SOCAP International


(Subject to Change)


Sunday, October 18

8:00am - 12:00pm
SOCAP Golf Tournament
Sponsored by: Marketing Alternatives, Inc.McKee ConsultingNICE Systems 
(separate registration required - Buses available leaving from the lobby at 7am; Shotgun start is promptly at 8am)
8:00am - 11:45am  SOCAP Everglades Tour
(separate registration required) 
1:00pm - 6:00pm  Registration 
2:30pm - 4:00pm  Chapter Leadership Forum 
4:30pm - 6:00pm  First-Timer/New Member Orientation 
6:00pm - 7:00pm  Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS


Monday, October 19

7:30am - 8:30am  Breakfast
Sponsored by SPi Global
8:30am - 10:00am  Opening General Session
Sponsored by Unilever
Keynote Speaker: Andy Stefanovich
Corporate Curator, Provocateur and Author of Look at More: A Proven Approach to Innovation, Growth and Change
10:00am - 10:30am  Networking Break 
10:30am - 11:45am 

Breakout Sessions

  • Customer Engagement: Aligning Inside to Win on the Outside
  • Mobile Strategies that Matter
  • How your Call Center Can Benefit From a Customer Engagement Center
  • Instant Gratification - Kellogg's Chat and Jockey's Text Journey
  • SOCAP's Customer Engagement Framework: Real-World Application and Success at Domino's
12:00pm - 1:30pm  Networking Lunch
Sponsored by HGS
HGS Logo png 
1:00pm - 2:00pm  Dessert & Networking in Exhibit Hall 
2:00pm - 3:15pm 

Breakout Sessions 

  • Omnichannel vs. Multichannel: Opportunities and Impact on Customer Engagement
  • Voice Analysis and the Evolution of Customer Analytics
  • Storytelling Data for Executives and Senior Management
  • The Endangered Customer: 8 Steps to Guarantee Repeat Business 
  • Get Proactive: How to adapt to the evolution of consumer engagement in 2016
3:15pm - 4:00pm  Break
Sponsored by TeleTech
4:00pm - 5:15pm  Afternoon General Session
Sponsored by Kraft Heinz
Keynote Speaker: Darren Pleasance 
Director of Global Customer Acquisitions, Google
5:15pm - 6:15pm  Exhibitor Reception 
9:00pm - 10:30pm  SOCAP Night Cap Lounge
Sponsored by Astute Solutions

Tuesday, October 20

7:30am - 8:30am  Breakfast
Sponsored by Astute Solutions
8:30am - 10:00am  Morning General Session
Sponsored by Kellogg Company
Keynote Speaker: Jackie Huba
Author and Customer Loyalty Expert 
10:00am - 10:30am  Break
Sponsored by Advantone
10:30am - 12:00pm 

Spotlight Sessions

  • The Innovative Edge: 7 ½ steps for Creating a Culture of Innovation
  • Framing Your SOCAP Framework Results
12:00pm - 1:30pm  SOCAP Annual Business Meeting Luncheon
Sponsored by Salesforce
1:00pm - 2:00pm  Dessert & Networking in Exhibit Hall 
2:00pm - 3:15pm 

Breakout Sessions 

  • Workplace 2020: What will be The New Normal? (The Contact Center of the Future, Part 3)
  • Moments that Matter: Google's Journey to Customer Success
  • Chat as a Sales and Service Channel: Is it Right for You?
  • The "Un-Session" - Open Round Table Discussions
3:15pm - 3:30pm  Break 
3:30pm - 4:45pm  Closing General Session
Sponsored by General Motors
Keynote Speaker: David Zweig
Author of Invisibles 
5:30pm - 6:30pm  Pre-Finale Happy Hour
Sponsored by Wilke Global 
Wilke Global Logo
6:45pm - 10:00pm  Social Finale
Sponsored by 24-7 Intouch

Wednesday, October 21

9:00am - 2:00pm  CPG Community Meeting
(separate registration required) 
9:30am - 11:30am  Post-Conference Workshop | Journey Mapping: A Practical "How-To" Approach to Improving Your Customer Engagement
(separate registration required) 
7:30am - 5:00pm  Automotive Summit - Day 1
(open to auto OEMs only; separate registration required) 

Thursday, October 22

7:30am - 3:00pm  Automotive Summit - Day 2
(open to auto OEMs only; separate registration required) 

SOCAP 2015 Annual Conference Mobile App Sponsored by Alta Resources
Alta Resources

Hotel Keycards Sponsored by 24-7 Intouch

Wireless Internet Sponsored by Inktel

Conference Pens and Pads Sponsored by Premiere Response

Sunday Room Drop Sponsored by Avtex
Avtex-Master-Logo (2)

SOCAP's 2015 Annual Conference 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 18, 2015. No cancellations or refunds after September 18, 2015. Substitutions will be gladly accepted at no charge until October 2, 2015. A $175 fee per registration will be charged on any substitutions made after October 2, 2015. Registration transfers to future meetings will not be accepted.