SOCAP International

New York Metropolitan


Past Events in 2016

Sept 15th        
Bigelow Tea Offices, Fairfield, CT

Customer Journey Mapping


In this information-packed, four-hour workshop, Paul Shuga, Vice President, COPC Inc., will lead a discussion on the what, why, and how of customer journey mapping (CJM). This will be an interactive, information-rich discussion exploring why CJM is important, COPC Inc.’s proven CJM approach, and how you can launch your CJM initiative quickly and effectively. This workshop will arm you with the information you need to start your CJM project immediately.

  • Why is the customer experience so important?
  • How do we help clients deliver a positive omnichannel customer experience?
  • Why invest in customer journey mapping?
  • How to get started with CJM today?

Paul Shuga is a proven leader with deep experience in driving improvements in customer experience and streamlining operations as well as maximizing organizational efficiency. In addition to being an expert in performance improvement, Paul is also a COPC Certified Auditor and COPC Certified Facilitator of COPC training programs, including the COPC® Customer Journey Mapping Certification Program. For more than 15 years, Paul has led client engagements throughout the world, driving improvements in quality, customer satisfaction, sales, cost reduction, and service.

Join us for this customized workshop, developed exclusively for SOCAP members. You will take away enough information in one day to kick-off customer journey mapping and contribute to the strategic success of your organization!

We’ll kick off the event with a one hour open forum discussion. This session will focus on defining Journey Mapping, visualizing the value, positioning CJM as a tool for improving customer experience, and reviewing some use cases. You will hear from contact center consultancy members and brand practitioners with extensive experience with CJM.

Aug 3rd        
Yankees/Mets Outing, Yankee Stadium, Bronx, NY


 Announcing our 17th annual NY Metro SOCAP New York Yankee outing at Yankee Stadium.   We have confirmed & purchased the hottest ticket in town on August 3rd for this year’s game.  Mark your calendars and SAVE the DATE for August 3rd……….. New York Yankees vs the New York Mets!........yes the same NY Mets that made it to the World Series last year.  


We will send more details how to reserve your seats and request for sponsors for the tailgate at the March 10, NY Metro SOCAP meeting in NYC.

June 2nd     
The Call Center of the Future, Princeton, NJ

  2016 Michele Rowan Head Shot


The NY Metro and Philadelphia SOCAP Chapters have joined forces for an exciting program on The Call Center of the Future.  We lead off with a dynamic speaker and widely recognized leader in contact center strategy who brings global expertise to our doorstep.  As our keynote, Michele Rowan, President and CEO of Customer Contact Strategies, will discuss The Future of Work as it relates to people, focusing on the impact of technology, work at home agents, a mobile workforce, and more on business strategy and process.  

Also, for the first time at the chapter level, we’re introducing the very popular SOCAP National Workshop Series, The Contact Center of the Future.  NY Metro Chapter members Beth Ziff (Premiere Response) and Andy Begnoche (Holdcom) will lead a series of panel discussions on people, process and technology, followed by interactive working sessions at the participant tables. 

When: Thursday, June 2nd, 10am to 5:00pm 
Where: Princeton, NJ at the Double Tree Hotel (4355 Route 1 at Ridge Road)
Registration is now open!  Space is limited, so be sure to register today! 
The Contact Center of the Future – The Journey to 2020 Workshop 
Click here to register

Hosted by: Beth Ziff, Vice President of Operations, Premiere Response and  Andy Begnoche, Director of Operations,

What do you foresee in the 2020 workplace? Have you considered the impacts to your company and to your customers?

Join in the discussion with a panel of Customer Care and HR professionals who will discuss:

  • Moving from a work “here” to a work “everywhere” environment
  • Humology – the convergence of humans and technology
  • Social technology – the vast array of tools to facilitate communication, learning, and collaboration
  • Work/life flexibility – what does this mean to your company culture?
  • Workforce diversification – recruiting and engaging teams who broaden the exchange of ideas and knowledge


Learn how to prepare your service center for the evolving customer journey of the future.

March 10th    

 The Convergence of Customer Service & Marketing: Collaborating to Create a World-Class Customer Experience


Emblem Health’s Office, 55 Water Street, NY, NY 10041

* In this event SOCAP NY Chapter broke the record of members who attending. This was a great start to the year and look to have very interesting topics for future events.  


April 10–13   
 National Event - Spring Symposium, Nashville, TN