Conference Schedule

Sunday, April 19
2:00–5:00 pm SOCAP Committee Meetings
 
3:00–8:00 pm Conference Registration
 
4:00–5:30 pm Chapter Leadership Forum
 
5:30–6:30 pm First-Timer/New Member Welcome
 
6:30–7:30 pm Welcome Reception

 

Monday, April 20
7:30 am–5:30 pm Conference Registration
 
8:00 am–9:00 am Continental Breakfast
 
8:00 am–5:00 pm Exhibit Hall Hours
 
9:00–10:30 am Opening General Session:
Findings of SOCAP Benchmarking Study
 
10:30–11:00 am Networking Break
 
11:00 am–12:15 pm

Breakout Sessions by Industry (based on Benchmarking findings):

  • Retail & Consumer Goods
  • Travel & Hospitality
  • Food & Beverage
  • Pharmaceutical & Medical Devices
  • Household & Personal Care
12:30–1:30 pm Industry Networking Luncheon
 
1:45–3:00 pm Breakout sessions by Industry (based on Benchmarking findings)
 
3:00–3:30 pm Networking Break
 
3:30–5:00 pm Afternoon General Session:
Keynote: Lisa Mann, Vice President, Consumer Experiences, Kraft Foods, Inc.
 
5:00–6:00 pm Exhibitor Reception

 

Tuesday, April 21
7:30 am–5:00 pm Conference Registration
 
8:00am–9:00 pm Continental Breakfast
 
8:00am–3:00 pm Exhibit Hall Hours
 
9:00–10:30 am Morning General Session:
Keynote: Amy Curtis-McIntyre, Vice President, Brand Communications at Hyatt and Former Vice President, Marketing at JetBlue
 
10:30–11:00 am Networking Break
 
11:00 am–12:15 pm Breakout Sessions by Topic:
  • Creating a Valuable Customer Experience for Today's Online Consumer
  • Role of Consumer Affairs in Statements on Social Responsibility and Sustainability—Who creates and executes it? What is the role for consumer affairs?
  • Maintaining Employee Morale in an Economic Recession
  • Turning Your Contact Center Data into Usable Consumer Insights
12:30–1:30 pm Networking Luncheon
 
1:30–2:15 pm Exhibitor Showcase (New!)
 
2:30–3:45 pm Breakout Sessions by Topic:
  • Does a Good Call Always Mean a Satisfied Customer?—Framing the Customer Experience
  • Maintaining Consumer & Brand Loyalty during Tough Economic Times
  • How to Reduce Your Carbon Footprint
  • Leveraging Social Media in Product Recalls
  • Executive Session (by invitation only)
3:45–4:00 pm Networking Break
 
4:00–5:15 pm Closing General Session:
Cross-Industry Panel
 
6:00–9:00 pm Conference Social Finale

 

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