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SOCAP International

2011 SYMPOSIUM

May 1 - 4 | Las Vegas, Nevada Retail | Travel & Hospitality | Consumer Packaged Goods Healthcare | Financial Services

The All-in-One Meeting Experience Industry-specific discussions, targeted idea sharing on key customer care issues and unparalleled networking with top brands! Featured Keynote Speakers: Terry Jones Founder & Former CEO Travelocity.com, Chairman of Kayak.com, Innovation Expert

Edward Goldberg Senior Vice President, External Affairs, Macy's

Steve Gross Executive Director and Chief Playmaker, Life is Good Kids Foundation

Joan Woodward Executive Vice President, Public Policy, Travelers

Get complete conference details and register at www.socap.org


SOCAP International

2011 SYMPOSIUM May 1 - 4 | The Cosmopolitan of Las Vegas Retail | Travel & Hospitality | Consumer Packaged Goods | Healthcare | Financial Services Join SOCAP International's community of global customer relationship experts for the 2011 Symposium in Las Vegas, Nevada at The Cosmopolitan of Las Vegas! This year's Symposium promises to offer even greater networking and idea sharing! You will have the opportunity to network with industry peers as well as take part in targeted workshops designed to enhance your knowledge of key customer care issues. Additionally, you can choose to attend one of our exciting bonus sessions, which include a tour at Zappos or The Cosmopolitan of Las Vegas and a ticket to see the show LOVE with Cirque du Soleil. Day One offers you the opportunity to engage in industry-specific discussions on customer care with SOCAP's featured Industry Communities. Day Two brings you workshops on targeted topics like Contact Center Operations, Crisis Training and Social Media to expand your knowledge as a customer care professional.

Register online today at www.socap.org

2011 SYMPOSIUM SCHEDULE SUNDAY, May 1

TUESDAY, May 3

1:00-6:00pm

Conference Registration

8:00am-5:00pm

2:00-3:30pm

Chapter Leadership Forum

8:00-9:00am

Continental Breakfast

4:00-5:00pm

First Timer/New Member Welcome

9:00-10:30am

Morning General Session

5:00-6:00pm

Welcome Reception

MONDAY, May 2 7:30am-5:00pm

Conference Registration

7:30-8:30am

Continental Breakfast

8:30-9:45am

Opening General Session

Keynote: Joan K. Woodward, Executive Vice President of Public Policy, Travelers

10:30-11:00am

Networking Break

11:00am-12:00pm

Key Issues Workshops

12:15-1:15pm

Networking Luncheon

1:00-1:45pm

Networking & Dessert in Exhibit Hall

1:45-3:30pm

Key Issues Workshops (continued)

Keynote: Terry Jones, Founder and Former CEO, Travelocity.com; Chairman, Kayak.com

9:45-10:45am

Exhibit Hall Opens/Networking Time

11:00am-12:30pm

Industry Breakout Sessions • Retail • Travel & Hospitality • Consumer Packaged Goods (F&B/Household Personal Care) • Healthcare • Financial Services (NEW)

12:45-1:45pm

Industry Networking Luncheon

1:15-2:00pm

Networking & Dessert in Exhibit Hall

2:00-3:30pm

Industry Breakout Sessions (continued) • Retail • Travel & Hospitality • Consumer Packaged Goods (F&B/Household Personal Care) • Healthcare • Financial Services (NEW)

3:30-4:00pm

Networking Break

4:00-5:15pm

Afternoon General Session Keynote: Edward Jay Goldberg, Senior Vice President of External Affairs, Macy's

5:15-6:15pm

Exhibitor Reception

Conference Registration

• Social Media Strategy: Building a Framework and Taking It to the Next Level • Surviving A Crisis • Staying in the Know: Policy and Regulatory Issues Impacting Customer Care • Leading Your Contact Center Through Best-in-Class Practices

• Social Media Strategy: Building a Framework and Taking It to the Next Level • Surviving A Crisis • Staying in the Know: Policy and Regulatory Issues Impacting Customer Care • Leading Your Contact Center Through Best-in-Class Practices

3:30-4:00pm

Networking Break

4:00-5:15pm

Closing General Session Keynote: Steve Gross, Executive Director and Chief Playmaker, Life is Good Kids Foundation

6:30-9:30pm

Social Finale

WEDNESDAY, May 4 9:00-11:30am

Tour at Zappos Headquarters OR Tour at The Cosmopolitan of Las Vegas (separate registration required)

Follow the 2011 Symposium on Twitter Hashtag #SYMP11


Day One

Each industry session will be offered as two 90-minute sessions on Day One (a morning and afternoon session). INDUSTRY SESSIONS Consumer Packaged Goods (Food & Beverage/Household Personal Care) • PART I: Food Safety Modernization Act: Is Your Team Ready?

