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2021 Symposium Speakers

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Meet the Keynote Speakers

MONDAY, OCT. 18, 2021

NEVER FLY SOLO!® - Lead with Courage, Build Trusting Partnerships, and Reach New Heights in Business

In today’s highly competitive world of constant change, those who build trust, lead with courage, and collaborate with others will dodge the missiles of adversity and win. During his high energy, interactive keynote, decorated fighter pilot, New York Times bestselling author, executive coach, and Hall of Fame Speaker, Lt Col (ret.) Waldo Waldman will share tools to overcome obstacles, break performance barriers, and take charge of change during adverse times. You’ll discover how to re-commit yourself to excellence and collaborate with your partners, coworkers and customers with trust, courage, and mutual support. Attendees will receive a complimentary download of Waldo’s newest book, Never Fly Solo!

Lt. Col. (ret.) Waldo Waldman

Lt. Col. (ret.) Waldo Waldman MBA, CSP, CPAE

Hall of Fame Speaker | Executive Coach | NY Times & Wall Street Journal Bestselling Author

Lt. Col Waldo Waldman, The Wingman, is a leadership speaker, executive coach, and the author of the New York Times and Wall Street Journal Bestseller Never Fly Solo. He teaches organizations how to build trusting, revenue producing relationships with their employees, partners, and customers while sharing his experiences as a combat decorated F-16 fighter pilot, sales manager, and entrepreneur.

In addition to his time in the military, Waldo has real world corporate sales and management experience and is an expert on change management, peak performance, and resilience -  having broken through a lifelong fear of heights and overcoming claustrophobia as a fighter pilot. A key message in his inspirations "Never Fly Solo" signature keynotes and seminars is that you can't reach your highest potential alone. You need wingmen - trusted partners - to help you win when adversity strikes.

His compelling stories and strategies on overcoming obstacles, performing under pressure, and servant-based leadership are extremely relevant to organizations who seek to create a resilient, courageous, "One Team, One Mission" performance-focused culture of collaboration and trust.

Waldo is a graduate of the Air Force Academy and the founder of The Wingman Foundation, a 501(c)(3) whose mission is to build funds and awareness for veterans in need. He is an inductee into the Professional Speakers Hall of Fame, a prestigious award that honors speakers who have reached the top echelon of platform excellence and has been bestowed on less than 200 speakers worldwide. He speaks internationally for clients including Marriott, American Express, AT&T, Procter & Gamble, The Denver Broncos, and The Home Depot, and has been featured on Fox & Friends, CNN, MSNBC, Inc. Magazine and The Harvard Business Review.

To learn more, visit or e-mail

TUESDAY, OCT. 19, 2021

Are You Connected to the (Post-Pandemic) Future?

Yelp reports that American demand for psychics jumped 74% during the pandemic. But you don’t need a psychic to divine the future. Join Michael as he gazes into his digital crystal ball. The pandemic only served to accelerate digital transformation initiatives, producing more change in one year than three years of typical development. In an exhilarating ride through the “landscape of now,” Michael paints a riveting tableau of a world reshaped by modified consumer behavior and the returning volley of technology innovations. This session offers crucial perspectives on the importance of innovation in a newly isolated world, either the incremental or breakthrough kind. Thought starters, challenges, and a hefty dose of humor will keep you on the edge of your seats.

Michael Tchong

Michael Tchong

Innovation Crusader

Michael Tchong is on an indefatigable quest to decode the future. This perpetual passion to be at the forefront of emerging trends led Michael to establish four start-ups including MacWEEK, which mainstreamed desktop publishing and ICONOCAST, which rode the digital marketing wave early. Other start-ups developed CRM software and tracked the internet economy.

Always pushing the innovation envelope, Michael is a leading advocate of easy-to-use digital tools and superior customer experiences. The rapid growth of technology and innovation have made him a sought-after catalyst for the advancement of both ecosystems. His people-watching skills earned Michael recognition from the U.K.'s Daily Telegraph, which referred to him as "America's Most Influential Trend-Spotter". 

Michael is an adjunct professor at the University of San Francisco, where he teaches how to correctly interpret the dynamics of "ubertrends" and the innovation opportunities they present. His third book, "Ubertrends - How Trends and Innovation Are Transforming Our Future" was published in 2019. He is currently writing "LOCKDOWN - True Story: How the Novel Coronavirus Escaped Wuhan, China and Terrorized the World".​

To learn more about Michael, visit Michael Tchong

Spotlight Sessions


Privacy - The Game Show

​Get your competitive juices flowing with Privacy Game Show hosts, Michele Shuster and Joshua Stevens. The Game Show will educate and inform participants on the latest in state and federal privacy regulations. Combining CCPA and GDPR principles, states like California, Colorado and Virginia are creating their own unique privacy frameworks encompassing issues such as enhanced consumer rights, detailed disclosure obligations and intricate risk assessments. At the federal level, a new administration coupled with a Democratic-controlled Congress appears likely to usher in new privacy legislation as regulatory agencies, including the FTC and CFPB, step up their enforcement efforts.

Michele Shuster
Founding Partner & PACE General Counsel MacMurray & Shuster

Delivering Delight Cost Effectively to Enhance Marketing Impact

As customer service experts, we know how influential our role is in driving business and now, we have the research to prove it. Customer Care Measurement & Consulting (CCMC) and VIPdesk Connect recently collaborated to produce the first ever, rigorous study of creating delight. The findings are truly revolutionary in positioning the service and consumer affairs functions as the word of mouth, margin and cross-selling catalysts for the company. The data, applicable to a dozen major industries from auto and consumer packaged goods, to beauty and travel, show the impact of delight and how to achieve it with your existing staff. John Goodman, Sally Hurley and Othmar Mueller von Blumencron will present this groundbreaking research and tell you how to apply delight principals within your organization during this informative spotlight session.


John Goodman Customer Care Measurement and Consulting
Sally Hurley VIPdesk Connect cropped
Othmar Mueller von Blumencron cropped

John Goodman

Vice Chairman
Customer Care Measurement and Consulting (CCMC)

Sally Hurley

Chief Executive Officer
VIPdesk Connect

Othmar Mueller von Blumencron

VP, Sales & Marketing
VIPdesk Connect

Optimizing Consumer Relations & Your Career

Hear from our leaders - past & present - as they reflect on their CX careers and the most valuable lessons learned while introducing the voice of the customer within their organizations. During this fast, fun & friendly session, our panel of SOCAP chairmen will share 60 ideas in 60 minutes on topics ranging from how to position yourself as a thought leader in your company, justifying and winning a healthy budget, to becoming a part of the corporate strategy and landing a seat at the product innovation table. Come be inspired with solid advice on defining your success story!


| Tom Asher | Helen Horsham-Bertels | Jon Cox | Lisa Diehl |
| Kim McMiller | Susan Napier | Marie Shubin | Sheila Sullivan | Beth Ziff |


We're bringing you the expertise of five SOCAP business partners during this informative presentation. Prepare to be amazed and learn about cutting edge CX tools and technology from our innovative, industry leading panelists, whose companies are consumer engagement pioneers. Come prepared with your tech. questions and leave empowered with the information you need to propose advancements within your organization once you get back!


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Kristina Nelsen

Vice President of Sales & Development
1440, formerly Reputation Studio

Business Messaging Technology and Translation Applications

Doug Rippy

Software Evangelist
Emplifi, formerly Astute Global

Post Survey Technology Tools for Capturing VOC Directly

Matt Nelson

Chief Information Officer
Alta Resources

Real Time, AI Voice Channel Application

James Horey

Founder & CEO

Tools and Data Points for Managing Social Product Reviews from VOC Digital Shelf/E-Commerce

Jeff Fettes

Chief Executive Officer

Using AI for Agent Assist and Quality Monitoring