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2021 SOCAP Symposium

A Learning Symposium for Advancing
CX Industry Professionals

Advancing technology combined with evolving business landscapes are contributing to customers' rapidly growing expectations. Businesses need to remain consumer-centric in order to offer a unique competitive advantage and stay ahead of the curve. We may be tired of talking about the pandemic, but we just can't deny that it changed everything - it forced customers to rely on technology, catapulted e-commerce at the speed of light, made self-service a necessity and exploded the demand for chat bots in order to meet the growing demand for serving our customers in real time. 

And we haven't even mentioned how it affected call center operations, which were quickly pivoted to work from home environments.

We battled through. We learned a lot. We see the Emerging Horizons and we want you to join together with your colleagues from the US and Canada to share what you've learned so we can grow together and continue to develop the next generation of Customer Experience experts at the 2021 SOCAP Symposium in Clearwater Beach, Florida.



Listen in as SOCAP leaders and Monday's key note speaker share their excitement about the symposium!

Please click here to view the SOCAP 2021 Symposium Snapshot



convene on the green

Play in this year's Annual Golf Tournament
at Copperhead Golf Course!

All level of players are welcome to join us as we convene on the green for 18 rounds of golf on Sunday. This fun & friendly tournament will be Scramble (Best Ball) Format - You can create your own foursome or we will pair you with a team.

Sunday, Oct 17, 2021
7:15am Depart Wyndham Grand Clearwater Beach (transportation provided)
8:00am Coffee & danish at the course
9:00am Tee time, front & back
1:30pm Lunch & awards at the course
2:15pm Return to hotel

Separate registration is required for the golf tournament


For more information, contact Chip Rohde

Members of the Consumer Packaged Goods, Auto & Retail Industry are invited to attend an extra day of learning at SOCAP's Industry Specific Summits. Colleagues can focus on unique topics directly related to their industries and share key learnings and case studies with members who have similar experiences. These sessions are highly acclaimed and often the most talked about every year. 

For more information on the Post-Symposium Summits, click here:

Industry Community Summits

Separate registration is required for post-symposium summits.

Here's a sneak peek at of the topics we'll be addressing at our
Industry Specific Summits!

auto summit
cpg summit

Restoring Customer Confidence and Building Value Through the Auto Buy-Back Program

Engage in an interactive discussion facilitated by Cass Ferris from Morley to highlight innovative solutions designed to enhance the customer’s experience and effectively manage vehicle inventories through the auto buy-back process

Evolving Technology in Today's Contact Centers

Hear from your peers about the latest upgrades in their contact centers - what's working and what's on the horizon for streamlining processes and improving operations.

Is NPS the new CSAT?

A lot has changed in the past 18 months - are your customer satisfaction initiatives still working?

What New Tactics and Incentives are Working to Attract and Retain Call Center Agents?

The post-pandemic shifts in priorities and preferences have created new challenges for hiring and retaining qualified CX agents. Learn successful strategies others are using to address today's unique staffing struggles and walk away with new ideas to help rebuild your customer service department with happy, committed employees.


Are you prepared for an increase in coupon fraud?

Thanks to the QueenPins movie, coupon fraud is now in popular culture. Learn what CPG members and retailers are doing to combat fraud while still delivering consumer satisfaction.

Are you trending online, and not in a good way?

Hear from your peers on how they are dealing with the heartburn from public channels including TikTok, LinkedIn, Reddit and Ratings & Reviews.

Leveraging Technology for a Frictionless Consumer Experience.

You’ll walk away with tips and tricks regarding how companies have used technology such as chatbots, virtual assistants, live chat and texting functionality for creating a better consumer experience and improving CSAT scores.