SOCAP International

Spotlight Sessions

Spotlight Session #1: Are You Moving at Speed of Innovation with Millennials? Dive into the Millennial Consumer Mindset and Get Proven Results to Improve Engagement

MillennialMillennials are the catalyst for change and are rapidly shifting the needle on how products and services need to be marketed and sold today. Millennials are the most important demographic for Entrepreneurs and Businesses of all sizes to understand and build relations with. Why? Because Millennials are the largest generation on the planet and have more spending power than any other generation ($200 billion annually) and by 2020, they will account for 30% of retail sales in the US alone. Millennials aka Digital Natives, needs and preferences are always evolving with developments in technology. But the first trick in garnering their loyalty involves getting their attention and keeping it, which is no small feat considering Millennial consumers aren't as likely as Gen-Xers and Boomers to respond to traditional advertising or marketing tactics.

No wonder the internet and main stream media is fascinated by this age group and working hard to figure out what makes us opt-in. I know what you’re probably thinking, “how on earth can my business cut through the clutter and capture the attention of this multi-tasking hyper-connected group of people who have the attention span of a goldfish?”

In this dynamic presentation, we will debunk millennial misconceptions, dive deeper into the Millennial consumer mindset, discuss the hottest marketing trends for 2018, zero in on what to do on social media, explain how to use influencer marketing, and reveal how to build a loyal and engaged online community that will eventually start working for you! Everyone from the Solo Entrepreneur, Small Business Owner, CEO, and Intern can benefit from the insight, tips, and tools from this presentation, it is simply not one to miss! 
Speaker: Chelsea Krost, Millennial Marketing/Brand Strategist
Chelsea KrostChelsea Krost has had a passion for empowering Millennials since she was just 16. Today, Chelsea is one of America’s leading Millennial influencers, Millennial marketing and brand strategists, a sought-after keynote speaker, media personality, and the #MillennialTalk chat host. Her passion for empowering the Millennial generation has shaped her brand. Chelsea’s influence reaches everywhere, shaping marketing strategies of not only small businesses but Fortune 500 corporations.

Spotlight Session #2: Innovation and the Future of Customer Care

McKinseyWould a time traveler from a 1990s call center recognize a call center of 2017?  He or she would likely feel right at home.  While some aspects of customer care have certainly changed from the days when not everyone had a cell phone and no one had a smartphone, much more has stayed the same.  The typical customer care operation today handles most contacts via voice with a smaller number via chat or email, not much different than in the 1990s.  The last 25 years have brought about incremental change and improvement in care, but much of what we see today is not radically different from what it looked like more than two decades ago.  That is about to change…and quickly.  Innovations now in development will make the call center of 2022 very different from what we see today.  Some organizations are already exploring the boundaries of this new world, with many more to follow.  The future holds some exciting innovations that will become routine:  analytics that foster the creation of personalized service; automation that eliminates large portions of today’s work; artificial intelligence that can respond to complex needs and do it virtually error free.

Based on proprietary research and cutting edge development, we will take you through to the Future of Customer Care.  We will show what will care look like five years from now and how you can prepare your organization for the coming transformation.


Brandy Smith, McKinsey & Company
Brandy SmithBrandy Smith is the leader of McKinsey & Company’s digital platforms center of excellence.  She has built a team of certified software architects, agile masters and customer care technology experts.  She has worked with clients to implement robotic process automation, customer experience digitization and artificial intelligence capabilities.  Prior to joining McKinsey, Brandy spent 14 years at Oracle where she ran operations for North America.

Eric BuesingEric Buesing is a Partner in McKinsey & Company's Service Operations practice with specific expertise in contact center operations. He has led large scale transformations across customer journeys, natural language IVR self-service, front-line revenue growth (service-to-solutions), and cost capture. Eric serves clients across industries including Cable/Telecom, Banking, Industrial Supply, Medical Tech, and Public Sector Healthcare.

Josh WolffJosh Wolff is a partner in McKinsey & Company’s Marketing & Sales practice. He serves financial services, media, and telecommunications clients across a variety of marketing and sales topics. He is an expert in leading transformations in sales and service-to-sales in call centers and field sales in both B2C and B2B and specializes in using marketing insights to build capabilities and drive transformational change on the front line.

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.