The future of HOA customer service is evolving, but one thing remains the same: people still want to feel heard, supported, and connected.

That’s why Smartwebs is proud to share that Shelly Guild will join Chris Elmore and Tracy Durham as presenters at the 2026 CAI Annual Conference & Exposition (CAI Nationals), taking place June 3–6, 2026, at The Diplomat Beach Resort in Fort Lauderdale, Florida.

Together, they will present:

Customer Service in the Digital Age: Technology and the Human Connection

The session will explore how HOA leaders and management companies can adopt smart, efficient technology while still preserving the relationships and human connection that great communities depend on.

As community expectations continue to evolve, management teams face increasing pressure to:

• improve communication
• increase operational efficiency
• manage rising resident expectations
• support multiple generations of users
• implement technology successfully across teams and communities

But technology alone is not the solution.

The real opportunity lies in using technology to reduce friction, improve decision-making, empower self-service, and create more capacity for meaningful human interaction.

During the session, attendees will learn:

• How to evaluate technology beyond the sales demo
• Why implementation and adoption matter more than feature lists
• How to create human-centered service experiences
• Ways to improve communication and operational workflows
• How automation can support proactive community management

The presentation will also feature interactive audience participation, live polling, practical implementation strategies, and real-world examples from the HOA industry.

See You at CAI Nationals 2026

Attending CAI Nationals this year? Connect with the Smartwebs team and join us for “Customer Service in the Digital Age: Technology and the Human Connection.”

Session Details

Event

CAI Annual Conference & Exposition (CAI Nationals 2026)

Session

Customer Service in the Digital Age: Technology and the Human Connection

Speakers

Shelly Guild — Smartwebs
Chris Elmore — Community Financials
Tracy Durham

Dates

June 3–6, 2026

Location

The Diplomat Beach Resort
Fort Lauderdale, Florida

Additional session scheduling details will be shared as CAI Nationals 2026 approaches.

About Shelly Guild

With a background in Supply Chain, Vendor Management, SaaS, and Client Success, Shelly Guild has spent more than 12 years helping organizations improve operations, strengthen relationships, and bridge the gap between people and technology.

Since joining Smartwebs, Shelly has focused on improving support and client success experiences while helping communities leverage technology in more meaningful, efficient, and resident-friendly ways.

Her approach is guided by three core values:

• People First
• Performance Matters
• Never Stop Learning