SOCAP International

Customer Care Summit 2019

SOCAP's Customer Care Summit 2019

Customer care professionals wear many important work hats. They are involved in reporting and analyzing consumer insights, identifying the right technology platforms for effective engagement and ensuring that the quality of all their customer interactions are seamless and top notch. Needless to say, the work of customer care professionals is multi-faceted and critical to the success of any business organization.

SOCAP’s Customer Care Learning Summit, April 14-17 in Columbus OH, has been designed to help customer care professionals address these various roles and workplace realities. Through a series of targeted workshops, the Summit is focused on enhancing the skill sets of customer care professionals in key functional areas. The Summit will also include a Solutions Lounge with key Business Partners and a bonus session during the event on complaint handling tips.

SOCAP’s 2019 Customer Care Summit in Columbus OH will offer practical learning experiences that will immerse attendees in specialized content with a focus on continuous improvement. Workshop tracks at the Forum are organized care:

  • Track I: Data Reporting Workshop (DRW)
  • Track II: Quality Monitoring Workshop (QMW)
  • Track III: Technology Tools
  • Track IV: Executive Summit - Exclusive track for senior executives
  • Special Track: Student Competition
April 14-17
Hilton Columbus Downtown
Columbus, OH


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Keynote Speaker: Pete Blackshaw, CEO of Cintrifuse
and Former VP of Digital Innovation at Nestlé

blackshaw_petePete Blackshaw is the new CEO of Cintrifuse as of November 1st, 2018.

Prior to Cintrifuse, Pete was the Vice President of Digital Innovation & Service Models at Nestlé, S.A., based in Switzerland.  In addition to helping shape digital innovation for Nescafe, Kit Kat, Purina, and hundreds of other Nestle brands, Pete oversaw Nestle’s industry-recognized Digital Acceleration Team (DAT) as well as the Silicon Valley Innovation Outpost (SVIO) and Nestle's Open Innovation Platform (Henri@Nestle).

Before Nestle, he served as CMO of NM Incite, a joint venture between Nielsen and McKinsey.  He is author of a book by Doubleday entitled “Satisfied Customers Tell Three Friends, Angry Customers Tell 3000: Running a Business in Today’s Consumer-Driven World,” and periodically authors columns in Advertising Age centered around the book’s themes.  Pete founded one of the web’s first consumer-feedback portals and co-founded the Word-of-Mouth Marketing Association (WOMMA). He recently served as Chairman of the Board of the National Council of Better Business Bureaus and in that capacity sat on the National Advertising Review Council. He’s a 2015 Mediapost “Online All Star” Winner, a 2014 inductee of the World of Mouth Marketing Hall of Fame, and a 2010 Grand Prize winner of the “Great Minds” award from the Advertising Research Foundation. Pete is a graduate of Harvard Business School and the University of California, Santa Cruz.


Registration Rates:


  • Member$1,095
  • Non-Member: $1,495

Executive Summit:

  • Member$1,395 - includes access to other tracks
  • Non-Member: $1,795

Group Registration Offer
Three (3) or more people from the same company will receive $200 off each registration. (First 3 registrants pay regular rate, then 4th, 5th, etc. pay $895.)

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SOCAP's Customer Care Summit 2019 Cancellation Policy: Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $250 will be charged on refunds received on or before March 24, 2019. No cancellations or refunds after March 24, 2019. Substitutions will be gladly accepted at no charge until March 24, 2019. A $175 fee will be charged on any substitutions made after March 24, 2019. Registration transfers to future meetings will not be accepted. Social finale registration transfers will not be accepted.

Photography Notice: Be aware that by participating in SOCAP’s Customer Care Summit, you are automatically authorizing the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs.