SOCAP International


(Agenda subject to change)

**NOTE: Discussion Leaders in Red

Wednesday, October 21

8:00am - 9:00am  Welcome and Continental Breakfast 
9:00am - 10:00am  State of the Industry
Renee Stephens, Vice President of U.S. Auto Quality, J.D. Power
10:00am - 11:00am 

Creating a Culture of Engagment

  • Employee Engagement and Morale
  • Mitigating Attrition
  • Organizational Structure
  • FTE vs. Outsourcing
  • Vendor Engagement
11:00am - 11:15am  Break 
11:15am - 1:00pm  Recalls
Neil Steinkamp, Managing Director, Stout Risius Ross; Chrysler (Rick Thornton)
1:00pm - 1:45pm  Group Lunch
Discussion with Mary Power, President & CEO, National Better Business Bureau (BBB)
1:45pm - 2:45pm 

Technology Tools - GM (Jim Moloney); Honda (Ajay Bajwa)

  • Info-tainment
  • Telematics
  • Migration to New Tools
  • CRM (Systems)
  • Current Tools to Measure Performance
2:45pm - 3:45pm  Social Media - Honda (Ajay Bajwa); Kia (Paul King)
3:45pm - 4:00pm  Break
4:00pm - 5:00pm 

Customer Experience Strategies: Impact on Contact Center
Ford (Mont Wright); GM (Jim Moloney)

5:00pm - 5:15pm  Day 1 Wrap Up 
7:00pm - 9:00pm  Group Dinner at The Diplomat (TBA) 

Thursday, October 22

7:30am - 8:30am  Continental Breakfast 
8:30am - 10:30am 

Luxury and Non-Luxury Breakout Discussions

- Lexus (Chuck Yaeger)

  • Profile of Luxury Customer
  • Managing Expectations vs. Mainstream
  • Hi-Tech Cars

Non-Luxury - Honda (Ajay Bajwa)

  •  Brand-Specific Advisors v. General Trained Agents
10:30am - 11:30am  Measuring and Managing Key Metrics - Kia (Paul King)
11:30am - 12:30pm 

Self-Service Strategies - GM (Debra LaLonde); Ford (Mont Wright)

  •  24-hour online
  • Identify Use Case & Channels
  • FAQs vs Dynamic-type in question
  • Knowledge Base
12:30pm - 1:30pm  Lunch 
1:30pm - 3:00pm 

Wrap Up

  • Lessons Learned
  • What did we note cover (ideas for 2016 Summit)