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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.



October 20–23, 2019

Tucson, Arizona



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

Following the CX2019 Columbus Summit, this session will be a next step in determining how to assess your current training program and transition to a successful virtual learning program. We will walk through a client case study and share best practices on options to build an effective remote agent workforce and strong learning partnerships.


  1. Reinforce why virtual learning is mission critical to the future of your customer service programs.

  2. Walk through a training curriculum framework and case study to help you identify areas of your practice that need transformation to support a remote workforce.

  3. Identify the anticipated challenges and benefits that virtual learning presents and how to measure success.


  • Elaina Biffle, Sr. Project Manager of Learning Delivery, Arise Virtual Solutions
    Elaina Biffle is a senior learning design project manager who works with customer support executives and management to optimize business performance by leading and implementing hybrid training programs focused on virtual solutions. Elaina has led and supported successful training initiatives at Fortune 100 companies and within the higher education realm, in addition to consulting with small and mid-sized businesses looking to virtualize their learning experience. Elaina is a certified project management professional (PMP) and holds a master's degree in adult education from Grand Valley State University. Outside of the virtual classroom, her passions include volunteering for Pelotonia and teaching Pilates.


  • Sara Bahl, Manager of CS Training and Delivery, Dick's Sporting Goods
    Sara Bahl has worked in the Customer Service Industry for over 13 years. She is the Manager of Customer Service Training & Delivery for Dick’s Sporting Goods, the largest omni-channel full-line sporting goods retailer in the U.S. 

    As part of Customer Service Training at DICK’S, Sara has worked hard to drive an elevated service experience by building new hire training curriculum specific to Customer Service. Sara is one of 15 DSG Champions in the organization that developed and deployed the company’s Service Standards and is a leader in driving a culture that inspires athletes to achieve their personal best. She resides in Pittsburgh, Pennsylvania with her two children, Jakob and Sydney. She enjoys working out and taking summer vacation in Hilton Head Island.  

Monday, October 21 • 2:00 pm–3:00 pm

Chat Bots and Live Chat: Customer and Brand BFFs

Chat Bots and Contact Center agents are not mutuall exclusive concepts; they can and should co- exist together. When combined in the right environment, Brands and consumers benefit. Benefits include: greater service availability, greater probability and response and resolution, placement of consumer problems in the right channel at the right time. This panel will include Brand thought leaders that are currently utilizing Chat Bot/Live agent hybrid strategies as well as Brands that are on the cusp of employing the same, to share case studies and learnings with the audience on how to plan for contextual responses to a myriad of consumer problems.


  1. Live agents and Chat Bots can and should co-exist in a customer care strategy.

  2. There are certain contexts that are appropriate for Chat Bots. There are certain contexts that are appropriate for Live agents. There are scenarios where the consumer can and should elect, there are others where the option does not have to be given to the consumer.

  3. Learning and perspectives from Brands that are in a more beginning stage of planning use/implementation of Bots and what their concerns are in terms of technology, customer experience, metrics, and overall impact.


  • Lisa Diehl, Manager, Consumer Advocacy, Blue Diamond Growers
    Lisa Diehl heads consumer advocacy for Blue Diamond Growers in Sacramento, California. She oversees all aspects of the North America Retail Consumer Advocacy Division. Lisa currently manages four consumer-facing agent teams; an in-house team in Sacramento, California; and three outsourced teams (located in Bogota, Colombia; Rothesay, New Brunswick, Canada; and New Providence, New Jersey).

    Within Blue Diamond, Lisa is also a member of Blue Diamond’s Corporate Communications Council, along with being a lead member of Blue Diamond’s Crises Management Team.

    Lisa has over 35 years of experience in consumer affairs and has held a variety of managerial positions. Originally from Chicago, Lisa relocated to California in 2016 to join the Blue Diamond Team. Lisa became a member of SOCAP in 2010. She is presently serving on the SOCAP National Board of Directors and SOCAP’s Executive Committee and is the current SOCAP board chair. In addition, Lisa serves as a board member and advisor for the NW Regional Chapter.

  • Chris Drury, Customer Care Manager, Blount Fine Foods
    Chris Drury is Customer Care Manager at Blount Fine Foods. Chris joined Blount in 2013 and has been relentless in growing and elevating Customer Care and the consumer’s voice into the company. Born from a love of food, Blount is the largest refrigerated soup producer in the country and the name behind CPG brands such as Panera-at-Home and Legal Sea Foods as well as most grocery store private label and hot-to-go soups. In addition to the CPG/retail business, Blount provides refrigerated and frozen soups, sides and sauces to local, regional and national chain restaurants. Chris has nearly 20 years of experience in marketing, business process improvement, and customer service. He has been instrumental in building highly collaboratively relationships with the Customer Care teams and Contact Centers at Blount’s CPG brand, private label and retail grocery partners. Chris drives alignment of people, process and technology to consistently deliver consumer and customer experiences that delight and surprise.


