SOCAP International


(Agenda Subject to Change)

Sunday, October 22

1:00pm - 6:00pm  Registration 
1:00pm - 4:00pm  Chapter Leadership Forum
Sponsored by Knoah Solutions
4:30pm - 6:00pm  First-Timer/New Member Orientation

Attention First Timers!
Will this year’s SOCAP Annual Conference be your first? Be sure to plan your travel accordingly so that you don’t miss the First-Timer and New Member Orientation. During this session you will:

  • Learn how to navigate your way through the conference
  • Better understand the SOCAP experience and the benefits of membership
  • Network with other first-timers

Be sure to check the First-Timers box when you register for the Annual Conference!

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

Monday, October 23

7:30am - 5:00pm Registration
7:30am - 8:30am  Breakfast
Sponsored by ERC
8:30am - 10:00am  Opening General Session - Keynote Speaker: Scott Klososky

Digital Transformation: Empowering an Innovation Culture

We are seventeen years into what will likely be a fifty year time of transformation. Many people believe humanity will change more during this fifty years than all the changes combined in the past three hundred years. This is changing all aspects of the customer care process as well as the customer experience overall. In order to prosper during the Digital Transformation organizations must innovate at a pace that is faster than their competitors, to do any less is to risk becoming irrelevant to customers. Scott Klososky will update us on the latest dynamics sweeping customer relationships and the customer care field specifically. Scott has been highly accurate at predicting the future state of technology impact. He will be addressing concepts like “smart” products, customer intelligence, and Humalogy-based Customer Care. Don’t miss this chance to have your worldview improved with a few new and important ideas.
10:00am - 10:30am  Networking Break in Innovation Hub
Sponsored by Lessonly
10:30am - 11:45am

Breakout Sessions

  • Using Emoji's to Drive CSAT
  • Conscious Capitalism: Culture Drives Innovation
  • The Hearts and Robots Revolution: Why T4IR (The Fourth Industrial Revolution) is Inherently Human
  • Technology Panel: Top Ideas for Leveraging Mobile Now
12:00pm - 1:30pm  Networking Lunch & Presentation of Chapter Awards
Sponsored by Alorica
1:00pm - 2:00pm  Dessert & Networking in Innovation Hub
2:00pm - 3:15pm 

Breakout Sessions

  • The Innovation Un-Session
  • Work Smarter: Gathering Data from ALL Customer Interactions Using AI
  • Identifying Influencers and What to Do With Them
  • Technology Panel: AI for Chatbots & Messaging 
3:15pm - 4:00pm  Networking Break in Innovation Hub
4:00pm - 5:15pm 

Afternoon General Session - Keynote Speakers: Johnny Russo, Mark's & Jay Kershner, Fitbit

Innovation in Action: Conversations with Fitbit and Mark's

Get firsthand perspectives from two industry leaders, Fitbit and Mark’s Corporation, on how their companies are moving at the speed of innovation. In this interview-style keynote session, you will hear insights from Jay Kershner, Vice President of Customer Support at Fitbit and Johnny Russo, Associate Vice President of Digital Marketing and Ecommerce at Mark's in Canada. Find out how these brand giants are leveraging innovation, supporting consumer expectations and advancing the customer journey. Don’t miss the opportunity to learn from the insights and perspectives shared by Jay and Johnny. This session will be moderated by Tom Asher of Humach.

5:15pm - 6:15pm  Exhibitor Reception
9:00pm - 10:30pm  SOCAP Night Cap Lounge
Sponsored by Astute Solutions

Tuesday, October 24

7:30am - 5:00pm Registration
7:30am - 8:30am  Breakfast
8:30am - 10:00am 

Morning General Session - Keynote Speaker: Tamara Kleinberg

Innovation Drives: How To Tap The Power Of Innovation From Transformative Growth

There is a new language that drives success - innovation. If you aren't continually innovating, you are on a fast path to irrelevance. To compete in today's ever-changing, fast-paced landscape, customer experience professionals must discover how to tap the power of their personal competitive advantage, innovation! In this interactive keynote, we'll delve into your unique Innovator Archetypes and develop an innovation toolbox so you can rock your customer experience world.

