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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

AGENDA

October 20–23, 2019

Tucson, Arizona

#ReimagineCC

Note: Agenda subject to change.

SUNDAY, OCTOBER 20

8:00 am–10:00 am

Guided Hike (optional special event)

Meet at concierge desk in hotel main lobby.

8:00 am

Golf Outing (separate registration required)

Breakfast included at 8:00 am. Times to be assigned.

Meet at golf club.

Noon–6:00 pm

Registration

Noon–6:00 pm

VIP Arrival Lounge

Tucson Ballroom Salons AB

1:30 pm–4:00 pm

Chapter Leadership Forum

Arizona Ballroom Salons 10–12

4:30 pm–6:00 pm

First-Timer/New Member Orientation

Arizona Ballroom Salons 3–5

Sponsored by Knoah Solutions

6:00 pm–7:00 pm

Welcome Reception

Aria Terrace

Sponsored by Teleperformance

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MONDAY, OCTOBER 21

7:30 am–5:00 pm

Registration

8:00 am–9:00 am

Breakfast

Tucson Ballroom Salons E–J

9:00 am–10:30 am

Opening General Session With Keynote Presentation

Future Proof Your Business and Your Brand

Keynote Speaker: Bruce Turkel, International Marketing Expert

Tucson Ballroom Salons E–J

10:30 am–11:00 am

Networking Break in The Exchange

Arizona Ballroom Salons 6 & 7

11:00 am–12:00 pm

Breakout Sessions:

Track I

Strategies for Leveraging Ratings and Reviews to Scale E-commerce

Track II

The Science of Storytelling: Winning Commitment Within Your Organization

Track III

How Bayer Consumer Health Kicked Up Communications for Improved Consumer Experience

Track IV

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

Noon–1:00 pm

Networking Lunch & Presentation of Chapter Awards

Tucson Ballroom Salons E–J

1:00 pm–2:00 pm

Dessert & Networking in The Exchange

Arizona Ballroom Salons 6 & 7

1:00 pm–2:00 pm

Relaxation Break

Arizona Ballroom Salons 6 & 7
With Avcomm Solutions and Stafford Communications

1:00 pm–2:00 pm

Exhibitor Showcase in The Exchange

Arizona Ballroom Salons 6 & 7

2:00 pm–3:00 pm

Breakout Sessions:

Track I

Creating the Business Case for CX and Technology Using VOC

Track II

Claiming Your Seat at the Executive Table

Track III

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

Track IV

Chat Bots and Live Chat: Customer and Brand BFFs

3:15 pm–4:15 pm

Breakout Sessions:

Track II

Happily Ever After—How to Manage Through Mergers & Acquisitions

Track III

Cracking the Code With Your Business Partner

Track IV

Why AI and Analytics Are the Competitive Differentiators for Reputation Management

Track V

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

4:30 pm–6:00 pm

Afternoon General Session With Keynote Presentation

How to think like a Futurist

Keynote Speaker: Sheryl Connelly, Global Consumer Trends Expert and Futurist at Ford Motor Company

Tucson Ballroom Salons E–J

6:00 pm–6:45 pm

Exhibitor Reception

Arizona Ballroom Salons 6 & 7

9:00 pm–10:30 pm

SOCAP Night Cap Lounge

San Luis

Sponsored by Astute

TUESDAY, OCTOBER 22

7:30 am–3:30 pm

Registration

8:00 am–9:00 am

Breakfast

Tucson Ballroom Salons E–J

9:00 am–10:30 am

Morning General Session With Keynote Presentation

Keynote Speaker: Todd Johnson, Chief Merchandise Officer, Bed Bath & Beyond

Tucson Ballroom Salons E–J

10:30 am–11:00 am

Networking Break in The Exchange

Arizona Ballroom Salons 6 & 7

11:00 am–12:30 pm

Spotlight Sessions:

12:30 pm–1:30 pm

SOCAP Annual Business Meeting Luncheon

Tucson Ballroom Salons E–J

Sponsored by ServiceNow

1:30 pm–2:00 pm

Exhibitor Showcase in The Exchange

Arizona Ballroom Salons 6 & 7

1:30 pm–2:00 pm

Dessert and Networking in The Exchange

Arizona Ballroom Salons 6 & 7

2:00 pm–3:00 pm

Breakout Sessions:

3:00 pm–3:15 pm

Exhibitor Showcase in The Exchange

Arizona Ballroom Salons 6 & 7

3:00 pm–3:30 pm

Networking Break in The Exchange

Arizona Ballroom Salons 6 & 7

3:30 pm–5:00 pm

Closing Keynote Session

Exponential Success Through the Third Door: How to Think Different, Transform Your Business, and Achieve Your Most Important Goals

Keynote Speaker: Alex Banayan, Nationally Bestselling Author

Tucson Ballroom Salons E–J

6:00 pm–7:00 pm

Pre-Finale Happy Hour

Starr Circle
Sponsored by Arise

7:00 pm–10:00 pm

Social Finale (Included With Registration)

Aria Terrace

Sponsored by 24–7 Intouch

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WEDNESDAY, OCTOBER 23

9:00 am–1:00 pm

CPG Community Meeting (separate registration required)

Tucson Ballroom Salons G–I

Lunch sponsored by ContactUs Communications and RQA, Inc.

7:30 am–4:00 pm

Automotive Summit—Day 1 (Open to auto OEMs only; separate registration required)

Arizona Ballroom Salons 4 & 5

Sponsored by Stericycle

9:00 am–1:00 pm

 Lunch 

Arizona Ballroom Salons 8 & 9

Lunch sponsored by Morley

5:00 pm–6:00 pm

Cocktail Reception

Arizona Ballroom Salons 8 & 9

Sponsored by Alta Resources

6:00 pm–8:00 pm

Auto Summit Dinner

San Luis

Sponsored by Stericycle

8:00 pm–9:00 pm

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

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THURSDAY, OCTOBER 24

7:30 am–5:00 pm

Automotive Summit—Day 2 (Open to auto OEMs only; separate registration required)

Arizona Ballroom Salons 4 & 5

Sponsored by Stericycle

Noon–1:00 pm

Automotive Summit Lunch

Arizona Ballroom Salons 8 & 9

Sponsored by The National Center for Dispute Settlement

5:00 pm–6:00 pm

Cocktail Reception

Meecha Lawn

Sponsored by Alta Resources

6:00 pm–8:00 pm

Auto Summit Dinner

San Luis

Sponsored by 24/7 Intouch

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