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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.

View helpful transportation options here.

Advisory Board:

  • Brian Clancy (AARP),  Head of Consumer Care Learning & Performance Improvement
  • Ehab Goldstein (LifeScan Inc.),  Vice President, OneTouch Global Customer Care & Strategic Insights
  • Tim Heil Senior (Utz Quality Foods),  Vice President of Sales: National Grocery, Mass & Natural Channels
  • Ricardo Parodi (Marriott International),  Vice President, Customer Engagement Centers, Planning, Service Design & Deployment
  • Tammy Prause (Experian), Vice President, Customer Care
  • Troy Shaffer (SCAN Health Plan), Vice President Contact Center Operations, Member Services

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.

Troy Shaffer

Vice President Contact Center Operations, Member Services

SCAN Health Plan

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