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2012 Symposium: Sub-Banner

2011 Annual Conference: Schedule

View the complete 2012 Symposium schedule below, or quickly jump to a day:

Sunday, April 22
Monday, April 23
Tuesday, April 24
Wednesday, April 25

Sunday, April 22
11:45am - 1:00pm	Inner Harbor Boat Cruise and Networking Excursion (Optional excursion, includes box lunch)
1:00 - 6:00pm	Conference Registration
2:30 - 4:00pm	Chapter Leadership Forum
4:30 - 5:30pm	First-Timer/New Member Welcome
5:30 - 6:30pm	Welcome Reception Sponsored by Stericycle ExpertRECALL

Monday, April 23
7:30am - 5:00pm	Conference Registration
7:30 - 8:30am	Continental Breakfast Sponsored by SPi Global
8:30 - 9:45am	Opening General Session Keynote: Douglas Stephens Retail and Consumer Futurist and Founder, Retail Prophet
9:45 - 10:30am	Business Partner Showcase
9:45 - 10:30am	Exhibit Hall Open Networking Break in Exhibit Hall
10:45am - 12:00pm	Trend Sessions Leading the Consumer Experience: Path to the Consumer Affairs Department of 2015 John Goodman, TARP Worldwide Bringing Back the Personalization of Service Richard Shapiro, The Center For Client Retention
12:15pm - 1:15pm	Networking Luncheon Sponsored by HGS
1:00 - 2:00pm	Business Partner Showcase
2:00 - 3:30pm	Industry Sessions Consumer Packaged Goods (CPG) *How to Handle a Regulatory Audit* Hospitality, Travel & Tourism How to Set a High Bar for Agent Utilization While Avoiding the Pitfalls of Burnout and Attirition Retail & Direct Sales How Trends in Technology and Consumer Demographics are Changing the Nature of Retail, with Douglas Stephens Healthcare
3:30 - 4:15pm	Business Partner Showcase
3:30 - 4:15pm	Networking Break in Exhibit Hall Sponsored by Telerx
4:15 - 5:30pm	Afternoon General Session Keynote: James Kane Renowned Loyalty Expert and Author
5:30 - 6:15pm	Business Partner Showcase
5:30 - 6:30pm	Exhibitor Reception Sponsored by Unilever

Tuesday, April 24
7:30am - 5:00pm	Conference Registration
7:30 - 8:30am	Continental Breakfast Sponsored by Genesys
8:15 - 9:15am	Business Partner Showcase
9:15 - 10:15am	Morning General Session Keynote: Marc Speichert Chief Marketing Officer, L'Oréal USA
10:15 - 10:45am	Exhibit Hall Opens Networking Break in Exhibit Hall
10:45am - 12:45pm	Skills-Based Workshops (repeats in the afternoon) Hospitality, Travel & Tourism Industry Session: Managing Customer Expectations CPG Industry Session: *Mitigating Risk Using Social Media* How to Measure the Quality of Customer Service E-Mail Leslie O'Flahavan, Principal, EWRITE Social Media As A Contact Center Channel: Are You Really Ready? The ROI of Mobile Customer Care Executive Session The Evolution and Future of the Customer Care Function
1:00pm - 2:00pm	Networking Lunch Sponsored by Salesforce.com
1:15 - 2:00pm	Dessert and Networking in Exhibit Hall (Exhibit Hall Closes at 2:00pm)
2:15 - 4:15pm	Skills-Based Workshops (repeated from the morning) How to Measure the Quality of Customer Service E-Mail Leslie O'Flahavan, Principle, EWRITE Social Media As A Contact Center Channel: Are You Really Ready? The ROI of Mobile Customer Care Executive Session Objects in the Mirror are Closer Than They Appear: How to Manage the Legislative and Regulatory Issues that Impact the Customer Relationship Profession
4:30 - 5:30pm	Closing General Session Keynote: Reggie Love Former Special Assistant and Personal Aide to The President of the United States
6:00 - 9:00pm	Social Finale Entertainment Sponsored by 24-7 Intouch

Wednesday, April 25
TBD	Post-Conference Workshops

2012 Symposium: Cancellation Policy

Cancellation Policy:

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 March 23, 2012. No refunds after March 23, 2012. Substitutions will be gladly accepted at no charge until April 6, 2012. A $150 fee will be charged on any substitutions made between April 6 and April 13, 2012. No substitutions after April 13, 2012. Registration transfers to future meetings will not be accepted.

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