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Customer Experience

Customer Experience & Contact Center Forum

Chicago, IL

March 20–22, 2022

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.

Topics for discussion include:

  • Aligning Your Executive Team Around the Customer Experience Imperative
  • Multiexperience: Bringing Employees and Customers Together
  • CX Boardroom: The State of the Industry
  • The Shift from Reactive to Proactive Customer Care
  • Key Steps to Developing Emotional Loyalty
  • Best Practices in Preventing Self-Service Abandonment
  • The Shift to Messaging and Third-Party Apps
  • CX Town Hall: Simple Ideas, Powerful Results
  • The Future of Remote Customer Service & Support
  • Personalization and VOC Innovation

Customer Experience Track

  • An Integrated Real-Time Approach To CX
  • Enabling Agility and Continuous Innovation to Keep Pace with Evolving Customer Needs
  • Leveraging Artificial Intelligence (AI) to Supercharge Customer Experience
  • Data-Driven Customer Experience: Delivering Value and Building Trust
  • The Role of Digital in Turning Customer Service into a Profit Center
  • Maximizing Customer Acquisition and Retention Rates

Contact Center Track

  • Driving Digital Transformation to Modernize Your Contact Center
  • Evolving Your Contact Center with L&D and Quality Assurance
  • Building a World-Class Outsourced Contact Center
  • Improving Contact Center QA and CSAT Scores

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.

April Sealy

Senior Vice President, Operations

Elevate

Matt Woody

First Vice President & Director of Contact Center Operations

First Financial Bank

Michelle Buretta

Director, Worldwide Customer Experience-Infrastructure Solutions Group

Lenovo

Mason Dye

Director, Customer Experience Strategy

AARP

Nicole Sult

Vice President, Customer Experience

Lippert

TraQuenna Branch

Associate Vice President, Enterprise Scheduling & Ambulatory Contact Center

Memorial Hermann Health System

Kimberly Green

Global Head of Customer Engagement and Organizational Readiness

Merck

Ed Ariel

Vice President of Customer Service

ReserveBar

Stacy Sherman

Head of Customer Experience & Employee Engagement - North America

Schindler Elevator Corporation

Tatiana Perez

Strategy & Operations Director, Contact Center

ADP

Ted Stodolka

Vice President, Diversity & Inclusion + Care

Hallmark Cards

Tim Spencer

Senior Vice President and General Manager, Service Operations

BUNN

Jasmyn Haas

Vice President, Customer & Employee Experience

Flume, Inc.

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