Contact Center Forum

Customer Experience Executive Workshop
July 25, 2018
Customer Experience Executive Roundtable
October 2, 2018
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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.


Faculty Members Include

SEE ALL FACULTY MEMBERS
  • KIM BAKKUM (Asurion), Global Head of Global Partner Strategy & Client Audit
  • WESLEE BERKE (Boxed), Vice President, Customer Service
  • JOHN WALTER BOSWELL I (Union Bank), Vice President, Call Center Technology Manager
  • DAVID BRADSHAW (ATB Financial), Vice President, Customer Care
  • GARY BRITTON (Teladoc Health), Vice President, Operations Enablement
  • KRISSY BUNNER (KeHE Distributors), Director, Customer Care
  • BRAD EHLY (Ring), Vice President, Community Support
  • JIM FARNSWORTH (SYKES), Executive Vice President
  • CASEY FELLOWS (Worldventures), Vice President of Customer Service
  • CHRIS GILLEN (Purchasing Power), Vice President, Operations
  • DENISE GRUBB (Farmers Insurance), Vice President, Service Operations
  • DIANE HARTSHORN (Verascape), Director of Business Development and Partner
  • KIMBERLY HAYES (AmWINS Group, Inc.), Senior Vice President, Operations
  • REGAN HECKETHORN (Allegiant Air), Director, Customer Care Service Center
  • JANINE HERNANDEZ (ClubMed), Manager, Human Resources
  • LYNN HOLMGREN (TE Connectivity), Vice President, Customer Experience
  • CAMILLE JENKINS (Meritage Homes), Vice President, National Customer Relations
  • MICHAEL JONES (The Home Depot), Senior Director, Customer Care
  • STEVE KAAY (CVS Caremark), Head of Member Services Global Workforce Planning Operations
  • JAMIE LANCASTER (Kroger), Vice President, Contact Center of Excellence
  • EVAN MACMILLAN (Gridspace), Chief Executive Officer and Co-Founder
  • SUE MARTIN (Newegg Inc.), Global Vice President, Customer Service
  • ANTOINETTE MCKENZIE (Instacart), Director, Customer Support
  • JUSTIN MILLER (Aaron’s Inc.), Vice President, Customer Retention
  • RICARDO PARODI (Marriott International), Vice President, Customer Engagement Centers Strategy
  • DEANA PERRIN (Groupon), Global Head of Strategic Initiatives
  • JEANINE QUINONES (Waste Management), Senior Director, Customer Experience
  • MICHAEL REPLOGLE (CustomerServ), Vice President, Operations
  • GILBERT RIOS (Dropbox), Global Lead Support Program Management
  • COURTNEY RUIZ (Caliber Home Loans), Vice President, Customer Service
  • STEPHEN SANCHEZ (Toyota/Lexus Financial Services), National Manager, Service Operations Support, Compliance & Supplier Management
  • DAVID SCHOTZ (Direct Energy), Senior Director, TeleSales Contact Centers
  • BRENDAN SLYKER (Pearson), Vice President, Customer Service
  • JESSICA SMITH (Sallie Mae), Director, Customer Care Contact Center
  • CINDY SONODA (Elavon), Vice President, Customer Service
  • COLE SIGGARD (Visionworks), Vice President, Customer Experience & Innovation
  • TED STODOLKA (Hallmark Cards), Vice President
  • DAMIAN TANENBAUM (TSYS), Senior Vice President, TMS Global Customer Experience & Contact Centers
  • SCOT THOMAS (Verascape), Chief Executive Officer
  • DAUN TUCKER (Varian Medical Systems), Senior Manager, Customer Support
  • CHRIS WARDLE (Thumbtack), Head of Global Support
  • SHANNON YEATS (WageWorks), Vice President, Participant Services
  • MAX YODER (Lessonly), Co-Founder and Chief Executive Officer
  • YARON WILF (WeWork), Vice President Customer Support, Enterprise Technology
  • STEVEN ZANNOS (Electrolux), Senior Director, Service Delivery
  • TAMMI ZELM (Emtek ASSA ABLOY), Vice President, Customer Experience

Advisory Board

  • ANTHONY BAGIO (Hawaiian Airlines), Senior Director, Customer Contacts
  • 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.

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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