Agenda

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! 

 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. 

SPONSOR: SAFETY CALL

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.

SPONSOR: CH CONSULTING GROUP

  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 

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. 

Sponsor: Floatbot

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.

SPONSOR: Operative 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. 

SPONSOR:  VXI Global Solutions 

 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. 

SPONSOR:  Emerson Group 

 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. 

SPONSOR: Faye Business Systems

8:00 - 8:30AM 

Continental Breakfast

 8:30AM - Noon

Summit Sessions

Noon - 1PM 

Networking Lunch

• Increased regulatory scrutiny around new technologies with Jennifer Timian, owner of JTT Safety Compliance Specialty and Former Chief of the Recall Management Division at the U.S. Department of Transportation 
• The Ins & Outs of Electric Vehicle Charging Infrastructure with Dr. Abdellah Cheraoui, founding member of Volta Inc. & Chargepoint Inc. 
• Driving the Future: The Impact of AI on Automotive Customer Care featuring Stellantis and Michelin 

8:00 - 8:30AM 

Continental Breakfast

 8:30AM - Noon

Summit Sessions

Noon - 1PM 

Networking Lunch
 

• Call center of the future series with a specific focus on AI 
• Topic-specific benchmarking study 
•  Threads 101: A summary of the Emerging Channel 
• Panel discussion with multiple brands including Campbell's sharing their strategies and tactics to improve training

8:00 - 8:30AM 

Continental Breakfast

 8:30AM - Noon

Summit Sessions

Noon - 1PM 

Networking Lunch

• Crushing Complexity: The Evolving Business of Healthcare
• The RX for PX: How Optimized Contact Centers Drive Patient Experience
• Roundtable Discussion on Call Center Opportunities within the Healthcare Industry