SOCAP International

Chicago Chapter Presents: A Day at The Races and Interactive Discussions on “Omni-Channel Challenges in The Contact Center”

September 15, 2016

Join us at Arlington Park for a Trifecta of Education, Networking, and Fun!

You are invited to attend a fast and fun-filled event to learn best practices on how to stay “a length” ahead of your customer’s expectations! During the course of the day, you will also have ample time to network with other SOCAP members in our private “Silks at 2200” venue. SOCAP will provide a great lunch, including beer/wine. Plus, in the afternoon, you will have an opportunity to either bet on the ponies or just simply watch fabulous horse racing from a private viewing area. Post time is 1:15pm!

Into the Starting Gate: “Rewire the Digital Customer Experience”

Lauren Kindzierski - HGS, will speak about Omni-Channel pain points/challenges…and how to overcome them.” She holds the role of VP of Solutions & Capabilities within the Global Growth Strategy and Marketing team at HGS. Lauren plays a significant part in innovating new and existing solution offerings at HGS by leveraging technologies such as – social, mobile, video, sms, and analytics - to keep her company up-to-date with the latest market trends and demand.

Lauren brings with her over 10+ years of marketing, customer experience, and innovation experience in the customer service industry primarily in the global business process outsourcing (BPO) sector. Her high energy and enthusiasm for customer experience, combined with her passion for the customer service industry, has helped established Lauren as an industry thought leader in the customer service space specifically around the topics of innovation and customer experience.

Rounding the Rail: “Using Omni-Channel to Improve Customer Experience at Contact Centers”

Debraj Basu and Nick Harris - United Airlines will provide insight into their experiences with the Omni-Channel.

Debraj Basu leads the Marketing Optimization team and is also responsible for big data infrastructure and strategy. Prior to his current role, he led the Revenue Management Science and Operations Research team. He has been with United for most part of his 15 year career with earlier roles in Industrial Engineering and Finance. He has a Masters in Industrial Engineering from UIC and a MBA from Kellogg. He is passionate
about data and the power of data driven insights to drive business

Nick Harris leads the Channel and Data Optimization team. His team focuses on improving the digital customer experience through data collection, insights, and personalization. He has over 13 years of experience in digital marketing and analytics and spent the last 5 years of his career at United. Nick led the marketing department of a software company in Atlanta, GA prior to joining United. He has a computer science degree from North Carolina State University and a MBA from Emory University.

Inside the Paddock: A Panel Discussion with HGS, The Northridge Group, MAI BPO Solutions, Blue Cross Blue Shield, and Verint

We will lead a panel discussion on customer expectations with leaders from various industry companies including:

  • Lauren Kindzierski – HGS
  • Pam Plyler – Northridge Group
  • Gary Jon Stanko – MAI BPO Solutions
  • Juliane Pearson – Health Care Service Corporation (Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma and Texas)
  • Cameron Hissey – Verint
  • Audience participation

Heading Towards the Finish Line with Networking and Horseracing

The afternoon will be filled with horse racing, and in-between post-times, we will have roundtable discussions with our Speakers, Panelists, and a chance to network with our sponsors!

Thursday, September 15, 2016 (Event Schedule)

9:00 am to 9:45 am         Registration, Continental Breakfast, Networking
9:45 am to 10:00 am       President’s Welcome: Kelly Kempf
10:00 am to 10:15 am     Intro into Omni Channel: Pam Plyler
10:15 am to 11:15 am     Rewire the Digital Customer Experience: Lauren Kindzierski                                       
11:15 am to 11:45 am     Break/Networking
11:45 am to 12:45 pm     Using Omni Channel to Improve Customer Experience at Contact Centers:
                                                Debraj Basu & Nick Harris
12:45 pm to 1:30 pm       Lunch
1:30 pm to 2:30 pm         Panel Discussion: Pam Plyler, Lauren Kindzierski,
                                                Gary Jon Stanko, Juliane Pearson
2:30 pm to 4:00 pm         Networking and Horseracing

Silks at 2200 (Arlington Park Racecourse)
2200 West Euclid Avenue
Arlington Heights, IL  60005

Members:    $79
Non-Members:  $109

Thank you MAI BPO Solutions and Verint Systems for sponsoring this event!

 MAI and Verint Logos

SOCAP Chapter Event Registration Cancellation Policy: 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.