Special Symposium Edition
Early Bird Deadline Extended to March 28, 2008!
Keynote Speakers Tackle Globalization and Customer Satisfaction at SOCAP Symposium
The keynote speakers for the upcoming 2008 Symposium in Boston will include a renowned futurist and leading corporate executives with wide-ranging responsibilities.
2008 Symposium Keynote Speakers:
Dr. James Canton - Global Futurist and Author
B.J. McDonald - Senior Director, Continental Airlines
Olivette Whipple - Vice President, Global CRM Customer Contact Centers,
Americas , Europe, Asia, IBM
Sid Fuchs - President and Chief Executive Officer, OAO Technology Solutions, Inc.
SOCAP interviewed B.J. McDonald and Olivette Whipple for the February issue of CRM Magazine. Below are excerpts of these SOCAP interviews:
B.J. McDonald on customer engagement:
Our customers are involved in product development, policies and procedures. They participate in surveys, attend forums and focus groups, so they truly have a stake in our company. For example, if our research concludes that our customers want comfort when they travel, then every aspect of what we do to service our customer is geared toward providing the highest level of comfort possible. We gear everything from seat design, to the audio/visual presentation, to customer service toward the end result of comfort.
Olivette Whipple on global operations:
CRM: What are some of the lessons learned in going global?
OW: Many people who are going offshore say: “Well, if I am going to move this work to China (or Australia or somewhere else), it will take me 12 weeks, and I can just move the work from here to there.” But I would highly recommend that the offshore leaders, trainers or operations leaders come to your location in United States to learn what is culturally acceptable to U.S. callers, to understand the pace and the tone of the conversations and any geographical uniquenesses.
There is a view that when you move things from the U.S. to another country that everything is done the same, and it is not. We have found success in having offshore leaders come here, understand the culture and demonstrate that they can do training versus us just going there. I think you need to have both—us go there, and their operations leaders come here.
Also, be sure to check your February CRM for the full interviews with B.J. and Olivette. You will hear more insights from B.J. and Olivette, as well the other keynote speakers, at the Symposium in April.
New Industry Learning Labs at Symposium Offer Networking and Address Timely Business Topics
The 2008 Symposium will feature new Industry Learning Labs to give attendees the opportunity to network by industry and address a range of timely, relevant business topics. The Learning Labs are organized around five key industries: Pharmaceutical/Healthcare, Food & Beverage, Consumer Products, Travel/Hospitality, Retail/Apparel.
SOCAP is offering the Industry Learning Labs based on feedback from conference attendees who have asked for more opportunities to network with industry peers. The Learning Labs will include presentations from top companies, including Kellogg, JetBlueAirways, Levi Strauss, Coca-Cola, Coty, Macy’s, Starwood Hotels, Orbitz, Ortho-McNeil, Roche Diagnostics and more.
Discover the benefits of networking with your industry peers through these Industry Learning Lab sessions at the SOCAP Symposium.
Symposium Breakout Sessions
Want to know more about the Symposium breakout sessions? Or not sure which session you want to attend? Check out these session descriptions and get the information you need.
Monday, April 27, 1:45–3:00 pm
What Gen Y Wants
Lindsey Pollak, Author & Speaker
How much do you know about Generation Y? What excites them? What annoys them? What do they care about? Why do they spend so many hours on Facebook? Lindsey Pollak—author, blogger, speaker and "translator" among the generations—will share her insights, opinions and predictions about today's teens and twentysomethings. Case studies will provide real-world examples of how companies are dealing with their youngest customers. Prepare to leave this session with a better understanding of—and appreciation for—Generation Y.
Taking the Plunge: Overcoming the Challenges of Introducing Consumer Service on a Global Level
Philip Morris International
When deploying consumer service on a global scale there are many facets to consider: Cultural differences, technology limitations, time zones, staff sourcing and training along with maintaining consistency. Philip Morris International will use their experience of launching regional call centers around the world to explain how they were able to overcome the challenges they faced along with lessons they learned along the way.
