Sunday, October 26

8:00am - 12:30pm
SOCAP Golf Tournament
(separate registration required)

8:00am - 1:00pm
Trip to Pike's Peak
(separate registration required)

1:00pm - 6:00pm
Conference Registration

2:30pm - 4:00pm
Chapter Leadership Forum

4:30pm - 6:00pm
First-Timer/New Member Welcome

6:00pm - 7:00pm
Welcome Reception
Sponsored by Stericycle ExpertSOLUTIONS

Monday, October 27

7:30am - 5:00pm
Conference Registration

8:00am - 9:00am
Continental Breakfast

8:00am - 9:00am
SOCAP Committee Leadership Breakfast

9:00am - 10:30am
Opening General Session
Keynote: Tom Wujec, World-Renowned Expert on Innovation and Fellow at Autodesk

10:30am - 11:00am
Networking Break

10:30am - 6:30pm
Exhibit Hall Open

11:00am - 12:15pm
Breakout Sessions

• Internal Knowledge Management for Effective Real-Time Customer Service
• Understanding the Customer Compass - The Value of Unfiltered Customer Feedback
• Evaluate Today, Determine Tomorrow
• The Innovative Agent Experience: How rue21 Drives Customer Loyalty

12:30pm - 1:45pm
Networking Luncheon

2:00pm - 3:15pm
Breakout Sessions

• Live Chat: Better, Cheaper, More Valuable
• The Truly Mobile Journey
• Is Your Customer Target George and Jane Jetson? A Look at the Call Center of the Future
• The Global Customer Journey – From Globe Trotters to Trend Spotters – What We Can Learn from Companies Who Embrace the Global Consumer
• From Like, to Want, to Need to Love...The Social Consumer

3:15pm - 4:00pm
Networking Break

4:00pm - 5:30pm
Afternoon General Session
Keynote: Micah Solomon, Bestselling Business Author and Contributor to Forbes.com

5:30pm - 6:30pm
Exhibitor Reception

Tuesday, October 28

7:30am - 5:00pm
Conference Registration

8:00am - 9:00am
Continental Breakfast

9:00am - 10:30am
Morning General Session
Keynote: Sarah Lewis, Author of bestseller The Rise: Creativity, the Gift of Failure and the Search for Mastery

10:30am - 11:00am
Networking Break

10:30am - 2:00pm
Exhibit Hall Open

11:00am - 12:30pm
Spotlight Sessions
Innovation in Today's Experience Economy
SOCAP's Customer Engagement Framework: Real-World Applications and Successes

12:30pm - 1:45pm
Annual Business Meeting Luncheon

2:00pm - 3:15pm
Breakout Sessions

• Dissecting the Customer Journey: An Approach for Brand Alignment
• Omni-Channel Customer Care: How to Deliver a Seamless Experience Across the Customer Journey
• Using the Customer Engagement Framework: Assess Your Processes
• Using Customer Experience to Drive Cultural Transformation

3:15pm - 3:45pm
Networking Break

3:45pm - 5:30pm
Closing General Session
Keynote: Greg Bennick, Award-Winning Producer, Writer and Entertainer

7:00pm - 10:00pm
Social Finale
Sponsored by 24-7 Intouch

Wednesday, October 29

8:30am - 5:00pm
Workshop: Six Sigma White Belt Training
(separate registration required)

9:00am - 11:00am
Executive Series Workshop: Regulatory Issues Impacting Consumer Care
(separate registration required)

8:30am - 12:30pm
Consumer-Packaged Goods (CPG) Community Meeting 
Topics: Ingredient Transparency, Product Information Management
(separate registration required)

8:30am - 5:30pm
2014 Automotive Summit
(separate registration required; open to automotive OEMs only)

Thursday, October 30

8:30am - 3:30pm
2014 Automotive Summit
(separate registration required; open to automotive OEMs only)