SOCAP International


2017 WACRA/SOCAP Conference

Wednesday, October 25

6:30am - 8:30am 
  • Breakfast Buffet at Sheerwater Restaurant (breakfast coupons provided at check-in)
  • Late Registration
8:30am - 8:45am 
  • Platinum Sponsor Opening
  • Chairperson's Welcome
    Kavita Sharma al-Jassim,Gulf Air, WACRA Chair 
8:45am - 9:45am  Creating unfair advantages using web and mobile self-service and self-help
Service Target - David Hayden
9:45am - 10:05am  Platinum Sponsor
10:05am - 10:25am  Break and Sponsor Review 
10:30am - 11:30am  Keynote Speaker
Christopher Elliott 
11:30am - 12:15pm  Guest Speaker - Beyond Service Training & Framework
Mary Avey, Managing Director of Call Centers, Alaska Airlines
12:15pm - 1:15pm  Lunch 
1:15pm - 2:15pm Consumer Complaint Data
Rubens Pessanha, Better Business Bureau (BBB)
2:15pm - 2:20pm  Silver Sponsor
Astute Solutions 
2:20pm - 3:20pm  Platinum Sponsor - Conversocial and Michael Roy - Alaska Airlines and Social Media
3:20pm - 3:40pm  Break and Sponsor Review
3:45pm - 4:30pm  Craig Derrick - Team Lead, Central Baggage, Southwest Airlines
Laura Adams - Ground Ops Director, Business Services, Southwest Airlines
4:30pm - 5:15pm 

Michele Carson-Vaughn   Director Airport Customer Service - Delta Air Lines

5:15pm - 5:30pm  Close Out Day 1
WACRA Board 
5:50pm  Surprise Event - Dress Warm (Bring a sweater or jacket) 

Thursday, October 26

6:30am - 8:00am 

Breakfast Buffet at Sheerwater Restaurant (breakfast coupons provided at check-in)

8:05am - 8:15am 

Sponsorship Session / Kick Off Day 2
Gold Sponsor: Sparkcentral 

8:15am - 9:45am  Keynote Speaker: Patricia Fripp
All Speaking is Public Speaking: In Person, Online, On Stage

9:45am - 10:00am  Break and Sponsor Review 
10:00am - 11:00am  Customer service in the comment section: How TSA uses social media as a real-time customer service tool
David Johnston / Jennifer Plozai - TSA
11:00am - 12:00pm 

Gold Sponsor

12:00pm - 1:00pm  Lunch 
1:00pm - 2:00pm

Going beyond traditional web and mobile self-service
Silver Sponsor
Doug Rippy - Software Solution Evangelist, Astute Solutions

2:00pm - 2:15pm  Break 
2:15pm - 3:15pm  If you could ask just one question?
Eric Lipp / Candace Cable - Open Doors
3:15pm - 4:15pm  Training and Coaching: How to develop your team's writing skills
Leslie O'Flahavan, E-WRITE
4:15pm - 4:45pm  ViaSat - Sanjay Lala
Virgin America - Chandini Davis
4:45pm - 5:00pm  Close Out Conference - WACRA Board 

SOCAP's 2017 Cancellation Policy

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $250 per registration will be charged on refunds received on or before September 15, 2017. No cancellations or refunds after September 15, 2017. Substitutions will be gladly accepted at no charge until September 15, 2017. A $175 fee per registration will be charged on any substitutions made after September 15, 2017. 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.