We Are Everywhere…Now What? Making the Leap from International to Global
Sara Lee Corporation
This session will explore potential diversity and inclusion challenges that organizations face when moving from a company with international locations to one that truly operates as a global organization. Utilizing a Sara Lee Corporation case study, facilitators will discuss key elements in assisting leaders to successfully and consistently face diversity and inclusion challenges within a global company.
Communicating the Voice of the Consumer to Your Company
Clorox
Come and see how the Clorox comment reporting system breathes life into consumer feedback by letting consumers tell their own stories and giving the company desktop access to their feedback. This reporting-focused session will trace the evolution of comment reporting at Clorox, provide insight into how consumer comments are leveraged across the company and feature a live demonstration of the company's state-of-the-art reporting system.
Tuesday, April 28, 1:45-3:00 pm
How to Move the Mountain or Make Data Speak
Procter & Gamble
This session will deliver consumer reporting techniques that will make data speak to your customers. It will share concepts for monitoring comment trends, then developing concise, clear, yet effective communication to drive positive change with your product(s) while increasing your consumer’s satisfaction. This breakout will also highlight the importance of key customer collaboration and advocacy, a critical component to bring recommendations to reality. This session will attempt to demonstrate: if you can make data speak, it can truly move mountains.
Optimizing Consumer Data for the Greatest Impact on your Organization—A Cross-Industry Look
Campbell Soup, Bayer Healthcare, Reckitt Benckiser
This session is an interactive cross-industry panel discussion on how to use consumer data to have the greatest impact on your organization, beginning with the types of tools that are used and how to optimize your consumer data through reporting and analytics. The discussion will evolve toward how the use of data and analytics can raise your influence within your company, how your data stacks up against and can be used in conjunction with standard market research tools and how to stay on top of external consumer and technology trends and how these learnings can be used to heighten your level of influence. The panel will also discuss the evolution of consumer data and reporting due to increased regulation and advice for taking your reporting to the next level.
Can You Build a Global Consumer Relations Department and Keep a Local Focus?
Kraft
The short answer to this question is yes. Now, if you ask me if it’s easy, the answer is a resounding no! And, it can’t be done overnight. Is your department ready to operate globally in a world where “globalness” is becoming more important? Within the last couple of years, Kraft Consumer Relations has evolved toward a global consumer focus. If your department is considering operating on a global basis, or regionally, this is the session to attend. You’ll learn how Kraft structured its global Consumer Relations operations and how regional groups were formed and managed. Come hear about the challenges, the watch outs, but equally important, the successes.
Customer Insights to Create Customer WOWs!
Westfield
Westfield is recognized and admired around the globe as the largest retail property group in the world. With 57 shopping centers in the U.S., Westfield welcomes more customers annually than the NFL, NBA and MLB combined. In this session, Ms. Harris will discuss Westfield’s approach to gathering and using customer insights to enhance the overall shopping experience and create WOW’s. WOW is Westfield’s Customer Service Motto and means “Way beyond the expected. Own it personally. Win over their hearts.” Know your customers! Hear your customers, internal and external, and understand their definition of WOW. Measure the WOW experience through the eyes and voice of customers. Learn from powerful Westfield Case Studies.
SANGs Discuss Globalization Trends and Process Optimization at Symposium
SOCAP’s two Special Affinity Networking Groups (SANGs) will address globalization and process optimization at their meetings at the 2008 Symposium in Boston. The Executive SANG on April 29 (11 am–1 pm) will discuss “Globalization Strategies and Trends” with Olivette Whipple, Vice President, Global CRM Customer Contact Centers, IBM, and Diane Hessan, President and CEO, Communispace.
The Food & Beverage SANG on April 30 (10:30 am–2:00 pm) will address process optimization and include a panel discussion of several food and beverage companies as well as an interactive session with professional trainer and author, Kevin Eikenberry of the The Eikenberry Group. The workshop, entitled “ Maximize Your Productivity through Process Optimization” will help SANG members to better optimize their process while continuing to add value to their companies.
Additional registration is required to attend both meetings. Visit the SOCAP website for complete details.
