SOCAP International

2016 Annual Conference

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SOCAP 2016 Annual Conference: Digital Consumer Care

Digital channels have completely changed the way consumers communicate and get information on products and services. The availability and access to these digital channels not only continue to empower consumers, but customer care via digital channels has now become what McKinsey calls a "strategic imperative" for companies seeking to deliver consistent, relevant and superior customer care.

Consider these statistics:

  • Nearly 65% of social media users go digital when seeking consumer ratings; 62% do so for consumer reviews and half routinely visit company websites (McKinsey)Cell Phone
  • Companies that leverage digital customer care can increase customer satisfaction by up to 33% (McKinsey Article, August 2015)

SOCAP's 2016 Annual Conference will address Digital Consumer Care and the impact that digital will have on the customer experience. Broad strategic questions we plan to explore through the conference sessions include:

  • How are companies prepared to deliver quality digital consumer care?
  • What does digital transformation look like in your company?
  • What are the challenges and opportunities associated with pursuing digital care?
  • What resources or investments are required to provide reliable and superior digital care in the future?
  • What are companies currently doing with digital care?
  • What does the advent of digital channels for consumer care mean for traditional channels for customer care? (e.g., phone)

TabletSession categories will be: 

  • Technology – includes specific ways technology channels (e.g., social, video, chat, mobile, etc.) are driving digital consumer care. Also, mitigating risk with technology (e.g., protecting networks and customer data in contact centers) 
  • Multichannel – includes self-service processes and strategies. Also, how companies are leveraging different channels of communication. 
  • Training and Development – includes related training and staffing issues related to digital customer care. 
  • Reporting – includes topics related to metrics and ROI with digital care. Also, the different ways that companies share, apply and report data.

2016 Annual Conference Registration Rates:

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​SOCAP's 2016 Annual Conference Cancellation Policy

Refunds for cancellations must be made in writing (via email to socap@socap.org) to the SOCAP National Office. A processing fee of $250 per registration will be charged on refunds received on or before September 16, 2016. No cancellations or refunds after September 16, 2016. Substitutions will be gladly accepted at no charge until September 30, 2016. A $175 fee per registration will be charged on any substitutions made after September 30, 2016. 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.