SOCAP International

Indiana Chapter - Getting A Seat at The Table and What to Talk About Once You Get There

June 29, 2017

As business professionals - regardless of the industry or customers we serve - we’re all trying to find a way to have a seat at the table. Once seated among the decision makers, you can then help set direction, better serve your customers and establish your department as critical to the company’s overall success. But how do we get there? And, once there, what can we contribute that will deliver organizational impact and get us invited back again and again?Join us at Indiana’s next chapter event, hosted by our friends at Delta Faucet, where our speakers, Salena Scardina of Sweetwater and Cindy Grimm of CX Solutions will explore just that.

Create a Customer Centric Organization
Salena Scardina, Sweetwater

Salena will share her experiences at McDonalds, Vera Bradley and Sweetwater and how developing a truly customer-focused strategy contributes to customer satisfaction and loyalty.

The highest levels in the company aren’t always the closest to the customer experience, yet they are charged with inspiring the customer-focused organization. This presentation is an insightful perspective from someone who has carried the voice of the customer (from a CSR role) to senior customer executives. It details how, along the way, you can inspire individuals, teams and the entire brand to become more focused on what it takes to win customers. You’ll learn practical steps for ensuring the customer has a "seat at the table" and for infusing customer-focused thinking as a natural and routine practice.

SOCAP’s Customer Engagement Framework – A Tool to Measure, Plan and Develop Your Customer Care Roadmap
Cindy Grimm, CX Solutions

Cindy Grimm, has partnered with SOCAP in the development and execution of the SOCAP Customer Engagement Framework. Find out how this tool – free to SOCAP Silver, Gold and Platinum members - can be your secret weapon to finding out:

  • Where your team falls in the customer care continuum
  • How to measure your progress gained through investment in people, process and technology
  • How to build a strategic roadmap for the future

Learn how our SOCAP Framework trailblazers are leveraging the results they’ve received from the Framework today and how a select number of them have dug even deeper by participating in a Framework Strategic Consultation Session with CX Solutions. Cindy will share how the consultation process works and some of the valuable “take aways” these organizations have gathered by doing so.

Find out how engaging your team and company in the framework can elevate your role and help you and your team meet organizational and departmental goals sooner, rather than later!


Thursday, June 29, 2017
9:00 a.m. – 9:30 a.m.      Registration
9:30 a.m. – 9:45 a.m.      Introductions
9:45 a.m. – 10:45 a.m.    Creating A Customer Centric Organization – Salena Scardina
10:45 a.m.– 11:30 a.m.   Group Participation Session– Customer Centric Strategies
11:30 a.m. – 12:30 pm    Networking Lunch
12:30 pm. – 1:30 p.m.     SOCAP’s Customer Engagement Framework
1:30 p.m. – 2:30 p.m.      Tour of Delta Faucet’s Manoogian Center (a full hour of
                                                valuable take-aways)
2:30 p.m. - 2:45 p.m.       Networking Break
2:45 p.m. – 3:00 p.m.      Closing Remarks – Mike Begala (Chapter President)
3:00 p.m. – 4:00 p.m.      Indiana Chapter Board Meeting – Induction of
                                               Chapter Leaders
Delta Faucet
55 E. 111th Street
Indianapolis, IN 46280

Members $45
Non-Members $65

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.

SOCAP International wishes to thank Delta Faucet for providing a tour & beautiful meeting space

Thank you Sweetwater for sponsoring this event!