Sunday, October 17

Breakout Sessions

• Engagement: Smart Investment of Time, Tools and Human Capital
• Breaking Down Silos: Creating a New Model of Customer Engagement
• Exceptional Customer Service: Motivate Your Workforce and Engage Your Employees!
  
• The FTC’s Efforts to Regulate Social Media Marketing and Privacy: The Impact on Customer Care Professionals
• Building a Customer-Focused Culture

Breakout Sessions

• Driving Business through Customer Engagement
• 311 - More Than Just a Call Center
• Delivering Value in a Rapidly Changing Business Environment
• Leveraging Market Research and CSAT
• Tips From the Trenches:  Best Practices in Vendor-Client Partnerships and Service Management

Closing General Session
Keynote speaker: John Gerzema, Chief Insights Officer, Young & Rubicam
Spend Shift: How the Post-Crisis Values Revolution is Changing the Way We Buy, Sell, and Live
Best-Selling author and consumer insights expert John Gerzema explores America’s post-crisis values and behavior shifts and the new imperatives for business. The societal shift from mindless to mindful consumption is just beginning and will remake the consumer marketplace, restore capitalism, revitalize the economy and set America on a new, more sustainable trajectory.

Morning General Session
Interview with Craig Newmark, Founder, craigslist

and

Keynote panel:

• Rohit Bhargava, Senior Vice President, Ogilvy (Moderator)
• Frank Eliason, Senior Vice President Social Media, Citibank
• Helen Horsham-Bertels, Senior Director of Consumer Affairs, Starwood Hotels & Resorts
• Bryan Rhoads, Sr. Digital Strategist, Intel HQ

The Future of Customer Care: Overhyped Fad or True Revolution?
It could easily seem that everywhere you turn there is a new pundit trying to steer you towards the great social media ship. Twitter, Foursquare, blogs, wikis ... there are so many ways now to connect with customers and for them to connect with you. One way to look at it is that you need to be everywhere because your customers are. If they want to send you tweets, why can't they? The other side, of course, is that just because a new tool is hot for a minority of your customers and captures the imagination of the media is no reason to jump on board the hype train and allocate time and money to something that may not pay off. How do you separate the two? More importantly, how do you understand what is the right balance for your organization?  This keynote panel will tackle that big question from every angle. From our panel of customer care and marketing pioneers, you will learn how to create a vision for social customer care, how to decide when to start and where to start, how to sell something in to management who might not "get it" and the all important (and sadly rare) skill of knowing when to just walk away.

Spotlight Sessions

• SOCAP Industry Benchmarking Survey Findings
• Influence of Mobile on Customer Engagement

Breakout Sessions

• Blogging for Fun and Profit… the Ins and Outs of Blogging for Your Company and for Your Personal Brand
• How to Drive Your Outsourcing Partner's Performance to New Levels
  
• Building a Facebook Strategy
• The Relationship Between Sustainability and Customer Engagement

Closing General Session
Welcome Remarks: Donald R. Knauss, CEO, The Clorox Company

Keynote speaker: Dan Roam, Author of THE BACK OF THE NAPKIN
Solving Problems (And Selling Your Solutions) With Pictures
Pop quiz: You're on the way home from a conference. At the airport bar, you strike up a conversation with the person on the next stool. She asks, "What you do?" You say, "I manage Enterprise Architecture Projects for mission-critical business applications with an emphasis on Services Oriented Architectures." She smiles politely and says, "You broke your what?"  Let's face it: describing the complexity of today's working world is hard... unless we use pictures. In this session, Dan Roam demonstrates step-by-step how anyone -- regardless of artistic talent or training -- can use simple pictures to describe what we do, explain complex concepts, solve fuzzy problems, and sell others on breakthrough ideas. 

Key issues and takeaways: 

• Visual thinking is the best way to discover, develop, and communicate ideas—especially for the complex challenges we face today. 
• Everyone—regardless of artistic talent or training—is a born visual problem-solver. 
• There are four simple visual tools we can all use to immediately improve our visual problem-solving capabilities.
• At the end of the day, what is your audience (whoever they may be) going to remember: a thousand words or one picture? 

Social Finale