SOCAP International

Agenda

Sunday, October 23

7:00am - 1:45pm

SOCAP Golf Tournament at Disney's Palm Golf Course
Sponsored by MAI BPO Solutions
(separate registration required; $195.00)

1:00pm - 6:00pm  Registration 
1:30pm - 4:00pm  Chapter Leadership Forum
Sponsored by Knoah Solutions
4:30pm - 6:00pm  First-Timer/New Member Orientation
Sponsored by E&J Gallo Winery

Attention First Timers!
Will this year’s SOCAP Annual Conference be your first? Be sure to plan your travel accordingly so that you don’t miss the First-Timer and New Member Orientation, sponsored by E&J Gallo Winery, on Sunday October 23 at 4:30 p.m.

During this session you will:

  • Learn how to navigate your way through the conference
  • Better understand the SOCAP experience and the benefits of membership
  • Network with other first-timers

Be sure to check the First-Timers box when you register for the Annual Conference!

6:00pm - 7:00pm  Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS

Monday, October 24

7:30am - 5:00pm Registration
7:30am - 8:30am  Breakfast 
8:30am - 10:00am  Opening General Session - Keynote Speaker: Aaron Dignan
Sponsored by Unilever
The Ever Better Organization: Care In The 21st Century

Everyone knows digital consumer care is important. Care needs to happen when, how, and where consumers want. But what we haven't explored is how the role of care in the organization – and care itself – is changing in the digital age. As care becomes digital, it also becomes predictive, intelligent, pervasive, and ever present. As the rate of change in the market continues to increase, care becomes a lifeline of feedback and signal about how to stay ahead and where to look for growth. In response to this, organizations have to change how they approach it. New skills, new structures, and new goals will emerge. Care as technology. Care as platform. Care everywhere.

In this sweeping survey of the landscape both present and future, Dignan will examine what is happening to organizations in the digital age, the implications for care, as well as the emerging and potential trends in care that will shape the next decade. Using real examples and provocative scenarios from across the ecosystem, he will reveal the adjacent possible, and challenge all attendees to bring a mindset of urgency and possibility to the remainder of the program.
10:00am - 10:30am  Networking Break 
10:30am - 11:45am

Breakout Sessions

  • Benchmarking—A Great Tool to Optimize Customer Service Delivered by your Brand
  • Dismantling Silos in an age of Digital Disruption
  • How to “Rewire” the Digital Customer Experience
  • The Cybersecurity Threat - What You Can't See Can Hurt You
12:00pm - 1:30pm  Networking Lunch & Presentation of Chapter Awards
Sponsored by HGS
1:00pm - 2:00pm  Dessert & Networking in Exhibit Hall 
2:00pm - 3:15pm 

Breakout Sessions

  • The Evolution of Chat at Samsung:  A Case Study
  • Customer Experience Management Beyond The Contact Center: The NPS journey that helped transform an online business
  • Determining How Consumer Care Fits Into Your Organizations Digital Strategy
  • Re-Thinking Reporting in the Digital Era
3:15pm - 4:00pm  Break 
4:00pm - 5:15pm 

Afternoon General Session - Keynote Speaker: Robert Simmonds
Creating Magic in the Digital World

Bob Simmonds, Senior Vice President at Disney, will share some of the successes and challenges of assuring experiences in Disney’s digital world are woven into the magical experiences  Disney guests have come to expect when visiting their Parks & Resorts worldwide. The flow of the digital experience must feel seamless and natural during the planning, arrival and post-arrival stages of our Guests’ dream vacations.  The support of Disney’s digital products must also be easily accessible, coupled with that same Magical feeling guests enjoy during their visit.  The Disney Reservation Center (DRC) is “Where the Magic Begins” and provides sales and service support to many Disney products including those “Digital Doorways” into our Parks & Resorts. In his keynote, Bob will explore a couple examples of how Disney uses some unconventional thinking and approaches to assuring exceptional Guest Satisfaction throughout Guest engagement.

5:15pm - 6:15pm  Exhibitor Reception 
9:00pm - 10:30pm  SOCAP Night Cap Lounge
Sponsored by Astute Solutions

Tuesday, October 25

7:30am - 5:00pm Registration
7:30am - 8:30am  Breakfast
Sponsored by Astute Solutions
8:30am - 10:00am  Morning General Session - Keynote Speaker: Jeremy Pietrocini

How Millennials Want to Work & Live

Hear Gallup’s latest research on Millenials and what they bring and need in the workplace.  Learn what managers and supervisors need to know about how to keep this next generation of workers, engaged and productive, including helping them discover and play to their strengths. Great managers know their own strengths and the strengths of their team members.

All attendees will be given a copy of Gallup’s NY Times best-selling management book, StrengthsFinder 2.0, which includes an access code to complete Gallup’s online StrengthsFinder assessment and individualized report.  

We will walk away being about to answer important questions like:

  • What do millennials want from their workplace?
  • What can organizations do to attract, engage and retain millennial employees?
  • How can knowing your team member’s strengths drive productivity and customer engagement?
  • How can supervisors and managers help coach our teams to success?
10:00am - 10:30am  Networking Break 
10:30am - 12:00pm

Spotlight Sessions

  • Small Tweets. Big Impact: How to Maximize Value by Providing Customer Care on Twitter
  • What Customers Care About Most: Chat, Email and Social Media Interactions
12:00pm - 1:30pm  SOCAP Annual Business Meeting Luncheon
Sponsored by ContactUS Communications
1:00pm - 2:00pm  Dessert & Networking in Exhibit Hall 
2:00pm - 3:15pm 

Breakout Sessions

  • Executive Roundtables: Issues Facing Today's Senior Customer Care Leaders
  • On-Demand: The New Digital Economy for Customer Service
  • Service via texting – lessons from experience that you can use!
  • The Future of Customer Care in the Digital Age
3:15pm - 3:30pm  Break 
3:30pm - 4:45pm  Closing General Session - Keynote Speaker: Matt McFadyen
ANTARCTICA Journey to the end of the earth


As a 22 year old, Matt and 4 others set sail aboard a 43-ft yacht bound for Antarctica on a 54 day expedition across one of the deadliest and dangerous oceans on the planet. On the return voyage Matt and his team faced the full strength of the ocean battling a hurricane strength storm that almost took the lives of the 5 souls on board. Matt’s presentation focuses on building a high performing team, overcoming extreme adversity and executing under pressure Matt’s and the teams heroic fight for survival sparked a change in Matt’s life and the event became the foundation of his leadership journey.
5:30pm - 6:30pm  Pre-Finale Happy Hour
Sponsored by Wilke Global
6:45pm - 10:00pm  Social Finale
Sponsored by 24-7 Intouch

Wednesday, October 26

9:00am - 1:00pm CPG Community Meeting: Digital Couponing, Aligning Your Customer Care Departments, Benchmarking and More!
(separate registration required; $125.00)
7:30am - 5:00pm  Automotive Summit - Day 1
(Open to auto OEMs only; separate registration required)

Thursday, October 27

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

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.