Since 1973, SOCAP International has focused on elevating the value of the entire customer care and engagement industry. That’s half a century of setting the agenda for what great customer experience (CX) really looks like.
The SOCAP Spring Symposium is an annual event. It brings together the best voices and ideas in customer care. The event this year takes place from April 20th to May 2nd in Columbus, Ohio.
Everyone involved in planning the future of customer care can come together, making this a great chance to connect. They can explore ideas together and share insights on the latest industry developments. The pandemic has restricted big conferences and events. Despite pandemic-related challenges, the SOCAP Spring Symposiums remain a valuable opportunity to explore new ideas. With recent CX developments, this year’s event is especially unique.
Insights from Keynote Speakers
David Sax is opening the keynote sessions. He will focus on how “the future is analog – how to create a more human world.” This will be contrasted immediately after David’s session with a discussion on how “technology is invading the customer experience channels.”
This has been an area of real focus for the DATAMARK team. It is easy to forget just how recent some of these technologies are. ChatGPT was only released in November 2022 and yet it now has over 100 million users. It took just 5 days to get over a million users registered – compare that to how Netflix had to grow over three and a half years to get a million users.
Moving Beyond Micro-Interactions
Jon Harris will discuss another key area for our team in his keynote entitled “You’re only as good as the relationships you keep.” Customer relationships span such a diverse range of areas, and some of the key outcomes that we all want to influence are customer loyalty and advocacy – people telling their friends and family about your products.
Many companies focus on micro-interactions – measuring the length of a call without thinking about how that customer might interact with a brand over their lifetime. This is how our team prefers to think about the customer experience solutions we design – how does it keep the customer coming back for years, or even decades?
Retailers know all about this approach. If a customer spends $100 in the store and is satisfied with the experience, retailers can bank on future sales. Losing a customer is about much more than losing one sale – it’s like losing a future revenue stream. The industry should consider Customer Lifetime Value (CLV) as a key metric.
Let’s Connect at SOCAP
The team at DATAMARK is looking forward to the SOCAP symposium for all the talks mentioned and more. We will be there, and we would enjoy saying hello. If you are reading this and plan to attend – let’s connect!
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