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Industry Community Summits

Auto Summit 21.10

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2021 Fall Auto Industry Community Summit

WED OCT 20TH | 9:00am – 5:00pm ET |  A Hybrid Event: In-Person & Virtual

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
Amy Luke with Salesforce will moderate an interactive discussion around Technology for Customer Care. Topics will include:

  • Case Management vs. Connected Vehicles
  • Speech Analytics
  • RPA (Robotic Process Automation)

Hear also 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?  During this informative session, Andy Bedsworth of Ipsos will lead participants in a robust discussion surrounding which questions may be best to ask in order to gauge your customers true level of satisfaction.

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.


2021 Fall Consumer Packaged Goods Summit

Wed OCT 20th | 8:30 - 1:00 ET | A Hybrid Event: In-Person & Virtual

Are you prepared for an increase in coupon fraud?

Bud Miller, of the Coupon Information Center, will be presenting on how coupon fraud is a part of popular culture due to Queenpins, Extreme Couponing, and social media.  Learn how to protect your consumer relations coupons and overall promotion budgets while delivering consumer satisfaction.  This session will include an update on the Queenpins movie, a counter narrative to the theme that “coupon fraud is ok”, and specific recommendations on how to address counterfeit coupons and “Glittering”.

This session will also include a presentation from technology leaders SKUx and Blackhawk Network, regarding digital and gift card technology. Learn how digital technology can be used to reimburse consumers while avoiding fraud.

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.

This session is packed with actionable insights. Our panel of CPG leaders from Campbell’s, Hershey’s, Kraft Heinz and more will share their Social Media Crisis Management best practices – from defining roles and responsibilities and establishing communication guidelines to developing great consumer responses. Our panelists will discuss how they’ve successfully managed situations that helped reduce or prevent negative trending.

Leveraging Technology for a Frictionless Consumer Experience.

We’ll have another panel of CPG leaders including Blue Diamond, Lamb Weston, Blount Fine Foods and more sharing their latest technology advancements which help support great consumer experiences. You’ll walk away with tips and tricks on how companies are using technology such as chat bots / virtual assistants, live chat, and texting functionality for creating a better consumer experience and improving CSAT scores.   



CPG Summit 21.10

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Retail Summit 21.10


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2021 Fall Retail Industry Community Summit

THU OCT 28th | 11:00 - 4:00 ET | Now an All-Virtual Event

Turning the “Why” into ROI

We rely on so many different systems to understand elements of what’s driving our consumer experience and operational performance. The challenge lies in bringing these together to see the full picture, identify new opportunities and take action within our teams and across the business to improve CX. Learn how Newell Brands partnered with Operative Intelligence to tackle this big data challenge and discovered exactly how the business and contact center can better support their consumer’s needs.

Dynamic Customer Engagement

Gartner Research will present Dynamic Customer Engagement.  Participants will learn about this enterprise strategy for using data and analytics to discover insights to drive highly personalized & contextual actions that enable intelligent, frictionless, and consistent experiences resulting in increased revenue, reduced cost and improved customer experience results.

Auld Lang Syne Boomer- Goodbye to Email

Why e-mail is going the way of snail mail.  Learn how a panel of Retail companies have eliminated e-mail and are focusing on other channels to meet consumers where they want to be.  

That Was Easy

From one click ordering to no returns needed for refund and replacement. Why the consumer demands more and brands who don’t deliver get left behind.

Providing a seamless experience for the customer regardless of how they choose to shop with you – Online, In-store or via the Contact Center. How are brands making it possible and easy to start in-store and finish online or vice versa? Hear from panelists on how they keep their channels connected and the experience as seamless as possible.