Presenters: Melanie Neumann, Vice President of Crisis Management and General Counsel, RQA, Inc.; Lynn Reilly, Director, Consumer Relations, Pinnacle Foods Group

The Food Safety Modernization Act has passed. Is your team ready? Lynn Reilly of Pinnacle Foods Group LLC and Melanie Neumann, Esq. of RQA, Inc. and Neumann Law Office, Ltd. will provide insight into how your team can best prepare for this historical Act to become a reality. • PART II: Best Practices in Quality Monitoring

Presenters: Neal Eggers, VP, J.Lodge; Cindy Fritton, Manager, Consumer Affairs, ConAgra Foods; Sue Holden, Consumer Insights Manager, Seventh Generation; Brian Sheehan, Manager, Customer Experience, Telerx; Jack Sullivan, Manager, Operations & Training, Unilever

How does your company do quality monitoring? Are you doing enough monitoring? How does your company stack up against other Consumer Packaged Goods (CPG) companies on quality monitoring? Join other CPG companies (Food & Beverage and Household Personal Care) for an in-depth panel discussion on the best approaches and techniques for quality monitoring. Financial Services (NEW!) Using Social Media to Innovate the Customer Banking Experience

Presenters: Frank Eliason, SVP, Social Media, Citibank; Sal Tripi, Senior Director of Operations & Privacy Compliance, Publishers Clearing House; Anthony DiResta, Partner, Winston & Strawn LLP

Hear from top experts from the financial sector on how banks and other institutions are leveraging social media to innovate the customer experience. Gain new ideas on what innovation looks like within the financial services world and some leading-edge technologies that are helping to expand the ways consumers engage with their banks. Healthcare (includes Pharmaceuticals & Medical Devices) How to Be Compliant and Maximize Efficiency in a Regulated Environment

Presenter: Cheryl Duwve, Vice President, Customer Support, Roche Diagnostics

This session will feature a discussion from Roche Diagnostics on how healthcare companies can maximize efficiency and leverage resources in a regulated environment. Retail Achieving Effective Self-Service Rates & Global Outsourcing Presenters: Andrea Meester, Assistant Vice President, North American Membership Group; Karen Vaughn, Vice President, Call Center Management, Guthy Renker

Learn how one retail organization made tremendous strides to increase its self-service rates. Also, hear from major brands like Expedia on global outsourcing. Travel & Hospitality The Changing Landscape of Online Engagement and the Impact on the Travel & Hospitality Industry

Terry Jones, Founder of Travelocity and Chairman of Kayak.com will be a featured guest at this session.

Join your peers from leading brands in SOCAP's Travel and Hospitality Industry Community during the 2011 Symposium for a stimulating, open and intimate conversation on the changing landscape of the internet and its impact on the travel and hospitality business. The discussion will focus on the opportunities and challenges facing the industry as companies expand their outreach and increasingly engage with consumers through online channels using social media.

Day Two

Participants will be asked to select one workshop to attend for the entire day. KEY ISSUE WORKSHOPS: Social Media Strategy: Building a Framework and Taking It to the Next Level Moderator: Frank Eliason, Senior Vice President, Social Media, Citi Presenters: Ed Billmaier, Senior Director, Relationship & Interactive Marketing, Scotts Miracle Gro; Lisa Larson, Director of Customer Service, drugstore.com; Amber Naslund, VP of Social Strategy, Radian6; Bob Lichi, Strategic Accounts Manager, Astute Solutions

Social media is more than just a trendy phrase. It takes hard work and sound planning to develop and implement an effective social media strategy that engages consumers, integrates with existing contact channels and keeps them coming back. In the morning session of this workshop, you will learn the basics for creating a social media strategy including the benefits of planning and why a strategy is critically important. The afternoon session will address how you can take your social media strategy to the next level and will include case studies and best practices from different industry brands. Learn how these brands implemented their social media strategy and also conduct listening, monitoring and other functions. Leading Your Contact Center Through Best-in-Class Practices

Presenters: Michael Boudreau, Manager-Workforce & Information Management, Eli Lilly & Co.; Sherri Bruen, Manager, Guest Recovery and Training, Darden Restaurants; Jeff Fettes, COO, 24-7 INtouch; Mike Neeson, Senior Contact Services Manager, Andersen Windows; Steve Seidl, Managing Director, Alta Resources; Marie Shubin, Director Consumer Relations, E&J Gallo Winery; Rita Wood, President/Managing Consultant, Network Direct

In this interactive session designed for new and emerging leaders in the contact center environment, you will get an refreshed look at the foundations and fundamentals of contact center management. This workshop is the first of a series of workshops on this topic and participants will learn about the latest practices and strategies on forecasting, staffing, call monitoring as well as rewarding and recognizing your team members. With the hands-on assistance of seasoned professionals, participants will create their own learning aids and walk away poised for success in their contact centers! Surviving a Crisis

Session Facilitator: Jonathan Bernstein, Bernstein Crisis Management, Inc.

