SOCAP International


2017 WACRA/SOCAP Conference
Wednesday, October 25

6:30am - 8:30am 
  • Breakfast Buffet
  • Late Registration
8:30am - 8:45am 
  • Platinum Sponsor Opening
  • Chairperson's Welcome
    Kavita Sharma al-Jassim,Gulf Air, WACRA Chair 
8:45am - 9:45am  Training and Coaching: How to develop your team's writing skills
Leslie O'Flahavan, E-WRITE 
9:45am - 10:05am  Platinum Sponsor
10:05am - 10:25am  Break and Sponsor Review 
10:30am - 11:30am  Keynote Speaker
Christopher Elliott 
11:30am - 12:15pm  Guest Speaker
Jeff Butler, VP of Guest Services and Inflight, Alaska Airlines / Virgin America
12:15pm - 1:15pm  Lunch 
1:15pm - 2:15pm Customer service in the comment section: How TSA uses social media as a real-time customer service tool
David Johnston / Jennifer Plozai - TSA
2:15pm - 2:20pm  Silver Sponsor
Astute Solutions 
2:20pm - 3:05pm  Guest Speaker
Jim Davis, VP of Western USA, Delta Air Lines
3:05pm - 3:45pm  Guest Speaker
Craig Derrick, Central Baggage, Southwest Airlines
3:45pm - 4:00pm  Break and Sponsor Review 
4:00pm - 5:00pm 
  • Guest Speaker
    Alaska Airlines
  • Platinum Sponsor
5:00pm - 5:15pm  Close Out Day 1
WACRA Board 
5:00pm - 6:00pm  Reception 

Thursday, October 26

6:30am - 8:00am 

Breakfast Buffet

8:05am - 8:15am 

Sponsorship Session / Kick Off Day 2
Gold Sponsor: Sparkcentral 

8:15am - 9:45am  Keynote Speaker: Patricia Fripp
All Speaking is Public Speaking: In Person, Online, On Stage

9:45am - 10:00am  Break and Sponsor Review 
10:00am - 11:00am  Creating unfair advantages using web and mobile self-service and self-help
Service Target - David Hayden 
11:00am - 12:00pm 
  • Guest Speaker
    Laurie Meacham - Jetblue
  • Gold Sponsor
12:00pm - 1:00pm  Lunch 
1:00pm - 2:00pm
  • Guest Speaker
  • Silver Sponsor
    Astute Solutions
2:00pm - 3:00pm  Guest Speakers
Eric Lipp / Candace Cable - Open Doors
3:00pm - 4:00pm  Consumer Complaint Data
Fred Elsberry, Better Business Bureau (BBB)
4:00pm - 4:30pm  Close Out Conference
WACRA Board 

SOCAP's 2017 Cancellation Policy

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $250 per registration will be charged on refunds received on or before September 15, 2017. No cancellations or refunds after September 15, 2017. Substitutions will be gladly accepted at no charge until September 15, 2017. A $175 fee per registration will be charged on any substitutions made after September 15, 2017. Registration transfers to future meetings will not be accepted.

Photography Notice
Be aware that by participating in SOCAP’s Annual Conference, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.