, reaping spectacular increases in productivity, engagement, innovation and outcomes along the way. The gamification of human capital will transform a wide range of industries, and Gartner estimates by 2016, 70 percent of all major organizations will use the power of game mechanics internally and externally. Nowhere does this trend exhibit more potential than in Customer Service, where consumer and employee stakeholders can be activated efficiently to raise quality, improve output and turbocharge satisfaction. In this keynote session with gamification expert and author of the new book The Gamification Revolution, Gabe Zichermann, you will learn what's behind this extraordinary gaming trend, the key successes and failures and major design patterns that will enable your organization to take advantage of this innovation and be ready for the millennial generation.

Key takeaways from Gabe's presentation will be:

• How to attract, train, improve and retain top talent using gamification

• Key systems approaches and techniques based on game mechanics

• Tangible design patterns to embrace and avoid
  

Exhibit Hall Opens
Networking Break in Exhibit Hall

Skills-Based Workshops (repeats in the afternoon)

• Give Better Presentations: How Storytelling Helps People Listen to What You Say and Do What You Ask
  Presented by Leslie O'Flahavan, Principal, E-Write

• Ideas and Insights on Creating and Maintaining An Engaged Workforce
  Facilitated by Matt Sanders, Hyatt Hotels & Resorts and Shelley Elkins, Guthy|Renker

• Executive Session: The Future of Customer Care
  Hosted by SOCAP's Executive Community and facilitated by Jon Hockman, The d3 Group
  

• Managing the Brand-Business Partner Relationship
  Presenters: Matt Cockell, 24-7 Intouch; John Cronce, Jockey International; Brian Giannini, Network Direct (moderator); Linda Grover, McCormick, Canada; and Mike Wilke, Wilke Global

Industry Sessions
Click on a session title for more information

• How is your Front Line Affecting your Bottom Line?
  Consumer Packaged Goods (CPG)
  Presenters: Jack Sullivan, Unilever (moderator); Carmit DiAndrea, J Lodge; Alex George, Astute Solutions; Karen Patrick, Church & Dwight; Tim Nichols, Wilke Global; and Dan Rucolas, Kraft Foods

Skills-Based Workshops (repeats in the afternoon)

• Give Better Presentations: How Storytelling Helps People Listen to What You Say and Do What You Ask
  Presented by Leslie O'Flahavan, Principal, E-Write

• Ideas and Insights on Creating and Maintaining An Engaged Workforce
  Facilitated by Matt Sanders, Hyatt Hotels & Resorts and Shelley Elkins, Guthy|Renker

• Executive Session: The Future of Customer Care
  Hosted by SOCAP's Executive Community and facilitated by Jon Hockman, The d3 Group
  

• Managing the Brand-Business Partner Relationship
  Presenters: Brian Giannini, Network Direct (moderator); Scott Gluck, Telerx; Bob Liche, Astute Solutions; and Kim McMiller, Kraft Foods

Industry Sessions
Click on a session title for more information

• Community Roundtable
  Retail and Direct Sales
  Presented by the Retail & Direct Sales Steering Committee

Closing General Session
Sponsored by Kraft Foods

The 10Ks of Personal Branding
Keynote: Kaplan Mobray
Award-Winning Author and Personal Branding Expert

Ever wonder when you leave a room what people say about you? For many of us, there’s a gap between how we think we’re perceived and how others actually see us. At a time when many of us are soul searching and experiencing unprecedented change, having an identifiable brand greatly impacts how the world views us. People who make themselves positively memorable are the ones who are most often hired, promoted, valued and positioned for opportunity. As you look to keep your job, regain employment, gain new clients, keep clients or possibly change careers, ask yourself—what are you doing to make yourself positively memorable? How can you polish your style to make an impression that reflects the real you and positions you for career success? Hailed as electrifying and thought provoking, this session, based on Kaplan’s best-selling book, The 10Ks of Personal Branding offers case studies and exercises that will help you identify your strengths and passions and create a brand for yourself that is positive and unique and positions you to excel in your career.

Learning Objectives:

• Create an identifiable brand that conveys who you are, how you want to be remembered and how you stand out from the crowd.

• Define your goals and create a focused plan to achieve a personal or career objective.

• Learn career enhancing skills that you can implement immediately such as establishing recall, effective networking methods and leaving a lasting positive impression.

• Master the art of creating opportunities for your brand to further enhance your career success.

FREE Wednesday Workshop:
"This email is embarrassing!" How to Avoid Seven Deadly Customer Service Writing Mistakes That Make Your Contact Center Look Bad
Presented by Leslie O'Flahavan, Principal, E-Write

It's the moment we all fear. A poorly written and embarrassing e-mail written by one of our customer service agents is forwarded to the president of our company or shared widely in social media.

After a massive amount of apologizing, we prepare to make sure such an embarrassing e-mail will never be sent again. But how?

In this session, you'll learn which seven writing mistakes are deadly in customer service e-mail and how to recover when one of your agents makes a big mistake. You'll learn to analyze why agents make these writing mistakes. Are they lazy? Uneducated? Overworked? Poorly trained? You'll also learn how to hire people who can write well to customers, people whose mistakes won't embarrass you or make your center look bad.

This session will include strategies for assessing applicants´ writing skills. You'll learn how to review resumes and cover letters, how to interview applicants to find out about their writing skills and experience, and how to test applicants' writing skills.