SOCAP International

Keynote Speakers

Jay KershnerJay Kershner - Vice President of Customer Support, Fitbit

Jay leads the Customer Support and Field Testing teams at Fitbit with a mission to delight customers by quickly providing solutions through the support channel of their choice. In Jay's five-year tenure at Fitbit he grew the team from a small group of support advocates to a large multi-national team that includes contact centers around the globe that support millions of customers world-wide. Prior to Fitbit, Jay spent over 12 years managing customer service teams and building world-class support organizations at TiVo, Dash Navigation, and Zynga. Jay holds a B.S. in Hotel, Restaurant, and Travel Administration from the University of Massachusetts, Amherst. When he’s not working or spending time with his family and three dogs, Jay likes to play basketball and put his Fitbit through the paces at Tough Mudder races. He wears shorts 300 days a year.

Tamara Kleinberg

Tamara Kleinberg - Innovation Enabler & Founder,

From being part of the elite group of TED speakers to completing three Tough Mudders (and counting), Tamara’s life is about breaking through the status quo for game-changing results. As the founder of a thriving business, - the online education and community platform to help people innovate and differentiate in an oversaturated world, Tamara knows what it takes to drive growth and innovation daily in an ever-changing market place. As the creator of the Innovation Quotient Edge (IQE) Assessment, Tamara has developed the only tool able to measure people’s natural innovation strengths and deliver insights and tools for performing at their peak, bringing more innovative ideas to the table, and being a high value team member. At 27 she was the youngest person ever named to leadership in a leading global advertising agency. If you’ve walked the aisles of Target you’ve pushed your cart past products and brands that have benefited from Tamara’s innovative approach – everything from Cheerios and Johnsonville Sausage to Procter & Gamble and Clorox. When companies like Disney, General Mills and RICOH want to up their innovation quotient, they call Tamara. She has run multi-million dollar businesses and launched a few of her own, learning from her successes and, most importantly, her failures. Tamara has been featured on the TODAY SHOW, EO FIRE Podcast, the New York Times, Denver Business Journal, NBC 9News and on radio stations across the country. As a kid in computer camp, Tamara won the “I’ll try anything once” award - a motto she still lives by.

Scott Klososky

Scott Klososky - Founder, Future Point of View

Scott Klososky has been on the forefront of technology and industry throughout his career. He is renowned globally for his ability to recognize and capitalize on future trends regarding the ways technology is shaping business and our world. He is currently invested in guiding leaders through the digital transformation.

Scott is the founder and principle of technology consulting firm Future Point of View. Scott regularly advises C-suite executives inside some of the nation’s most recognizable organizations. Through Future Point of View, he works with organizations of different sizes and industries to assess and improve their digital maturity.

Scott has developed the innovative concept of HUMALOGY®, the blending of technology and humanity. Humalogy provides a framework on how leaders can best balance technology and human effort to make processes more efficient and effective.

A widely sought after speaker, Scott speaks to audiences around the world on a range of topics including cybersecurity, leadership, data intelligence, trendspotting, digital marketing, and finding the Humalogy balance. He has developed a reputation for delivering informative, thought-provoking, and entertaining presentations.

Johnny Russo

Johnny Russo - Associate Vice President of Digital Marketing and Ecommerce, Mark's

Johnny Russo joined Mark’s as the Associate Vice President of Digital Marketing and Ecommerce in January 2016. Previous to joining the Mark’s team, Johnny worked at Bentley Leathers Inc. and was brought on to lead their Ecommerce and Digital Marketing. He was tasked with re-launching the new, fully responsive Bentley Ecommerce experience in May 2015. Prior to Bentley, Johnny worked in similar capacities for Mexx Canada and Buffalo David Bitton, overseeing everything from digital marketing, ecommerce, social media, operations, customer service, web design, and digital analytics. 

Johnny has over 11 years of online marketing and ecommerce experience in the retail, manufacturing, mobile, and software sectors. Johnny is energetic and passionate about the Ecommerce and Digital Marketing fields, often speaking at numerous industry events, as well as sitting on the Board of Advisors for Etail Canada and Ecom MTL, and on the Board of Directors of the Calgary Marketing Association. Johnny is obsessively trying to optimize and improve upon the online and omni-channel customer experience. He believes vendors are partners, and the IT and finance departments are friends (usually).

PLUS Keynote Panel: Start-Up Perspectives on Innovation

Michael Wolfe
Vice President of Engineering & Co-Founder
Michael Wolfe
Michael is co-founder and Vice President of Engineering at Gladly. An experienced technology executive and entrepreneur, he has been a founder or first employee at five B2B software companies and has led over 20 major product development cycles. He’s addicted to the energy that comes from building a startup—and keeping the culture intact along the way. Before Gladly, he co-founded Vontu, an enterprise security software company that was acquired by Symantec in 2007. He then served as CTO of the Enterprise Product Group at Symantec. Michael was also a founding employee and VP of Engineering at Kana, the company that pioneered email for customer service.  Michael is currently a portfolio advisor at Point Nine Capital and was previously an Entrepreneur-in-Residence at Benchmark Capital.

Matt Tumbleson
Founder & CEO
Matt Tumbleson
Matt was the first Creative Director of Seamless/GrubHub ($GRUB), the company that changed the way that people order food by replacing the phone call with online ordering. Matt grew Seamless/GrubHub from a small corporate food ordering platform to the nation’s largest consumer food ordering platform. Teckst, Matt’s latest innovation, is a platform that brings text messaging to customer service teams. Matt’s keen eye on consumer trends and background in customer experience have led him to consulting for brands such as Adidas, Wells Fargo, Disney, and Visa.
Davy Kestens
Founder & CEO
Davy Kestens
Davy Kestens is the Founder & CEO of Sparkcentral, a company based in San Francisco, CA, that enables customer-centric organizations to efficiently deliver effortless customer experiences at scale, through pro-active mobile messaging. He is on a relentless mission to make the legacy contact center irrelevant and while doing so help brands differentiate by delivering the best digital customer service experiences.

SOCAP's 2017 Annual Conference Cancellation Policy

Refunds for cancellations must be made in writing (via email to to the SOCAP National Office. A processing fee of $250 per registration will be charged on refunds received on or before September 15, 2017. No cancellations or refunds after September 15, 2017. Substitutions will be gladly accepted at no charge until September 15, 2017. A $175 fee per registration will be charged on any substitutions made after September 15, 2017. Registration transfers to future meetings will not be accepted.

Photography Notice
Be aware that by participating in SOCAP’s Annual Conference, 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.