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2021 Symposium Agenda

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Simply click on a selection to see the daily agenda!

Some session times may vary

SATURDAY 10/16/2021

Day Time Event Location
Saturday 8:30 - 5:00 Board of Directors Meeting Pelican
Saturday 6:00 - 7:00 Chairman's Reception Board Chair Suite 1502

SUNDAY 10/17/2021

Day Time Event Location
Sunday  7:15 departure Golf Tournament Copperhead Golf Course
Sunday 4:00 - 6:00 Registration Desk Open Dunes Ballroom Foyer
Sunday 4:30 - 6:00 First Timers Orientation Dunes II
Sunday 6:00 - 7:00 Welcome Reception Dunes Ballroom Foyer
Sunday 7:00 Open evening  

MONDAY 10/18/2022

Day Time Event Location
Monday 7:30 - 8:30 Regional Community Breakfast Buffet Dunes III
Monday 8:30 - 10:00 NEVER FLY SOLO!® - Lead with Courage, Build Trusting Partnerships, and Reach New Heights in Business
Lt Col (ret) Waldo Waldman, MBA, CSP, CPAE
NY Times & Wall Street Journal bestselling author
Dunes III
Monday 10:00 - 10:30 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Monday 10:30 - 11:30 Privacy - The Game Show
Michele Shuster, Founding Partner & PACE General Counsel
Dunes III
Monday 11:30 - 12:00 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Monday 12:00 - 1:30 Lunch & Annual Business Meeting Dunes III
Monday 1:45 - 2:45 Concurrent Breakout Sessions
- Stop Playing Whack-A-Mole with Your Contact Center KPIs
- The Ghost(s) of Chatbots Past & What's Next
- Enhance Your E-Commerce Using Voice-of-Customer

Dunes V
Dunes II
Dunes IV
Monday 2:45 - 3:15 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Monday 3:15 - 4:00 Delivering Delight Cost-Effectively to Enhance Marketing Impact
John Goodman, Customer Care Measurement & Consulting
Sally Hurley, VIPdesk Connect
Othmar Mueller Von Blumencron, VIPdesk Connect
Dunes III
Monday 4:00 - 5:00  Facilitated Speed Networking & Closing Remarks Dunes III
Monday 5:00 - 6:00 Exhibitor Reception Dunes Ballroom Foyer
Monday 6:00 Open evening  

TUESDAY 10/19/2021

Day Time Event Location
Tuesday 7:30 - 8:30 Industry Community Breakfast Buffet Dunes III
Tuesday 8:30 - 9:30 Are You Connected to the (Post-Pandemic) Future?
Michael Tchong, Innovation Crusader and Author
Dunes III
Tuesday 9:30 - 10:00 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Tuesday 10:00 - 11:30 Tech Expo | Q&A Panel
Alta Resources | Emplifi | Reviewbox | Laivly | 1440
Dunes III
Tuesday 11:30 - 12:00 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Tuesday 12:00 - 1:00 Networking Lunch
Dunes III
Tuesday 1:15 - 2:15

Concurrent Breakout Sessions
- Outliers & Black Swans: Preparing for the Next Systemic Shock
- Rethinking Today's KPIs to More Accurately Reflect
  Quality Customer Experience
- Psychometrics: The Key to Better Hiring and Retention

Dunes V
Dunes II

Dunes IV
Tuesday 2:15 - 2:45 Networking Break & Door Prize Drawing Dunes Ballroom Foyer
Tuesday 2:45 - 3:45 Concurrent Breakout Sessions
- How to Write FAQs that Answer Customers' Questions &
  Feed Useful Content to Chatbots
- Becoming BFFs with Your CFO
- Coming Out on the Other Side of Chaos: Tips for Getting the
  Most from Tech & Business Processes Post-COVID

Dunes V

Dunes II
Dunes IV

Tuesday 3:45 - 4:45 SOCAP Chairmen's Panel: 60 Ideas in 60 Minutes Dunes III
Tuesday 4:45 - 5:00 Closing Remarks Dunes III
Tuesday 6:30 - 7:30 SOCAP Gala Cocktail Reception East Pool Deck
Tuesday 7:30 - 9:00 SOCAP Gala Dinner Reception & Awards Ceremony Dunes III
Tuesday 9:00 - 11:00 Dancing Dunes III

WEDNESDAY 10/20/2021

Day Time Event Location
Wednesday 8:30 - 1:00 CPG Summit Dunes II
Wednesday 9:00 - 5:00 Auto Summit Pelican