SOCAP International


Is Your Organization Ready to Use Bots
to Communicate with Customers?

Friday, September 28, 2018

Everyone's talking about using bots to make customer care quicker, cheaper, and easier. But is your organization ready to use bots well? Can you create a good bot that will support a positive customer experience, or will your bot be novel but annoying, or worse?

Join customer service writing expert Leslie O’Flahavan for a workshop that will help you decide whether you’re ready to launch a bot. Leslie will:
• Review how some customer care organizations are using bots now;
• Discuss how some bots are damaging the personal connection we've worked to build with customers;
• Help you evaluate how good your organization is at any type of automated communication: IVR, web forms, or hold statements, etc.​

Event Highlights
• Review real-world examples of customer service bots
• Understand bots as a communication tool, not as technology choice
• Take the “Are We Bot-Ready?” quiz and analyze your results
• Networking with your DC-area peers
• Enjoy lunch!

Leslie O'Flahavan

Leslie O'Flahavan has helped thousands of people learn to write well for online readers. She has delivered customized writing courses for customer service agents, social media managers, and support desk staff. She is a problem-solver for all the writing-related challenges faced by contact centers: e-mail, chat, and social media. She helps contact centers train agents to write excellent e-mail, measure the quality of their e-mails to customers, and rewrite and maintain their entire library of canned answers. Recently, she completed a complete overhaul of customer service writing for a global airline’s domestic and international contact centers. Leslie is a author of the courses How to Write Customer Service Email and Customer Service: Writing for Social Media. Leslie is the co-author of Clear, Correct, Concise E-Mail: A Writing Workbook for Customer Service Agents.

Friday, September 28, 2018 
12:00pm - 2:00pm EST

Nestlé USA
1812 N. Moore St.
Arlington, VA 22209

Parking in the Nestlé building lot costs $10.
Rosslyn Metro Station is less than 1 block away from Nestlé.

COST (Lunch Included)
Members: $20
Non-Members: $40

Thank you to Nestlé for hosting this event! 

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. No cancellations or refunds five full business days (Monday-Friday) before the Chapter Event. Registration transfers to future Chapter Events will not be accepted.


June 27, 2018

How To Have Difficult Conversations With Customers:
What To Do When You Have To Say, “We Can’t,” “We Won’t,” Or “We Don’t”

Four prominent customer experience leaders presented an open and honest discussion of how to have difficult conversations with customers… without destroying the relationship or hurting your company’s bottom line.

Attendees learned strategies for retaining and satisfying customers even when the situation is bad and risk is high.

Attendees learned from leaders in prominent companies that define their market:

  • John Goodman, Vice Chairman of Customer Care Measurement and Consulting
  • Sally Hurley, CEO of VIPdesk Connect
  • David Johnston, Social Media Strategist at Transportation Security Administration (TSA)
  • Carlos Suarez, Consumer Engagement Services Manager at Nestle’ USA

June 4, 2015

“Customer Experience Success Stories: How the Federal Government and the City of Philadelphia Provide Great Service for Citizens.”

We are proud to welcome two excellent speakers:

DC Chapter Event Pic (Lue, Rosetta)
Rosetta Carrington Lue, Chief Customer Service Officer for the City of Philadelphia and the Executive Director of Philly311


DC Chapter Event Pic (Monroe, Mary)
MaryAnn Monroe
, Director of Customer Experience for GSA’s Federal Citizen Information Center

•  Rosetta Carrington Lue will talk about how the City of Philadelphia is engaging citizens through digital services. She will explain how government is changing, and why the conversation is no longer about why we need digital services for engagement initiatives, but how we can use them. Rosetta will discuss how her organization engages citizens through digital services by getting to know them, having a strategic plan, and using a wide range of channels to communicate with customers and listen to feedback.
•  Mary Ann Monroe will talk about using customer experience strategy to improve, the government's digital front door to information and services.'s omni-channel presence handles over 80 million citizen interactions per year.  Mary Ann will describe how her team has used customer personas, journey mapping, and data integrated from multiple service channels, to understand citizens' pain points and prioritize solutions their problems.


SOCAP DC Metro Chapter event on June 6, 2013 was a huge success!

LOCATION - New SOCAP Member: Ketchum, Inc., 2000 L St NW, Washington, DC 20036

Stan Lucas Ascen June 6 2013

Stan Lucas, Director of Customer Insights for Ascen Retail Group addresses the SOCAP event attendees on June 6, 2013 at the offices of new SOCAP member, Ketchum, Inc, in Washington DC.
Customer Experience, Consumer Engagement and Voice of the Customer programs are quickly becoming a strategic focus of the world's largest and most successful brands. Consumer Affairs professionals are in the driver's seat, positioned to analyze call center and contact data, Big Data, to provide insights to the business. 

The Washington DC SOCAP Chapter proudly presented Customer and Consumer Experience stories from real business practitioners.  Jack Sullivan, N.A. Consumer Engagement Lead with Unilever, and Stan Lucas, Director of Customer Insights & CRM with Charming Shoppes, Inc., a subsidiary of ascena group inc., shared their stories of how they are learning to adapt to a changing customer landscape through the use of internal collaboration and technology.

The format included individual presentations followed by a roundtable discussion. A packed meeting room enjoyed the presentations. Audience questions provided additional lively discussions. The speakers provided timely content with real studies and statistics. Their frank discussions of issues and concerns was refreshing and impressive.

Jack Sullivan  has over 20 years of customer care experience within the consumer packaged goods industry. As the N.A. Lead for Unilever’s Consumer Engagement Center, Jack is responsible for operations in the US and Canada where over 4 million consumer engagements are managed annually. Alligned with Unilever’s Consumer & Market Insight team, Jack’s focus is on enhancing the consumer’s brand experience through engagement with the CEC and creating insights to develop marketing programs. Through his long involvement with the Society of Consumer Affairs Professionals (SOCAP), Jack remains actively involved in promoting the customer care industry and is a past President of the NYMetro Chapter.

Stan Lucas is currently the Director of Customer Insights for Charming Shoppes, Inc., a subsidiary of ascena retail group inc., a specialty apparel retailer primarily focused on the needs of the plus-sized woman.   His 15 years of experience in retail and financial services includes work at Macy’s before Charming and during his tenure he has served as a manager of everything from credit risk to Loyalty and CRM.  Stan was born a New Yorker, graduated a Hoosier, and even spent time in the Buckeye State before settling in the Philly area.  When he is not pulling together insights about women’s apparel, he enjoys spending time with his family and coaching soccer.