irs program accomplishments · form 990 part iii · fy2022
what they reported doing
Program narrative the organization filed with the IRS. Ordered by program spending.
- #1 primary $0FRONT LINE AGENT BENCHMARK STUDY: THE OBJECTIVE OF THIS RESEARCH IS TO IDENTIFY KEY FACTORS INFLUENCING AGENT SATISFACTION IN AN ONGOING EFFORT TO CREATE WORK PROGRAMS WHICH LEAD TO LONG-TERM EMPLOYEE AND CUSTOMER SATISFACTION, REGARDLESS OF WORKFORCE MODEL. THIS STUDY WAS DESIGNED TO: 1. MEASURE CX AGENT JOB SENTIMENT & SATISFACTION 2. GAUGE THE EFFECTIVENESS OF CURRENT TRAINING PROGRAMS, CONNECTEDNESS, FEEDBACK & WORK MODELS 3. DETERMINE IMPACT OF CORPORATE CULTURE, DIVERSITY & INCLUSION, STRESS AND WFH FATIGUE 4. IDENTIFY LEADING DRIVERSOF JOB SENTIMENT & SATISFACTION WHICH COULD LEAD TO INCREASED RETENTION
- #2 $0PROFESSIONAL DEVELOPMENT WORKSHOPS AND SUMMIT: THE PROFESSIONAL DEVELOPMENT WORKSHOPS AND SUMMITS PROVIDES MEMBERS WITH HANDS-ON TRAINING AND LEARNING FOCUSED ON CONSUMER SATISFACTION. THIS INCLUDES DATA REPORTING, CRISIS MANAGEMENT AND QUALITY MONTIORING WORKSHOPS, AS WELL AS TRAININGS THAT FOCUS ON TECHNOLOGY, DEI (DIVERSITY, EQUITY, INCLUSION), E-WRITING AND ROUND TABLE DISCUSSIONS RELEVANT TO INDUSTRY TOPICS. THESE HYBRID EVENTS ARE HELD PERIODICALLY THROUGHOUT THE YEAR.
named programs · 3 · from sources
what they call their work
Benchmarking Studies
Conducts studies to help organizations measure and improve their customer service performance.
Educational Events
Hosts various events, including workshops and webinars, to provide ongoing education for customer care professionals.
Networking Opportunities
Facilitates networking among members through regional and industry-specific communities.
activities · 2 clusters
what they do
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Professional Development & Networking for CX and Self-Insurance Professionals 5 activities
- Conducting Educational Events and Benchmarking StudiesConducts educational events and benchmarking studies to support customer experience professionals across various industries, including webinars and summits, to help members monitor industry trends and improve their practices.
- Conducting Educational Events and WebinarsConducts educational events, summits, and webinars for customer experience professionals to support their development, monitor industry trends, and learn about topics such as AI transformation, budgeting for CX initiatives, and digital customer experience.
- Conducting Educational Events and WebinarsConducts educational events, summits, and webinars for customer experience professionals on topics such as choosing CX initiatives, AI's impact on BPOs, and the state of digital customer experience, to support their professional development and help them monitor industry trends.
- Facilitating Professional Networking and CollaborationConnects customer experience (CX) professionals with peers and solution providers to share insights, expertise, and facilitate collaboration through virtual and in-person educational and networking events, including regional meetings and industry-specific groups.
- Facilitating Professional Networking and CollaborationConnects customer experience (CX) professionals with peers and solution providers to share insights, expertise, and foster collaboration through virtual and in-person educational and networking events, including regional meetings and industry-specific groups.
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Uncategorized 5 activities
- Conducting Educational Events and Benchmarking StudiesConducts educational events, such as summits and webinars, and benchmarking studies to support customer experience professionals across industries, covering topics like CX initiatives, AI transformation, and digital customer experience trends.
- Publishing Industry News and AnalysisPublishes news and blog posts on topics relevant to customer experience, including regulatory actions like FTC lawsuits and strategies for building trust and loyalty with AI personalization.
- Publishing Industry News and AnalysisPublishes news and blog posts related to customer experience, including legal actions against companies for deceptive practices and strategies for personalization in the age of AI, to inform its community members.
- Publishing Industry News and AnalysisPublishes news and blog posts on topics relevant to customer experience, such as FTC actions against companies and strategies for personalization in the age of AI, to inform and educate its community.
- Publishing Industry News and AnalysisPublishes news and blog posts on topics relevant to customer experience, including regulatory actions and strategies for building trust and loyalty in the age of AI.
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financials · form 990 · fy2022
the money
revenue
Total revenue$1.23M
Contributions & grants$00%
Program service revenue$1.22M99%
Investment income$00%
Other revenue$8K
expenses
Total expenses$1.25M
Program expenses—
Admin / overhead—
Fundraising—
Salaries & benefits$72K
Grants paid out$0
Largest expense lineProfessional Fees
balance sheet
Total assets$15K
Cash$15K
Investments$0
Liabilities$156K
Net assets$-140K
Liquid reserves0.1 mo
3 years on record · 2019–2022 · YoY revenue +146.3%
leadership · form 990 part vii · fy2022
who runs it
paid leadership · 1
| Name | Title | Hours/wk | Compensation |
|---|---|---|---|
| MARIE SHUBIN | PRESIDENT AND CEO | 32 | $72K |
board members · 16
- CANDICE NOOY — DIRECTOR
- CASS FERRISS — DIRECTOR
- CHRIS DRURY — SECRETARY
- JILL DELONG — DIRECTOR
- JON COX — BOARD CHAIR
- LARRY PLATT — ADVISOR
- LISA DIEHL — PAST CHAIR
- MARK HAMILTON — DIRECTOR
- MICHAEL BOUDREAU — DIRECTOR
- NEAL TOPF — BOARD TREASURER
- NICOLE NUTILE — DIRECTOR
- ROSLYN HARRELL — DIRECTOR
- STEVE RUFFIN — CHAIR ELECT
- STEVE SEDLAK — DIRECTOR
- TERRI DEMENT — DIRECTOR
- VICKY CHERNE — DIRECTOR
relationships · 6
who they work with
- 24-7 Intouch Partner — Kim McMiller, Senior Vice President of Global Client Services at 24-7 Intouch, is a member of SOCAP.
- Frost & Sullivan Partner — Collaborates with SOCAP on initiatives, as indicated by a dedicated page on the SOCAP website.
- Frost & Sullivan Partner — Partnered with Frost & Sullivan, and hosts a blog for them.
- Holdcom Partner — Andrew Begnoche, Director of Operations at Holdcom, is an 18-year member of SOCAP.
- Land O’Lakes Partner — Vicki Cherne, Manager Consumer Affairs & Customer Concerns at Land O’Lakes, maintains a SOCAP membership.
- YourMembership Partner — Uses YourMembership for association management software.