(Subject to Change)
- Provide perspectives from outside the auto industry regarding developments, practices, and tools that take the customer care practice to a higher level.
- Share best practices and benchmarking metrics in the customer care space.
- Discuss emerging threats, challenges, and opportunities and how we might deal with them in the interest of our customers.
- Identify emerging customer requirements and channels.
Wednesday, October 25
|7:45am - 8:30am ||Welcome and Continental Breakfast |
|8:30am - 9:30am ||Enhanced Productivity and Efficiency in Contact Center Operations |
Gabrielle Bagnasco, FCA
|9:30am - 12:30pm ||Lemon Law and Dispute Resolution Sharing |
Facilitated by Jason Welch, Hyundai
(includes 15 minute break)
|12:30pm - 1:30pm ||Lunch |
Sponsored by IPSOS Automotive USA: Using Science to Uncover the Art in Contact Centers - Andy Bedsworth, Senior Vice President, IPSOS
|1:30pm - 2:30pm ||Quality Assurance Process |
Dawn Dameron, VW
|2:30pm - 3:30pm ||Post New-Hire Training |
Laura Ahn, American Honda
|3:30pm - 3:45pm ||Break |
|3:45pm - 5:00pm ||Goodwill - Types and Authority - Group Sharing |
Paul King, Kia
|5:00pm - 5:30pm ||Keeping Reacquisitions from Taking a Toll |
Wayne Mitchell, Director Automotive Solutions, Stericycle ExpertSOLUTIONS
|7:00pm ||Dinner and Post-Dinner Reception |
Sponsored by Stericycle ExpertSOLUTIONS
Thursday, October 26
|7:45am - 8:30am ||Continental Breakfast |
|8:30am - 10:30am ||Best Practice Showcase - Each OEM shares on best practice |
|10:30am - 10:45am ||Break |
|10:45am - 12:00pm ||Luxury Best Practices and Application to Mainstream Brands |
Rich Hart, BMW
|12:00pm - 1:00pm ||Lunch |
Sponsored by Insite Managed Solutions : Future Technology in Customer Care
Chris Rozum, Founder and Chief Executive Officer and Jenine Kent
|1:00pm - 2:00pm || |
- Lessons Learned
- Ideas for 2018 Summit
- 2018-2020 Co-Chair
|2:30pm - 4:30pm ||Optional Session: Dispute Resolution Extension |
SOCAP's 2017 Automotive Summit Cancellation Policy
Refunds for cancellations must be made in writing (via email to firstname.lastname@example.org) 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.
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.