Customer Experience Forum

Corporate Legal Operations Forum
February 9, 2019
Corporate Compensation & Benefits Forum
March 1, 2019

February 9–11, 2020 | Fashion Island Hotel | Newport Beach, CA

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

  • ERRON AL-ALMIN (CSAA Insurance Group), Customer Experience & Insights Executive
  • CHRIS AVELLINO (AMN Healthcare), Senior Director, Customer Service & Operations
  • DAN BALISTIERRI (Solera/LYNX), Vice President, BPO Services
  • NATALIE BURGE (NFP), Associate Vice President, Customer Experience
  • CINDY CADESTIN (Brown Brothers Harriman), Client Experience Strategy Leader
  • CELIKA CALDWELL (AARP), Vice President, Customer Experience Enablement
  • MAURO CERATI (Bunge), Vice President, Global Customer
  • ORI DUGARY (Twitter), Senior Director, Global Vendor Operations, Twitter Service
  • TANYA EARLES (Kareo), Vice President, Customer Success
  • LEXI EMMONS (Bright Horizons), Senior Director, Customer Experience
  • JOHN FARDA (Fidelity Investments), Vice President, Digital Experience
  • JIM FARNSWORTH (SYKES), Executive Vice President, Business Development
  • BRAD FISCHER (Parker Hannifin), Vice President Customer Experience & Distribution Services
  • AINSLEY FERGUSON (24/7 Intouch), Director of Sales
  • ROBERT HACKETT (Healthfirst), Director, Customer Experience
  • DARREN HOFFMAN (Coldwell Banker Real Estate), Director, Customer Experience
  • MICHAEL HOFFMAN (BNY Mellon), Innovation & Growth Strategy Leader
  • NOEL HOLMES (Indeed), Director, Voice of the Customer
  • ALIYA JANJUA (SS&C Advent Software), Director, Client Support
  • KENDRA JENKINS (Adobe), Senior Global Customer Success Program Lead
  • MELINDA KEITH (Hunter Douglas), Senior Director, Customer Support
  • BRIAN LAROCHE (CallMiner), Director, Outreach Marketing
  • MELANIE LEWANDOWSKI (Northwestern Mutual), Assistant Director, Technology Service Center
  • GARY MAGENTA (Root Inc.), Chief Change Architect
  • MICHAEL MCBRIEN (LivePerson), Vice President, Sales
  • BALA MENON (Gannett | USA TODAY NETWORK), Chief Client Officer
  • MANDY MULLER (The Honey Baked Ham Company), Head of Customer Experience
  • BRANDI OVERSTREET (T. Rowe Price), Vice President, Client Experience & Digital Transformation
  • ANNA QUACKENBUSH (Illumina), Global Head, Customer Experience
  • MITCHELL RENO (Rehmann), Principal, Director of Client Experience
  • SHAHAB RIAZI (Box), Head of Customer Experience
  • ANNA ROBERTS (Highmark Health), Lead Strategist, Enterprise Customer Experience
  • DREW SCHWARTZHOFF (C.H. Robinson), Vice President, Marketing & Customer Experience
  • CHINTAN SHAH (Uber), Head of Eats Mobile Platform
  • BILL STAIKOS (Freddie Mac), Head of Customer Experience
  • CHRIS STARK (Topbox), Vice President, Solutions Engineering
  • SANDRA STOREY (Union Bank), Vice President, Voice of Customer Implementation and Improvement Manager
  • JENNIFER SUN (Adobe), Head of Voice of Customer
  • BILLIE JO TIMM (Masterbrand Cabinets), Senior Vice President, Customer Experience
  • LAUREN VAN NOSTRAND (Berkshire Hathaway Specialty Insurance), Director, Customer Experience at Berxi
  • MURALI VISHNUVAJHALA (Nissan), Global Head of Customer Experience Business Engagement
  • DAVID WARNER (U.S. Bank), Project Manager, Customer Experience
  • CAMERON WEEKS (Edify), Chief Executive Officer
  • MAX YODER (Lessonly), Chief Executive Officer
  • TAMMI ZELM (Emtek ASSA ABLOY), Vice President, Customer Experience

Advisory Board

  • MAURO CERATI (Bunge), Vice President, Global Customer
  • JILL COSTA (U.S. Bank), Vice President, Customer Experience
  • ORI DUGARY (Twitter), Senior Director, Global Vendor Operations, Twitter Service
  • PAUL LONG (UnitedHealth Group), Vice President, Enterprise Customer Experience
  • HELEN ROWAN (, Chief Customer Officer
  • SALVADOR SALAZAR (Hertz), Chief Customer Officer
  • BILLIE JO TIMM (Masterbrand Cabinets), Senior Vice President, Customer Experience

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Topics For Discussion

  • Brand Experience: Cultivating A Relationship With Your Brand
  • On The Right Track: Mapping Your Customer’s Journey
  • Leveraging Social Engagement To Drive Exceptional Experiences
  • AI & Automation: Machine-Human Partnerships
  • Capturing & Using The Voice Of The Customer

Venue: Fashion Island Hotel

690 Newport Center Drive, Newport Beach, CA 92660

This award-winning venue is less than 6 miles from John Wayne Airport.


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 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

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

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