The SOCAP Great Lakes Chapter proudly presents: Customer Service Best Practices Summit at the Domino's World Resource Center!
You do not want to miss this chapter event. This interactive learning opportunity will feature best practices, networking and the opportunity to win prizes in a raffle!
WHEN
Thursday, October 2
9:00am - 4:00pm
WHERE
Domino’s World Resource Center
30 Frank Lloyd Wright Drive – Lobby F
Ann Arbor, MI 48106
COST
Members: $35, Non-Members: $40
Register Now - Limited Seating!
Agenda Details and Topics
9:00am - 9:30am - Registration
9:30am - 9:45am - Welcome
Terri Haffey
**9:45am - 10:15am**
**Customer Service Recognition**
Take the time to recognize your best Customer Service employees at our summit! Have a candidate? Let us know at the following email address by Monday, September 29th: GLCSOCAP@gmail.com.
10:15am - 11:15am - Domino’s Customer Experience
Terri Haffey (Customer Care Manager), Domino’s Pizza LLC
BIO: Terri has served multiple roles in her 20+ years with Domino’s, working in franchise contract compliance, franchise operations support, and for the past 11 years has served in her Manager role for the Customer Care Team. At present, Terri is responsible for the daily operations of the Customer Care contact center located at the Domino’s World Resource Center, which handles customer contacts via email, phone and social media channels. Haffey has a B.B.A. from William Tyndale College, and is acting VP of Membership for the SOCAP Great Lakes Chapter.
11:15am - 12:00pm - Millennial Best Practices
Tim Nichols (Chief Strategy Office), Wilke Global – Event Sponsor
BIO: Tim previously was the CRM Solutions Architect for Eastman Kodak's Global Customer Service operation, as well as the designer of a number of consumer and commercial products ranging from phone apps and photography, to CAD and control systems. He is an avid writer, a patented inventor, and a hopeless tech geek. Tim also previously served as Vice Chairman of the Board of Directors for SOCAP International.
12:00pm - 12:30pm - Lunch
12:30pm - 1:15pm - Networking
1:15pm - 2:00pm - Ipsos/GM
Amy Charles (Senior Vice President), Ipsos Reid Loyalty
BIO: Amy has been with Ipsos in their Toronto, Canada office since 2001. She specializes in customer loyalty, employee engagement and motivation-based segmentation. A native of the United States, Amy began her market research career in the U.S. and has been in the research industry since 1989. Amy is versed in both quantitative and qualitative methodologies, and has a depth of experience managing and developing complex research programs. Amy been focusing her attention in the area of customer experience, loyalty and employee engagement to help organizations understand the customer journey, how to build loyalty and the actions needed to enhance the service value chain.
2:00pm - 2:45pm - DTE
Suzanne Thornton (Call Center Operations Director), DTE Energy
BIO: Suzanne is responsible for the customer experience of the 6 million customers that call DTE annually. Her career has always focused around human relations and customers with experience in Customer Service, Marketing and Collections. She was Director of the Call Center and Field Service Operations at MichCon prior to joining DTE Energy in 2002. At DTE Energy she has led efforts to significantly increase functionality and customer usage of the external customer service website dteenergy.com.
2:45pm - 3:15pm - Cell Phone Laws/ Regulations
Ted Bernard (Managing Principal), Invantage Group
BIO: Ted has been with Invantage Group since 2000 and has experience working with acknowledged thought leaders on customer-centric strategies, entrepreneurship, market development, ROI analysis, and technology commercialization. He has led teams building and implementing corporate strategy and business development to help clients optimize marketing initiatives, grow customer lifetime value, and ensure quality delivery. Ted recognized the strategic value of comprehensive quality procedures not only to ensure good governance and regulatory compliance, but also to be used as a critical competitive advantage to help client programs.
3:15pm - 4:00pm - Concentrix (Predictive Analytics driven Proactive CLM)
Atul Gupta (Americas General Manager); Surabhi Handa (Manager Research & Analytics), Concentrix
BIO: Atul joined Concentrix as part of the recent divestiture of IBM's customer experience consulting and process services division which he helped establish and grow at IBM. Atul has over 29 years of experience in sales, solution, implementation, and delivery of integrated business process, technology and advanced analytics solutions. He is highly experienced in leading large, complex, multi-disciplinary CRM process services engagements and designing and delivering business outcomes aligned solutions for clients in several industries.
Surabhi is currently the analytics Leader for Distribution and Industrial sector with over 12 years of experience in Client handling, Project Management, Strategy Development, Business Solutions, and Business Analysis and Modeling. She is highly experienced in applying analytic techniques for Customer Lifecycle Management, Loyalty Analytics, Location analytics, Demand Forecasting and Customer Experience for diverse industries like Automotive, Airline, CPG/Retail, Financial Services (Banking) and Utilities across geographies.