Join Us In Austin — Save The Date!
From customer acquisition to loyalty, Transform’23 will explore customer feedback and help you uncover blind spots in your business.
Marketers and Customer Experience professionals need help now, more than ever, in understanding customer feedback from acquisition to loyalty. This is exactly what you’ll learn at Transform’23 alongside industry experts from top-tier brands. The event will be hosted at the Fairmont Austin, a Forbes Travel Guide Four-Star property in the heart of downtown Austin.
Last Years Transform'22 North America Conference Speakers
Mark Chaffin started at MMNA in 2007 as the Director of Parts Operations where he successfully helped grow sales and improve operational efficiency in the business unit. In 2013 he was promoted to Vice President of Fixed Operations responsible for the reputation, efficiency and profitability of the Parts and Service department. Prior to joining MMNA, Mark worked for Mazda North America and Kia Motors America.
Enterprise Senior Vice President, Chief Marketing and Communications Officer | Chief Managed Health Executive<br/> Atrium <br/> <br/> J. Michael Parkerson, MBA, is chief managed health executive and senior vice president and chief marketing and communications officer for Atrium Health, a nationally leading, non-profit health system with nearly 70,000 teammates serving patients at 37 hospitals and more than 1,350 care locations across the Carolinas and Georgia. Parkerson joined Atrium Health in May 2019 and leads the branding, reputation, consumer engagement, awareness and growth efforts that support the comprehensive marketing and communications strategy of the organization and consumer experience arm of Atrium Health. <br/> <br/> In addition to his current oversight of marketing and communications, Parkerson’s role as chief managed health executive includes overseeing and maintaining relationships and agreements with insurance companies and health plans, evaluating and advancing market opportunities with individual, employer group, Medicare and Medicaid health plans and leading the assessment and direction of existing and new products and services with insurance companies, health plans and government programs to serve individuals, families and employees.
Chief Revenue Officer<br>ReBath<br><br>Sharon Villegas is the Chief Revenue Officer at Re-Bath, overseeing all marketing, national accounts, and sales. Since joining the company 3 years ago, Sharon has helped increase brand awareness by 44%, and revenue by 70%. Her successful development and management of a national partnership with Lowe’s placed Re-Bath services in more than 1,300 stores nationwide since the program’s launch in January 2020. Amid this significant growth under Sharon’s leadership, Re-Bath has not only maintained, but proudly grown in customer satisfaction from 4.5 to 4.7.
Chief Marketing Officer<br>Pearle Vision<br><br>Doug Zarkin joined Essilor Luxottica as their Vice President & Chief Marketing Officer for Pearle Vision in 2012 where he is currently responsible for their +$600 million/+550 locations global optical franchise business. His work at Pearle Vision leading the transformation of the brand has helped to propel it atop Entrepreneur Magazine Top 500 Franchise Brand list and solidified its rank among the Top 10 most profitable franchise brands alongside mega brands McDonald’s and Dunkin’.
Deborah Fullerton leads the strategy for branding, marketing, internal & external communications, community engagement and consumerism for a $4.34B system serving more than 1.2M unique patients annually. Deborahs team's consumers have easy access & frictionless experiences by using consumer insights to build a consumer focus among the staff & in services/processes. Deborah leads digital innovation for consumer prospects, existing patients & internal staff.
Senior Vice President, Marketing & Customer Engagement<br>Bozzuto<br><br>As Senior Vice President of Marketing & Customer Engagement for Bozzuto, Kelley provides a customer-centric approach to marketing strategy and leadership for Bozzuto’s entire portfolio of managed communities. Joining Bozzuto in 2013, Kelley brings 25 years of diverse marketing and brand management experience. From managing and launching products at Sara Lee Bakery and Equal Sweetener, to leading global marketing strategies across online travel sites, and developing and managing strategic partnerships at Marriott International, Kelley’s broad experience has helped her achieve some notable successes including being named Marketer of the Year by the National Association of Home Builders (NAHB) Multifamily Pillars of the Industry Awards, and a 2021 GlobeSt. Woman of Influence. Prior to her marketing career, Kelley spent several years working in accounting and obtained her license as a Certified Public Accountant. Kelley has an MBA from the University of Michigan and a B.S. in Accounting from the University of Maryland.
