Contact Center Forum

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Contact Center Forum

September 22–24, 2019 | The Wigwam Resort | Phoenix, AZ

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


Advisory Board

  • MARYANN CAMACHO (Quest Diagnostics), Executive Director, National Customer Services
  • JUDY FORD (VENUS Fashion Inc.), Vice President, Customer Experience
  • DENISE GRUBB (Farmers Insurance), Head of Specialty Service Operations
  • KIMBERLY HAYES (AmWINS Group, Inc.), Senior Vice President, Operations
  • JAMIE LANCASTER (Kroger), Vice President, Contact Center of Excellence
  • JAKE PETERSEN (MoviePass), Senior Vice President, Operations
  • CHRIS SPITLER (TIAA), Senior Director, Engagement & Experience Design
  • SHANNON YEATS (WageWorks), Vice President, Participant Services

Download Full Agenda

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Topics For Discussion

  • How Does Corporate Culture Affect Customer Experience?
  • The Evolving Customer: VoC & Your Contact Center
  • Metrics & Data: The ROI Of A Great Contact Center
  • HR In The Contact Center: Recruiting, Onboarding & Management
  • Contact Center Trends & Innovations: Thinking Through 2020 & Beyond

Venue: The Wigwam Resort

300 East Wigwam Boulevard, Phoenix, AZ 85340

Established in 1929, this adobe-and-timber resort set on 16,000 acres is 4 miles from I-10 and 17 miles from Skyline Regional Park.

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.

KnowledgeBridges™

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.

Head of Contact Center?

Request an invitation to join the upcoming event.


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Best-In-Class Solution Provider?

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Attendees Rave About Consero

  • “Very good experience and would strongly recommend for new and experienced leaders.”
    Irene Ferro | Simply Healthcare Plans
  • “The Consero Forum is an engaging, edifying experience in an intimate setting.”
    Jonathan Chalker | Purchasing Power LLC
  • “Great week, tremendous networking and learning opportunities and a great amount of knowledge!”
    Clint Olsen | Stryker
  • “Very interactive and good peer discussion.”
    Bill Shepherd | Gru
  • “This is so far the best I have attended. Small with high level of experience and talent.”
    Berto Fernandez | Road America
  • “Intimate enough to be able to meet the majority of attendees but large enough to include diverse content, careers, and experiences.”
    Bill Leinweber | School Specialty
  • “A great use of my time, and very informative. I’m always able to take-away 3-4 things I can use immediately.”
    Anthony Gwirtz | CSAA IG
  • “Very informative. Enjoyed the knowledge sharing.”
    Tavares Taylor | The Hartford
  • “Other conferences are like a high school dance. This is more of an intimate walk on the beach.”
    Kelly Coston | NTTA

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