Reimagining Customer Care at SOCAP 2019

SOCAP re-Imagine, October 20th-23rd 2019, was held at the J.W. Marriott Starr Pass Resort in Tucson, Arizona. The re-Imagine Customer Care Conference was filled with thought leadership and collaboration by Customer Care Professionals and Executives from Global Brands around the world.

The event opened on Sunday with the annual golf tournament and hiking experience. Danny Shaw and Justin Williams from our team participated in the golf tournament. The course was challenging and filled with beautiful desert scenery. After the tournament our team set up the booth for eager attendees. During the welcoming reception we had time to meet with friends and make new acquaintances. Being a three-time sponsor, Reputation Studio was already creating a buzz in several conversations.

Bruce Turkel took the stage on Monday morning to relay best practices in turning a customer experience team from a cost driver to a revenue accelerator. After the keynote The Exchange (exhibit hall) opened up and a flood of customer care executives took over the space. Our booth location was great as we were right next to our Partners, Alta Resources. We loved meeting new attendees and were excited about how many were curious to learn more about Reputation Studio. After a few hours it was time for lunch where our COO, Danny Shaw, won a SOCAP Star Award for his contribution to the community. Congratulations Danny!! 

Soon after lunch ended it was time for Christian Gennerman VP of Customer Success to lead a panel discussion, Why AI and Analytics Are the Competitive Differentiators for Reputation Management. The room was packed, standing room only as Christian, Amy Bouthilet (Alta Resources), and Candice Nooy (Lamb Weston) discussed their experiences managing reviews from all perspectives. The audience was engaged in the discussion as Christian fielded several questions for Amy and Candice.

Sheryl Connelly closed the conference for the day with a thought provoking talk on the future of customer expectations and what to expect from consumer behavior in the next 25 years. The day ended with dinner at El Charro, America’s oldest functioning Mexican restaurant. Table side guacamole and house cured Carne Seca were delicious house specials we strongly recommend.

Tuesday opened with Todd Johnson, Chief Merchandise Officer at Bed Bath & Beyond. Todd shared the Bed Bath & Beyond growth story and how customer service played a vital role in their expansion. Todd genuinely explained some of the challenges they faced as they grew and how they overcame the challenges to be where they are today. The rest of the day flew by as we had great conversations. Tuesday ended with the Ranch themed Social Finale delicious Southwest BBQ, western attire, and even a mechanical bull!

We always have a great time with our fellow SOCAPers and hope that you can join us at the Customer Care Summit in Indianapolis, Indiana April 26th-29th 2020!