SOCAP International

Agenda

(Subject to Change)

Nashville, TN is in Central Time (CT)

Registration Hours

  • Sunday, April 10   |   1:00pm - 6:00pm
  • Monday, April 11   |   7:30am - 5:00pm 
  • Tuesday, April 12   |   7:30am - 6:30pm
Exhibit Hall Hours
  • Monday, April 11   |   10:00am - 6:00pm
  • Tuesday, April 12   |   9:30am - 1:30pm

Sunday, April 10

1:00pm - 6:00pm Registration 
11:00am - 3:15pm  Pre-Conference Social: Cruising Aboard the General Jackson Showboat
(separate registration required - Get your tickets here: http://generaljackson.com/sunday-south)
The General Jackson Showboat is a 300 foot paddlewheel riverboat decorated in red, white and blue that sparkles as she glides along the Cumberland River with her four massive decks. Enjoy lunch on the showboat followed by a fabulous live show performed in the beautiful two-story Victorian Theater located in the center of the boat. There will be plenty of time for a stroll along the decks before docking.
Pre-ConfSocial
1:30pm - 4:00pm  Chapter Leadership Forum 
4:30pm - 6:00pm  First-Timer/New Member Welcome
Sponsored by E&J Gallo Winery
6:00pm - 7:00pm  Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS

Monday, April 11

7:30am - 5:00pm  Registration 
7:30am - 8:30am  Breakfast 
8:30am - 10:00am  Opening General Session - Keynote Speaker: Mark SanbornLeadership Expert and New York Times Bestselling Author 
Sponsored by Unilever

Lead Like Fred

Based on the international bestseller The Fred Factor, this presentation brings stories, illustrations and insights that leaders and their teams can use to focus on the customer and provide higher levels of service.

Drawing from his work with top leaders and organizations, Mark engages listeners with the why, what and how of taking any job, product or service up a notch. He teaches how to replace money with imagination, build and keep better relationships, and rejuvenate purpose and passion to have more fun and greater success at work. Attendees will learn:
 

  • Why Fred isn't always in the customer service department: how to spread the spirit of Fred throughout your organization. 
  • The only thing better than a committed individual is a team of committed individuals: how to create a team of Freds.
  • What to do when you're "Head Fred:" how to be a leader of extraordinary performers.
  • Why passion matters and what you need to know about it. 
  • How to harness and use creativity and commitment to get great people and great results.
  • Engaging experiences: how to use value strategies to create superior experiences for customers and clients.
10:00am - 10:30am  Break 
10:30am - 12:00pm 

Professional Workshops 
People_word - Show Your Customers You Care: How Crayola Writes Email, Chat, and Social Media That Builds Rapport

Process_word - Recall Management: Understanding Best Practices and Identifying Your Risks

Technology_word - Look Who's Calling (And Texting)

Strategy_word - Consumer Goods and the Connected Home

12:00pm - 1:30pm  Networking Lunch
Sponsored by HGS
12:30pm - 1:30pm  Dessert & Networking Break in Exhibit Hall 
1:30pm - 3:00pm  Professional Workshops 
People_word - Fixing the Disconnect: How Virgin America Improved Customer Service Email by Writing in the Company's Brand Voice
Process_word - One Size Does Not Fit All: The Power of Personalizing Your Customer Experience
Technology_word - Social Media Customer Care: Life in the Trenches with Orbitz Worldwide
Strategy_word- You Are Here
3:00pm - 3:30pm  Break 
3:30pm - 5:00pm  Afternoon General Session - Roundtable 3.0 (Part I) & Keynote Speaker: Craig DubitskyFounder and CEO of Hello Products

Roundtable 3.0 (Part I)
The next evolution in peer-to-peer learning and sharing, where content is designed for you and by you.​ Roundtable 3.0 allows you to discuss the most pressing issues, solutions and questions that are on your mind. Best of all, you have the opportunity to have open, unscripted conversations with your professional peers in the audience. With an incredible concentration of business experience, creativity and expertise assembled in one room, you can be sure the outcome will be an exceptional networking experience full of shared learnings for all! 

