SOCAP International

News and Events

SOCAP Southwest Region
AI in the contact center event @ Ttech in Denver
April 27th, 2018

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SOCAP Southwest Region
Holiday Luncheon - Wednesday, December 13, 2017

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SOCAP Southwest Region
Boat House San Diego-October 23rd, 2017

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SOCAP Southwest Regional Event
Honda- September 22, 2017

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SOCAP Southwest Regional Chapter: Hermosa Beach was a success!

Friday, August 18, 2017

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SOCAP Southwest Regional Chapter: How Do You Leverage Technology to Provide a Frictionless, Low Effort Customer Experience?

Friday, August 18, 2017


It’s hard to pick up a magazine or turn to the news without hearing about how technology and automation is changing our world and rapidly shaping the customer experience.

Technology is giving customer care professionals more automation options than ever before. This automation can actually help reduce friction by getting the customer the right answer quickly.

Customer care leaders need to know what to automate, what not to do, and what the overall impact will be on the customer experience.

So, the SOCAP Southwest Regional Chapter is pleased to present an innovative and practical technology workshop with leading technical and business solutions experts, each with a different perspective. Join us as we explore the answers to these questions and arm ourselves with knowledge for the future of customer experience.

Some of the questions answered will be:

  • What is AI?
  • What are Chatbots?
  • Who is using them today and for what purpose?
  • In what ways do we think it will impact consumer engagement today and in the future?
  • What are the type of software and hardware needed to use these tools and implement them into our operations?
  • What role can the digital employee play in customer care?
  • How do we blend the digital employee with the human employee?



Keynote Speaker -Dan Fox– Director of Business Development, Speech & Language Technologies - Interactions LLC –“Free Your Customers from the Maze…Why It’s All About Lowering the Customer Effort”

Tobias Goebel, Aspect – Director of Emerging Technologies – An Outlook of Where AI and Chatbots are Going… Tobias will talk about how can we distribute work with the digital employee and the human employee. He’ll also share some examples of return on investment using automation.

We’ll also have a panel discussion featuring several Subject Matter Experts from Aspect, Interactions, Genesys and BrightPattern on the Technologies used to reduce customer effort.



Friday, August 18, 2017
1:30 p.m. - 2:00 p.m. Registration
2:00 p.m. - 2:45 p.m.Dan Fox – Interactions LLC- Customer Effort Matters - Insights from comprehensive research recently conducted by Interactions

2:45 p.m. - 3:30 p.m.Tobias Goebel– Aspect - How AI and chatbots are changing the customer experience and where we could start

3:30 p.m. - 3:45 p.m. Refreshment Break
3:45 p.m. - 4:30 p.m. Expert Panel Discussion
4:30 p.m. - 4:50 p.m. Sponsors Showcase
4:50 p.m. - 5:00 p.m. Summary Close
5:00 p.m. - 6:00 p.m. Networking
6:00 p.m. Informal Dinner with Group


Beach House Hotel
1300 The Strand
Hermosa Beach, CA 90254
Event held in Pacific Room


Members $50
Non-Members $75
Register Today!

 Thank you Aspect and Genesys for sponsoring this event!


SOCAP CHAPTER EVENT REGISTRATION CANCELLATION POLICY:Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted


Southwest Regional Chapter - Customer Experience: Winners, Losers and Ones to Watch at Petco Park

 May 17, 2017

The best practices, decision making and extraordinary results of the top customer experience companies have created winners, losers and businesses to watch. Leaders like Intuit (TurboTax, SnapTax), Amazon (Jeff Bezos), Starbucks (Howard Schultz), Netflix (Reed Hastings) and newer companies including Uber, Square and Airbnb marginalize and eliminate competition. Bean calls these companies “Experience Makers.” They go beyond conventional customer service, support and satisfaction with a purpose designed customer experience (CX).

Keynote Speaker: Jeofrey Bean

In this special keynote presentation for SOCAP, followed by a workshop, Jeofrey Bean, author of Customer Experience Rules! and The Customer Experience Revolution, a best-selling CX book with Sean Van Tyne, will share his insights of why the best in CX are better and different for customers, lead in customer advocacy and what it means for businesses from start-ups to corporations.