Vice President, Customer Experience<br/>Holman Automotive <br/><br/>Chad Jernberg is Vice President of Customer Experience at Holman Automotive, one of the largest privately owned dealership groups in the United States. He leads initiatives to modernize the sales and service experiences across all channels, reduce customer effort and drive revenue growth. With an extensive background in hospitality and digital engagement, Chad brings a unique perspective to the automotive industry. He partners with Holman’s dealership teams across the country to turn customer insights into actionable improvements that build loyalty and win new business.
VP of Marketing & Sales<br>Storage Asset Management<br><br>As VP of Marketing/Sales, Melissa is responsible for the direction of marketing and business development for Storage Asset Management, Inc. and it's over 300 managed self-storage facilities. Melissa holds a Bachelor of Arts degree in Business Administration with concentrations in International and Marketing, with Minors in Economics/Spanish from Lycoming College and has an MBA from Elizabethtown College.
Senior Director of Enterprise Business Development - Cars.com<br><br>Ron leads Enterprise Partnerships and Client Strategy at Dealer Inspire with some of the largest auto groups in the US. He has spent his entire career in automotive, bringing a millennial's perspective to both the marketing and retail side of dealership operations. What started as an opportunity to help a Ford dealership manage their website and digital footprint, grew into overseeing all Marketing and eCommerce operations for multiple dealer groups in the Midwest. Ron joined Dealer Inspire in 2016 to share his hands-on industry expertise and passion for helping automotive retailers future-proof operations and enhance their digital marketing efforts. Outside of work, Ron manages a wine blog with his wife and enjoys golfing, traveling, and chasing around their dog, Rogue, who lives up to her name.
Managing Director, U.S. Strategic Property Marketing<br/> Greystar<br/><br/> Greg oversees the Greystar U.S. strategic property marketing teams responsible for standards of excellence in property marketing operations, marketing innovation, marketing performance, marketing supplier partnerships, and marketing education. Greg is a member of the Zillow Multifamily Advisory Board and the Reputation Executive Advisory Board. He is the chair of the NMHC Marketing Committee and is a frequent speaker at industry events.
National Director, Customer Experience and Digital Platforms<br>Nissan<br><br>Colleen Boldon is a leader with 10-plus years of success in planning and executing complex, enterprise-wide, digital marketing projects for Nissan North America, INFINITI of Americas, General Motors of Canada, and Nestlé Canada. She is passionate about delivering a customer experience, which thrills people at every turn. Boldon holds a Bachelor of Arts in Political Science from the University of New Brunswick, Canada, a Diploma in Digital Communications from the New Brunswick Community College, and a certificate in Advance Strategic Project Management Practices from Villanova University, New York. She has been a Project Management Professional (PMP), since 2007.
Director of Customer Experience<br>The Dinerstein Companies<br><br>Joslin is the Director of Customer Experience at The Dinerstein Companies, one of the nation’s largest developers of multi-family and student housing communities. She is responsible for enhancing and evolving the customer experience journey through every touch point and believes that you must know your customer to not only survive but thrive. This has inspired her since the start of her career in multifamily 12 years ago, where she learned the value of dedication through exceptional customer service and authentic care. While holding a supporting and training role, her entire career has been in innovating, strategizing, and executing measurable ways to drive revenue and exceed customer expectations. She has successfully applied this strategy and through online reputation earned The Dinerstein Companies the title of Top Student Housing 3 years (2018, 2019, 2020) in a row based on online reputation The Top 100 Properties and the Top 10 Management Companies for Student Housing Based on ORA | Multifamily Executive Magazine.
Director of CX & Training<br/> INFINITI <br/><br/>As Director of CX & Training for INFINITI Americas, Matt is responsible for client experience excellence and transformational initiatives to ensure INFINITI continues to be a leader in CX in the automotive space. Matt has a bachelor’s degree from Indiana University and an MBA from Xavier University.
Customer Experience Manager<br>PeakMade Real Estate<br><br>Michele Bettinazzi started in the student housing business as an on-campus Resident Assistant in 2005 while attending The University of Texas Pan American – graduating with a degree in Philosophy. The student experience and the services provided by the industry resonated with her and she quickly became passionate about doing her part to make the student housing industry a great place for students. She joined PeakMade Real Estate in February of 2008 and has served in many roles – from Leasing Consultant to Property Manager, to a member of the Corporate Marketing Team. In her role as Customer Experience Manager, she has built a program focusing on strategically making the Customer Experience a great one by gaining customer knowledge that influences business decisions and ultimately results in better marketing, sales and leasing efforts. Michele is Texas-based, is happily married with a 6-year old daughter and a beagle, loves the performing arts, and can whip up a great Texas-sized meal at a moment’s notice because she loves cooking in her spare time.
