SOCAP International

While #CX investments soared in 2021 and 2022, global economic and political unrest created a more conservative and focused approach to CX investments in 2023. This industry is in a disruptive state as #IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of failure in these uncertain times, making organizations less agile than in previous years. Trust, ease of use, and reliability are the top three compelling factors for selecting a CX provider. 🌟 FEATURED AT #SOCAPSYMPOSIUM: Alpa Shah, Global VP CX Practice, Frost & Sullivan and a panel of end-user thought leaders will discuss the top trends, investments, and strategies in CX for 2025. Register today ➡️ https://lnkd.in/g-iBFNCh to join us in Newport Beach, CA, September 17-19. Come for the Knowledge, Stay for the Network! #SOCAPPY #SOCAPInternational #CX #CustomerExperience #ContactCenter #CallCenter #KnowledgeAndNetwork

Hilke Schellmann, author of "The Algorithm" is presenting at #SOCAPSymposium September 17-19 in Newport Beach, CA! In her session, Hilke takes us on a journalistic detective story, meeting job applicants and employees who have been subjected to these technologies, playing AI-based video games that companies use for hiring, and investigating algorithms that scan our online activity to construct personality profiles— including if we are prone to self -harm. She convinces whistleblowers to share results of faulty #AI -tools, and tests algorithms that analyze job candidates’ facial expressions and tools that predict from our voices if we are anxious or depressed. Schellmann finds employees whose every keystrokes were tracked and AI that analyzes group discussions or even predicts when someone may leave a company. Her reporting reveals in detail how much employers already know about us and how little we know about the technologies that are used on us. The Algorithm tells an even bigger story with Schellmann discovering faulty algorithms and systemic discrimination of women and people of color, which may have already harmed thousands of job seekers and employees. It advocates to go beyond these tools to more thoughtfully consider how we hire, promote, and treat human beings—with or without AI. As Schellmann emphasizes, we need to decide how we build algorithmic tools in any industry and what protections we need to put in place in an AI-driven world. Register for Fall Symposium today to join Hilke's session and many more. Come for the Knowledge, Stay for the Network! https://lnkd.in/gFPANRyt #SOCAPPY #SOCAPInternational #CX #EX #CustomerExperience #EmployeeExperience #CallCenter #hiring #HR #KnowledgeAndNetwork

#AI is removing the easy work in the #ContactCenter, while agents are left with complex tasks and constantly changing technologies/requirements. Traditional frameworks haven’t kept up. In this case study session, you’ll learn about a modern framework, Find & Follow, for faster knowledge transfer to customer-facing employees, even when procedures are extremely complex and constantly changing. Greg DeVore, CEO and Co-founder, ScreenSteps, is presenting "How to Move Beyond Knowledge Management to Knowledge Operations" at #SOCAPSymposium September 17-19 in Newport Beach, CA.  Greg will present case studies of organizations that have achieved the following: 👉Decreased time to proficiency from 12 months to 60 days 👉Decreased cross-training time from 30 days to 1 day 👉Doubled agent productivity You'll leave the session with: ⭐Tools to evaluate the effectiveness of current knowledge transfer practices. ⭐Ideas you can implement right away to improve results. ⭐New ways to deal with challenges such as hybrid work, Gen Z employees who learn differently, complex procedures, and constant change. Register today for Fall Symposium. Come for the Knowledge, Stay for the Network! https://lnkd.in/gYRhnWDE #SOCAPPY #SOCAPInternational #CX #EX #CustomerExperience #EmployeeExperience #CallCenter #KnowledgeAndNetwork

We're #SOCAPPY to welcome Dr. Natalie Petouhoff, Co-author, "Empathy in Action: How to Deliver Great Customer Experiences at Scale," to #SOCAPSymposium September 17-19 in Newport Beach, CA. In her general session, Dr. Natalie will explore a bold new look at how technology can become a force multiplier to deliver more #empathy and integrate deeper, more personalized human connections into everyday business interactions at scale. While the world has never needed more empathy than today, too often #technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions. That’s because brands have focused on company centric business strategies, processes and technology. However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business? Register for Fall Symposium today to experience "Empathy in Action" and an agenda packed with can't-miss content. Come for the Knowledge, Stay for the Network! https://lnkd.in/gxStXB9m #SOCAPInternational #CX #CustomerExperience #KnowledgeAndNetwork #ConsumerAffairs

