Customer Experience

Customer Experience & Contact Center Forum

The Biltmore Miami, Coral Gables, FL

March 9–11, 2026

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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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Forum At A Glance

Multi-day experiences at high-end destinations.
Seamless blend of active panel discussions and intimate breakout sessions.
Thoughtfully incorporated business meetings and engaging down-time opportunities.

General Session
KnowledgeBridge Discussion
Cocktails

SPEAKING FACULTY

Critical Voices, Exceptional Dialogue

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

Christian McConnell

Senior Director, Customer Care

Crate and Barrel

Todd Adest

Vice President of Sales

Laivly

Mohit Ahuja

Strategy & Transformation Leader

Caterpillar Inc.

Ajit Apte

Senior Vice President, Customer Operations

CoMed

Michael Aronowitz

Senior Vice President, Revenue Growth

VXI Global Solutions, LLC

Jaysa Boyer

Head, Employer Engagement

Ultimate Medical Academy

Jon Brown

Senior Vice President, Client Results

Liveops

Christopher Bryan

Director of Product Marketing

unitQ inc.

Susie Cebulla

Vice President, Operations Member Services

Blue Cross and Blue Shield of Minnesota

Spencer Cannon

Vice President of Growth

Buwelo

Sam Collin

Manager of Enterprise Sales

Kustomer Inc.

Zac Cooper

Vice President of Global Sales

Replicant

Aaron Craig

Vice President of Sales

ProcedureFlow

Sam Dorison

Cofounder & CEO

ReflexAI

Valerie Eden

Vice President, Customer Experience

ThompsonGas

Janice Finder

Executive Director, Patient Experience Clinical Services - askMDAnderson

University of Texas, MD Anderson Cancer Center

Leon Gantt

Vice President, Contact Center & Guest Experience

United Parks & Resorts

Pratik Gautam

Vice President, Lead AI/GenAI Product Manager

Citi

Shorit Ghosh

General Manager, Voice

Ada

Yael Goldstein

Senior Director of Product & Product Marketing

Regal

Crystal Grout

Senior Manager, Contact Center Sales

RingCentral

Nancy Gurd

Director, Customer Experience

Caraway Home

Dan Hannon

Senior Director of Sales

UJET

Geoff Huckleberry

Vice President, Digital Strategy

Achieve

April Israel

Senior Director, Customer Journey Analytics

Signet Jewelers

Brad Jaehn

Vice President, Customer Intelligence and Experience, Caesars Digital

Caesars Entertainment

Rasheeda James

Vice President, Client Services

Americor

Maik Kuehnhoff

Vice President, Head of Operational Excellence

Siemens Healthineers

Stephanie Kuo

Director, Customer Insights & Analytics

United Airlines

Adam Levin

Founder & CEO

Reddy

Laurence Levine

Chief Executive Officer

delivery.com

Catheryn Li

CEO

Simple AI

Colette Matthews

Global Vice President, Customer Experience

Alimentation Couche-Tard

Tiahna Mcdowell

Director, Customer Experience Programs

CDK Global

John McMullan

Director of AI Agent Marketing

Observe.AI

Crissy McNutt

Associate Director, Workforce Management

Humana

Charles Moreland

Chief Customer Experience Officer

JEA

Marianela Oreste

Head of Guest Experience & Feedback

Restaurant Brands International - Popeye's

Rey Ortega

Client Success Officer

AmplifAI

Jahnavi Potluri

Senior Technical Product Manager, Digital Transformation

Visa

Ricardo Parodi

Vice President, Customer Engagement Centers Strategy

Marriott International

Liz Powell

Vice President, Account Management

Zenarate

Shubha Rao

Director, Support Strategy, Operations & Planning

Bill Rasmussen

Contact Center Solutions Engineer, IT Network Operations

Trustmark

Sridhar Sasidharan

Associate Vice President, Customer Success & Client Services

UPS Digital

Tracy Scieszinski

Executive Director, Customer Experience

Mass General Brigham

Hannah Scott

Vice President of Deskpro Solutions

Deskpro Inc

Tamara Schroer

Vice President, Education & Development

Working Solutions

Sudhir Shandilya

Director (SSM) - Digital Strategy, Transformation, and Operations

Sanofi

Lex Sivakumar

Vice President, Growth

Regal

Ryan Smith

Director, Solutions Consulting

Zendesk

Marisa Smith

Senior Vice President, Operations Performance Enablement

Angi

TJ Stein

Head of Customer Care

IPSY

Eric Sutton

Chief CX & Design Officer

KeyBank

TJ Stein

Head of Customer Care

IPSY

Sonia Tamrakar

Assistant Director, Customer Experience

Saks OFF 5TH

Faithe Toomy

Director, Voice of the Customer & Insights

Insulet Corporation

Bill Trocano

Vice President, Sales

Liveops

Amy Triana

Division Director, Patient Access

Lee Health

Barrett Wagle

GTM Engineer

Rasa Technologies Inc

Eric Williamson

Chief Marketing Officer

CallMiner

Eugenia Zeibig

Senior Director, AI-Driven Omnichannel Engagement

Pfizer

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