SOCAP International

Breakout Sessions

  • Service via Texting – Lessons From Experience That You Can Use!
    John Cronce, Jockey International; Cathy Dial, Frito-Lay North America; Carlos Suarez, Nestle USA; Jason Dichter, Wilke Global; Frank Pettinato, Telerx; Mike Vandenbos, ZipWhip; Samuel Espinosa, Next Caller

    TextingOne of the most important, fundamental questions that consumer affairs professionals need to answer is – ‘where should I engage my consumers?’ If we plan to engage consumers the way that they communicate we need to be active in text messaging! Other digital communications channels may get more press but SMS and MMS are the preferred communications channels of today. We are here to share with you some practical lessons from experience to help you take informed action. No wild-eyed tales from the future – just hard-earned experience from engaging consumers via texting.

  • Determining How Consumer Care Fits Into Your Organizations Digital Strategy
    Mike Neeson, Andersen Windows; Pat Nicholson, Alta Resources; Aaron Schultz, Entertainment Client (Alta)

    The world of Digital Consumer Care continues to grow and is a “must have” if you are going to be relevant with your consumers and grow your business. Consumers have higher expectations when it comes to customer service and sales support. Today’s consumer is a digital native, raised in a media-saturated world. According to a recent eWeek article, while 63% of U.S. adults use mobile devices several times per month to seek customer support, a whopping 90% said they have had poor experiences seeking customer support on mobile. To stay on top as industry leaders and have brand relevance, it is more important than ever that we recognize this trend, and update our customer service strategies accordingly. How do we accomplish this as consumer care professionals? What strategy(ies) do we take? How do we approach it? During this session you will see how Disney, Southwest, Kellogg’s, and others have approached this challenge, as well as hear how industry experts such as Andersen Windows have addressed this trend, through roundtable discussions with SOCAP colleagues. Our focus will be sharing ideas to take back for your business.
  • The Cybersecurity Threat - What You Can't See Can Hurt You
    Robert Williams & Craig Naylor; Cybersafe Solutions; Marc Gold & David Schwed; MASS Communications

    Cyber Security PicSince 2013, there has been a 45% increase in call center fraud attacks. Due to new technologies and consumer awareness, cybercriminals are staying informed and getting creative – call centers need to do the same! In order to evolve a successful response strategy for cybersecurity, it is important to look at the problem holistically, leveraging information available at various layers and then, developing an appropriate threat and response model. Whether you’re a small, mid-sized or large call center operation, this is an area of utmost financial importance – the potential negative impact on the bottom-line and your reputation is not something you can afford to ignore.

     

  • How to “Rewire” the Digital Customer Experience
    John Gibney, Jarden Consumer Solutions; Lauren Kindzierski, HGS

    Thanks to smartphones, our society is becoming “rewired.” People want to resolve their issues on the go, via their mobile or tablet device, and in between text messages. This is causing consumers to increasingly abandon traditional customer support channels in favor of digital and self-serve options. We are also finding more and more products becoming wirelessly connected, thanks to the Internet of Things, which is opening up the door to a whole new world of customer service strategies right on the product itself. Join this session to learn how to assess where you are in your digital transformation and how to implement an effective automation and self-service program while avoiding common pitfalls. Walk away with essential knowledge about the future of service strategies and acquire the skills needed to take your company's digital customer experience to the next level.

 

  • The Evolution of Chat at Samsung:  A Case Study
    Betty DeVere, Samsung; David Lewy, Knoah Solutions

    Samsung will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today. This presentation will discuss a variety of methods Samsung uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Samsung’s chat delivery partner, Knoah Solutions, will share its best practices in managing the chat agent population.

  • Customer Experience Management Beyond The Contact Center: The NPS Journey That Helped Transform an Online Business
    Jason Rosser, JackThreads

    Online ShoppingCustomer facing policies, merchandise, logistics... they all impact the customer experience for online shoppers. Companies want to invest in improving the customer experience because they know it is key to loyalty, but where do you start? Which changes are most impactful and will result in the largest ROI? In this session, come on a journey to see how Jackthreads.com learned what pieces of the experience were key to fix and how in the process they completely transformed their business model.

  • On-Demand: The New Digital Economy for Customer Service
    Sean Ellis, Airbnb; Tim Galarza, Lyft; Greg Fettes, 24-7 Intouch

    72% of Americans have used some type of shared or on-demand service, which are revolutionizing global customer behavior. Customer transactions are more simple than ever before — and shared economy businesses are adapting to the changes in customer demand.

    This panel will discuss how to develop customer-centric brand advocates, aligning culture, leveraging new and traditional contact center metrics and scaling for increased demand.

    Session attendees will be invited to participate in a dialogue about the developing brand ambassadors and customer experience implications for scaling customer service programs.


