Agenda

SOCAP Indy - Secondary Heading

Simply click on a day to see the agenda!

Some session times may vary

SUNDAY 9/11/2022

Day Time Event Location
Sunday  7:15 - 2:00 Golf Tournament
Golf Lunch
Hickory Stick Golf Course
Sunday 3:30 - 6:00 Registration Desk Open Cosmopolitan Foyer
Sunday 4:30 - 5:30 First Timers Orientation
Sponsored by PremierBPO
Discovery
Sunday 5:30 - 6:30 Welcome Reception Cosmopolitan Foyer
Sunday 6:30 Open Evening | Client Dinners | Informal Dine Around
 

MONDAY 9/12/2022

Day Time Event Location
Monday 6:15 - 7:00 Optional Morning Fitness Fun TBD
Monday 7:30 - 8:30 Regional Community Breakfast Buffet Cosmopolitan AB
Monday 8:30 - 9:00 Greetings 
Opening Remarks with Jon Cox, Wellness Pet Company
SOCAP Chairman of the Board of Directors
Cosmopolitan AB
Monday  9:00 - 10:00 Keynote Speaker sponsored by Premiere Response
Tia Graham, Certified Chief Happiness Officer & Author
Be A Happy Leader
Cosmopolitan AB
Monday 10:00 - 10:30 Exhibit Hall Open
Book Signing with Tia Graham | How to be a Happy Leader
Cosmopolitan Foyer
Monday 10:30 - 11:30 Spotlight Speaker: Nate Spears, Chief Operations Officer
A New Perspective on Managing Top Performers
Sponsored by ClearSource
Cosmopolitan AB
Monday 11:30 - 12:00 Exhibit Hall Open Cosmopolitan Foyer
Monday 12:00 - 1:30 LUNCH | Annual Business Meeting | Election Cosmopolitan AB
Monday 1:30 - 2:30 Spotlight Speaker: Kathy Stoeberl, Executive Vice President
Chicago Lighthouse for the Blind
Diversity & Inclusion: A Creative Solution for Today's Contact Center Challenges
Sponsored by Bill Gosling
Cosmopolitan AB
Monday 2:30 - 3:00 Exhibit Hall Open Cosmopolitan Foyer
Monday 3:00 - 4:00 CONCURRENT BREAKOUT SESSIONS

    Jabra | Equipping Your Agents for Success at Home or Office | Vern Fernandez & Danielle Brannon
Cosmopolitan C
    EmblemHealth & Eli Lilly | Creating the "Access to Care Experience" within Healthcare | Claudio Pugliese & Mike Boudreau
Cosmopolitan D

    Arrive at Happy | Grow Faster with Feedback! | Tia Graham
Discovery A
    Sharpen CX | How Killer Bots can Significantly Improve Your CX Operations | Ric Kosiba
Discovery B
Monday 4:00 - 4:45 Table Topics Cosmopolitan AB
Monday 4:45 - 5:30 Closing Remarks | SOCAP Gives Back to Coburn Place
Special Guest, Danielle Fiega | Strategic Partnerships
Cosmopolitan AB
Monday 5:30 - 6:30 Exhibitor Cocktail Reception  Cosmopolitan Foyer
Monday 6:30 Open Evening | Client Dinners | Informal Dine Around  

TUESDAY 9/13/2022

Day Time Event Location
Tuesday 6:15 - 7:00 Optional Morning Fitness Fun TBD
Tuesday 7:30 - 8:30 Industry Community Breakfast Buffet Cosmopolitan AB
Tuesday 8:30 - 8:45 Morning Greeting with
Jon Cox, Wellness Pet Company
SOCAP Chairman of the Board of Directors
Cosmopolitan AB
Tuesday 8:45 - 9:15 Keynote Speaker:
Jennifer Oleksiw, Chief Consumer Experience Officer
Eli Lilly and Company
Cosmopolitan AB
Tuesday 9:15 - 10:15 Spotlight Speaker: 
Kevin Sheehan, Founder and Managing Partner
Building the ROI for Cloud Migration
Sponsored by Cloudlinx
Cosmopolitan AB
Tueday  10:15 - 10:45 Exhibit Hall Open
Cosmopolitan Foyer
Tuesday 10:45 - 12:00 Process & Technology Expert Panel Now Featuring: 
TikTok | Emplifi Bill Gosling | PolyAI | Sprinklr
Cosmopolitan AB
Tuesday 12:00 - 12:30 Exhibit Hall Open Cosmopolitan Foyer
Tuesday 12:30 - 1:30 LUNCH with Special Guest Speaker
Mark Miller, Practice Leader Customer Service Solutions, JD Power
Cosmopolitan AB
Tuesday 1:30 - 2:00 Exhibit Hall Open Cosmopolitan Foyer
Tuesday 2:00 - 3:00

CONCURRENT BREAKOUT SESSIONS


    ShyftOff | Reducing Contact Center Cost without Sacrificing Quality | Trevor Clark
Cosmopolitan C
    Reyes Coca-Cola Bottling and SKUx | Why Speed & Security Matter Now More than Ever | Ros Harrell & Doug Pursley
Cosmopolitan D
    CH Consulting Group | Finding the Sweet Spot: The Intersection of Peak Operational Efficiency & Highest Level CX | Christa Heibel
Discovery A
    SharpenCX | Rethinking the Customer Journey | Jeff Kays
Discovery B
Tuesday 3:00-4:00 CONCURRENT BREAKOUT SESSIONS

 

    Delta Faucet and Insite Managed Solutions | Bringing Innovation to Life Through Human Operations | Nathan Bobay & Nathan Flowers Cosmopolitan C
    Nestlé Purina | The Agent-Assist AI Implementation Journey | Terri DeMent
Cosmopolitan D 
    AW Companies Inc.| People Power: Stop Forcing Square Pegs into Round Holes | Milan Batinich
Discovery A
    BPA Quality | Coaching to the Human Element | Neal Eggers
Discovery B
Tuesday 4:00 - 4:55 Closing Keynote Speaker: 
Derek Daly - Former Race Car Driver & Author
A Culture of Extraordinary
Cosmopolitan AB
Tuesday 4:55 - 5:30 Closing Ceremonies
Cosmopolitan AB
Tuesday  6:00 - 7:30 Get Your Professional Head & Shoulders Picture Taken! Fat Rooster Diner
Tuesday 6:30 - 7:30 Cocktail Reception Fat Rooster Diner
Tuesday 7:30 - 11:00 Dinner | Award Ceremony | Dancing (Dressy Attire) Cosmopolitan AB

WEDNESDAY 9/14/2022

Day Time Event Location
Wednesday 8:00 - 8:30 Summit Attendees Networking Breakfast TBD
Wednesday 8:30 - 1:00 CPG Summit
Sponsored by Premiere Response
Discovery
Wednesday 8:30 - 1:00 Auto Summit
Sponsored by Morley
Studio 1
Wednesday 8:30 - 1:00 Retail Summit Studio 5
*Rooms and Sessions may change