Customer Experience Forum

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Customer Experience Forum

February 25–27, 2018 | Lakeway Resort & Spa | Austin, TX

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

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  • TIFFANIE ARTIS (Maersk Line), Head of Marketing, North America
  • LIOR ARUSSY (Strativity), CEO and President
  • JASON ASHLOCK (Kuehne + Nagel), Senior Vice President, Customer and Employee Experience
  • JAY AUTREY (MONI Smart Security), Chief Customer Officer
  • BOB AZMAN (Carlson Wagonlit Travel), Vice President, Americas & Global Traveler Services
  • VISHAL BHALLA (Parkland), Vice President and Chief Experience Officer
  • MICHAEL BRANDT (ABB Ltd), Group Vice President, Customer Care
  • MICHAEL BAUTCH (Universal Logistics Holdings), Chief Customer Officer
  • LINDA CARDENAS (Hulu), Head of Viewer Experience Operations
  • GRATIA CARVER (Allegion Security Technologies), Director, Customer Experience
  • DAVE CASPERS (Banner Health), Vice President, Organizational Development & Patient Experience
  • BELARMINO CASTELLANOS (Whataburger Restaurants), Director, Restaurant Support Center
  • TED CHEN (Maru/edr), President
  • CRYSTAL COLLIER (Electronic Arts), Head of Strategy, Programs & Insights
  • LIZ CRISAFI (InterContinental Hotels Group (IHG)), Head of Loyalty, Partnerships and Portfolio Marketing
  • JIM DAVIS (Delta Airlines), Vice President, Airport Customer Services
  • ARCHIE DEY (SCAN Health Plan), Director, Consumer Insights
  • DESERIE DULANEY (Indeed.com), Vice President, Client Support
  • SUNNI GOODMAN (Mattress Firm), Senior Vice President, Communications & CX
  • KEN HAMPTON (Direct Auto and Life Insurance), Senior Vice President, Retail Store Sales
  • MAURA HUNTER (Fidelity Investments), Senior Vice President, Customer Experience
  • KEN KOZIELSKI (Wyndham Vacation Ownership), Vice President, Customer Experience
  • PAUL LONG (UnitedHealth Group), Vice President, Enterprise Customer Experience
  • STEPHAN LOYKA (AARP), Director of Experience Strategy
  • DEREK MARTIN (Laureate), Executive Director, Customer Relationship Management
  • NATHAN MAY (Visa), Vice President, Prepaid Operations
  • JUSTIN MILLER (Aaron’s, Inc), Vice President, Customer Retention
  • ANDREW MILLION (thyssenkrupp Elevator), Director, Customer Experience
  • RAY MITRA (GE Digital), Global Head of Customer Care
  • LEE NEWELL (Design Within Reach), Vice President, Operations
  • BRIAN O'NEILL (FIS), Senior Vice President and Chief Client Officer
  • JASON PACK (Freedom Financial Network), Vice President, Customer Experience
  • LAURE PARK (Quest Diagnostics), Vice President, Customer Experience
  • LILIANA PETROVA (JetBlue Airways), Director, Customer Experience
  • DARIN PHILLIPS (Bayview Loan Servicing), First Vice President, Customer Experience, Marketing & Training
  • MONICA RAYBURN (Optum), Vice President, Voice of the Customer
  • MICHAEL REPLOGLE (CustomerServ), Senior Consultant
  • MARCI REYNOLDS (ACI Worldwide), Executive Vice President, Service Delivery & Customer Experience
  • SALVADOR SALAZAR (The Hertz Corporation), Senior Vice President and Chief Quality & Customer Officer
  • GARY SARKESIAN (Pearson), Senior Vice President, Customer Experience & Professional Services
  • KURT SCHROEDER (Avtex), Chief Experience Officer
  • STEPHAN SIGAUD (Phase 5), Executive Vice President of Marketing and Development
  • JON SMITH (MailChimp), Vice President, Customer Support
  • JULIAN SOELL (Delta Air Lines), Managing Director, Cargo Operations & Customer Experience
  • JANET SOLOMON (SunTrust Bank), Head of Client Contact Center
  • CHANDA SPERRY (Farmers Insurance), Senior Vice President, Service Operations
  • CARLA UYCOQUE (Stericycle), Vice President, Customer Experience
  • ELAINE WALSH (Essilor), Vice President, Customer Experience

Advisory Board

  • JIM DAVIS (Delta Airlines), Vice President, Airport Customer Services
  • EJIEME EROMOSELE (The New York Times), Managing Director, Customer Experience
  • ADAM HOMFRAY (Blacklane), Director of Customer Care and Operations
  • DEREK MARTIN (Laureate), Executive Director, CRM
  • MARCI REYNOLDS (ACI Worldwide), Executive Vice President, Service Delivery
  • GARY SARKESIAN (Pearson), Senior Vice President, Customer Experience & Professional Services

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Topics For Discussion

  • Internal Culture: How Does Employee Experience Equate To Customer Experience?
  • B2B: Integrating CX Into Your Model & B2C Lessons Learned
  • VoC: Effectively Capturing Your Customer’s Expectations
  • Mapping Your Customer’s Journey: An Interactive Workshop
  • The Coaching Element: Employee Engagement, Training & Talent

Venue: Lakeway Resort & Spa

101 Lakeway Drive, Austin, TX 78734

This lakeside Texas Hill Country resort is a short drive from downtown Austin.

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.

KnowledgeBridges™

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?

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Best-In-Class Solution Provider?

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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

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