Blogging Workshop at Symposium Offers Social Media Tools for the Customer Care Expert
Blogs and Social Media pose unprecedented challenges and opportunities for your organization. In this new era, whether they like your product or hate it, customers are talking to each other as much or more than they are talking to you. Customer care experts need to know how to use the new online tools to properly participate in this online conversation. Now you can take the next step in learning to use these tools.
SOCAP will offer a special workshop, “Engaging the Customer with Blogging & Social Media,” on Wednesday, April 30, at the 2008 Symposium with Susan Getgood of Getgood Marketing Strategies, Inc. This workshop will introduce the social media tools that are most relevant for consumer affairs and customer care, and shows how companies can best use them to engage with their customers.
Additional registration is required for the workshop. The fee is $50, and attendees must be registered for the Symposium to participate.
New Exhibitor Go-Round at Symposium Offers Greater Insight into Business Partners
The 2008 SOCAP Symposium will offer attendees the opportunity to interact directly with exhibitors at the new Exhibitor Go-Round. Exhibitors will be grouped together on topic panels during the opening Symposium breakfast on Tuesday, April 29 to share best practices and ideas, followed by a Q&A with attendees. Panels will include:
- Vendor Management/Vendor Selection
What to Do / How to Do It: Working with Outsourced Partners to Achieve Superior Results in Your Contact Center—how to evaluate, interview and select the “Perfect Partner” for your outsourced contact center.
- CRM/Data Solutions
Reporting Consumer Insights and Improving the Consumer Experience—what your consumer data can tell you and how to use this data
- Recalls, Retrieval, Communications and Logistics
How to Survive a Product Crisis and Recall Preparedness
- Special Communications
Finding ways to communicate with clients and/or consumers in special or unique situations.
SOCAP International would like to thank the 2008 Symposium Exhibitors and Sponsors:
Exhibitors
AFFINA
Alta Resources
Astute Solutions
Business Link International
Customer First Call Centers
Hamilton
ICT Group
InfoCision
LLE Language Services
Redi-Data
RQA
Safety Call International
Stafford Communications
Stericycle
Telerx
The Center for Client Retention
TMS Health
Wilke/Thornton
Sponsors
AFFINA
Kellogg
Kraft
Telerx
Unilever
Register Now for the 2008 Symposium
The early bird deadline has been extended to March 28! Don’t miss out on the special rates for the SOCAP Symposium. Register now.
Door Prizes Being Accepted for Symposium
SOCAP is now accepting door prizes for the 2008 Symposium in Boston. To submit a door prize, download the door prize donation form (.doc) .
Make Your Boston Travel Plans Today
Did you know that April 8 is the cutoff date for making your hotel reservations at the Westin Boston Waterfront Hotel? Call the Westin at (888) 627-7115 to reserve your hotel room. Be sure to mention the SOCAP 2008 Symposium to get the great rate of $209 per night for single and double rooms.
SOCAP Celebrates 35 Years of Growth and Progress in Customer Care
SOCAP kicked off its 35 th anniversary with a special feature in the February issue of CRM Magazine. The issue included a timeline of major landmarks in SOCAP’s history and within the customer care profession. CRM Magazine plans more special features celebrating the 35 th anniversary in future issues, and SOCAP is also planning some special activities at the upcoming Symposium in Boston and the Annual Conference in October. Look for details about these activities coming soon!
Chapter News
Southwest Regional Chapter
On March 26, Brian Grubb will address the Southwest Regional Chapter on the “Legendary Service at the Ritz Carlton.” Brian is Corporate Director for Learning and Content Delivery at The Ritz-Carlton Hotel Company, L.L.C.
This event will also include lunch sponsored by Nestle, networking opportunities and door prizes. Check out the flyer for more information. Registration for this event is now closed.
Washington, D.C. Area Chapter
On April 1, Bob Sullivan will address the Washington, D.C. Area Chapter on "Blogs and Their Impact on Corporate America." Sullivan—a blogger, consumer advocate and noted author—covers Internet scams and consumer fraud for MSNBC.com.
Every attendee receives a copy of Bob's latest book, Gotcha Capitalism.