Based on his experience, research and live interviews with CX leaders for his books and courses at UC San Diego, Jeofrey Bean will focus on an essential set of best practices and culture that redefine customer experience and propel businesses to customer experience leadership.

Following the keynote presentation Jeofrey will lead a customer experience workshop about selecting and prioritizing best practices for your business so you leave with ideas to begin improving or innovating your customer experience.

Stadium Tour & Padres vs. Brewers Baseball Game

Following the keynote presentation and workshop, you'll enjoy a tour of Petco Park along with watching the Padres and Brewers baseball game. Sit on The Rail of San Diego's own "Green Monster" - the iconic Western Metal Co. Building. The Rail is an exclusive seating area giving you an elevated bar-rail experience on the patio of the Budweiser Loft. It includes in-seat service and access to the Budweiser Loft.

Wednesday, May 17, 2017 (Event Schedule)
1:30 p.m. - 2:00 p.m.   Check-in (location details will be sent to registrants)
2:00 p.m. - 4:00 p.m.   Keynote Speaker: Jeofrey Bean
4:00 p.m. - 5:30 p.m.   Stadium Tour
7:10 p.m.                         San Diego Padres vs. Milwaukee Brewers Game

Petco Park
100 Park Boulevard
San Diego, CA  92101

COST (includes keynote, appetizers, tour, game ticket and one 24oz beer)
$80 Members
$80 Non-Members

The first 30 people to register will receive The Customer Experience Revolution and Customer Experience Rules! Both books will be signed by Jeofrey Bean.

Southwest Regional Chapter - Gallup’s Strengths-Based Leadership Workshop

March 10, 2017

    SOCAP’s Southwest Regional Chapter is excited to offer an exceptional opportunity to its members to participate in what has come to be one of SOCAP’s highest-rated chapter events.

    More than a decade ago, Gallup unveiled the results of a landmark 30-year research project that ignited a global conversation that would change human development. Now, more than 14 million people have taken Gallup’s Strengths-Based leadership assessment which has allowed them to focus on developing what’s right with people (strengths) as opposed to what's wrong (weaknesses).

    Additional information to be announced at a later time.

    Friday, March 10, 2017 (Event Schedule)
    10:00 a.m. - 10:30 a.m.    Registration
    10:30 a.m. - 10:45 a.m.    Introductions
    10:45 a.m. - 12:45 p.m.    Gallup - Strength Finder Session
    12:45 p.m. - 1:30 p.m.      Lunch and Networking

    Gallup Office
    18300 Von Karman Ave.
    Suite 1000
    10th Floor
    Irvine, CA 92612

    Members  $50
    Non-Members  $75

    SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds will be given if made within five full business days (Monday-Friday) prior to the Chapter Event. Registration fees are not transferrable to future events. The Strengths Finders Assessment Fee is included in the cost of registration. Please be advised that a $15 reduction will be made to any approved refunds to cover the cost of the chapter’s pre-paid expense. 

    Thank you Spokeo for sponsoring this event!

    Thank you Gallup for hosting this event!


    Wednesday, December 14, 2016


    Join the SOCAP Southwest Regional Chapter for their S.T.A.R. Awards and Holiday Luncheon


    You're invited to join us at the Coyote Hills Golf Course as we get into the holiday spirit and celebrate the hard work of our customer service representatives by honoring them with the SOCAP Top Achiever Recognition (S.T.A.R.) Award.

    We encourage you and your company to nominate individuals who make a difference every day with their positive attitude, willingness to lend a hand and forward thinking in everything they do. Be it a representative, floor leader, supervisor or trainer - if they are invaluable to your company then we want to hear about them! Please use this link to access the S.T.A.R. Nomination Form.


    Keynote Speaker - Michael Tchong, Founder of ubercool INNOVATION

    Michael Tchong 

    Michael Tchong is a high-energy, passionate speaker who devotes himself to driving trends that reinvent markets. His trademark motto is, "I help you catch the next wave before it catches you."

    An innovation catalyst, Michael inspires attendees by dissecting opportunities that exploit market shifts, in particular massive "Ubertrend" waves. His talks showcase brands and individuals who are leading the charge to reinvent industry sectors by harnessing emerging societal and technology trends, with an emphasis on the trajectory shift innovation provides.

