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© SOCAP International 2019

625 North Washington Street · Suite 304 · Alexandria, VA · 22314
Telephone: (703) 519–3700 ·
Email: socap@socap.org

©2019 by SOCAP International.



October 20–23, 2019

Tucson, Arizona


There will be two Spotlight Sessions held concurrently on Tuesday, October 22, from 11:00 am–12:30 pm. Learn more about the sessions and speakers below.


11:00 am–12:30 pm

The Impact of HUMALOGY® on Customer Care: Rise of the Machines

Scott Klososky, Technology and Innovation Expert, Developed HUMALOGY®


Technology expert Scott Klososky developed HUMALOGY®  to describe the proper blending of technology and human effort to accomplish tasks most effectively. Finding the correct HUMALOGY® balance throughout your entire customer experience strategy is key, and using machine intelligence will be mandatory to keep up with your competition. Machine intelligence is poised to dramatically reshape all organizations and industries in many difference facets, including customer care. Developing a machine learning strategy can seem a bit daunting. Where do you start? This Spotlight Session will teach customer care leaders the following:

  1. The foundation for building a machine intelligence strategy within their own organization.

  2. How to decide what order to apply machine intelligence to the operation.

  3. How to put together AI platforms, vendors, and internal resources to make quick progress.

11:00 am–12:30 pm

The Journey to Concierge Brand Building—Where are you? Where are you going? How will you get there?

Pete Blackshaw, former Nestlé executive and Cintrifuse CEO


Following up on his highly-rated keynote presentation at SOCAP’s spring conference, former Nestlé executive and Cintrifuse CEO, Pete Blackshaw is back with an in-depth discussion on the brand and reputation ecosystem, with a focus on voice activation. Pete will share original Voice of the Consumer (VOC) research as well as valuable benchmarking data on the state of service readiness and directions from a SOCAP pre-conference brand survey! Most importantly, Pete will help you develop a plan to drive change and get marketing to support and fund the evolution of your consumer care work!