Building Your Brand’s DNA
“Friendly" and “customer care” clearly go hand in hand. But what if the idea of being friendly were built into your brand’s DNA from Day One? What if every touchpoint of your brand and brand experience were focused on friendliness? Say hello to Craig Dubitsky, the Founder and CEO of Hello Products, the world's first “naturally friendly(TM)" oral care brand. Coupled with his history as CMO of salty snacks pioneer Popcorn, Indiana; co-founder and creative lead at eos (makers of the now ubiquitous spherical lip balm); and founding Board Member at transformational household cleaning products pioneer, Method, Craig has seen first-hand what the power of a well-executed idea can really do to help, as he likes to say, “elevate the everyday."

Hello Products was named to
Inc. Magazine’s annual “Most Audacious” list as one of the 25 companies that are changing the world, and Dubitsky himself was named to the Advertising Age Creativity 50, the publication’s annual list of the most influential and innovative creative thinkers. In this keynote session, Craig shares how he came up with the idea to reinvent the $30B+ global oral care category; how he identifies the big, bold ideas that help brand leaders create products and experiences that turn the ordinary into the extraordinary; and how Hello’s unique style of customer service has helped make the world a bit friendlier.

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

Tuesday, April 12

7:30am - 6:30pm  Registration 
7:30am - 8:30am  Breakfast
Sponsored by Astute Solutions
8:30am - 9:30am  Roundtable 3.0 (Part II)
The next evolution in peer-to-peer learning and sharing, where content is designed for you and by you.​ Roundtable 3.0 allows you to discuss the most pressing issues, solutions and questions that are on your mind. Best of all, you have the opportunity to have open, unscripted conversations with your professional peers in the audience. With an incredible concentration of business experience, creativity and expertise assembled in one room, you can be sure the outcome will be an exceptional networking experience full of shared learnings for all!
9:30am - 10:00am  Break 
10:00am - 11:30pm  Professional Workshops 
People_word - Customer Experience Strategy in the Contact Center
Process_word - Data Accuracy: Dealing with the Dirty Little Secret
Technology_word - The Contact Center of the Future, Part 4
Strategy_word - How to Impact Your Customers by Speaking on Their Behalf
12:00pm - 1:30pm  Networking Lunch 
12:15pm - 1:30pm  Dessert & Networking in Exhibit Hall 
1:30pm  Exhibit Hall Closes 
2:00pm - 5:00pm  SOCAP 2016 Executive Summit
Sponsored by Morley
(separate registration required) 
1:30pm - 3:00pm  Professional Workshops
People_word - Hiring an All-Star Team: Finding the Right Fits to Optimize Company Performance
Process_word - Completing the SOCAP Customer Engagement Framework
Technology_word - Gamification: A Better Way to Work
Strategy_word - How A College Student Workforce Solves Common Contact Center Challenges and Contributes To A Greater Mission
3:00pm - 3:30pm  Break 
3:30pm - 5:00pm  Closing General Session - Keynote Speaker: Ross Shafer, Organizational and Coaching Expert and Emmy Award Winning Television Host and Producer 

How To Become 'Absolutely Necessary' to Your Organization
This keynote presentation will inspire leaders (and their team members) to consistently operate at peak performance. Every leader needs to know how to generate innovate ideas, promote a culture of accountability, manage stressful situations and combat complacency. Using a blend of humor, motivational insights and years of experience in customer service training, Ross will show attendees how to:

  • Become a reliable world-class performer
  • Find innovations from the most unlikely sources 
  • Locate competitors that are hiding in their blind spots
  • Create relationships so strong that they can survive unforeseen missteps
  • Motivate team members to “bring it” in high pressure situations.
6:00pm - 7:00pm  Pre-Finale Happy Hour
Sponsored by Wilke Global
7:00pm - 10:00pm  Social Finale
Sponsored by 24-7 Intouch 

Wednesday, April 13

7:30am - 3:00pm  SOCAP 2016 Executive Summit
Sponsored by Morley
(separate registration required) 





SOCAP's 2016 Symposium 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 will be charged on refunds received on or before March 21, 2016. No cancellations or refunds after March 21, 2016. Substitutions will be gladly accepted at no charge until March 21, 2016. A $175 fee will be charged on any substitutions made after March 21, 2016. Registration transfers to future meetings will not be accepted.
 
Photography Notice
Be aware that by participating in SOCAP’s Symposium, 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.