  • Benchmarking—A  Great Tool to Optimize Customer Service Delivered by your Brand
    Josee Bourdages, Fido; Pierre Marc Jasmin, Triad Services

    ToolsBenchmarking is an important tool to help facilitate innovative, out-of-box practices that drive breakthrough improvements in customer service as well as to promote better usage of processes, technologies and human resources in the contact center environment. This type of impact comes when there is a significant departure from past practice to improve business performance.

    Join Triad Services and mobile provider Fido for an in-depth discussion on how to leverage benchmarking to optimize your customer care in an increasingly digital world. Triad and Fido will address the paybacks from using comparative analysis to improve operational practices in the contact center. This presentation will also generate a lively discussion with SOCAP members on the benefits of doing regular benchmarking and how having access to this kind of data can help companies build successful practices to better serve their customers.

    In this session, you will learn:
    • The overall benefits of benchmarking
    • The types of benchmarking that help improve your contact center operations
    • How to enable your call center to improve operational practices from a benchmark
    • How SOCAP members could gain from regular benchmark reports  

  • Executive Roundtables: Issues Facing Today's Senior Customer Care Leaders
    Discussion Leaders: Chip Horner, Colgate Palmolive; Mike D'Alessandro, Sleepy's; Jeanne Jones, HGS
    Moderator: Jack Sullivan

    Executive Roundtable

    Join SOCAP's Executive Community for a series of relevant roundtable discussions on issues facing senior customer care leaders. Relevant topics to be covered include Dealing with Consolidation (from a leadership perspective); Inclusion of Consumer Care in e-commerce; and Integrating Consumer Experience with Digital Channels. These informal table discussions will allow you to share your perspectives, gain helpful insights and network with other senior leaders on similar issues. Walk away with fresh perspectives and helpful ideas that you can leverage within your own organizations.


  • Dismantling Silos in an age of Digital Disruption
    Adina Raven-Everett, Unilever; Susan Baranowsky, Campbells Soup Company; Tom Asher, Humach (Moderator);
    digital
    The digital consumer journey has become the core focus of many organizations and yet many of these organizations continue to build their strategies and operations within silo’s. In this session, companies like Unilever and Campbell Soup Company share how they are evolving their customer care strategies to align with and improve their companies' overall consumer engagement. Hear how they have experimented with self-serve reporting, refocused role clarity across departments, clarified who owns digital content, and closely partnered with their brands to help them define the kind of relationship they want to have with their consumers. After hearing briefly from Adina and Susan, we will spend the remainder of the session facilitating a robust discussion with the audience to further explore and learn from the challenges and progress that audience members are experiencing in their own organizations.

 

  • The Future of Customer Care in the Digital Age
    Jorge Amar, Paul Kline & Brandy Smith, McKinsey & Company
  • McKinseyCustomer expectations for care have never been higher. Although customers are more demanding than ever, the nature of those demands are at the beginning of a seismic shift. Service is now expected in a broader set of channels with much more personalized solutions. In this session, we will present our perspective on the future of customer care. How will care be transformed over the next five years? What are the implications for both human and automated interaction? We will present recently gathered research from customer care leaders on industry changes and a framework to prepare your organization. As part of the coming transformation, the importance of digital care will increase dramatically and we will provide our perspective on what best in class companies are doing today in eCare. Finally we will explore cutting edge technologies in more detail and share the potential impact of future capabilities.Customer expectations for care have never been higher. Although customers are more demanding than ever, the nature of those demands are at the beginning of a seismic shift. Service is now expected in a broader set of channels with much more personalized solutions. In this session, we will present our perspective on the future of customer care. How will care be transformed over the next five years? What are the implications for both human and automated interaction? We will present recently gathered research from customer care leaders on industry changes and a framework to prepare your organization. As part of the coming transformation, the importance of digital care will increase dramatically and we will provide our perspective on what best in class companies are doing today in eCare. Finally we will explore cutting edge technologies in more detail and share the potential impact of future capabilities.

  • Re-Thinking Reporting in the Digital Era
    Kiersti Bird, Manager of Consumer Connections, WhiteWave Foods; Jennifer Holzhauser, Vera Bradley; Doug Rippy, Astute Solutions

    Data collection and reporting is a crucial step in the process of measuring company performance. By measuring outcomes and evaluating customer experiences, companies can pinpoint where changes need to be made and set plans in motion to improve performance, increase customer satisfaction and ensure company sustainability. Join this session to learn how statistical methods can help you to not just compare apples-to-apples, but to find the bad apples! Customer examples from multiple industries such as, Consumer Packaged Goods, Restaurant, and Retail will be used to figure out how to set and utilize thresholds for real-time alerts and reporting. Also, learn what conversations to have and questions to ask to understand what matters to your stakeholders and walk away with the tools you need to modernize your reports and present your data in a simplified format.

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.