Contact Center Forum

Customer Experience Forum
February 25, 2017
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Contact Center Forum

October 22–24, 2017 | The Biltmore Hotel, Coral Gables | Florida

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

  • CHRIS ABEL (Bright Horizons Family Solutions), Senior Director, Contact Center
  • ANTHONY BAGIO (United Airlines), Director, Contact Center Operations
  • MARCIE BAKER (ACCO Brands USA), Manager, Customer Care
  • MIKE BROWNING (Verascape), Vice President, Sales & Marketing
  • SHANNON BURCH (Scotiabank), Director, Customer Solutions
  • JACKIE BURDEN (FIS), Client Relations Executive
  • LISA CATTANI (Molina Healthcare, Inc.), Regional Director, Member Services
  • BRIAN CLANCY (AARP), Manager, Learning & Performance Improvement
  • JESSICA CURRY (Family Dollar), Director, Contact Center
  • KIM DANS (Weight Watchers International, Inc.), Vice President of North American Service Operations, Member Experience
  • TOM FARRELL (, Senior Vice President, Customer Service
  • JERRY GISCLAIR (Colliers International Valuation & Advisory Services), Executive Managing Director, National Client Services
  • ADRIAN GUENTHER (Lincoln Financial Group), Vice President, Contact Centers
  • DAN HALE (Best Western Hotels & Resorts), Managing Director, Customer Care
  • PAULETTE HAWKINS (Omni Hotels & Resorts), Director of Operations
  • LAMAR HAYNES (Aetna), Director, Call Quality
  • CHRISTIAN HELLER (MTD Products), Director, Operations & Customer Support Center
  • KAREN HOBBS (ABB Optical Group), Vice President, Customer Service
  • GRETCHEN HOPKINS (Universal North America Insurance Company), Vice President of Customer Service & Total Quality Management
  • BURG HUGHES (GE Healthcare), Call Center Operations Leader
  • SHEILA KEYSER (Wheels), Director, Client Services
  • JIM LEMERE (Northwestern Mutual), Director, Contact Center Operations
  • ILENE LUSTIGMAN (NCCI), Director, Customer Service
  • GILLIAN NOBLE (BMO Financial Group), Vice President and Head of Transformation
  • ALEXANDER NOSER (Munich Re/HSB), Associate Vice President, Operational Strategy & Service Plan
  • STACY OWENS (American Water Resources), Director, Operations
  • JENNI PALOCSIK (Verint), Senior Director, Solutions Marketing
  • DONNA PEEPLES (Pypestream), Chief Customer Officer
  • JENNIFER PENSA (WSFS Bank), Vice President, Contact Center
  • TAMMY PRAUSE (ACN), Vice President, Customer Experience, North America
  • MICHAEL REPLOGLE (CustomerServ), Senior Consultant
  • ABEL RHYNE (Erie Insurance), Vice President, Customer Service
  • KENDRA RILEY (Five9), Vice President, Enterprise Account Management
  • PRESTON ROGERS (Unum Life Insurance Company), Assistant Vice President, Head U.S. Contact Center
  • LIBBA SAPITSKY (Siemens Healthineers), Senior Vice President, Customer Service
  • SCOTT SCHLEISMAN (Bright Horizons Family Solutions), Vice President, Contact Center
  • DAVID SCHOTZ (Direct Energy), Senior Director, Care & Sales Contact Centers
  • GREG SHERRY (Verint), Vice President, Marketing
  • CHRISTINA SHORTALL (DestinationXL Group), Vice President, Contact Center Operations & Store Communications
  • KELLY SWANSON (First Data), Vice President, Self Service Strategy & Client Experience
  • SCOT THOMAS (Verascape), Chief Executive Officer
  • RICHARD VOLEL (NationStar Mortgage), Vice President, Call Center Operations
  • JAN WIGINGTON (Wyndham Vacation Ownership), Vice President, Owner Services Support
  • HUI WU-CURTIS (Choice Hotels), Senior Director, Customer Care Strategy
  • ALEX WYATT (Gardner Dixie Sales), Vice President, Customer Care
  • SHANNON YEATS (WageWorks), Vice President, Contact Center & Claims Operations

Advisory Board:

  • KIM DANS (Weight Watchers International, Inc.), Vice President of North American Service Operations, Member Experience
  • ADRIAN GUENTHER (Lincoln Financial Group), Vice President, Contact Centers
  • BILL LEINWEBER (School Speciality Inc.), Vice President, Customer Care
  • JIM MURPHY (SalonCentric), Vice President, Customer Care

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Topics For Discussion

  • Managing Engaged At-Home Agents
  • Fostering A Sense Of Customer Advocacy
  • Metrics & Data: When To Stop Analyzing & Take Action
  • Automation Chatbots, IVR & The Digital Agent
  • Voice Of The Customer: Keeping Your Ear To The Ground

Venue: The Biltmore Hotel

1200 Anastasia Avenue, Coral Gables, FL 33134

A 15-minute drive from Miami International Airport, the Biltmore Hotel is a National Historic Landmark.

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