SOCAP International

NY Metro Chapter - Customer Journey Mapping Workshop - From Theory to Reality

September 15, 2016
In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping (CJM). This will be an interactive, information-rich discussion exploring why CJM is important, COPC Inc.’s proven CJM approach, and how you can launch your CJM initiative quickly and effectively. This workshop will arm you with the information you need to start your CJM project immediately.

  • Why is the customer experience so important?
  • How do we help clients deliver a positive omnichannel customer experience?
  • Why invest in customer journey mapping?
  • How to get started with CJM today?
Paul Shuga is a proven leader with deep experience in driving improvements in customer experience and streamlining operations as well as maximizing organizational efficiency. In addition to being an expert in performance improvement, Paul is also a COPC Certified Auditor and COPC Certified Facilitator of COPC training programs, including the COPC® Customer Journey Mapping Certification Program. For more than 15 years, Paul has led client engagements throughout the world, driving improvements in quality, customer satisfaction, sales, cost reduction, and service.

Join us for this customized workshop, developed exclusively for SOCAP members. You will take away enough information in one day to kick-off customer journey mapping and contribute to the strategic success of your organization!

We’ll kick off the event with a one hour open forum discussion. This session will focus on defining Journey Mapping, visualizing the value, positioning CJM as a tool for improving customer experience, and reviewing some use cases. You will hear from contact center consultancy members and brand practitioners with extensive experience with CJM.

WHEN (Event Schedule)
Thursday, September 15, 2016

9:30 a.m. - 10:00 a.m.      Registration
10:00 a.m. - 10:15 a.m.    Opening Remarks
10:15 a.m. - 11:15 a.m.    Panel Discussion
11:15 a.m. - 4:00 p.m.      Program (Lunch Provided)
4:00 p.m. - 5:00 p.m.        Networking

R.C. Bigelow, Inc.
201 Black Rock Turnpike
Fairfield, CT 06825

COST (Includes Lunch)
Members: $75
Non-Members: $95

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.