Registration deadline is March 29.
Date: Tuesday, April 1
Time: 11:30 am-2:00 pm
Place: Maryland Inn Holiday Inn (15101 Sweitzer Lane, Laruel MD)
Cost: $30 member / $40 non-member
Registration: Make checks payable to Washington DC SOCAP and mail checks to Washington DC SOCAP, c/o Jeff Maszal CCMC, 20 S. Quaker Ln. Suite 230, Alexandria, VA 22314.
Information: Mike Ebhardt—(888) 998-7485; Jeff Maszal—(703) 823-9534; Joy Eades—(804) 274-4557
Northwest Regional Chapter
On April 3, the Northwest Regional Chapter will present “Ideas to Rock Your World,” an event packed with presentations and networking opportunities.
The agenda includes:
- 12:00-1:00 pm - Catered lunch
- 1:00-1:15 pm - Greetings and agenda review
- 1:15-2:15 pm - Tips Panel
- 2:15-3:15 pm - Networking break
- 3:15-4:15 pm - Speed Tipping
- 4:15-5:00 pm – Networking/ Snacks
Date: Thursday, April 3
Time: 12:00-5:00 pm
Place: Levi Strauss & Company (1155 Battery Street, San Francisco, CA)
Cost: $20 member / $25 non-member
Registration: Click here to register
Information: http://www.nwsocap.org/calendar.html
Greater Philadelphia Chapter
On April 10 at the Greater Philadelphia Chapter meeting, SOCAP President Matthew R. D’Uva will moderate a panel of consumer affairs experts addressing a broad range of topics including compensation, consumer trends and Internet technology. The event, titled “Searching for Sweet Advice?,” will feature experts from Campbell’s, McCormick, Crayola, Becton Dickinson and Hershey’s.
Date: Thursday, April 10
Time: 11:30 am-3:00 pm
Place: Hotel Hershey (100 Hotel Road , Hershey, PA )
Cost: $30 member / $35 non-member
Registration: Click here to register
Chicago Chapter
On April 16, the Chicago Chapter will present “Delivering the Purple Promise” as well as workshop sessions and a panel discussion. The keynote speaker will be FedEx EVP and COO Pat Reed, who will focus on FedEx’s outstanding commitment to Customer Service (.i.e. The Purple Promise) and Innovation in technology.
The agenda includes:
- 12:30–1:00 pm: Registration and Networking
- 1:00 pm: Pat Reed, “Delivering the Purple Promise”
- 2:00 pm: Networking Break and Door Prizes
- 2:30–4:00 pm: Workshop Sessions Featuring: Rita Wood, President, Network Direct, Inc. Contact Center Quality: The race without a finish line
- Panel discussion: “Serving the needs of the multi-cultural consumer”
This meeting is free to attendees, so tell your friends!
Date: Wednesday, April 16
Time: 12:30-4:00 pm
Place: Hamburger University (McDonald’s Campus, Oakbrook, IL)
Cost: Free to all! Limited to first 100 participants
Registration: Contact Susan Modrzejewski at smodrzejewski@stericycle.com to register. Include ALL of the following information: Name, Company, Phone Number, and Email address
Information: Mark Hamilton, markhamilton@affina.com or (309) 679-4401
Ask SOCAP
Q: How does SOCAP choose topics for the Symposium and Annual Conference?
A: The topics and themes for the Symposium and Annual Conference are chosen by SOCAP’s Conference Committee with input from staff and the SOCAP Board. Additionally, the Conference Committee and staff rely heavily on the feedback from attendee evaluations to determine major issues or ideas to address at the Symposium and the Annual Conference.
The conference topics for SOCAP’s 2008 meetings have been set. At the Symposium in April, the focus areas will be Globalization, Consumer Trends and Data & Reporting. For the Annual Conference in October, the topics will be Hispanic Marketing, Business Social Responsibility, Consumer Advocacy and Professional Development.
SOCAP welcomes session proposal ideas and submissions at any time. All proposals will be reviewed by the Conference Committee. Please send your session ideas to Marjorie Bynum at marjorie@socap.org.
