SOCAP International


SOCAP International Podcasts

Latest Podcast

Check out the latest podcast as SOCAP CEO Marjorie Bynum chats with Dave Knox, author of Predicting the Turn: The High Stakes Game of Business Between StartUps and Blue Chips.


What is Innovation?

Innovation is for everyone. It goes beyond technology and new products. Check out this video to learn about innovation in customer care.

For more on innovation, join hundreds of customer care professionals at Re-imagine: SOCAP's 2018 Customer Care Conference, October 21-24 in Salt Lake City, UT to explore how the customer care function must adapt to meet the growing future needs of customers.

Moving at the Speed of Innovation

SOCAP International’s Moving at the Speed of Innovation Podcast Series is a special series designed to address the different issues, perspectives and strategies on how innovation is shaping the customer care industry. Hear from subject matter experts and industry leaders as they discuss game-changing ideas, technologies and solutions that are advancing the customer care industry and challenging companies to stay ahead of the innovation curve.

  • Episode 1 - Beyond Technology: Discover the Innovation Toolbox
    Featured Speaker: Scott Klososky, Future Point of View
    Do you have what it takes to design an innovative technology strategy to stay ahead of the curve in today’s fast-paced consumer market? Tune in to hear more from Scott Klososky, Founder of Future Point of View (FPOV) and keynote speaker at SOCAP’s 2017 Moving at the Speed of Innovation Annual Conference as he shares his thoughts on “digital maturity” as well as how organizations can adopt a culture of innovation and use technology to advance company goals.
  • Episode 2 - How to Tap into the Power of Innovation
    Featured Speaker: Tamara Kleinberg, LaunchStreet
    What is your “Innovator Archetype?” Listen to our latest podcast to learn more about this theory from Tamara Kleinberg, Founder of LaunchStreet and keynote speaker at the upcoming Moving at the Speed of Innovation: SOCAP's 2017 Annual Conference. Learn more about the inspiration behind Tamara launching her own company dedicated to helping businesses ignite innovation as well as her thoughts on the innovation potential of today’s customer care industry.
  • Episode 3 – Transformational Technology in Customer Care Delivery
    Featured Speaker: Josh Wilke, Director of Marketing, Wilke Global
    Is the customer care industry ready to embrace the artificial intelligence (AI) revolution? With up-and-coming technologies including chatbots and mobile messaging, learn about the ripple effects it has on the delivery of customer care. Hear from Josh on embracing change in the mobile revolution now and whether or not we are prepared for the artificial intelligence revolution. Learn more in-depth in our technology panels at Moving at the Speed of Innovation: SOCAP’s 2017 Annual Conference.
  • Episode 4 Innovation: The Great Divide
    Featured Speaker: Johnny Russo, Associate Vice President of Digital Marketing and Ecommerce, Mark’s
    How do you drive innovation in your team? Listen to Johnny’s perspective on what innovation means and how he builds trust and empowers his team to take ownership to drive disruptive thinking. Learn more in-person from Johnny as he keynotes at Moving at the Speed of Innovation: SOCAP’s 2017 Annual Conference.
  • Episode 5 – Conscious Capitalism: When Company Culture Drives Innovation
    Featured Speaker: Nathan Bobay, Customer Solutions Manager, Delta Faucet Company
    What is Conscious Capitalism? What traits in a company’s culture allow innovation to thrive? Tune in to this podcast to hear the answers and learn more from Nathan at Moving at the Speed of Innovation: SOCAP’s 2017 Annual Conference.
  • Episode 6 – Digital Assistants
    Featured Speaker: Scott Klososky, Future Point of View
    With the rise of intelligent digital assistants, what are the implications in customer care? Tune in to hear Scott Klososky of Future Point of View re-imagine the future of customer care with these up-and-coming artificial intelligence systems.
  • Episode 7 – Predicting the Turn
    Featured Speaker: Dave Knox
    SOCAP CEO Marjorie Bynum chats with Dave Knox, author of Predicting the Turn: The High Stakes Game of Business Between StartUps and Blue Chips. Dave is also a keynote speaker at SOCAP’s Re-Imagine Conference in October. Learn more about the key insights in Dave’s book that also speak to important role of customer care.



"In The Know"

SOCAP International’s “In The Know” Podcast Series offers insights and perspectives on customer care from a range of industry experts. Catch up on interviews with brand executives, authors, researchers and more.

  • Episode 1 - Welcome to "In The Know"
  • Episode 2 - Kiersti Bird, WhiteWave Foods: Data Reporting in the Digital Age
    How is data reporting changing in the digital age? Tune in to hear Kiersti Bird, Consumer Connections Manager at WhiteWave Foods, describe some of these changes and learn more about using your data to tell the right story to achieve organizational impact. 
  • Episode 3 - Jason Rosser, JackThreads: Effectively Using NPS
    How can you make NPS an effective system and not just a score? Learn from Jason Rosser, Head of Customer Experience Operations at JackThreads, on how using NPS can help your company monitor customer trends, unlock growth patterns and transform the overall customer experience.
    *Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc. 
  • Episode 4 - John Gibney, Jarden Consumer Solutions: Rewiring the Digital Customer Experience
    Hear how John Gibney, Senior Operations Manager of the Consumer Services Team at Jarden Consumer Solutions, keeps customers at the center of the experience while “Rewiring the Digital Customer Experience.”
  • Episode 5 - Candace Bertotti, VitalSmarts: Crucial Accountability
    Join us as we chat with Candace Bertotti, Speaker, Educator and VitalSmarts Trainer, about the importance of Crucial Conversations in the workplace and the invaluable education about to take place at SOCAP’s upcoming Executive Summit – April 25 -26 in Chicago.
  • Episode 6 – Shep Hyken, Shepard Presentations: Customer Service Excellence
    Learn more about Shep’s interesting professional background, the importance of acquiring a customer-centric approach in your company and how Shep intends to help attendees at our upcoming 2017 Symposium enhance their customer service skills.

  • Episode 7 - David Burkus, Oral Roberts University: Evolution of High Performing Teams
    Leadership plays such an important role in managing effective teams. Listen in to hear more about this from Best-Selling Author and SOCAP’s 2017 Symposium Keynote David Burkus and learn more about the importance and evolution of high performing teams in today’s workplace.

  • Episode 8 - S. Max Brown, Consultant, Coach and Trainer: Leadership Vertigo
    Take a listen to our interview with Max Brown, Executive Coach, Trainer, Author and Keynote Speaker at SOCAP’s 2018 Professional Development Forum, on leadership and culture. Learn what Leadership Vertigo is and what the biggest misconceptions are about being a leader.