Contact Center Forum

Corporate Compliance & Ethics Forum
September 22, 2018
Corporate Legal Operations Executive Roundtable
September 25, 2018

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

  • 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
  • BRIAN CLANCY (AARP), Manager, Learning & Performance Improvement
  • LAUREN DESOIZA (Hubspot), Head of North American Customer Support
  • BRAD EHLY (Ring), Vice President, Community Support
  • JIM FARNSWORTH (SYKES), Executive Vice President
  • CASEY FELLOWS (Worldventures), Vice President of Customer Service
  • JOE GAGNON (Sparkcentral), Chief Executive Officer
  • 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
  • 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
  • ROGER LEE (Gridspace), Director, Customer Success
  • SARA LEVINSON (LivePerson), Strategic Account Director
  • TOM LEWIS (Redfin), Director, Support Operations
  • SUE MARTIN (Newegg Inc.), Global Vice President, Customer Service
  • CHRISTIAN MCCONNELL (Tractor Supply Company), Director, Customer Solutions Center
  • ANTOINETTE MCKENZIE (Instacart), Director, Customer Support
  • 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
  • SEAN ROBERTSON (24-7 Intouch), Director, Sales
  • COURTNEY RUIZ (Caliber Home Loans), Vice President, Customer Service
  • JEFF SAEGNER (Helpshift), Vice President of Customer Success
  • STEPHEN SANCHEZ (Toyota/Lexus Financial Services), National Manager, Service Operations Support, Compliance & Supplier Management
  • LIBBA SAPITSKY (CVS Health), Head of Customer Service & Operations
  • IAN SCHMEHL (AT&T), Vice President, Sales & Service
  • DAVID SCHOTZ (Direct Energy), Senior Director, TeleSales Contact Centers
  • KURT SCHROEDER (Avtex), Chief Experience Officer
  • BRENDAN SLYKER (Pearson), Vice President, Customer Service
  • JESSICA SMITH (Sallie Mae), Director, Customer Care Contact Center
  • CINDY SONODA (Elavon), Vice President, Customer Service
  • TED STODOLKA (Hallmark Cards), Vice President, Customer Care
  • SCOT THOMAS (Verascape), Chief Executive Officer
  • YARON WILF (WeWork), Vice President Customer Support, Enterprise Technology
  • TONY WON (Epic Games), Director, Player Support
  • SHANNON YEATS (Progress Residential), Senior Vice President, Contact Center
  • MAX YODER (Lessonly), Co-Founder and Chief Executive Officer
  • STEVEN ZANNOS (Electrolux), Senior Director, Service Delivery

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 (Progress Residential), Senior Vice President, Contact Center

Download Full Agenda

Complete the form below to download the agenda.

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.


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.


Best-In-Class Solution Provider?

Learn more about our partnership opportunities.


Attendees Rave About Consero

  • Irene Ferro | Simply Healthcare Plans
    “Very good experience and would strongly recommend for new and experienced leaders.”
    Irene Ferro | Simply Healthcare Plans
  • Jonathan Chalker | Purchasing Power LLC
    “The Consero Forum is an engaging, edifying experience in an intimate setting.”
    Jonathan Chalker | Purchasing Power LLC
  • Clint Olsen | Stryker
    “Great week, tremendous networking and learning opportunities and a great amount of knowledge!”
    Clint Olsen | Stryker
  • Bill Shepherd | Gru
    “Very interactive and good peer discussion.”
    Bill Shepherd | Gru
  • Berto Fernandez | Road America
    “This is so far the best I have attended. Small with high level of experience and talent.”
    Berto Fernandez | Road America
  • Bill Leinweber | School Specialty
    “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
  • Anthony Gwirtz | CSAA IG
    “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
  • Tavares Taylor | The Hartford
    “Very informative. Enjoyed the knowledge sharing.”
    Tavares Taylor | The Hartford
  • Kelly Coston | NTTA
    “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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