    Michael is the founder of ubercool INNOVATION -- a consulting agency and incubator -- and an adjunct professor of innovation at the University of San Francisco and UC Berkeley. He’s currently writing his third book, Ubertrends, to be published in early 2017. His trend and innovation analysis resides at

     "Spark of Love" Toy Drive - Give Your Support

    During this time of year the SOCAP Southwest Regional Chapter has an opportunity to give back to those less fortunate. We are asking that you consider bringing an unwrapped new toy to ensure every underprivileged child receives a gift this holiday season. All toys will be given to the Fullerton Fire Department.

    The “Spark of Love” Toy Drive is sponsored by ABC7 television and fire departments in Orange, Los Angeles, Ventura, Riverside and San Bernardino counties. Further information about the “Spark of Love” Toy Drive may be obtained by calling the Fire Prevention Division of the Fullerton Fire Department at (714) 738-6500.



    Wednesday, December 14, 2016
    10:00 a.m. - 2:00 p.m. PST

    Coyote Hills Golf Course
    1440 E. Bastanchury Road
    Fullerton, CA 92835

    Members: $45
    Non-Members: $55

    Register Today!

    Thank you RQA, Bright Pattern, Interactive Intelligence, World Connection, ALTA Resources and Pro Outsourcing for sponsoring this event!


    SOCAP Chapter Event Registration Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.


    Friday, September 23, 2016

    SOCAP Southwest Regional Chapter Presents

    Networking at the Winery


    Join the Southwest Regional Chapter at the Lorimar Winery in Temecula, for a winery tour through their beautiful grounds, a wine tasting (6 delicious wines), a gourmet lunch and networking with executives from some of the world’s best known brands.

    But wait, there’s more. You are also invited to join us for dinner at the Vineyard Rose Restaurant at the South Coast Winery for a wonderful dinner, networking, great wine and great conversation. (This is optional - Dinner is not included in the cost – each participant must purchase their own food/beverage)

    Matt O'Doherty from Lorimar Winery will be giving a presentation on Lorimar’s Customer Service & Customer Loyalty Philosophy.

    The event will include a winery tour, wine tasting, gourmet lunch, a customer loyalty presentation and networking with other SOCAP members





    Friday, September 23, 2016
    12:00 - 4:00 pm PST

    Lorimar Winery
     39990 Anza Road
    Temecula, CA 92592
    Dinner (This is optional and not included in the cost – each participant must purchase their own food/beverage)

    Time: 5:30 – 7:00 p.m.
    Where: Vineyard Rose Restaurant (South Coast Winery)
    Address: 34843 Rancho California, Rd, Temecula, CA 92591

    Hotel accommodations - 5 Rooms blocked (first come, first serve)

    If you would like to stay the weekend, below are some special rates at the South Coast Winery Resort and Spa. Why not spend the night and enjoy another day of touring SoCal's best wineries? There's over 50 wineries in Temecula for you to explore.

    To reserve your room, contact Mary Lukowski at 951-587-9463, ext. 7250 or

    Members: $40
    Non-Members: $45
    Register Today!


    Thank you Bright Pattern, Interactive Intelligence,
    Alta Resources and Pro Outsourcing for sponsoring this event!

    SOCAP Chapter Event Registration Cancellation Policy:
    Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.


    Friday, August 19, 2016

    SOCAP Southwest Regional Chapter

    Another Great Event!!


    Networking at the Beach: How to Deliver and Measure Effortless Customer Experiences through Voice and Text Message

    Southwest Regional Chapter had a great time in Hermosa Beach, CA for this exciting event sponsored by SmartAction, World Connection and Interactive Intelligence. We had three exceptional speakers that provided great info for all who attended.

    Lauren Kindzierski from HGS spoke about“How to Launch Text Message Customer Service”

    Michele Crocker and Tripp Kerr from Zenacity Group discussed “How to Measure Customer Experience in An Omni Channel World”

    Patrick Munoz from Voice Zone spoke about“How to Use Our Voice To Create Memorable Customer Experiences”


    Thank you SmartAction, World Connection and Interactive Intelligence for sponsoring this event!