It’s not often that people hear the words #MiracleMinded and #management in the same sentence – especially in the business environment. The same is true for words like #spirituality and #science. How do these disciplines possibly go together? 🤔 #SOCAPInternational welcomes John Murphy at Fall Symposium September 17-19 in Newport Beach, CA. John's general session is focused on his award-winning book "Miracle Minded Manager: A Modern-Day Parable about How to Apply A Course in Miracles in Business."  In this intriguing presentation you may discover that you are not who you think you are. You are far more powerful than that. 🙌 And authentic power is not something you are given by another person. It is something you claim for yourself – humbly and graciously. True empowerment is something you have control over, no matter what your situation or role might be. This is not a spiritual theory. It is ancient wisdom now backed by scientific evidence. John will share some fascinating insights, experiments, and tools from some of the greatest scientists in history to reinforce the power you have access to as an “energy” being. If you are ready for a “tune up,” then tune into this presentation. With his creative and engaging story, John gives us a practical and empowering example of how to give and receive miracles daily. Register for Fall Symposium today! https://lnkd.in/gYRhnWDE #SOCAPPY #CX #SOCAPSymposium #ConsumerAffairs

Shout out to our CPG Summit sponsor, ACC Premiere! Learn more about our CPG Summit here: https://lnkd.in/eVFQy4qh See you in Newport Beach! Come for the Knowledge, Stay for the Network. Shannon Buesgens, Ibrahiem Atshan

We're #SOCAPPY to be welcoming Hilke Schellmann at Fall Symposium September 17-19 in Newport Beach, CA! Register today and "Come for the Knowledge, Stay for the Network!" https://lnkd.in/gFPANRyt Christopher Drury, Nathan Bobay, Nicole Nutile, Terri DeMent, Anna Marie La Venia

We're #SOCAPPY to have a great partner in Zendesk, our #SOCAPSymposium Event Sponsor! Zendesk is on a mission to power exceptional service for every person on the planet. A leader in #CustomerExperience they help businesses bring together the best of #AI agents, workflow automation, and human agents for their customers and employees. With Zendesk software and expertise, businesses deliver service that increases customer loyalty and drives revenue at a reduced cost. Learn more at https://lnkd.in/guacsT92 Learn more about Fall Symposium, September 17-19 in Newport Beach, CA: https://lnkd.in/gPZxJSqa #CX #SOCAPInternational #ConsumerAffairs #KnowledgeAndNetwork

👏 A massive thank you to our incredible exhibitors! The Exhibit Hall is SOLD OUT! 🙌 As we gear up for Fall Symposium September 17-19 in Newport Beach, CA, we’re #SOCAPPY to have a dynamic group of exhibitors joining us. They embody our theme of "Being Human," bringing energy and expertise to make #SOCAPSymposium a standout celebration of real connections. From the entire #SOCAPInternational team, thank you for partnering with us.  8x8 ACC Premiere Alta Resources Bill Gosling Outsourcing Callzilla - The Quality-First Contact Center Coast Professional, Inc. Emplifi livepro NexTeam.ai Parloa RQA, Inc. Sedgwick Stafford Communications Group VSA Prospecting Zendesk  #CX #ConsumerAffairs #CustomerExperience #KnowledgeAndNetwork #Networking

Join us at the #SOCAPCPG Summit, exclusively sponsored by ACC Premiere, this fall where you will have the opportunity to learn from seasoned experts and thought leaders who understand the unique challenges and opportunities within the #CPG industry. https://lnkd.in/g9C9TyVX #CX #SOCAPPY #SOCAPInternational #SOCAPSymposium #KnowledgeAndNetwork