Customer Experience Forum

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Customer Experience Forum

March 12–14, 2017, The Langham Huntington, Pasadena, CA

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

Faculty Members Include

  • JAMIE ABERNATHY (Costco Wholesale), General Manager, Customer Service Center
  • JEFF ANGLIN (Medtronic), Director, Customer Experience & Design
  • SUSANNA BAQUÉ (SCIEX), Senior Director, Global Customer Experience
  • ASHISH BISARIA (FleetCor), Senior Vice President and Chief Operating Officer, North America Operations
  • STEPHEN BLACKBURNE (Hyatt Hotels Corporation), Senior Vice President, Global Operations & Guest Experience
  • GEOFFREY BURBRIDGE (USAA), Assistant Vice President, Contact Center Management
  • MARK CARSON (, Vice President, Customer Experience
  • PATRICK CASSADY (Inbenta), Executive Vice President, Global Sales
  • MATT CONANT (Sportsman’s Guide), Senior Director, Customer Experience
  • ADAM COVALT (Bonobos), Senior Manager, Customer Experience
  • PAUL CRONIN (Cox Communications), Senior Vice President, Field Operations and Customer Experience Operations
  • JIM DAVIS (Delta Airlines), Vice President, Airport Customer Service
  • JOEL DAVIS (Freedom Mortgage), Senior Vice President, Customer Care
  • DONDI EDWARDS (Wells Fargo), Vice President, Customer Experience Group
  • EJIEME EROMOSELE (The New York Times), Managing Director, Customer Experience
  • JUDY FORD (MONI Smart Security), Senior Director, Customer Care
  • JR GAST (Zillow Group), Vice President, Client Experience
  • GUY HADNOT (Health Net), Director, Consumer Experience
  • ELKE HIRSCHMAN (Trojan Battery Company, LLC), Senior Vice President, Domestic Sales & Global Marketing
  • ADAM HOMFRAY (Blacklane), Director of Customer Care & Operations
  • KATHY HUTCHENS (Sharp Rees-Stealy Medical Centers), Vice President Business Development and Patient Engagement
  • CECELIA JAMES (AARP), Director, AARP Listening Programs
  • KEVIN JOLLY (Encore Capital Group), Vice President, Operations
  • JONATHAN LOWE (LA Kings & AEG Sports), Senior Vice President, Business Development & Brand Strategy
  • STEVE MARBLE (Scholastic), Vice President, Customer Service
  • DEREK MARTIN (Laureate Education, Inc.), Executive Director, CRM
  • CHARLES MCINTYRE (Five Star Senior Living), Director, Brand Services
  • SAMANTHA PAXSON (CO-OP Financial Services), Chief Marketing Officer
  • GERIEL THORNBURG MAY (Genworth Financial), Director, Customer Experience & Segment Marketing
  • DOUG MOON (Bar-S Foods), Director, Customer Development
  • THAI NGUYEN (Anthem, Inc.), Senior Director, Strategy & Design – Consumer Experience
  • CAMERON PARK-HUR (Bank of the West), Head of Customer Experience, Digital Channels
  • NANCY PORTE (Verint), Vice President Customer Experience
  • MARCI REYNOLDS (ACI Worldwide), Executive Vice President, Service Delivery & Customer Experience
  • NATALIE RUHL (Mambu GmbH), Customer Success Manager
  • GARY SARKESIAN (Pearson), Senior Vice President, Professional Services & Customer Experience
  • TRACY SCHIEDEL (Curbell Plastics, Inc.), Director of Marketing
  • ANDY SCHULKIND (Douglas Elliman Real Estate), Senior Vice President, Customer Strategy
  • AMY SHIOJI (Gannett), Vice President, Customer Experience
  • DARRIN SILVERIA (Confie), Chief Sales Officer
  • KEVIN SMITH (Dallas/Fort Worth International Airport), Assistant Vice President, Customer Experiences
  • MARK STEIMAN (Newport Orthopedic Institute), Chief Experience Officer and Chief Operations Officer
  • ANJA VAN RIET (Euroclear), Director
  • FORREST WAGNER (Helen of Troy), Vice President, Customer Service

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Topics For Discussion

  • From The Inside Out: Internal Culture & Customer Experience
  • Financial Performance: The ROI Of Great Customer Experience
  • On All Fronts: The Omni-Channel Experience & Emerging Trends
  • Analyzing & Understanding The Voice Of The Customer
  • Social, Mobile & The Internet Of Things: Satisfying The Everywhere Customer

Venue: The Langham Huntington

1401 South Oak Knoll Avenue, Pasadena, CA 91106

Situated on 23 acres in Pasadena, this historic hotel is among California’s most prominent meeting venues.

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 Customer Experience?

Request an invitation to join the upcoming event.


Best-In-Class Solution Provider?

Learn more about our partnership opportunities.


Attendees Rave About Consero

  • “In one word, Inspirational! It was excellent, delivering up to promise. High-level execs, discussions, and no Powerpoints!”
    Daan van der Mijden | Samsung
  • “Really good group of intelligent people with diverse expertise and experience.”
    Greg Dunn | Royal Bank of Scotland, RBS
  • “Excellent organization, good quality discussion, time well spent.”
    Michael Brandt | ABB Group
  • “Intellectual Platform for CX professionals at an Inspiring location.”
    Marianna Knoll | Swiss International Airlines
  • “The variety of experiences and examples was invaluable and will allow me to take actionable ideas back to my company.”
    Diane Biesecker | Ntelos Wireless
  • “Intense and usable peer discussions and relationships.”
    Alix Rizzolo | Stryker
  • “It was a terrific combination of meaningful content, networking opportunities and exposure to vendor solutions. Very well run!”
    Bob Valliere | CSAA Insurance Group
  • “A collection of great minds sharing great ideas for the greater good of our industry.”
    Darin Phillips | Bayview
  • “The Forum is professionally done – more intimate, allowing for better connections, networking and idea sharing.”
    Brittany Loui | Sling TV
  • “I enjoyed the form of panel discussions, Q+A, and KnowledgeBridge sessions. One-on-ones were good for learning about vendors. I also liked the small number of participants.”
    Kaye Carter | Associated Bank
  • “Enlightening, interesting, useful; plenty of learning and networking opportunities.”
    Guillermo Ayón | Sigue Corp
  • “A great group of industry experts willing to share their experiences and insights, knowing that we all have shared goals.”
    Paul Aldridge | Virgin Media
  • “Very intuitive and engaging experience.”
    Samantha Marks | Swimsuitsforall
  • “Excellent opportunity to network and learn.”
    Peg Raposo | PayPal