SOCAP DC Metro Chapter Presents:
“Customer Experience Success Stories: How the Federal Government and the City of Philadelphia Provide Great Service for Citizens.”
June 4, 2015
Presentations, discussions, networking, and lunch!
You’ll have the opportunity to listen to customer experience presentations delivered by two experts, discuss how your organization is managing customer experience, network with your peers, and enjoy a delicious lunch.
We are proud to welcome two excellent speakers:
Rosetta Carrington Lue, Chief Customer Service Officer for the City of Philadelphia and the Executive Director of Philly311
MaryAnn Monroe, Director of Customer Experience for GSA’s Federal Citizen Information Center
• Rosetta Carrington Lue will talk about how the City of Philadelphia is engaging citizens through digital services. She will explain how government is changing, and why the conversation is no longer about why we need digital services for engagement initiatives, but how we can use them. Rosetta will discuss how her organization engages citizens through digital services by getting to know them, having a strategic plan, and using a wide range of channels to communicate with customers and listen to feedback.
• Mary Ann Monroe will talk about using customer experience strategy to improve USA.gov, the government's digital front door to information and services. USA.gov's omni-channel presence handles over 80 million citizen interactions per year. Mary Ann will describe how her team has used customer personas, journey mapping, and data integrated from multiple service channels, to understand citizens' pain points and prioritize solutions their problems.
Who should attend
Anyone interested in customer experience, consumer relations, or citizen engagement. This event is open to everyone who cares about how organizations interact with customers. Please come and bring your colleagues.
Click the link now to register for this educational event!
Thursday, June 4, 2015
9:00 a.m. - 9:30 a.m. - Registration
9:30 a.m. - 11:00 a.m. - Speaker Presentations
11:00 a.m. - 11:30 a.m. - Roundtable Discussion
11:30 a.m. - 12:30 p.m. - Lunch
5333 Wisconsin Avenue, NW
Washington, DC 20015
COST (Includes Lunch)
$20 - SOCAP Members
$30 - Non-members
Want to become a member? Join SOCAP now.
SOCAP DC Metro Chapter event on June 6, 2013 was a huge success!
LOCATION - New SOCAP Member: Ketchum, Inc. www.ketchum.com, 2000 L St NW, Washington, DC 20036
Stan Lucas, Director of Customer Insights for Ascen Retail Group addresses the SOCAP event attendees on June 6, 2013 at the offices of new SOCAP member, Ketchum, Inc, in Washington DC.
Customer Experience, Consumer Engagement and Voice of the Customer programs are quickly becoming a strategic focus of the world's largest and most successful brands. Consumer Affairs professionals are in the driver's seat, positioned to analyze call center and contact data, Big Data, to provide insights to the business.
The Washington DC SOCAP Chapter proudly presented Customer and Consumer Experience stories from real business practitioners. Jack Sullivan, N.A. Consumer Engagement Lead with Unilever, and Stan Lucas, Director of Customer Insights & CRM with Charming Shoppes, Inc., a subsidiary of ascena group inc., shared their stories of how they are learning to adapt to a changing customer landscape through the use of internal collaboration and technology.
The format included individual presentations followed by a roundtable discussion. A packed meeting room enjoyed the presentations. Audience questions provided additional lively discussions. The speakers provided timely content with real studies and statistics. Their frank discussions of issues and concerns was refreshing and impressive.
Jack Sullivan has over 20 years of customer care experience within the consumer packaged goods industry. As the N.A. Lead for Unilever’s Consumer Engagement Center, Jack is responsible for operations in the US and Canada where over 4 million consumer engagements are managed annually. Alligned with Unilever’s Consumer & Market Insight team, Jack’s focus is on enhancing the consumer’s brand experience through engagement with the CEC and creating insights to develop marketing programs. Through his long involvement with the Society of Consumer Affairs Professionals (SOCAP), Jack remains actively involved in promoting the customer care industry and is a past President of the NYMetro Chapter.
Stan Lucas is currently the Director of Customer Insights for Charming Shoppes, Inc., a subsidiary of ascena retail group inc., a specialty apparel retailer primarily focused on the needs of the plus-sized woman. His 15 years of experience in retail and financial services includes work at Macy’s before Charming and during his tenure he has served as a manager of everything from credit risk to Loyalty and CRM. Stan was born a New Yorker, graduated a Hoosier, and even spent time in the Buckeye State before settling in the Philly area. When he is not pulling together insights about women’s apparel, he enjoys spending time with his family and coaching soccer.