SOCAP International

Agenda

(subject to change)

Summit Objectives

  • Provide perspectives from outside the auto industry regarding developments, practices, and tolls that take the customer care practice to a higher level.
  • Share best practices and benchmarking metrics in the customer care space
  • Discuss emerging threats, challenges, and opportunities and how we might deal with them in the interest of our customers
  • Identify emerging customer requirements and channels

SOCAP's 2016 Automotive Summit Premiere Sponsor: Stericycle ExpertSOLUTIONS

Stericycle ExpertSOLUTIONS


Wednesday, October 26

7:45am - 8:30am  Continental Breakfast and Welcome from SOCAP Auto Committee Chair, JoAnn Heck, FCA
8:30am - 8:50am Remarks from Ryan Howell, Stericycle (Summit Premier Sponsor)
9:00am - 11:00am
Expanding Self-Service (non-voice) Technology
Guest Speakers: Paul Kline, McKinsey & Company; Celine Dumais, L'Oreal
11:00am - 11:15am  Break
11:15am - 12:45pm  Cybersecurity
Guest Speakers: Craig Naylor, CTO, Cybersafe Solutions; Discussion 
12:45pm - 1:30pm  Networking Lunch
Sponsored by Stericycle ExpertSOLUTIONS
1:30pm - 3:00pm  Buybacks and Dispute Resolutions
Guest Speaker: Charles Mitchell, Attorney, Rumberger, Kirk & Caldwell; Discussion
3:00pm - 3:15pm  Break 
3:15pm - 4:30pm  Buybacks and Dispute Resolution (Continued)
Speaker: Mike Smith, Nissan
4:30pm - 5:00pm  SOCAP Moving Forward
Brian Costanzo, SOCAP President & CEO 
7:00pm - 9:00pm  Group Dinner - California Grill (top floor of Disney Contemporary in Sonoma Room) 

Thursday, October 27

7:30am - 8:15am  Continental Breakfast and 2017 Auto Summit Planning 
8:15am - 10:30am  Re-Engineering the Contact Center; Expansion Around Corporate Growth
Guest Speaker: Chris Rozum, Founder and CEO, Insite Managed Solutions; Discussion 
10:30am - 10:45am  Break
10:45am - 12:30pm  Case Management - Operational Best Practices
Speaker: Paul King, Kia
12:30pm - 1:30pm  Networking Lunch
Sponsored by Insite Managed Solutions
1:30pm - 2:30pm 

Wrap Up

  • Lessons Learned
  • Ideas for 2017 Summit

SOCAP's 2016 Automotive Summit 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 Automotive Summit, 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.