2012 Canada Community Fall Meeting

2012 Canada Community Fall Event flyer

2012 Canada Community Fall Meeting

 Register Today!

Join SOCAP International’s Canada Community for a one-day special event on “Improving the Customer Experience” featuring keynote speaker Bruce Philp. Join fellow customer relationship experts from across Canada and North America at this event, hosted by SOCAP International’s Canada Community and Maple Leaf Foods!

Coming in early and need accomodations? Be sure to check out the hotel information before booking your room! 
BONUS: The first 20 people to register will have the opportunity to participate in a special hands-on workshop "Fun Things with Bread" with culinary experts at the incredible ThinkFood! facility! 
Register now to guarantee your spot!


8:30 - 10:00 am

Special “Pre-Event”
Fun Things with Bread  
(Available only to the first 20 registrants)

Register early for your chance to participate in a special hands-on workshop at the incredible ThinkFOOD! facility at Maple Leaf Foods with skilled culinary experts! Impress your guests during the upcoming holiday season by learning how to do "Fun Things with Bread." You will learn how to make fun, unique, and yummy recipes; both sweet and savory, such as gourmet crostinis, delicious cinnamon apple toast cups, and a luscious berry terrine. Note: The first 20 people to register will be eligible to participate in this workshop.
9:30 - 10:00 am
Registration and Welcome 
Chris Wallace, Chair, SOCAP Canada Community
10:00 - 11:15 am
KEYNOTE PRESENTATION: The Consumer Republic: Mastering the post-digital marketplace
Bruce Philp
Bruce Philp has advised numerous Fortune 500 companies as a brand strategist, from Tylenol to Toyota, Procter & Gamble to Molson. It's a job he characterizes as "an endless search for common ground between the corporation and the consumer." But it was his work with one brand—ING Direct, which he helped create in 1997—that drove home for him how powerful that connection can be. Along with its founding CEO, Arkadi Kuhlmann, Philp told the story of that revelation in The Orange Code: How ING Direct Succeeded By Being A Rebel With A Cause. Published in 2009, it became a national bestseller.
In 2011, he published his second book, Consumer Republic: Using Brands To Get What You Want, Make Corporations Behave, And Maybe Even Save The World, which took his message from the boardroom to Main Street and to critical acclaim. Labeled by one reviewer "an aggressive optimist," Bruce Philp is a passionate and articulate defender of our system of commerce and its indispensability to our way of life. Bruce Philp's article for Canadian Business addresses why he thinks Occupy Wall Street brand is not working.
11:15 am - 12:15 pm

Panel Discussion with Bruce Philp and Industry Members
Panelists: Neal Dlin, Spin Master, Ltd.; Colleen Hebel, Maple Leaf Foods

Learn how the diversity of consumer engagement has directly influenced the relationships brands have with their consumers and internal supporting departments.

12:15 - 1:15 pm
Networking Lunch/Guided Tours
1:15 - 2:15 pm
Table Discussions/Facilitated Discussion with Group
Discussion topics include:
  1. How will the skill-set of your consumer affairs reps change? What will be the “new norm” to meet the consumer expectation of consumer affairs?
  2. How will your organization adapt to new contact channels such as Social, Mobile, and the unknown? Will your current systems and technologies support you through these changes?
  3. What will be the measurement of success for your internal team in non-traditional support channels? How will you measure and calibrate the consumer’s perception of satisfaction with your brand?
2:15 - 3:00 pm

Closing Keynote Session and Wrap-Up

Celine Dumais
Vice President of Consumer Care Center
L’Oreal USA

Celine Dumais is the Vice President of Consumer Care Center for L’Oreal USA. She just joined the US team after serving as Director of Consumer Care of L’Oreal Canada for the past 11 years. Celine has been a member of the SOCAP Board of Director since January 2009. Her key objective at L’Oreal is to become an internal strategic partner by developing a corporate consumer vision integrating social media. Celine bring consumer awareness to all levels of the company with the help of a strong experienced team and change the perception that call centers are not just complaint departments and cost centers, but they are a business driver and bring a profitable competitive advantage to the company.


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