SOCAP International


Tuesday, June 20

7:30am - 8:30am  Registration
7:30am - 8:30am  Continental Breakfast 
8:30am - 8:45am  Welcome & Introductions
Marjorie Bynum, CAE, SOCAP International
8:45am - 9:30am  Using Customer Feedback to Improve the Customer Experience
Presenters: Jacquelyn Wise, The Hershey Company; Varun Deshpande, Travelzoo; Chris Martinez, Idiomatic

To achieve success, companies must be willing to change with the times and adapt to customer needs. A big part of this lies within harnessing the power of customer feedback. So how do companies make process and product improvements based on customer satisfaction surveys and voice of the customer (VOC) data? In this session, we will explore the use of customer insights to drive the consumer experience and will discuss patient surveys/CSAT, the relationship with QA and RQA analysis and will touch on VOC from a multichannel perspective.

9:30am - 9:45am  Networking Break 
9:45am - 10:45am  Incorporating Actionable Business Intelligence Into a LEAN Problem-Solving Environment
Presenter: Carrie Plack, Ameriprise Financial

This presentation will showcase Ameriprise’s journey to implement data collection into their case management system and to collaborate with partners across multiple lines of business to produce issue reporting. The data is converted into actionable business intelligence and used by business owners to continuously improve processes.
10:45am - 11:00am  Networking Break 
11:00am - 12:00pm 

Data: A Big Bang Theory
Presenter: Priscilla Sutherland, Sutherland Consulting

How can coding be simplified to ensure consistency and accuracy? Join this session to learn more about the steps to building an effective consumer strategy, capturing meaningful data and maintaining data credibility. Priscilla will take participants through the calibration process and zero in on reducing coding errors; the addition, removal or consolidation of codes; use of probing questions to identify root cause; and key stakeholders critical to the success of calibration. 

12:00pm - 1:00pm  Networking Lunch 
1:00pm - 2:00pm  Data Accuracy: A Subject Code Deep Dive
Facilitator: John Stieger, Wilke Global

This session will leverage feedback from a SOCAP benchmarking survey conducted on Data Accuracy and audience participation to uncover how companies are implementing the process of coding. Explore how industry peers are addressing and cleaning up inaccurate data and proactively avoiding re-coding.
2:00pm -3:00pm

Getting a Seat at the Table
Presenters: Sebastian Buenano, Inktel; Scott Wall, Inktel; Mark Hamilton, Inktel

To have a seat at the table during business planning, it is critical to have a reporting tool that answers questions as quickly as they are asked. Using a Pinnacle Foods case study, this session will offer insight into running data and building a business case in real time. Learn how companies are using their reporting tool to understand product performance, consumer satisfaction and behavior and marketing trends to help foster performance improvement.

3:00pm - 3:15pm  Break 
3:15pm - 4:15pm  Social Media Channels and Digital Insights 

Presenter: Robert Koviak, Sprinklr

Using a McDonald's Case Study, participants will learn how the world's largest brands are integrating technologies such as CRM, Commerce, ERP, and Customer Engagement Platforms to better understand their customers, allowing them to provide them with a frictionless brand experience. Discover how harvesting data from millions of sources and reporting on them in real-time is providing brands with deep and actionable insights that are being utilized across the enterprise.

4:15pm - 5:00pm  Day 1 Recap & Closing Remarks
Marjorie Bynum, CAE, SOCAP International

(Note: Workshop attendees to provide topic suggestions and/or questions for Day 2 Tips & Tricks Session.)
5:00pm - 6:00pm  Networking Reception 

Wednesday, June 21

7:30am - 8:15am  Continental Breakfast 
8:15am - 9:15am  Crisis Management: Escalations & Adverse Reporting
Presenters: Danielle Richardson, Conagra Brands

Despite our efforts to offer the best products and excellent customer service, every company must have a plan in place to effectively address customer questions and complaints and methods for tracking this. This session will offer insights into how companies are doing just that and will explore the types of issues that are being escalated. Learn more about strategies companies are using to handle customer concerns and methods for tracking a robust customer escalation management program.

9:15am - 9:30am  Networking Break 
9:30am - 11:00am  Reporting Roundtable
Co-Facilitators: Cindy Fritton, Conagra Brands; Elizabeth Tanis, Tyson Foods

Participate in Reporting Roundtables to discuss topics presented at this year’s Data Reporting Workshop. Meet new SOCAP members, exchange business cards and share best practices. A facilitator at each table will lead the discussions. Come prepared for a fast-paced exciting end to this year’s workshop and walk away with great ideas and new learnings.
11:00am- 12:00pm 

Reporting Tips & Tricks
Facilitator: Marie Shubin, E&J Gallo Winery

Join us for this interactive “how can I do that” session. On Day 1, identify the “how to” question you are interested in learning about and write this down on the “Ask SOCAP DRW” flip chart throughout the day. On Day 2, attend this session for demos and helpful examples.

12:00pm- 1:00pm  Networking Lunch 
1:00pm - 1:30pm  Closing Remarks and Workshop Ideas for 2018
Marjorie Bynum, CAE, SOCAP International

SOCAP's 2017 Data Reporting Workshop is Sponsored by:E&J Gallo Winery

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SOCAP 2017 Data Reporting Workshop Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $100 per registration will be charged on refunds received on or before June 2, 2017. No cancellations or refunds after June 2, 2017. Substitutions will be gladly accepted at no charge until June 2, 2017. A $100 fee per registration will be charged on any substitutions made after June 2, 2017. Registration transfers to future meetings will not be accepted.

Photography Notice
Be aware that by participating in SOCAP’s Data Reporting Workshop, 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.