Key Takeaways:

  • Create a real culture of innovation from the inside out, where everyone participates and impacts the bottom line
  • Discover the keys to stop spinning your wheels and start winning, personally and professionally (hint - it's already within you)
  • Be an innovation rock start that drives innovative ideas and people forward
  • Overcome the hidden barriers to innovation that are hindering your efforts
  • Benefit from the compounding value of daily innovation for exponential growth
10:00am - 10:30am  Networking Break in Innovation Hub
10:30am - 12:00pm

Spotlight Sessions

  • Are You Moving at the Speed of Innovation with Millennials? Dive into the Millennial Consumer Mindset and Get Proven Results to Improve Engagement - Chelsea Krost, Millennial Marketing/Brand Strategist
  • Innovation and the Future of Customer Care - Brandy Smith, McKinsey & Company
12:00pm - 1:30pm  SOCAP Annual Business Meeting Luncheon
Sponsored by ContactUS Communications
1:00pm - 2:00pm  Dessert & Networking in Innovation Hub
2:00pm - 3:15pm 

Breakout Sessions

  • Innovating at the Intersection of Customer and Crewmember
  • Is Your Organization Ready to Use Bots to Communicate with Customers?
  • Customer Experience: Winners, Losers and Must Have Metrics
  • Technology Panel: Artificial Intelligence Fundamentals
3:15pm - 3:30pm  Networking Break
3:30pm - 4:45pm

Closing General Session - Keynote Panel: Start-Up Perspectives on Innovation
Panelists: Davy Kestens, Founder & CEO, Sparkcentral; Matt Tumbleson, Founder & CEO, Teckst; Michael Wolfe, Vice President of Engineering & Co-Founder, Gladly
Moderator: Tamara Kleinberg, Innovation Enabler & Founder,

Start-up companies are helping to drive innovation in exciting and compelling ways. These organizations are considered a rich source for new ideas, insights and solutions—particularly in the area of technology. In this keynote session, you will hear from the founders of three unique start ups making their mark in the customer care space: Teckst, Sparkcentral and Gladly. Learn the impact these start-up organizations are making and how they are driving innovation in new and creative ways. Key questions to be addressed in this panel discussion include:

  • How do these start- ups companies define innovation? What makes them unique?
  • What inspired these founders to start their companies and what big trends or challenges are they hoping to tackle? How are they being disruptive?
  • What perspectives and insights do these founders have about consumer expectations and the future of customer care?

This panel will be moderated by Tamara Kleinberg of Bring your questions and your own disruptive thinking to this panel discussion with these leading start-up organizations.

5:30pm - 6:30pm  Pre-Finale Happy Hour
Sponsored by Wilke Global
6:45pm - 10:00pm  Social Finale
Sponsored by 24-7 Intouch

Wednesday, October 25

 9:00am - 12:00pm
Phone Ware Call Center Tour
(separate registration required)
9:00am - 1:00pm CPG Community Meeting: Revolutionizing Your Consumer Relations Program, Benchmarking and More!
(separate registration required; $150.00)
7:30am - 5:00pm  Automotive Summit - Day 1
(Open to auto OEMs only; separate registration required)

Thursday, October 26

7:30am - 3:00pm  Automotive Summit - Day 2
(Open to auto OEMs only; separate registration required)

SOCAP's 2017 Annual Conference Cancellation Policy

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $250 per registration will be charged on refunds received on or before September 15, 2017. No cancellations or refunds after September 15, 2017. Substitutions will be gladly accepted at no charge until September 15, 2017. A $175 fee per registration will be charged on any substitutions made after September 15, 2017. Registration transfers to future meetings will not be accepted.
Photography Notice
Be aware that by participating in SOCAP’s Annual Conference, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.