  • Neal Topf, President, Callzilla
    Neal Topf is the President and Co-Founder of Callzilla, the quality-focused contact center headquartered in the Miami, Florida area. Neal cares deeply about the customer experience and finding ways for his clients to maximize resolution of customer problems and customer satisfaction. Neal is originally from Washington, DC where he became a life long and forever-suffering Washington Redskins football fan. He graduated from the prestigious HEC Paris MBA program in Paris, France and from Ithaca College in Ithaca, New York. 

Monday, October 21 • 3:15 pm–4:15 pm

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

Join Reputation Studio, Lamb Weston, and Alta Resources as they discuss the financial impact of R&R on brands and how leveraging AI and analytics creates a huge competitive advantage.

Reputation Studio Summary:
Research shows that 70% of customers leaving negative reviews hope to receive a response, while just 38% receive one. Manual processes and siloed data across various review channels have made it difficult for brands to keep up with the heavy review volume—and it is only getting worse. In fact, review volume has tripled in the past year, and 44% of enterprise brands do not currently use technology to help manage their massive inflow of customer reviews. Attendees will learn how brands like Lamb Weston and BPOs like Alta Resources have employed automated solutions and advanced analytics into their review management process, and it has been game changing! They are now cutting response times in half and are able to easily track KPIs to ensure customers are not only being heard but are receiving a timely response. Since they have doubled their agent productivity and tripled reply output, they have been able to expand their management of 4 and 5-star reviews.


  1. The financial impacts of poor reputation management.

  2. How to best approach your reputation management goals.

  3. Ways you can leverage AI and advanced analytics to boost ratings and



  • Christian Gennerman, Vice President of Customer Success, Reputation Studio
    Christian Gennerman is the vice president of customer success at Reputation Studio. He has been working directly with Reputation Studio’s global customers, including JnJ, GSK, Hormel, Mars, and Reckitt Benckiser in sales, planning, onboarding, success, and expansion.

    Christian has worked in the ecommerce space for over 20 years, starting as the first employee/co-owner of Backcountry.com in 1998 and defining its customer service strategy. Backcountry.com was acquired in 2007 for $200 million. He has also worked with retailers and brands to define their multi-channel initiatives and specifically their Amazon and eCommerce strategies. This background enables him to understand the impact each channel brings to a company and the importance of allowing your customers to choose how and where they interact with you.  


  • Amy Bouthilet, Vice President of the Care Service Line, Alta Resources
    Amy Bouthilet is the vice president of the Care Service Line for Alta Resources, a leading provider of customer-related business process outsourcing for top brands in a variety of industries, including automotive, consumer-packaged goods, health insurance, and entertainment. With 15 years of consumer care experience, Amy has a proven track record of increasing employee engagement and consumer satisfaction scores while serving in a variety of roles, including trainer, team leader, quality assurance manager, program director, and group operations director. Whether in a corporate support role or in direct management of a consumer care team, Amy has a personal passion to deliver results.

  • Candice Nooy, Manager, Customer and Consumer Affairs team, Lamb Weston
    Candice Nooy has managed the Customer and Consumer Affairs team at Lamb Weston for three years, ever since the company divested from ConAgra Foods. Lamb Weston is the #1 frozen potato supplier in the United States, with an annual revenue of $4 billion. The company produces all your favorite restaurant fries as well as some rising stars in the retail world. Candice has built the program out at Lamb Weston from the ground up, partnering with its contact center to develop robust procedures and workflows to incorporate both B2C and B2B operations, keeping the customer as the focus. Her recent concentration has been in streamlining some of the outlying channels of communication while working with internal stakeholders to set expectations within a common space. Over the last year, Candice has been working with a key Lamb Weston team across sales, marketing, IT, and customer service within customer experience. She has recently been nominated for the SOCAP Board of Directors and is excited to be part of such a tremendous group of consumer affairs leaders. Before her work with Lamb Weston and customer service, Candice was pursuing her master’s degree in marine biology, taking on abundant travels and scuba diving adventures. She now lives in the high desert of the Pacific Northwest in the middle of all the potato action with her husband and two young daughters.

Tuesday, October 22 • 2:00 pm–3:00 pm

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

Very Bradley works to stay up to speed with their customers by meeting them where they are.  Additions of chat, SMS conversion to chat from the IVR, and a new bot on their website’s customer service page support ease of interaction, and Vera Bradley continues to review new platforms such as visual IVR to ensure that they are meeting customer needs. Hear how Vera Bradley Customer Care partners with the marketing and web teams and learn about their ongoing efforts, successes, and lessons learned along the way.


  • Jennifer Holzhauser, Manager, Customer Service, Vera Bradley
    Jennifer Holzhauser is currently the Manager of Customer Service for Vera Bradley. In each of her roles within the Customer Service sphere (Limited Brands, Astute Solutions and Vera Bradley) she has embraced service, process, and operations. Her professional experience includes Outside Sales, Customer Service Supervision, Process Management, Account Management and Customer Service Management. She has a passion for the customer experience, specifically ensuring that behind the scenes processes come together to seamlessly support a positive and consistent customer journey.