2 - 6PM
NOON - 5PM
6:15AM - 2:00PM | Golf Outing at Innisbrook Golf Resort
8:00 - 11:30AM | Clear Kayak Tour
10:30AM - 1:45PM | Topgolf Tampa
2 - 3PM | Pickleball
3 - 5PM
Join fellow CX professionals as we address the challenges and relevant issues for women in today's post-pandemic workplace.
5 - 6PM
If you've never been to a SOCAP Symposium, join us here for a warm welcome.
6 - 7PM
Wear your favorite sports team jersey for this fun casual event!
7 - 9AM
10:00 - 10:30AM
11:30AM - Noon
10AM - 6PM
10AM - 4PM
7:30 - 8:30AM | Regional Community Breakfasts
Network with fellow SOCAP members from your neck of the woods: West, Northeast, Southeast and Central. MORE INFO
8:45 - 9:00AM | Greeting, Welcome and Overview
With Jon Cox, SOCAP Board Chair and Senior Consumer Affairs Manager, Wellness Pet Company
9:00 - 9:55AM | Keynote: Your Human Experience Legacy: Delivering Technology-Aided and Human- Powered Solutions that Drive Loyalty & Referrals
with Joseph Michelli, CEO, The Michelli Experience
Sponsor: Premier Response
10:30 - 11:25AM | Fireside Chat: A Rare Opportunity to Learn from the C-Suite with Jane Miller, Former President & Chief Operating Officer, Gallup
Noon - 12:45PM | Networking Lunch
12:30 - 1:20PM | Annual Association Meeting and Elections
1:20 - 1:30PM | Breakout Previews
1:30 - 2:00PM | Break with Dessert in Exhibit Hall - Sponsored by livepro
2:00 - 2:55PM | Spotlight: J.D. Power, The Future of the Contact Center
with Mark Miller, Practice Leader, Customer Service Advisory J.D. Power
In this session, we will explore how the top drivers of CX have changed as customer expectations have changed and identify what your operational priorities should be to drive better CX and better financial outcomes.
Ryan Seaverson, Director of Quality and Compliance, Safety Call International
An overview of the newly enacted Modernization of Cosmetics Regulation Act of 2022 (MoCRA) with a specific focus on the requirement to monitor and document all consumer allegations of adverse health effects and reporting of Serious adverse events to FDA. The session will provide attendees an understanding of the new adverse event requirements and how they will impact the entire cosmetic industry.
Christa Heibel, CEO and Founder
CH Consulting Group
Many contact center leaders overlook three important aspects of Key Performance Indicators that can result in missed opportunities for improvement, poor customer satisfaction and failure to quickly adapt to changes. In this interactive session, we will explore these mysteries and delve into the crux of identifying, analyzing, and implementing the right KPIs to drive organizational success.
Helen Horsham-Bertels, Principal
Bago Consulting LLC
People bring an organization's strategy to fruition. The role of a leader is to create an environment in which everyone feels valued, included and that they can develop and contribute to the best of their ability. In this session we discuss your role of a Leader and Steward of the organization’s people, work and culture, and the actions you can take to build and sustain inclusion
4:00 - 4:55PM | Enhancing Contact Center Communications Using Behavioral Science
with closing speaker Suzanne Kirkendall, CEO, North America, BVA Nudge Consulting
In an increasingly competitive environment with ever-higher expectations, new tools must be employed to provide the best customer care possible. Behavioral science, the collection of fields that help us understand and influence human behavior, is being deployed by the top organizations. Learn how to quickly integrate this into your call center operations, with real case studies to illustrate.
5:00 - 5:30PM | SOCAP Gives Back, Jr Chefs of America
5:30 - 6:30PM | Exhibitor Reception
7 - 9AM
10AM - 2:30PM
10AM - 4PM
6:15 - 7:00AM | Morning Yoga with Christa
7:30 - 8:30AM | Industry Community Breakfasts
Network with fellow SOCAP members from your specific industry: CPG, Retail, Healthcare and Auto. MORE INFO
8:30 - 8:45AM | Morning Greeting and Breakout Previews
8:45 - 9:50AM | Keynote: 5 Tough Talks and How to Execute Them Successfully
with Nicole Bianchi, International Speaker, Author & Award-Winning Entrepreneur
Ken Dupont, VP-Strategic Partnerships & Relationships, Floatbot
The life of a good agent can be hard. It's also hard to hire good agents. Floatbot will show you real-world examples of the use of Generative AI to automate Calls and Chats with Self-Service bots and help agents improve their outcomes with Agent Assist. The result in a consumer affairs contact center is better customer experience, lower costs and better agents.
