SOCAP International

Canada Chapter - “Thumbs Up” Customer Service

September 15, 2016
What does it take to make a Canadian consumer happy? How about a warm coat, a cold beer and a smart phone? What could be better than that? Well it takes more than great products to receive the much desired “thumbs up” when it comes to customer experience. So, we’re meeting at Roger’s Bloor Street Headquarters in Toronto to explore some proven strategies that can dramatically impact the satisfaction of your customers.SOCAP’s Canada Community welcomes you to Toronto for our 3rd Annual Summit on Customer Experience. We’ve invited some of Canada’s most loved brands – Canada Goose, Molson Coors and Rogers – who will share their approaches on:
  • Creating a culture of customer-centricity and employee empowerment through the use of award-winning coaching
  • Strategies for consistently positive customer experience in this omni-channel environment
  • Harvesting rich, actionable data and a better understanding of the consumer through customer journey mapping


Silvia Lulka, ACC, BCACC Director Coaching – Rogers Communications Inc. She will discuss Measurable outcomes of a Coaching Culture…One Conversation at a Time.

Silvia has built and implemented an International Prism Award Winning strategy that enabled a coaching culture with sustainable results. Silvia takes an integrative approach to her work and describes her role as being a coach to the organization as a whole.

Patrick Louis, Director of Customer Experience – Canada Goose. He will discuss Delivering Exceptional Customer Experience Regardless of the Industry or Channel.

Patrick is a passionate and successful B2B and B2C executive with extensive experience in sales and customer service. He is a seasoned call centre expert with over 25 years of experience in a variety of companies.

Carole Berry, Corporate Affairs Specialist – Molson Coors Canada & Tim Kisil, Director of Customer Experience – 24-7 Intouch. Both will discuss Raise a Cold One to the Rich Data & Key Learnings Derived from Mapping out the Molson Coors Customer Journey.

Carole is responsible for managing the Consumer Care Team, Community Relations and National Responsible Drinking Program for Molson Coors Canada. With over 20 years of experience in the beverage industry, Carole has coordinated community and government events across the country, leveraging customer journey mapping to gain insights into the characteristics, needs and behaviours of the consumer.

Tim is responsible for supporting strategic customer relationships, including implementation and transforming voice of the agent information into actionable customer insights. He has worked with valued business partners to incorporate technology and enhance the company’s product and service offerings for a number of industries.

Thursday, September 15, 2016
10:30 a.m. – 4:30 p.m. ET
Registration will begin at 10:00 a.m.

Rogers Headquarters
333 Bloor Street E.
Toronto, Ontario Canada

COST (Includes Lunch)
Member $149 (US) – Approx 198$ (Canadian)
Non-Member $179 (US) – Approx 238$ (Canadian)
FT Student $50 (US) – Approx 67$ (Canadian)

SOCAP International and SOCAP’s Canada Community want to express our thanks to our sponsors Greatify, 24/7 Intouch and Aspect Software
and a special thanks to our host

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.