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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:

  • 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),  Senior 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
  • Doug Roerden (FM Global), Head of Experience Design
  • 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:

  • Bridging the Empathy Gap in Customer Experience
  • Customer Experience and Contact Center Boardroom: The State of the Industry
  • KnowledgeBridge™: How Today’s Contact Centers Are Leading Through Economic Uncertainty
  • KnowledgeBridge™: Digital Transformation: How to Effectively Manage the VoC Program Across All New Channels
  • Exploring the Latest Multigenerational Customer Trends
  • Harnessing the Power Within to Create a Brilliant Customer Experience
  • KnowledgeBridge™: Generative AI: Leveraging ChatGPT, Real World Lessons from CX Leaders
  • KnowledgeBridge™: Evolve Your Contact Center to Be Predictable
  • Omnichannel CX: Satisfying the Needs of the Everywhere Customer
  • KnowledgeBridge™: EX to CX: How a Modern Approach to Learning and Upskilling Reduces Costs, Grows Performance, and Helps Agents Thrive
  • KnowledgeBridge™: Building Connection Through the Digital Customer Journey
  • Achieving the Goal of Elevated Agent Morale and Reduced Attrition Rates
  • KnowledgeBridge™: How Revenue Generating Contact Centers are Leveraging Real-Time Coaching and Guidance to Drive Revenue Growth While Maintaining a Strong Customer Experience
  • Cascading Customer Data Across the Organization to Maximize Results

Rotating Roundtable Discussions:

  • Agent Attrition: The Silent Threat to Every Contact Center
  • Predictive CX Platforms:  Turning Customer Data into Insight and Action
  • Empowered Customer & Digital CX
  • How Can Generative AI Improve The Customer Experience?
  • Leveraging Emotion + Conversation AI To Drive Higher EX & Enable Exceptional CX
  • Addressing Workforce Shift of the Mindset and Burnout To Deliver Better CX

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.

Shawn Alexander

Vice President, Consumer Sales

Verizon Wireless

Sid Banerjee

Executive Vice Chairman, Founder and Chief Strategy Officer


Erika Black

Senior Manager, Sales Enablement


Jaci Brown

Director of Customer Excellence

Blain's Fleet & Farm

Spencer Cannon

Vice President of Growth


Brian Clancy

Head of Consumer Care Learning & Performance Improvement


Doug DeBolt

Senior Vice President Client Development

Liveops Inc

Casey Denby

Senior Director, Enterprise Sales


Michelle Deese

Manager of Learning & Development

Orkin Pest Control

Jeff Fettes

CEO and Founder


Colby Fordham

Principal, Strategic Growth

Root, part of Accenture

Robert Gebhardt

Vice President, Global Experience Services


Bill Haneke

Senior Vice President; Contact Center Director

Hancock Whitney

Kaitlin Hansen

Customer Success Manager


Rashida Hemmans

Senior Vice Presdient, Customer Experience & Digital/Customer Correspondence Management

Wells Fargo

John Kanarowski

Vice President, Worldwide Sales

Cogito Corp

Fred Kleiman

Vice President, Customer Experience

AMC Networks

Holly Koehler

Vice President, Patient Access Services

Northwell Health

Scott Kolman

Vice President and CMO of Marketing


Sid Kumaran

Senior Director, Sales and Go to Market Strategy


Anthony Kuyoro

Senior Director, Head of Product - Payments


Ben Lawder

Global Head of CX Strategy


Chris Mann

Head of Customer Advocacy

Clayton Homes

Nicole Marks

Vice President, Workforce Solutions

Voya Financial

Melanie Marks

Regional Vice President, Sales


Liz Menschner

Vice President, Patient Care Services

Riddle Memorial Hospital

Garrett Mullins

Vice President

Valor Global

Ashish Nagar


Level AI

Anita Natzkova

Senior Director, Market Intelligence and Strategic Planning


Ingrid Olson

Head of Customer Experience


Chris Olson

Corporate Strategy & Partnerships

Class Technologies Inc

Jacquie Peterson

Senior Product Marketing Manager


Raul Peterson

Training Analyst


Sangeetha Rai

Vice President, Technology Customer Success

Northwestern Mutual

JR Ranger

Chief Customer Officer


Bill Rasmussen

Director, Telecommunications Architecture & Engineering


Sonja Rosario

Senior Vice President, Head of Client Experience Retail Business Banking


Troy Shaffer

Vice President, Contact Center Operations, Member Services

SCAN Health Plan

Evan Siegel

Vice President Financial Services, AI Solutions


Lamaretta Simmons-Kelderman

Vice President, Customer Experience & Quality


Aviad Stein

Global Head of Digital and Innovation

Broadridge Financial

Ted Stodolka

Vice President, Diversity & Inclusion + Care

Hallmark Cards

Brian Timmons

Chief Revenue Officer

Valor Global

Ram Swery

Senior Director, Product Strategy and Special Projects


Debra Vail

Senior Director, Global Sales Operations

Luminex Corporation

Megan Von Wald

Head of Global Guest Service

Sonder Inc.

Erick Waggoner

Enterprise Account Executive


Eric Williamson

Chief Marketing Officer


Avis Wright

Senior Account Executive

Rob Wright

CEO & Founder


Steve Zannos

Senior Director, Customer Service


Yan Zhang

Chief Operating Officer


Lanier Zimmer

Principal, Consulting

Root, part of Accenture

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