Customer Experience & Contact Center Forum

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 (Public.com),  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.