Customer Experience Forum

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Customer Experience Forum

February 10–12, 2019 | The Biltmore | Coral Gables, Florida

Join like-minded Heads of Customer Experience for inspiration and insight, networking and learning, and proven strategies to improve your business practices.

Faculty Members Include

  • JAMIE ABERNATHY (Costco Wholesale), Director, U.S. Member Services Centers
  • MIKE BAUTCH (Universal Logistics Holdings), Chief Customer Officer
  • PHILIP BENNETT (Empire Today), Manager, Customer Service Operations
  • KRISSY BUNNER (KeHE Distributers), Director, Customer Care
  • ERIC CARLSEN (Spanx), Director, Customer Experience
  • MAURO CERATI (Bunge), Vice President, Customer Experience
  • SUBHAYU DEY (SCAN Health Plan), Director, Consumer Insights
  • MIKE DE LA CRUZ (Directly), Chief Business Officer
  • ERICH DIETZ (InMoment), Senior Vice President of Worldwide Strategic Accounts
  • MASON DYE (AARP), Director, AARPx Strategy
  • LEXI EMMONS (Bright Horizons), Senior Director, Customer Experience
  • GREGG FERNANDES (The Washington Post), Vice President, Customer Care & Logistics
  • ERIN FITZSIMMONS (Capital One), Director, Operations
  • JOE GAGNON (Sparkcentral), Chief Executive Officer
  • BEN GREENBERG (WebMD), Vice President, Product Management & User Experience
  • ROBERT HACKETT (Healthfirst), Director of Customer Experience
  • DAN HALE (Best Western Hotels & Resorts), Managing Director, Customer Care
  • PHIL HAMBURG (Root Inc.), Vice President, Strategic Growth
  • DR. CATHERINE HAVASI (Luminoso), Chief Strategy Officer and Co-Founder
  • JACQUELINE HILL (Freddie Mac), Vice President, Sales & Client Relationship Management
  • RYAN HILL (Caesars Entertainment), Director, Customer Experience
  • KAREN HOBBS (ABB Optical Group), Vice President, Customer Service
  • LYNN HOLMGREN (TE Connectivity), Vice President, Customer Experience
  • SARAH KNIGHT (Ferrellgas, Inc.), Vice President, Customer Experience
  • MELANIE LEWANDOWSKI (Northwestern Mutual), Assistant Director, Technology Service Center
  • RYAN LESTER (Bold360 by LogMeIn), Director, Product Marketing
  • PAUL LONG (UnitedHealth Group), Vice President, Enterprise Customer Experience
  • SAMANTHA MCDOUGALL (Verint), Vice President, VoC Sales & Services
  • ANDREW MCINNES (Strativity Group Inc.), Head of Client Development
  • ERIN MCMILLAN (Cox Automotive), Associate Vice President, Client Operations
  • BALA MENON (Gannett | USA TODAY NETWORK), Chief Client Officer
  • MICHELLE MUSGROVE (AARP), Vice President, Customer Experience Strategy & Governance
  • ADAM NIEMUR (Gordon Food Service), Director of Digital Experience
  • DAVID NOYLE (Colonial Penn Life Insurance Company), Senior Director, Telesales
  • JENN OYLER (FLEETCOR), Global Vice President, Customer Experience & Research
  • GEORGETTA PARISI (Aqua America), Vice President, Customer Operations & Experience
  • JENNIFER PARKER (Berkshire Hathaway Specialty Insurance), Director, Customer Experience
  • MARIUS RONGE (The Gibb River Group), President
  • MATT RESTUCCI (Groupon), Head of Global Customer Engagement & Growth
  • LACY ROHRE (Electronic Arts), Senior Manager, Communications
  • HELEN ROWAN (, Senior Vice President, Customer Experience
  • JODI SANCHEZ (Animal Supply), Vice President, Customer Experience
  • GARY SARKESIAN (Pearson), Senior Vice President, Customer Experience & Professional Services
  • BILL SCHIMIKOWSKI (Fidelity Investments), Vice President, Customer Experience
  • MARTHA SPENCER (Laureate Education, Inc), Vice President, Student Success
  • BILLIE JO TIMM (MasterBrand Cabinets, Inc.), Senior Vice President, Customer Experience
  • ANELIA VARELA (The Writer), Chief Creative Officer
  • DIANNE WALKER (First Horizon National Corporation), Director, Contact Center Banking
  • JONATHAN WALKER (Elevate), Vice President of Consumer Insights
  • VICKI WHICHARD (DentaQuest), Vice President of Customer Experience
  • TAMMI ZELM (Emtek ASSA ABLOY), Vice President, Customer Experience
  • CARLOS ZUNIGA (Cross Country Home Services), Vice President, Operations

