Thursday, October 11, 2018 from

10:00 AM to 3:00 PM EDT

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Rock & Roll Hall of Fame Museum
1100 Rock and Roll Blvd
Cleveland, OH 44114

Driving Directions 


Kyle Spittler 

Event Promoters:


SOCAP Ohio Presents: Rockin' Artificial Intelligence for your Customer Experience! 

Cleveland's Rock & Roll Hall of Fame is the world's foremost museum dedicated to the celebration & preservation of Rock & Roll music. Join us at this beautiful venue as we realize how the Music & Customer Experience industries alike have evolved to leverage Artificial Intelligence to enhance our respective crafts! Don't miss this incredible event!

Featured Performers:


 Prof. Roger Dannenberg, Carnagie Mellon University

Roger B. Dannenberg is Professor of Computer Science, Art, and Music at Carnegie Mellon University. Dannenberg is well known for his computer music research, especially in real-time interactive systems. His pioneering work in computer accompaniment, led to three patents and the SmartMusic system, one of the earliest AI-based consumer computer applications. 

 Dannenberg is also the co-creator of Audacity, a free audio editor with over 250 million downloads. Other innovations include the application of machine learning to music style classification and the automation of music structure analysis.

Professor Dannenberg will expose you to a multitude of applications for AI in the music industry in hopes to spark creative ideas in how you can apply AI technology to your work.

Lori Hawkins, Nestlé Nutrition

Lori Hawkins is the manager of technology for consumer engagement at Nestlé Nutrition in the US. Lori brings over 30 years of experience in the information systems and consumer services industries to the SOCAP community. 

Lori will present Gerber’s latest innovation in customer service – a persona called “Dotti” who is available to give nutrition, breastfeeding and sleep advice to new and expectant parents. Backed by real people in the contact center, Dotti is available 24/7 in the messaging channels that today’s parents prefer to use most.

Josh Wilke, Asutute Global

 Josh Wilke of Astute Global brings over 17 years of experience in the Grocery, Entertainment, and Consumer Affairs Technology industries. Josh has spoken at SOCAP on the national and local levels on the topic of Artificial Intellignece numerous times and brings a unique perspective on a multitude of applications for this technology in our industry.

Artificial Intelligence (AI) is a new and exciting advancement, and its role in consumer care is largely undefined. This nascent technology garners many headlines, but the specifics can be lacking. This dual reality creates a lot of hype as well as an equal amount of confusion.

Josh will address many questions surrounding the topic such as: Demystifying AI and defining what it is & what it isn’t, how AI can be leveraged in consumer care today, how it may be used in the future, as well as planning/implementing AI within your organization.

Paul O'Dwyer, Genesys

Paul has over a decade of experience working on industry leading teams in bringing API microservices, and AI to market, striving for  delightful customer experiences.

Paul joined Genesys through the Altocloud acquisition. Genesys Altocloud reduces customer acquisition costs, call handle time, and increases conversion rates through the use of real-time customer journey analytics and predictive engagement.

Paul will share case studies and other examples of how AI can be leveraged to enhance your customer experience.




9:30 AM Registration
10:00 AM Prof. Roger Dannenberg - AI Use Cases in the Music Industry
11:00 AM Josh Wilke - Demystifying AI
12:00 PM Picnic Lunch on the Patio (Included with registration)
1:00 PM Paul O'Dwyer - AI Use Cases in the Customer Experience Industry
2:00 PM Lori Hawkins - Nestle Gerber's "Dotti", An Interactive Experience for New and Expecting Parents
3:00 PM Networking Happy Hour on the Patio