SOCAP International

New England Chapter - Maximizing the Customer Experience

October 13, 2017

In today's fast paced world of technology driven interactions, when you have the attention of your customer, it is important to get the experience right. Having the highest level of quality control and knowing your contact center representatives have full confidence in the products is a perfect combination for successful results. Come hear some of the tips our top professionals in customer experience have integrated for best contact experiences and team integration. And, for your pleasure enjoy a tour of Boston Beer Brewery and free tasting.


Mary Storch is a Quality Assurance Manager at SmartPak.

She will discuss Quality; We all Say It, But What Do We Mean? Mary will explain how to make quality a robust and integral part of our business. Getting beyond the single word adjective and having a system that sets up your employees for success and gives your customer confidence.

Erik Neumann is a Consumer Relations Specialist at Boston Beer Company.

Erik will speak on Best Practices in Connecting Consumer Relations and Quality Assurance. He will discuss how to establish and foster open communication between teams, create and analyze useful reports and adding value.

Aaron Andrade is the Director of Customer Experience at Boston Globe Media.

Aaron's topic is Customer Experience Learnings. He will discuss how to maximize your effectiveness as a CX leader by focusing on the most important questions.

WHEN (Schedule of Events)
Friday, October 13, 2017
10:30 a.m. - 10:45 a.m.  Registration
10:45 a.m. - 11:30 a.m.  Speaker Mary Storch, SmartPak
11:30 a.m. - 12:15 p.m.  Speaker Erik Neumann, Boston Beer Company
12:15 p.m. - 12:45 p.m.  Lunch - Provided by City Feed
12:45 p.m. - 1:00 p.m.    Greater Boston Food Bank Presentation
1:00 p.m. - 2:00 p.m.      Speaker Aaron Andrade, Boston Globe Media
2:00 p.m. - 2:15 p.m.      Break
2:15 p.m. - 3:15 p.m.      Boston Beer Brewery Tour/Tasting

Boston Beer Company
30 Germania Street
Boston, MA 02130

COST (Includes Lunch, Brewery Tour and Tasting)
Members $45
Non-Members $65

Seeking Greater Boston Food Bank Donations

To support the food bank, we are asking attendees to consider bringing the following items:

  • Supermarket Gift Cards
  • Canned Goods
  • Non-Perishable Goods

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.