Contact Center Forum

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Contact Center Forum

September 23–25, 2018 | Island Hotel | Newport Beach, CA

Join like-minded Heads of Contact Center, Call Center, and Customer Service for inspiration and insight, networking and learning, and proven strategies to improve your business practices.

Faculty Members Include

  • DAVE ANDERSON (Zions Bancorporation), Senior Vice President and Head of Customer Care
  • KIM BAKKUM (Asurion), Head of Global Partner Strategy & Client Audit
  • MICHAEL BEGALA (Sweetwater Sound), Vice President, Customer Service & Support
  • GARY BRITTON (Teladoc), Vice President, Operations
  • MARYANN CAMACHO (Quest Diagnostics), Executive Director, National Customer Services
  • TJ CLAYTON (Unum), Assistant Vice President, Contact Center
  • GEORGE CROSS (Florida Blue), Senior Director, Member Contact Center
  • BRANDON DICKEY (Comcast), Vice President, Customer Service Strategy
  • DARRYL FLORES (Gonzaba Medical Group), Director, Customer Experience
  • EDUARDO GARCIA (Best Western Hotels & Resorts), Alternative Work Site Program Manager
  • TIFFANI GOLLADAY (HomeSmart International), Director of Contact Center
  • DENISE GRUBB (Farmers Insurance), Head of Service Operations
  • RONNY HAIMÉ (Groupon), Vice President, Global Service Delivery
  • DAN HALE (Best Western Hotels & Resorts), Vice President, Call Center Operations
  • CHRIS HAMMOND (Key Health), Vice President, Operations
  • KIMBERLY HAYES (AmWINS Group, Inc.), Senior Vice President, Operations
  • KAREN HOBBS (ABB Optical Group), Vice President, Customer Service
  • LANCE HOOD (TRUSTID), Chief Marketing Officer
  • KATHY HUTCHENS (Sharp Rees-Stealy Medical Centers), Vice President, Patient Engagement
  • WILL JAMESON (Empire Today), Vice President, Call Center
  • DEBBIE JOHNSON (UMB Bank), Director, Customer Service
  • STEVE KAAY (CVS Caremark), Head of Member Services Global Workforce Planning Operations
  • DAVID LAKAMP (USAA), Assistant Vice President, Contact Center
  • ILENE LUSTIGMAN (NCCI Holdings, Inc.), Director, Customer Service
  • FRANKIE MOONEY (Public Storage), Vice President, Call Center Operations
  • TOSIN ODESANYA (Citi), Senior Vice President and Head of Digital Self-Servicing
  • PABLO PAREJA (Cox), Director, Call Center Management
  • JOHN PARENTE (Stanley Steemer), Director, Contact Center Operations
  • JEANINE QUINONES (Waste Management), Senior Director, Customer Experience
  • MICHAEL REPLOGLE (CustomerServ), Vice President, Operations
  • MITCHELL ROSS (AARP), Vice President, Contact Center Operations
  • MATTHEW SANDERS (The Connection), Vice President, Business Development
  • SCOTT SCHLEISMAN (Bright Horizons Family Solutions), Vice President, Contact Center
  • DAVID SCHOTZ (Direct Energy), Senior Director, TeleSales Contact Centers
  • APRIL SEALY (Elevate), Vice President, Operations
  • CHRIS SPITLER (TIAA), Senior Director, Engagement & Experience Design
  • JOSE TERUEL (Banco Popular de Puerto Rico), Senior Vice President
  • ANTHONY WEINBERG (DCEDH), Vice President, Call Center Operations
  • LINDA WESTENDORF (Hulu), Head of Viewer Experience Operations
  • WILLIAM WHITE (Stuller), Executive Director, Customer Care
  • LEON WINKLER (Aaron’s Inc.), Director, Contact Center Operations
  • ANNIE WOO (MINDBODY, Inc.), Senior Vice President, Consumer Service
  • SHANNON YEATS (WageWorks), Vice President, Contact Center & Claims Operations

Advisory Board

  • ANTHONY BAGIO (United Airlines), Director, Contact Center Operations
  • GEOFFREY BURBRIDGE (USAA), Vice President, Contact Center
  • LINDA CARDENAS (Hulu), Head of Viewer Experience Operations
  • RONNY HAIMÉ (Groupon), Vice President, Global Service Delivery
  • GILLIAN NOBLE (BMO Financial Services), Vice President & Head of Transformation
  • TOSIN ODESANYA (Citi), Senior Vice President and Head of Digital Self-Servicing
  • LIBBA SAPITSKY (Siemens Healthineers), Senior Vice President, Customer Service
  • JAN WIGINGTON (Wyndham Vacation Ownership), Vice President, Member Services
  • SHANNON YEATS (WageWorks), Vice President, Contact Center & Claims Operations

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Topics For Discussion

  • Capturing & Using The Voice Of The Customer
  • Building A Memorable Brand: The Contact Center & Corporate Identity
  • Across The Board: Creating A Seamless Omni-Channel Experience
  • HR Soup To Nuts: Hiring, Recruiting, Onboarding, Managing & Engagement
  • Enhancing The Performance Of Your At-Home Agents

Venue: Island Hotel Newport Beach

690 Newport Center Drive Newport Beach, CA 92660

This award-winning venue is less than 6 miles from John Wayne Airport.

General Sessions

Address top-of-mind issues in a conversational exchange among industry thought leaders, enabling participants to share lessons, expertise, leadership skills, and practical tools.


Engage in advanced dialogue in an informal boardroom-style setting on specific topics that are particularly suited to smaller group discussions.

Networking Meals

Participate in all meals and networking functions hosted on-site by Consero. These intimate gatherings provide countless opportunities to develop lasting business relationships.

Customized Itineraries

Meet with the most innovative service providers in the industry, one-on-one, based on your individual and departmental priorities. Our reputable partners are referred and vetted by your peers.

Head of Contact Center?

Request an invitation to join the upcoming event.


Best-In-Class Solution Provider?

Learn more about our partnership opportunities.


Attendees Rave About Consero

  • “Very good experience and would strongly recommend for new and experienced leaders.”
    Irene Ferro | Simply Healthcare Plans
  • “The Consero Forum is an engaging, edifying experience in an intimate setting.”
    Jonathan Chalker | Purchasing Power LLC
  • “Great week, tremendous networking and learning opportunities and a great amount of knowledge!”
    Clint Olsen | Stryker
  • “Very interactive and good peer discussion.”
    Bill Shepherd | Gru
  • “This is so far the best I have attended. Small with high level of experience and talent.”
    Berto Fernandez | Road America
  • “Intimate enough to be able to meet the majority of attendees but large enough to include diverse content, careers, and experiences.”
    Bill Leinweber | School Specialty
  • “A great use of my time, and very informative. I’m always able to take-away 3-4 things I can use immediately.”
    Anthony Gwirtz | CSAA IG
  • “Very informative. Enjoyed the knowledge sharing.”
    Tavares Taylor | The Hartford
  • “Other conferences are like a high school dance. This is more of an intimate walk on the beach.”
    Kelly Coston | NTTA