President’s New Year's Message, 2008 Matthew R. D'Uva, CAE President, SOCAP International As SOCAP International looks forward to a jam-packed 2008, we invite you to join us in celebrating SOCAP’s 35th anniversary. Many of you have commented on the positive changes we’ve made in 2007, including the exciting launch of SOCAP’s new logo, mission, vision and core values. However, that is only the beginning! In 2008, SOCAP will introduce new programs and services designed specifically to help you—our customer care experts—to grow and advance professionally. In addition, SOCAP will seek to promote the customer care profession as a more visible driver of business transformation across all industries. There have been many proud moments in our history, so I hope that you will come along for this incredible ride, which includes honoring the evolution and achievements of SOCAP and our profession.

As SOCAP celebrates 35 years of growth and progress, we also pause to reflect on the reasons why we exist. Simply stated, SOCAP exists for the sole purpose of serving you, our valued members. However, we are also a professional association whose success depends on the active participation and support of our members—not just financially but also through the volunteering of time and ideas. Your membership makes it possible for SOCAP to invest valuable resources into programs, services and infrastructure that will ensure our association’s continued existence for future generations of customer care experts. For those of you who actively serve on a SOCAP Committee or at the chapter level, we thank you and owe you a debt of gratitude. For those of you who have not yet gotten involved with SOCAP, consider this your invitation. SOCAP needs your skills and talents to grow and advance our profession.

Because of your valued member feedback about the importance of networking with industry peers, SOCAP has redefined and refocused the 2008 Symposium. This year’s Symposium, April 27-30 in Boston, will feature new Industry Learning Labs organized around six different industries—Pharmaceutical/Healthcare, Travel/Hospitality, Automotive, Food and Beverage, Consumer Products and Retail/Apparel. We have invited leading companies like Campbell Soup, Jockey International, Macy’s, Philip Morris, Continental Airlines, Unilever, Johnson & Johnson and others to help us organize industry sessions at the Symposium that will address the most timely business issues facing today’s customer care professional. You will also hear case study presentations from top companies like Proctor & Gamble, Sara Lee, Clorox, Bayer Healthcare and Kraft on the issues of globalization, data and reporting and consumer trends. And it doesn’t stop there! SOCAP’s 2008 Annual Conference, October 5-8 in Miami, will continue important national discussions on Hispanic marketing, business social responsibility, consumer advocacy and professional development.

SOCAP is also making strategic changes to CRM Magazine in 2008. Look for magazine issues focused on topics more aligned with our conference content, interviews with leading practitioners in customer care and professional development tips. CRM Magazine will also highlight SOCAP’s 35 anniversary through articles, interviews and timelines celebrating our rich history of change and progress. This year will also include the release of another important publication, the 2008 SOCAP Membership Directory. We are pleased to offer added features to this valuable networking tool that will help you stay connected with other SOCAP members anytime, anywhere.

Other exciting activities for 2008 will include a new member needs assessment survey to help SOCAP find more ways to enhance the value of SOCAP membership and a Blue-Ribbon Panel of leading industry experts to help define the role of customer care as a change agent in business. Also, if you are a new member interested in learning more about the many opportunities within SOCAP, then consider signing up for our new Mentor Program this year and get connected with a mentor who can answer your questions.

In her Chairman’s Message delivered at the 2007 Annual Conference, SOCAP’s new Board Chairman, Beth Thomas-Kim of Nestlé, predicted that SOCAP would be "great in ’08!" These words certainly reflect the excitement, promise and progress that SOCAP will make this year, and your participation is key. Join us in making SOCAP the best organization it can be in 2008. Be a part of our network of volunteer committees, chapters and SANGs as vehicles to connect with our membership. If you want to know more about SOCAP and how to get involved, please ask. I encourage you to email me directly at matthew@socap.org or Beth Thomas-Kim at beth.thomaskim@nestle.com. We want to hear from you. SOCAP needs your valuable experience, support and ideas to continue to thrive in 2008.