Peter Iansek, CEO and Co-Founder, Operative Intelligence
Heather Cooper, Director of Consumer Services, Newell Brands
Heather and Peter previously presented at the Retail Summit when they first started working together. Now, 18 months down the road, they want to share their learnings to help the SOCAP community learn about a real-world application of how AI is empowering a global support team to improve customer experiences at scale through actionable intelligence.
Lucia Albero, Senior Community Manager,
HS Ad North America
Lauren Kinderewski, CX Advisory Leader,
VXI Global Solutions
When done well, social media has the power to create a better customer experience, increase a brand’s likeability, and drive advocacy through meaningful engagements. Most companies are aware of the importance of social media but lack the maturity needed to unlock true value and ROI. Learn how to assess your organization’s social media maturity and build a strategic roadmap for long-term success.
Noon - 12:45PM | Networking Lunch
12:45 - 1:15PM | Announcing SOCAP's Customer Service Certification Program
1:15 - 1:30PM | Breakout Previews
1:30 - 2:00PM | Networking Break in Exhibit Hall - Sponsored by PolyAI
2:00 - 2:55PM | McKinsey: From Speech to Insights - The Value of the Human Voice with Vinay Gupta, Senior Expert, McKinsey & Company and Josh Wolff, Partner in McKinsey & Company Marketing & Sales Practice
Many leaders fail to truly harness the power of speech and text data and leave up to 20-30% value on table. This happens due to poor transcription accuracy, no prioritization of use cases, and the inability to get call drivers at a granular level. These challenges can be solved by building in-house analytical capabilities, getting a granular call driver view, and using "test and run" agile way
Anna Marie Lavenia, General Manager Consumer Care, Emerson
Angela Bragg, Sr. Director, Customer Experience
Ascena Retail (Ann Taylor, LOFT & Lane Bryant)
Retailers need to be engaged in handling fraud and consumer privacy, new technology/systems, all while also getting new ideas of what to benchmark against. Please join the Retail Community and share your knowledge and experience on these topics, and explore potential solutions to the challenges our industry is facing. We will also discuss how brands and retail can work together. Results from the 2023 Fall Retail Benchmarking will also be shared.
Leslie O'Flahaven, Principal, E-WRITE LLC
It’s not “either.” It’s “both.” Your contact center should be using both human CSRs and AI writing tools like ChatGPT to compose emails, KB articles, and social media responses. Let’s be honest. Some CSRs are poor or unwilling writers. And ChatGPT can’t empathize authentically, and sometimes it gives bad info. You need both humans and AI to write well and efficiently to customers.
Panel with Campbell's Ellen Passero, Faye, and Zendesk sharing insight on how Ellen went against the grain in choosing a customer centric platform and customizing it for the CPG space. How this created new agent experiences, ability to easily scale up new channels for customer contacts, & ability to leverage AI for support. Faye and Zendesk will be there as panel interview & adding tech insights.
4 - 5PM | Closing Keynote: Ignite Your Shift: Embracing the Discomfort of Change with Anne Bonney, Certified Speaking Professional (CSP), Podcaster, and Author
5:00 - 5:30PM Closing Remarks
6:30 - 7:30pm Anniversary Reception
7:30 - 11:00pm | SOCAP 50th Anniversary Dinner, Awards Ceremony and Party featuring Bay Kings Band
8:00 - 8:30AM
Continental Breakfast
8:30AM - Noon
Summit Sessions
Noon - 1PM
Networking Lunch
8:00 - 8:30AM
Continental Breakfast
8:30AM - Noon
Summit Sessions
Noon - 1PM
Networking Lunch
8:00 - 8:30AM
Continental Breakfast
8:30AM - Noon
Summit Sessions
Noon - 1PM
Networking Lunch
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