Note: Agenda subject to change.

Re-Imagine 2019 brings Technology and Strategic Leadership into focus for customer care professionals. As emerging technologies rapidly change both customer expectations and organizational relationships, core leadership skills and vision are needed to implement them effectively. Re-Imagine 2019 aligns these domains and related areas to equip customer care professionals to be change agents.

Tracks:

  • Applied and Emerging Technologies
    Implications of emerging technologies and evolving customer habits and preferences.

    • Data Tool Demonstrations
    • Mastering Omnichannel
    • BI Tools and Dashboards
    • Lessons Learned in AI Business Case Implementations
    • Ratings and Reviews
    • Recall Workshop
    • The Business Case for Gamification
  • Strategic Leadership
    Practices and principles of leadership and organizational culture that position customer care as a key asset in organizational strategy

    • Customer Service Excellence
    • Employee Engagement
    • The Rise of Consumer Anger: Winning the Relationship at Risk
    • The Voice of Influence: Empowering the Team
    • Servant Leadership: Fostering and Developing Talent
    • Wellness in the Workplace
  • Re-Imagining the Relationship of Interconnected Businesses
    Exploring shared roles in the dynamic relationship between brands, business partners, and other stakeholders that collectively create the customer experience.

    • Emerging Capabilities
    • Remote Agents
    • Evolving Business Models with Business Partners
    • Leveraging New Technologies
    • Bots and Agents: Systems-Driven Teamwork
  • Re-Imagining Intersection of Customer Care and Marketing
    Vital collaboration in the common ground of the customer journey.

    • Customer Care as Brand Ambassadors
    • Data Gathering, Reporting, and Storytelling for Shared Insight
    • The ROI on Customer Retention
    • Re-marketing: Multiplying Customer Lifetime Value through Customer Care
    • Personas and Customer Journey Mapping Workshop

Sunday, October 20

1:00pm – 6:00pm
Registration

1:00pm – 6:00pm
VIP Arrival Lounge

1:00pm – 4:00pm
Chapter Leadership Forum

3:00pm – 4:00pm
BPAC Meeting

4:30pm – 6:00pm
First-Timer/New Member Orientation

6:00pm – 7:00pm
Welcome Reception
Sponsored by Teleperformance

Monday, October 21

7:30am – 5:00pm
Registration

8:00am – 9:00am
Breakfast

9:00am – 10:30am
Opening General Session w/Keynote

10:30am – 11:00am
Networking Break in The Exchange

11:00am – 12:00pm
Breakout Sessions

12:00pm – 1:00pm
Networking Lunch & Presentation of Chapter Awards

1:00pm – 2:00pm
Dessert & Networking in The Exchange

1:00pm – 2:30pm
Technology Showcase in The Exchange

2:00pm – 4:00pm
Breakout Sessions 

3:00pm – 4:15pm
Experience Sessions

4:30pm – 6:00pm
Afternoon General Session w/Keynote

6:00pm – 6:30pm
Exhibitor Reception

9:00pm – 10:30pm
SOCAP Night Cap Lounge
Sponsored by Astute

Tuesday, October 22

7:30am – 5:00pm
Registration

8:00am – 9:00am
Breakfast

9:00am – 10:30am
Morning General Session w/Keynote

10:30am – 11:00am
Networking Break in The Exchange

11:00am – 12:30pm
Spotlight Sessions 

12:30pm – 1:30pm
SOCAP Annual Business Meeting Luncheon

1:00pm – 2:30pm
Technology Showcase in The Exchange

1:30pm – 2:30pm
Dessert & Networking in The Exchange

2:00pm – 3:00pm
Breakout Sessions 

3:00pm – 3:30pm
Networking Break in The Exchange

3:30pm – 5:00pm
Closing General Session w/Keynote

5:30pm – 6:30pm
Pre-Finale Happy Hour

7:00pm – 10:00pm
Social Finale
Sponsored by 24-7 Intouch

Wednesday, October 23

8:00am – 1:00pm
CPG Community Meeting (separate registration required)

7:30am – 5:00pm
Automotive Summit – Day 1 (Open to auto OEMs only; separate registration required)
Sponsored by Stericycle, lunch sponsored by Morley

7:00pm – 9:00pm
Auto Summit Dinner
Sponsored by 24/7 Intouch

Thursday, October 24

7:30am – 5:00pm
Automotive Summit – Day 2 (Open to auto OEMs only; separate registration required)

7:00pm – 9:00pm
Auto Summit Dinner