SOCAP International

2013 Canada Community Spring Meeting

Register Now—Seats are Limited! | View the Agenda

Join the Canada Community at their premiere Montreal event and network directly with Canada's top leaders in customer care!

Social Media has become a completive necessity for business leaders, who are starting to realize its full potential regarding customer experience. Pierre Marc Jasmin of Services Triad will review the top line results of a benchmarking study of corporate social media usage to understand the evolution and impart of social media over the past years.

Presentations by Nygel Weishar of Scotiabank, Josée Bourdage of Fido Solutions and Jean-François of L’Oréal Canada will cover industry trends in the banking and telecom sectors as well as the customer experience through various channels.

Finally, a panel discussion moderated by Matt Wheatly of Social Herd will examine effective methods of social media integration in the call center.

After this event, you will know:

  • The strategies used by successful companies to position their social media

  • How to measure the ROI of social media effort and determine profitability

  • In-depth and current statistics on social media usage

  • The leading issues contact centers are facing with social media

Seats for this exclusive event are extremely limited, so don't wait!  Register now!  If you have any questions about this event, please contact Nick Blanchette at nick@socap.org or by calling (703) 910-2471


Speakers

Josée Bourdages is a veteran with more than 17 years in the telecoms industry. She joined Fido Solutions’ Team in March 1996.In August 2005 she was appointed Director of Customer Experience and Business Strategies. She is responsible for the development and implementation of strategies for customer service. These strategies aim to develop and protect the customer experience offered by Fido brand across all points of contact. In December 2009, Josée was designated to participate in the customer experience strategies for Rogers Communications. She continues to maintain her role for the Fido brand and also participates in the support of the Rogers Wireless. Most recently, she has accepted the functions of Vice-president, Customer Relations and Operations for Fido's customer with a mandate to oversee customer relations, national direct-to-consumer sales and customer relationship management. Josée has spoken in multiple share knowledge Customer Experience seminars. With her dynamic style, she inspires and empowers her audiences to use their personal customer experiences in an effort to differentiate themselves from the competition.

Pierre Marc Jasmin, with over 20 years experience in customer relationship and contact center management, is senior advisor and CEO at Triad Services, a consulting firm he founded in 1996. In that period, Triad consultants have achieved more than 300 mandates and over 100 benchmark studies, analyzing and comparing operational practices of more than 100 major North American call centres.

Furthermore, Triad Services has designed many training programs, guides and tools to help contact centres optimizing their operations and move towards “best in class” management practices.

Pierre Marc is part on many committees and board of directors in the contact centre industry. He often acts as speaker for seminars and conferences in America and Europe.


Nygel Weishar has worked with many worldwide organizations/brand agencies assisting in creating comprehensive social media strategies from conception to implementation. In his current role, he manages and develops the national social media customer service team for Scotiabank as well as provides real-time social media reporting for executive offices within the company. Recently, Nygel has presented at conferences such as iABC, CSMNY, Socialize, GTACC, and SOCAP International on various topics surrounding social media.


Matt Wheatley is Director of Sales and Business Development for Social Herd, a division of 24-7 Intouch.  In this role, Matt facilitates channel expansion by supplementing agent labor with the proper technology. He focuses on the relationship with customers in the social media sector, both current and new, working with them to develop the best social strategy to fit their needs.
In Matt’s previous role with 24-7 Intouch, he was responsible for strategically incorporating new technologies to 24-7 Intouch’s product and service offering and engaging with strategic partners. Prior to joining 24-7 Intouch in 2010, Matt held senior management roles in Customer Service, Operations, Sales and Marketing. Matt has a degree in Computer Engineering and is currently pursuing his MBA.


Key Event Details

What: SOCAP International 2013 Canada Community Event

Where: L'Oreal Canada
1500 University Street
Suite 600
Montreal, Quebec
Click Here to View a Map

When: Thursday, May 30 | 12:00 - 6:00pm