When a product or service crisis strikes your company, does your customer care team know how to respond promptly and appropriately? What role does customer care play with the rest of your company's leadership team? How do you communicate internally and externally, online and offline? How can you minimize or even avoid lasting damage through effective crisis team response? In this highly interactive workshop, you will be thrown into various simulations of actual crisis scenarios. Through role playing and hands-on collaboration, you will learn the basic precepts of crisis response and leave the workshop ready to tackle the next product or service crisis at your company! Staying in the Know: Policy and Regulatory Issues Impacting Customer Care

Presenters: Ryan Seaverson, Regulatory Specialist, SafetyCall; Anthony DiResta, Partner, Winston & Strawn LLP; Melanie Neumann, VP & General Counsel, RQA

Are you familiar with the major federal policy regulations that impact the customer care profession? Do you know how consumer-related guidelines and rules from agencies like The Food & Drug Administration (FDA) and the Consumer Product Safety Commission (CPSC) affect your company and dictate the ways you must engage with consumers? In this workshop, you will hear from experts discussing a host of policy issues with major implications for the customer care function.

Participating Companies Andersen Windows, Inc. Bacardi USA, Inc. Banner Pharmacaps BISSELL Homecare,Inc. Butterball, LLC Campbell Soup Company Citi Coca-Cola Colgate-Palmolive Company Comerica Bank ConAgra Foods Consumer Reports Crayola, LLC Dairy Farmers of America, Inc. Darden Restaurants, Inc. Desjardins Dr. Pepper Snapple Group Eli Lilly & Company General Mills, Inc. GlaxoSmithKline Guthy-Renker Corporation Hyatt Hotels & Resorts Johnsonville Sausage, LLC. Kayak.com Kellogg Company Kimberly-Clark Corporation King's Hawaiian Bakery Kraft Foods, Inc. Levi Strauss & Co. L'Oreal Macy's Mars Petcare Netflix Omaha Steaks Pinnacle Foods Group LLC Procter & Gamble Reckitt Benckiser Inc. Red Wing Shoes Roche Diagnostics Seventh Generation The Clorox Company The Dial Corporation The Hershey Company Toyota Travelers Unilever WhiteWave Foods Zappos

…And many more!

Hashtag #SYMP11

Register online today at www.socap.org


Current Sponsors

Current Exhibitors 360CRM AFFINA Alta Resources Astute Solutions Avcomm Soltuions, Inc. Avtex Solutions Clarabridge CPU2

CSG Interactive Messaging Hardmetrics Network Direct Premier Response a division of American Customer Care Radian6 RightNow Technologies RQA, Inc.

Solix CMR Stafford Communications Symplicity Corporation Telerx TMS Health Wilke Thornton

Wait! Don’t Miss These Bonus Sessions: LOVE from Cirque du Soleil (Sunday, May 1 @7:00pm) Limited Quantities Available

Start your 2011 Symposium experience by seeing the famous Cirque du Soleil show LOVE exclusively at The Mirage (located minutes from The Cosmopolitan of Las Vegas).

Zappos Tour (Wednesday, May 4 - 9:00 -11:00am) - Limited Seats Available

Join SOCAP for a complete, behind-the-scenes tour of Zappos at the company’s headquarters in Las Vegas. On the tour, you will learn about the inner workings and the unique culture of this famous brand, gain insights into the company’s history, core values and activities and get to know the dedicated and lively members of the Zappos Family up close and personal!

The Cosmopolitan of Las Vegas Tour (Wednesday, May 4 - 9:00 -11:30am)

Get an inside look into the culture, activities and guest experience at The Cosmopolitan of Las Vegas. In addition to a tour, participants will hear from key executives about the behind-the-scenes activities at The Cosmopolitan of Las Vegas such as the creation of the hotel’s culture and design, hiring and managing the best talent and engaging guests with social media.

Register for these events at www.socap.org. Registration to full Symposium is required.

Hotel Reservations The 2011 Symposium will be held at the Cosmopolitan Las Vegas in Las Vegas, Nevada. Las Vegas is as unique in design as in its approach to service. The 2,295 thoughtfully appointed residential-style rooms offer views that command attention, details that deserve a second look, and large living spaces with private terraces that overlook every inch of the world-famous Las Vegas Strip and beyond. To make your hotel reservations, please call the The Cosmopolitan of Las Vegas at 1-702-698-7100. Be sure to mention the SOCAP 2011 Symposium when making your reservations. The room rate is $159 per night for single and double rooms. The hotel reservation cutoff date is April 1, 2011.

Cancellations/Substitutions Refunds for cancellations must be made in writing (via email or fax) to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before April 8, 2011. No refunds after April 8, 2011. Substitutions will be gladly accepted at no charge until April 15, 2011. A $150 fee will be charged on any substitutions made between April 15 and April 25, 2011. No substitutions after April 25, 2011. Registration transfers to future meetings will not be accepted.

Get complete conference details and register online at www.socap.org. For questions, please call the SOCAP National office at 703.519.3700 for assistance. SOCAP International | 675 North Washington Street, Suite 200 | Alexandria, Virginia 22314 | Tel: (703) 519-3700 | Fax: (703) 549-4886

| www.socap.org


SOCAP 2011 Symposium Brochure