Consero’s Customer Experience Forum to Discuss New Strategies on Digital Transformation, Voice of the Customer, and ROI of Great Customer Experience

Bethesda, MD (Jan. 12, 2017) — Consero Group, an international leader in hosting high-level, invitation-only events for senior executives, announced today that it will hold its annual Customer Experience Forum from March 12–14, 2017, at the Langham Huntington in Pasadena, California. This forum will address the latest changes to modern customer experience management, as well as methods to measure return on investment in a robust customer experience platform.

“Consero’s 2017 Customer Experience Forum will focus on growing challenges and new opportunities within the customer experience field and explore the latest techniques for capturing the voice of the consumer,” said Paul Mandell, Co-Founder & CEO of Consero. “The intimate and senior-level format of the program will provide CX leaders with a unique opportunity to exchange valuable ideas and discuss emerging trends within their industry.”

Featured speakers include, among others: Dondi Edwards, Vice President of Customer Experience of Wells Fargo; Jim Davis, Vice President of Airport Customer Service of Delta Airlines; and Jamie Abernathy, General Manager of Customer Service Center of Costco Wholesale.

Additional topics will include:

  • Internal Culture & Customer Experience: This session will focus on how to measure the effectiveness of a company’s CX culture, empowering middle management as ambassadors, and maintaining a customer-centered culture.
  • Creating Memorable Customer Experiences: Participants will examine processes that drive customer experience, how to elicit emotional responses from customers, and how to leverage personal connections to increase satisfaction and customer lifetime value.
  • Omni-Channel Experience & Emerging Trends: This discussion will address what consistency in CX means, which omni-channel efforts are creating value, and how to identify and mitigate internal breakdowns.

About Consero Group:

Founded in 2010, Consero Group is an international leader in creating function-specific events for senior-level executives in industries that include Legal, Compliance, Brand Protection, Customer Experience, HR and Procurement, among others. Based in Bethesda, Maryland, Consero is best known for transforming the executive experience through intimate, invitation-only programs in a sophisticated learning environment with high-level content. For more information on Consero, please visit