Our Profession

Leading the Customer Care Evolution

“We are shifting our operations from simply handling call volume to facilitating genuine connections, better interactions and real value…”
— Kim McMiller, SOCAP Chair, Board of Directors

With customers' expectations evolving so is customer care. In an age of transparency, the customer experience is increasingly separating the market winners from the losers. According to McKinsey & Company, a global management consulting firm, 70% of buying experiences are based on how the customer feels they’re being treated.

With this in mind, we, as the customer care community, need to continue to embrace change, incorporating strategies that will help:

  • Create valuable experiences for our customers
  • Meet customers’ interests, and
  • Build brand loyalty

Advancing Customer Care

SOCAP’s mission has not changed since our foundation. We will continue to provide educational tools and professional resources to help our members drive business transformation within their companies.

In an age of transparency and “big data” and where the line between marketing, sales, and support are becoming a blur, customer care and engagement executives will need to:

  • Implement strategies that will continue to optimize the customer experience
  • Hone their skills with the advancements in technologies
  • Personalize the customer experiences and protect their companies’ brands
  • Make decisions based on their companies’ data and customer insights, and
  • Continue to use SOCAP and its network as a resource and support system

Become a SOCAP Member