Associated Bank recently hosted the Society of Consumer Affairs Professionals (SOCAP) Wisconsin’s Premier Event, “The Future of Customer Care: Emerging Trends and Technologies,” at Lambeau Field in Green Bay, focusing on how technology is changing the customer experience.
SOCAP is an organization of customer relationship experts committed to promoting customer care as a competitive advantage in business. Through SOCAP, professionals from all industries have access to educational tools, resources and a network of experts.
“We gain so much from networking and collaborating with our peers as we all work to be prepared for delivering great service in a rapidly changing world,” said event organizer Wendy Kumm, Wisconsin SOCAP Board of Directors – President Elect and Associated’s Customer Care Operations Manager.
As host of the event, Associated was well-represented by colleagues from IT, Default Services, Bank Hotline, Corporate Communications, the Service Excellence Team and Customer Care.
The keynote speaker George Demou, president of Minneapolis-based Avtex, addressed “The Changing Face of Customer Service.” He noted that technology is driving the demand for a more interactive and integrated service experience. Other presentations detailed the role of newer technologies on customer engagement, including mobile apps, texting and Short Message Service (SMS), Quick Response (QR) codes, and innovative Interactive Voice Response (IVR) technology.
“The speakers focused on the importance of serving customers in the way they want to be served and this means anytime, anywhere, any method,” said Kumm.
Associated’s Lorraine Avery, Director of Customer Service, serves as Director on the SOCAP International Board of Directors and Chair of All Chapter Relations. Jennifer Fox, Associated’s Customer Care Manager, serves as Wisconsin SOCAP Board of Directors – Treasurer.
“This professional organization has helped in providing recognition for our company and colleagues,” she said. “We are truly sitting at the table where decisions are made in helping to shape the Customer Care/Customer Experience landscape.”
To learn more about SOCAP, visit SOCAP.org.
Pictured: Lorraine Avery (fourth from left) and a panel of experts discuss future trends in customer care.