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2012 Symposium Schedule

View the complete 2013 Symposium schedule below, or quickly jump to a day:

  • Sunday, April 28

  • Monday, April 29
    The first day of the 2013 Symposium will offer new Trend Sessions in the morning followed by Industry Sessions in the afternoon. The Trend Sessions provide a deeper dive on major business trends or topics on recent research. Sessions would be facilitated by the authors of the studies and include a presentation of key findings as well as case-study discussions on how findings apply to customer care. The Industry Sessions will address targeted issues impacting SOCAP Industry Communities in Consumer-Packaged Goods (CPG), Hospitality, Travel & Tourism, Retail, Automotive and Healthcare.

  • Tuesday, April 30
    Continue your Symposium with Skills-Based Workshops that cover a variety of targeted professional development topics to enhance the skills of customer care attendees. These workshops will be offered in the morning and repeated in the afternoon to allow attendees to participate in multiple sessions.

Sunday, April 28
1:00 - 6:00pm Symposium Registration
3:00 - 4:30pm Chapter Leadership Forum
4:30 - 6:00pm

First-Timer/New Member Welcome

6:00 - 7:00pm Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS
Monday, April 29
7:30am - 5:00pm Symposium Registration
7:30 - 8:30am Breakfast
Sponsored by SPi Global
8:45 - 10:00am

Opening General Session
Sponsored by Unilever

Making Data More Human
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.

10:00 - 10:45am Business Partner Showcase
10:00 - 10:45am

Exhibit Hall Open
Networking Break in Exhibit Hall

11:00am - 12:15pm

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

12:30pm - 1:45pm

Networking Luncheon
Sponsored by HGS

1:00 - 1:45pm Business Partner Showcase
2:00 - 3:30pm

Industry Sessions
Click on a session title for more information

3:30 - 4:00pm

Networking Break in Exhibit Hall
Sponsored by Aegis

4:15 - 5:30pm

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.

Tuesday, April 30
7:30am - 5:00pm Symposium Registration
7:30 - 8:30am Breakfast
Sponsored by Lithium

7:30 - 8:30am

Canada Community Breakfast

7:45 - 8:30am Business Partner Showcase
8:30 - 10:00am

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

10:15 - 11:00am Business Partner Showcase
10:15 - 11:00am

Exhibit Hall Opens
Networking Break in Exhibit Hall

11:15am - 12:30pm

Skills-Based Workshops (repeats in the afternoon)

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
12:45 - 2:00pm Networking Lunch
Sponsored by
1:15 - 2:00pm Dessert and Networking in Exhibit Hall
(Exhibit Hall Closes at 2:00pm)
2:15 - 3:30pm


Skills-Based Workshops (repeats in the afternoon)

Industry Sessions
Click on a session title for more information

  • Community Roundtable
    Retail and Direct Sales
    Presented by the Retail & Direct Sales Steering Committee
3:30 - 4:00pm Networking Break
4:00  - 5:30pm

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.

5:30 - 6:30pm Pre-Finale Happy Hour
Sponsored by Infocision and Wilke Global
7:00 - 10:00pm Social Finale
Sponsored by 24-7 Intouch
Off Site
Name Badge Required
Wednesday, May 1
9:00 - 11:00am

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.


2012 Symposium: Cancellation Policy

Cancellation Policy:

Refunds for cancellations must be made in writing (via email) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 12, 2013. No cancellations after April 12, 2013. Substitutions will be gladly accepted at no charge until April 12, 2013. A $150 fee will be charged on any substitutions made after April 12, 2013. Registration transfers to future meetings will not be accepted.

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