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Day One Wednesday 20th August 2008
13h30: Registration, Refreshments and Networking.
 14h00: Opening Remarks
Anne Sayers Chairman SOCAP South Africa
 14h05: Official welcome to SOCAP South Africa Conference 2008 Doug Hardie
Executive General Manager Client Services Nedbank
 14h10 Terri Brown Strategic Director and Co-Owner
Actuate “Building a Service Culture” Engaging our employees to build a service culture within our companies.
 14h55 Collin Smith Consultant and Presenter TomorrowToday.biz “Mind the Gap” Understanding why we don’t understand different generations – those people older and younger than ourselves.
15h35: Afternoon Refreshments and Networking.
 15h50: Rod McKinley Consultant Consumer Goods Council “The importance of service excellence within the supply chain.” Understanding the importance of consumer care excellence within the total supply chain and helping the Customer Service Professional understand their role in the larger context of the total supply chain.
16h30: Close of SOCAP Conference 2008 Day One Anne Sayers Chairman SOCAP South Africa
 SOCAP Gala Dinner with Chantell Ilbury “The World and South Africa in the 2010s, Including China’s influence in South Africa.” Venue: Nedbank - Head Office, Executive Dining Room Suite, 135 Rivonia Road, Johannesburg Date: 20th August 2008 Time: 19h00 for 19h30 Dress Code: Smart Casual Chantell Ilbury is one of South Africa's leading strategists and facilitators, working both locally and internationally. She specialises in guiding companies and other organisations through their strategic conversations on the future, and she believes passionately in the power of scenario thinking to unlock the best ideas on strategy. Chantell and Clem Sunter have co-authored three best-selling books, The Mind of a Fox, Games Foxes Play and Socrates & the Fox.
Day Two
Thursday 21st August 2008
08h00: Refreshments upon arrival
08h30: Opening Remarks Anne Sayers Chairman
SOCAP South Africa
 08h45 Adv Gerda Ferreira
Head: Group Forensic Services
Nedbank Limited "Banking fraud and the consumer."
 09h30 Heidi Brauer Deputy Chief Executive Officer Ipsos Markinor "Research trends in customer service."
10h15: Morning Refreshments and Networking.
 10h45 Cheryl Mulder Managing Executive of Customer Insight Vodacom "A holistic approach to Customer Relationship Management"
 11h30 Adv Neville Melville Dispute Resolution Consultant and Trainer Former Ombudsman for Banking Services Online Ombudsman “The Consumer Protection Bill.” The end of business as we know it. The bill will bring in sweeping changes, including the imposition of strict liability for damages caused by defective products and the right to cancel a booking or contract. It will affect virtually everyone.
12h15: Lunch and Networking Session.
 13h15: Maugauta Mphahlele Board Member National Consumer Tribunal "The Consumer Tribunal in relation to the Consumer Bill and NCA.”
 14h00 Louise Marsland
Editor Biz-Community.com "Partnering with Business-to-business Media:" - To reach all stakeholders
- To build knowledge
- To create loyal communities
14h45: Closing remarks and close of the SOCAP Conference 2008. Anne Sayers Chairman SOCAP South Africa
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