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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.

Breakout Sessions

CUSTOMER CARE CONFERENCE

October 20–23, 2019

Tucson, Arizona

#ReimagineCC

TRACK I

Re-Imagining Intersection of Customer Care and Marketing

Monday, October 21 • 11:00 am–Noon

Strategies for Leveraging Ratings and Reviews to Scale E-commerce

Monday, October 21 • 2:00 pm–3:00 pm

Creating the Business Case for CX and Technology Using VOC

Tuesday, October 22 • 2:00 pm–3:00 pm

Creating and Executing Effective Customer Experience Strategies for Any Business—A Workshop

TRACK III

Re-Imagining the Relationship of Interconnected Businesses

Monday, October 21 • 11:00 am–Noon

How Bayer CH Kicked Up Communications for Improved CX
 

Monday, October 21 • 2:00 pm–3:00 pm

Across the Organization and Beyond: Involving Internal and External Stakeholders to Create an Enhanced End-to-End Customer Experience

Monday, October 21 • 3:15 pm–4:15 pm

Cracking the Code With Your Business Partner

TRACK V

Special Topic

Monday, October 21 • 3:15 pm–4:15 pm

California Consumer Protection Act (CCPA): What You Need to Know

Tuesday, October 22 • 2:00 pm–3:00 pm

CCPA: Where Do We Go From Here? (Roundtable Session)

TRACK II

Strategic Leadership

Monday, October 21 • 11:00 am–Noon

The Science of Storytelling: Winning Commitment Within Your Organization
 

Monday, October 21 • 2:00 pm–3:00 pm

Claiming Your Seat at the Executive Table

Monday, October 21 • 3:15 pm–4:15 pm

Happily Ever After - How to Manage Through Mergers & Acquisitions

Tuesday, October 22 • 2:00 pm–3:00 pm

Customer Voice Data: Building the Bridge Between Customer and Product

TRACK IV

Applied and Emerging Technologies

Monday, October 21 • 11:00 am–Noon

How to Leverage the Gig Economy and Deploy Adult Virtual Learning to Improve the CX
 

Monday, October 21 • 2:00 pm–3:00 pm

Chat Bots and Live Chat: Customer and Brand BFFs

Monday, October 21 • 3:15 pm–4:15 pm

Why AI and Analytics are the Competitive Differentiators for Reputation Management (Reputation Studios)

Tuesday, October 22 • 2:00 pm–3:00 pm

Meet Customers Where They Are: How Vera Bradley Uses Technology to Stay Up to Speed