About the Webinar
Join us for an exclusive conversation with North America's most customer-focused homebuilders—the 2026 AvidCX Award winners. This year's honorees have achieved the highest customer satisfaction scores in the industry, measured through real homeowner feedback during the critical first 90 days of ownership. But what sets these builders apart?
In this session, you'll hear directly from award-winning leaders about the operational strategies, cultural priorities, and technology solutions that helped them deliver exceptional move-in experiences and turn satisfied customers into passionate advocates.
Whether you're looking to improve your NPS scores, reduce warranty callbacks, or create a reputation that drives organic referrals, this panel will provide actionable insights drawn from verified best practices. Walk away with a roadmap for customer experience excellence that you can implement in your own organization.
Meet the Speakers
Tim Bailey
Director of Operations, Avid
Tim Bailey is Director of Operations, Avid at ECI Software Solutions, where he helps homebuilders leverage data, technology, and research to improve customer experience. With a career spanning roles in construction, sales, and executive leadership, Tim brings deep industry expertise and a passion for helping builders turn insights into action.
Jon Casper
Director of Customer Experience, Brookfield Residential Housing
Jon Casper serves as Director of Customer Experience for Brookfield Residential’s Texas Region, overseeing customer experience strategy across the Houston, Austin, and Dallas markets. He leads a customer-centric framework focused on Care, Authenticity, Quality, and Ease, driving alignment between operational excellence and homeowner satisfaction. Since joining Brookfield Residential in 2020, Jon has played a pivotal role in developing the Texas Customer Care playbook and advancing operational integration across the region’s homebuilding business. Under his leadership, Brookfield Residential Texas improved its customer experience performance from the 50th percentile to the 90th percentile between 2020 and 2024, establishing the organization as a recognized leader in homeowner satisfaction. In 2026, Brookfield Residential Texas earned the prestigious Diamond Capstone Award for Best First-Year Homeowner Experience, reflecting the team's commitment to delivering exceptional experiences throughout the homeowner journey.
Brent Hill
Sr. Director of Customer Experience, Brookfield Residential Housing
Brent Hill is the Senior Director of North American Customer Experience at Brookfield Residential where customers are the greatest source of inspiration, guiding the team with their ideas and insights. A home builder, community developer and provider of innovative land solutions, the company builds with care across major metropolitan markets in the United States and Canada, including key regions such as California, Arizona, Texas, Colorado, and the Mid-Atlantic in the U.S., as well as Alberta and Ontario in Canada. Under Brent’s leadership, Tri Pointe Homes won an Avid Cup and at Brookfield he’s led the team to recognition as the top in the U.S., being the first builder to earn the Avid CX Diamond Capstone Award for best first-year homeowner experience. With 11 years at Brookfield and more than 21 years in the construction industry, Brent leads enterprise CX strategy across North America. Brookfield Residential, founded in 1956 and part of Brookfield Corporation—a global investment firm with approximately $79B in annual revenue and $1T in assets—generates roughly $1.6B annually in revenue.
Mike Memme
Operations Manager, Mountainview Building Group
Mike Memme is the Operations Manager at Mountainview Building Group in the Niagara Region. They have been building low rise homes in the Niagara Region since 1979 and over the last ten years have branched into the midrise market as well. Mike has a Civil Engineering degree from the University of Waterloo, has been president of the Niagara Home Builders’ Association, and has been Chair of the Ontario Home Builders’ Association. Mike was previously Chair of the Ontario Home Builders’ Association Tarion Liaison committee, Building Code Committee, and Builder Developer Council, and has contributed to the development of the Tarion Construction Performance Guidelines. In his role as Chair of the Ontario Home Builders’ Association, Mike travelled the province meeting with the over 3500 builder, renovator, trade, and service industry members and worked with various Provincial Government employees, Ministers, and Ministers staffers to improve the new home construction regulatory environment and to help reduce costs and red tape in the Province of Ontario.
Ashley Miller
Franchise Owner Nelson Homes
Franchisee Ashley Miller graduated from the University of Florida with a Bachelor of Science in Building Construction. Joining the team in 2013, she placed special emphasis on learning all facets of the construction process. Throughout her tenure, she has held the roles of Customer Care Representative, Construction Manager, Purchasing Manager, and Building Company Vice President. Now as the Franchise Owner, Ashley is dedicated to honoring Derek Nelson's legacy through exquisite craftsmanship, personalized service, and customer satisfaction.
Bob Wells
VP of Construction, AR Homes Vero Beach
Bob Wells is the Vice President of Construction for AR Homes® Vero Beach (Beachland Homes Corp.) and brings more than 43 years of residential construction experience. During his 11+ years with Beachland Homes, he has held several leadership roles, including Construction Manager, Project Manager, Vice President of Operations, and now Vice President of Construction. His extensive industry experience and hands-on approach have helped deliver exceptional homes and customer experiences throughout his career.
Errol Fisher
VP of Construction, Northridge Development
After operating his own construction company for 18 years, Errol joined North Ridge as a Site Supervisor in 1997, then moved into the position of VP of Construction in 2009, and into the position of VP of Operations in 2011.
