SOCAP International


(Subject to Change)

Summit Objectives:
  • 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 

Wrap Up

  • 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 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.