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© SOCAP International 2019

625 North Washington Street · Suite 304 · Alexandria, VA · 22314
Telephone: (703) 519–3700 ·
Email: socap@socap.org

©2019 by SOCAP International.

CUSTOMER CARE CONFERENCE

AUTOMOTIVE SUMMIT

October 20–23, 2019

Tucson, Arizona

#ReimagineCC

Dates:

Wednesday, October 23

Thursday, October 24

NEW THIS YEAR!

The Automotive Summit is now 2 days long. Enjoy an extra day of learning and networking.

Sponsored by

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Held immediately after SOCAP’s Re-Imagine Customer Care Conference, the Automotive Summit is open to automotive OEMs only. This year’s Summit will be 2 full days due to the popularity of this event. Key topics to be addressed will include:

 

  • Connected Drive Challenges (How do we support, i.e., Help Desk,
    Escalation Process, what is the best possible experience, etc.)

  • Autonomous Driving (How do we support, i.e., Help Desk, Escalation Process, what is the best possible experience, etc.)

  • Operational Quality Management & Monitoring (Panel Discussion)

  • OEM Strategies & Practices for Structuring the Complaint Resolution System to Resolve Complaints and the Benchmarks to Measure Effectiveness (Panel Discussion)
    Presenter: John Holloran, President, NCDS, LLC

 

Separate registration is required.

SCHEDULE

Wednesday, October 23

7:30 am–5:00 pm

7:30 am–8:30 am

Continental Breakfast and Welcome Remarks

Committee Chair, Rich Hart, BMW

8:30 am–10:30 am

Connected Drive Challenges (How Do We Support, i.e., Help Desk, Escalation Process, etc.)

10:30 am–10:45 am

Break

10:45 am–Noon

Autonomous Driving Features (How Do We Support, i.e., Help Desk, Escalation Process, etc.)

Noon–1:00 pm

Lunch

Sponsored by Morley

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1:00 pm–2:30 pm

Are You Ready for Implementation of the California Consumer Privacy Act (CCPA)?

2:30 pm–3:30 pm

Operational Quality Management and Monitoring

Panel Discussion

3:30 pm–3:45 pm

Break

Reflection of Discussions

3:45 pm–5:00 pm

Cocktail Reception

Sponsored by Alta Resouces

5:00 pm–6:00 pm

6:00 pm–8:00 pm

Summit Dinner

Sponsored by Stericycle ExpertSOLUTIONS

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Auto Summit Post-Dinner Activity

Learn from a Sommelier how to create your own wine. This class will also include blind tastings, comparative tastings, and vertical vintage tastings of selected varietals and regional wines. Sponsored by HGS.

8:00 pm

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Thursday, October 24

8:30 am–9:30 am

Continental Breakfast

8:30 am–10:30 am

Roundtable Discussions

Partner With an OEM and Pick a Topic

10:30 am–10:45 am

Break

10:45 am–Noon

OEM Strategies and Practices for Structuring the Complaint Resolution System to Resolve Complaints and the Benchmarks to Measure Effectiveness

Presenter John Holloran, President, NCDS, LLC

Noon–1:00 pm

Lunch

Sponsored by the National Center for Dispute Settlement

1:00 pm–2:00 pm

Operational Quality Management and Monitoring

Discussion Continuation

2:00 pm–3:30 pm

Autonomous Driving

Discussion Continuation

3:30 pm–3:45 pm

Break

Lessons Learned, Ideas for 2020 Summit

3:45 pm–5:00 pm

Cocktail Reception

Sponsored by Alta Resources

5:00 pm–6:00 pm

6:00 pm

Summit Dinner

Sponsored by 24–7 Intouch

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