8AM-Noon
LOWER LEVEL 1,2,9,10
9AM-1PM
FED EX FAMILY HOUSE [SHUTTLE]
Pre-Register Only
Noon - 4:30PM
LOWER LEVEL DESK
Noon - 5:30PM
LOWER LEVEL
5:30 - 7PM
LOWER LEVEL LOBBY
7PM
8AM - Noon
LOWER LEVEL DESK
9AM - 4:30PM
LOWER LEVEL
7:30 - 8:45AM | Exhibitor Showcase | Exhibit Hall (Lower Level)
An exclusive opportunity for brand members to quickly meet exhibitors.
8:00 - 8:45AM | Breakfast | Lower Level Lobby
Network with fellow SOCAP members.
9:00 - 9:15AM | Welcome | Lower Level 3-8
With Dr. Russel Wigginton, President, National Civil Rights Museum
9:15 - 10:00AM | Opening Session | Lower Level 3-8
with Annette Green, Chief People Officer, ALSAC/St. Jude Children’s Research Hospital
10:00 - Noon | FedEx Tour | Shuttle Bus
10:15 - 10:45AM | Coffee Break | Exhibit Hall (Lower Level)
Sponsored By: Morley
Kim Daniels, Director, Crisis and Risk Management, RQA
Room 113
Join this interactive session where we will share insights into elevating Consumer Care team’s recall readiness utilizing SOCAP’s Maturity Matrix and learnings from an array of industry stakeholders. From technological advances to new recovery options – opportunities to enhance and elevate your existing recall framework.
Vicki Brackett , Chief Knowledge Officer, Knowledgely™
Room 114
What does a modern-day knowledge management strategy look like? Where does AI fit? Can knowledge management strategy impact culture? Learn how a best practice knowledge strategy can mitigate risk, drive agent productivity, save labor dollars and reduce new hire training times -all while enhancing the employee and customer experience.
Lower Level 3-8
Grab lunch and network with your SOCAP leadership including the Board of Directors, Regional Leaders, and Executive Director.
Leslie Pagel, Chief Evangelist, Authenticx
Room 113
Many organizations are focused on building human understanding into artificial intelligence (AI). What if we flipped that focus and leverage AI for a more noble purpose - to help humans understand humans?
John Goodman, Vice Chairman, Customer Care Measurement and Consulting
Room 114
The 2023 National Rage Study and 2024 CPG Complaint Studies both show that the complaint iceberg is melting, water is getting hotter and channels shifting. More consumers are complaining and showing rage.
Ray Mohammed and Jesse Greenberg, Laivly
Room 115
Are you wondering how to incorporate AI and Automation into your program effectively? Need help figuring out where to begin or how to create a compelling business case? Join Laivly along with one of America's largest clothing retailers as they share insights on navigating the new landscape of AI technology in CX.
Trey Owings, Senior Account Executive, Parloa
Room 113
Two decades have seen little progress in companies' ability to swiftly resolve customer issues. Our team has mined thousands of data points, and our findings challenge conventional assumptions on the problems we really need to be solving.
Jutta "JT" Schneider, M.A. ,UMRF Ventures
Room 114
UMRF Ventures is a private company owned by the University of Memphis Research Foundation that employs college students to provide customized IT and Customer Care Services. Students will be sharing their experiences in this session.
Shane Jackson, CEO, Knowledge Rhino
Room 115
Discover how to turn numbers and charts into compelling narratives that drive understanding, engagement, and action. Transform your approach to data with the power of storytelling and change the way your organization sees and uses data.
3:00 - 4:30PM | Networking Reception | Exhibit Hall
5:00 - 7:00PM | BBQ at The Rendezvous
8:00 - 10:00AM
LOWER LEVEL DESK
9:00AM - 1:00PM
LOWER LEVEL
7:30 - 8:45AM | Exhibitor Showcase | Exhibit Hall (Lower Level)
An exclusive opportunity for brand members to quickly meet exhibitors.
8:00 - 8:45AM | Breakfast | Lower Level Lobby
Network with fellow SOCAP members.
9:00 - 10:00AM | General Session | Lower Level 3-8
Why Employees Leave and What to Do About It
Dr. Caitlin Porter, Associate Professor, University of Memphis
10:00 - Noon | FedEx Tour | Shuttle Bus
10:15 - 10:45AM | Coffee Break | Exhibit Hall (Lower Level)
Sponsored By: Morley
Christa Heibel, President and Founder, CH Consulting Group
Room 113
As we venture into the realm of contact centers, where AI looms large with its transformative potential, it's crucial to remember that it's success hinges on the strength of existing foundations. This presentation contrasts high expectations of AI with real-world outcomes, highlighting the significance of solid foundations for AI endeavors.
Suzanne Kirkendall, CEO, North America, BVA Nudge Consulting
Room 114
Behavioral science and “nudges” are becoming a critical competitive advantage in creating a great customer experience. In this session, you will learn the basics of Behavioral Science, including real industry case studies. You will then put these frameworks into practice by applying them to concrete and relevant challenges.
Noon - 12:45PM | Networking Lunch | Lower Level 3-8
Network with fellow SOCAP members from your specific industry: CPG, Retail, Healthcare and Auto.
Dr. Alex Pratt, University of Memphis
Room 113
Our research unveils a fascinating connection between a smartphone's battery level and consumer purchasing patterns. Discover why a dwindling battery can lead to a drop in product interest and ad engagement, painting a clear picture of the modern shopper's psyche.
Beth Ziff, EVP, Customer Engagement
ACC Premiere (Premiere Response)
Room 114
Facing the promise and unknowns of AI in the Contact Center we know one thing for sure: we must evolve for success. One way to evolve is to rethink typical contact center roles and reimagine how they might fit into, and help us bring about, a thoughtfully executed AI-enabled future.
Kevin Quigley, Sr. Manager of Customer Service Technology & Solutions, Wiley
Room 115
There's a lot to think about when it comes to evolving customer demands. The shift to digital channels, initially driven by COVID, has continued. Companies realized that fast response times are no longer a differentiator but a must-have.
Dan Monaco, SVP, Everyware®
Room 113
This presentation will explore the transformative shift from traditional call-based support to the innovative use of two-way texting. This approach not only enhances customer satisfaction and loyalty but also redefines the dynamics of customer service by offering a more accessible, efficient, and personalized communication channel.
Dr. Susana Jaramillo, University of Memphis
Room 114
This research delves into the concept of customer profiling in service settings, where individuals are treated differently based on personal characteristics such as race, gender, nationality, etc. The authors conducted two qualitative studies to investigate how profiling, whether experienced or anticipated, leads to a service failure, irrespective of the outcome.
Steve Copeland, Vice President, Bill Gosling
Room 115
How the journey of conversational AI is transforming not only the customer experience but how organizations are managing their business with insights on people, process and technology.
3 - 4PM | Closing Keynote | Lower Level 3-8
Delivering Excellence: The FedEx Approach to Transformative Customer Experience
Neil J. Gibson, Senior Vice President, Global Customer Experience, FedEx Services
4:00 - 4:15PM | Closing Remarks | Lower Level 3-8
Chris Drury, SOCAP Board Chair, Blount Fine Foods
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