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Customer Experience

Customer Experience & Contact Center Forum

The Biltmore Miami, Coral Gables, FL

March 19–21, 2023


Today’s contact center is the foundation of the modern customer relationship.

In a marketplace characterized by increasing levels of noise and friction, the contact center stands alone as a critical resource for direct customer engagement.

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Advisory Board:

  • John Walter Boswell (MUFG Union Bank), Vice President Operations & Technology for the Americas
  • Brian Clancy (AARP),  Head of Consumer Care Learning & Performance Improvement
  • Russ DiBlasi (Zions Bancorporation), Senior Vice President, Customer Care Operations
  • Tanya Earles (Tebra), Senior Vice President, Customer Success
  • Joep Everts (Elsevier), Senior Vice President, Customer Service Online Solutions
  • Ehab Goldstein (LifeScan Inc.),  Vice President, OneTouch Global Customer Care & Strategic Insights
  • Oliver Ginsburg (,  Vice President of Customer Experience
  • Tami Goodman (ShipBob),  Vice President of Merchant Care
  • Jasmyn Haas (Flume, Inc.), Vice President, Customer & Employee Experience
  • Tim Heil Senior (Utz Quality Foods),  Vice President of Sales: National Grocery, Mass & Natural Channels
  • Jim Hightower (Global Payments Inc.),  Senior Vice President , International Operations / Vertical Markets
  • Jeff Lojko (Bank of America), Senior Vice President, Client Experience Strategy & Initiative Planning
  • Regina Lowery (Principal Financial Group),  Assistant Vice President, Technology
  • Maureen Martin (WeightWatchers),  Vice President, Customer Care
  • Bala Menon (Gannett | USA TODAY NETWORK), Chief Client Officer
  • Kurt Mosher (Gant Travel),  Chief Operating Officer
  • Cecilio Murillo (CommonSpirit Health),  System Director, Access Innovation – Physician Enterprise
  • Ricardo Parodi (Marriott International),  Vice President, Customer Engagement Centers, Planning, Service Design & Deployment
  • Tammy Prause (Experian), Vice President, Customer Care
  • Sangeetha Rai (Northwestern Mutual), Vice President, Technology Customer Success
  • April Sealy (Elevate),  Senior Vice President, Operations and Customer Solutions
  • Troy Shaffer (SCAN Health Plan), Vice President Contact Center Operations, Member Services
  • Anna Skidmore (BFA Industries),  Vice President, Customer Care
  • Tim Spencer (BUNN),  Senior Vice President and General Manager, Service Operations
  • Ted Stodolka (Hallmark Cards), Vice President, Customer Care

Topics for discussion include:

  • Getting Stakeholder Engagement and Support for Acting on Customer Feedback
  • Intelligent Call Routing: Best Practices in Setup, Integrations, and Agent Prioritization
  • KnowledgeBridge™: Predictive CX: Becoming a True Hero for Your Customers
  • KnowledgeBridge™: Digital Transformation: How to Effectively Manage the VoC Program Across All New Channels
  • Exploring the Latest Multigenerational Customer Trends
  • Omnichannel CX: Satisfying the Needs of the Everywhere Customer
  • KnowledgeBridge™: Contact Center Megatrends: Real-Time Data and Speech Analytics
  • KnowledgeBridge™: Driving CX Results through Effective Quality Programs
  • Bridging the Empathy Gap in Customer Experience
  • CXO Meets CMO: Piloting New Marketing Concepts for Improved Customer Engagement and Retention
  • KnowledgeBridge™: Virtual Agents and Chatbots: Taking the Leap From “Somewhat Effective” to “Very Effective”
  • KnowledgeBridge™: Creating a Diverse Voice of The Customer Platform
  • Beyond the Big Talk: Examples of How AI Is Really Helping with Agent Count and Customer Satisfaction
  • Achieving the Goal of Elevated Employee Morale, Efficient Training Programs, and Reduced Attrition Rates
  • KnowledgeBridge™: Knowledge Management and Blended Learning Experience

Please view Consero’s health and safety protocols for in-person events here.


Critical Voices, Exceptional Dialogue

Hear from and interact with some of the most influential voices in this space.

Brian Clancy

Head of Consumer Care Learning & Performance Improvement


Tanya Earles

Senior Vice President, Customer Success


Colby Fordham

Director of Strategic Growth


Robert Gebhardt

Vice President, Global Experience Services


Jeff Lojko

SVP, Client Experience Transformation

Bank of America

Cecilio Murillo

System Director, Access Innovation - Physician Enterprise

CommonSpirit Health

Ricardo Parodi

Vice President, Customer Engagement Centers Strategy

Marriott International

Sangeetha Rai

Vice President, Technology Customer Success

Northwestern Mutual

Doug Roerden

Head of Experience Design & Strategy

FM Global

Troy Shaffer

Vice President Contact Center Operations, Member Services

SCAN Health Plan

Steve Zannos

Senior Director Customer Service


John Walter Boswell I

Vice President, Call Center Technology Manager

Union Bank

Lanier Zimmer

Senior Consultant

Root, part of Accenture

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