Advisory Board

  • CRYSTAL COLLIER (Electronic Arts), Head of Strategy, Programs & Insights\
  • JIM DAVIS (Delta Airlines), Vice President, Airport Customer Service
  • PAUL LONG (UnitedHealth Group), Vice President, Enterprise Customer Experience
  • HELEN ROWAN (, Senior Vice President, Customer Experience
  • SALVADOR SALAZAR (Hertz), Chief Customer Officer
  • GARY SARKESIAN (Pearson), Senior Vice President, Professional Services & Customer Experience

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Topics For Discussion

  • Cheerleaders Or Customer Experience Leaders? Ensuring Your Customer’s Success
  • AI & Automation: Redefining Customer Experience Workflows & Processes
  • On All Fronts: Emerging Trends In The Omni-Channel Experience
  • Setting A High Bar: How Can Internal Culture Improve Customer Experience?
  • Leveraging Social Engagement To Drive Exceptional Experiences

Venue: The Biltmore

1200 Anastasia Avenue, Coral Gables, FL 33134

A 15-minute drive from Miami International Airport, the Biltmore Hotel is a National Historic Landmark.

General Sessions

Address top-of-mind issues in a conversational exchange among industry thought leaders, enabling participants to share lessons, expertise, leadership skills, and practical tools.


Engage in advanced dialogue in an informal boardroom-style setting on specific topics that are particularly suited to smaller group discussions.

Networking Meals

Participate in all meals and networking functions hosted on-site by Consero. These intimate gatherings provide countless opportunities to develop lasting business relationships.

Customized Itineraries

Meet with the most innovative service providers in the industry, one-on-one, based on your individual and departmental priorities. Our reputable partners are referred and vetted by your peers.

Heads of Customer Experience?

Request an invitation to join the upcoming event.


Best-In-Class Solution Provider?

Learn more about our partnership opportunities.


Attendees Rave About Consero

  • “In one word, Inspirational! It was excellent, delivering up to promise. High-level execs, discussions, and no Powerpoints!”
    Daan van der Mijden | Samsung
  • “Really good group of intelligent people with diverse expertise and experience.”
    Greg Dunn | Royal Bank of Scotland, RBS
  • “Excellent organization, good quality discussion, time well spent.”
    Michael Brandt | ABB Group
  • “Intellectual Platform for CX professionals at an Inspiring location.”
    Marianna Knoll | Swiss International Airlines
  • “The variety of experiences and examples was invaluable and will allow me to take actionable ideas back to my company.”
    Diane Biesecker | Ntelos Wireless
  • “Intense and usable peer discussions and relationships.”
    Alix Rizzolo | Stryker
  • “It was a terrific combination of meaningful content, networking opportunities and exposure to vendor solutions. Very well run!”
    Bob Valliere | CSAA Insurance Group
  • “A collection of great minds sharing great ideas for the greater good of our industry.”
    Darin Phillips | Bayview
  • “The Forum is professionally done – more intimate, allowing for better connections, networking and idea sharing.”
    Brittany Loui | Sling TV
  • “I enjoyed the form of panel discussions, Q+A, and KnowledgeBridge sessions. One-on-ones were good for learning about vendors. I also liked the small number of participants.”
    Kaye Carter | Associated Bank
  • “Enlightening, interesting, useful; plenty of learning and networking opportunities.”
    Guillermo Ayón | Sigue Corp
  • “A great group of industry experts willing to share their experiences and insights, knowing that we all have shared goals.”
    Paul Aldridge | Virgin Media
  • “Very intuitive and engaging experience.”
    Samantha Marks | Swimsuitsforall
  • “Excellent opportunity to network and learn.”
    Peg Raposo | PayPal

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