Manages the Online Reputation and Websites <br/>Cortland <br/> <br/> Braxton Bodenhamer manages the online reputation and websites for Cortland’s 180+ communities. Since 2017, he has taken Cortland’s reputation to one of the best in the multifamily industry. Cortland was named #1 in online reputation by Reputation’s Reputation X score in 2020 and was 3rd in regards to ORA.
Senior Global Marketing Associate<br>Stryker<br><br>Anna is a University of Michigan graduate that works as a product manager for stroke devices at Stryker Neurovascular. In this role she is responsible for global product development, launch, and strategy. She has also been leading the development of social listening through partnering with Nuvi, now Reputation.
National Marketing Manager<br>Greystar<br><br>Becca is a National Marketing Manager for Greystar. She oversees the social media platform and standards that are utilized for 1,800+ communities across the US. Greystar began working with Reputation.com in 2013 for review management. Greystar has since adopted other products, such as social, in the platform for communities to utilize. Greystar manages an average of 13,000 reviews a month and generates over 150,000 public reviews annually.
National Strategic Marketing Manager<br>QuadReal<br><br>A career marketer, Robert joined QuadReal Residential in 2017 for his MBA Co-Op, where he quickly fell in love with multifamily and has since become the National Strategic Marketing Manager. During his tenure with QuadReal, Robert has initiated several core projects in the areas of SEO, marketing analytics, reputation management, and more. When he’s not hard at work, he’s usually playing dinosaurs or trucks with his 2-year-old son
Director of Digital Consumer Experience <br>Advocate<br><br> As the Director of Digital Consumer Experience, Michael leads Advocate Aurora Health’s enhanced scheduling program focused on making the consumer/patient experience more personalized, accessible, and easier to navigate. Michael’s team built and launched a custom online scheduling tool making it a simplified experience. He is also responsible for find a doctor and find a location which includes nearly 20K of provider profiles and 3K sites of care. Michael has over 20 years of experience in the healthcare industry and as web application developer.
Director of Marketing and Communications <br/> Yuma Regional Medical Center <br/> Shay Andres, director of marketing at Yuma Regional Medical Center, is a marketing and communications leader with more than 16 years of non-profit health care experience. She leads a small dynamic team, overseeing organizational brand management, strategic marketing, communications, media relations and community outreach. Shay understands the true value of divisional partnerships and collaboration to solve problems while keeping organizational goal alignment as a primary focus. She strives to create an environment that fosters trust, creativity and growth. Shay earned a Bachelor of Arts in Communications, focus in Public Relations with a dual minor in Marketing and Management
Sr. Director, Customer Experience Strategy and Insight <br/> Banner Health <br/> Valerie Monet is the Senior Director, Customer Experience Strategy and Insight for Banner Health. Banner is one of the largest health systems in the U.S., providing a broad range of healthcare and related services across Arizona, Colorado, Wyoming, Nebraska, Nevada, and California. She is responsible for guiding the customer experience (CX) strategy for Banner Health, transforming patient experience through insight-driven operational improvements and the elimination of customer friction points. Valerie’s career in Voice of the Customer experience transformation spans more than two decades, including thirteen years at J.D. Power where she worked with the top-performing consumer-oriented companies in the U.S. and Canada across multiple industries—healthcare, financial services, insurance, and automotive. Valerie is a highly rated public speaker—recent engagements include HIMSS, HFMA, Health Datapalooza, National Health Care Ratings Summit, and dotBlue—and a trusted adviser to clients who is passionate about helping organizations deliver top tier customer experiences.
Digital Marketing Consultant <br/> Award-winning digital marketing consultant, Mary Cate Spires is the leading expert on using data and research to improve marketing ROI. While in college, she was introduced to the world of digital marketing through an internship with KeelySaye.com. With an aptitude for strategy and analytics, Mary Cate quickly fell in love with digital marketing and was promoted to inbound marketing specialist. She has since has embraced the lessons she learned to forge her own reputation as a digital marketing expert.
VP of Customer Experience <br/> Chris Hodges is a vice president leading J.D. Power’s Customer Experience Solutions practice. He has a 24-year track record for leading complex, large-scale, omni-channel initiatives integrating eCommerce, marketing, branding, social media, mobile, digital, product management and other strategies to elevate customer experience and enable business strategies. His focus is on driving top-line revenue growth and increasing operational efficiencies with effectively executed customer and employee experience strategies.