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Customer Experience

Customer Experience & Contact Center Virtual Roundtable

Virtual Event

November 9, 2022


The success of every company begins and ends with the customer.

Modern consumers expect more from business than ever before. Companies that ignore those expectations do so at the risk of potentially existential peril, while those that succeed may gain customers for life.

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),  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:

  • Total Experience: Bridging the Gap between Employee Experience and Customer Experience
  • Transforming your Contact Center into your Competitive Advantage



Critical Voices, Exceptional Dialogue

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

Susanna Baque

Senior Director, Global Customer Experience


Charlotte Blane

Employee Experience Solution Strategist


Leonie Brown

Head XM Scientist, Customer Care Solution


Jaci Brown

Director of Customer Excellence

Blain's Fleet & Farm

Ryan Chong

Director, Digital Support & VA (Virtual Assistants)

Rogers Communications

Cecilio Murillo

System Director, Access Innovation - Physician Enterprise

CommonSpirit Health

Bill Rasmussen

Director of Telecommunications Architecture & Engineering


Matt Woody

First Vice President & Director of Contact Center Operations

First Financial Bank

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