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Begin planning your schedule by browsing the list of sessions and activities, filtering by pass type, track and type of session. Additional sessions will be added on an ongoing basis, so check back frequently!

Sep 29 Wednesday | 1:00 pm

Pre-Show BONUS: Successful Performance Management

Speaker: Tom Wilk  (Carnegie Mellon University)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Pre-Show BONUS: Writing to Customers? Empathy is as Important as Accuracy

Speaker: Leslie O'Flahavan  (E-WRITE)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Session

Sep 30 Thursday | 1:00 pm

Pre-Show BONUS: Predictable Success: How to Establish Metrics That (Really) Matter

Speaker: Justin Robbins  (CX Effect)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Pre-Show BONUS: The Agent Experience of the Future

Speaker: Dianne Durkin  (Loyalty Factor)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Session

Oct 06 Wednesday | 10:00 am

AI and the Future of the Customer Experience

Speaker: Jay Gorsegner  (Five9)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Video Discussion Group

Session Type: Interactive Discussion

Getting the Word Out: Promoting Contact Center Value

Speaker: Kay Phelps  (Vonage)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Video Discussion Group

Session Type: Interactive Discussion

Lessons Learned from Supporting a Remote Workforce

Speakers: Jessica Smith  (8x8), Andressa Marlan  (8x8)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Video Discussion Group

Session Type: Interactive Discussion

Oct 06 Wednesday | 11:00 am

Where Reimagined Meets Realized: Realize Results with Five9 Solutions

Speaker: Rowan Trollope  (Five9)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Keynote

Session Type: Keynote

Oct 06 Wednesday | 11:25 am

Welcome; ICMI Global Contact Center Awards Celebration

Speaker: Nate Brown  (Officium Labs)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: General Event

Session Type: General Event

Oct 06 Wednesday | 12:00 pm

Innovate the Way You Innovate: Instilling a Pervasive Culture of Innovation

Keynote: Stephen Shapiro

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Keynote

Session Type: Keynote

Oct 06 Wednesday | 12:45 pm

Genesys Cloud CX WEM in-action

Speaker: Michael Logan  (Genesys)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 06 Wednesday | 1:00 pm

Session 101: How Amica Achieved 90% Employee Engagement Scores

Speakers: Brittany Noble  (Amica Mutual Insurance), Joy Minnich  (Amica Mutual Insurance), David Burgoyne  (Amica Mutual Insurance)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Case Study

Session 102: Contact Center KPIs: Back to the Basics

Speakers: Todd Hixson  (Hulu), Linda Westendorf  (Hulu)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Case Study

Session 103: Owning Omnichannel: Empowering Agents, Optimizing Your Workforce, and Providing a Stellar Customer Experience

Moderator: Josh Streets  (Scoreboard Group)

Panelists: Mila D'Antonio  (Omdia), Scott Cravotta  (Genesys), Scott Kolman  (Five9)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Panel Discussion

Session 104: How to Recruit & Hire Employees Who Stay

Speaker: Richard Finnegan  (C-Suite Analytics)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 105: Leading the Customer Experience

Speaker: Brad Cleveland  (ICMI)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Oct 06 Wednesday | 1:45 pm

How Sharpen’s Flexible Reporting, Performance Management and Omnichannel Lead to Tangible ROI in The Contact Center

Speaker: Adam Elkins  (Sharpen Technologies)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 06 Wednesday | 2:00 pm

Session 201: Five Action Steps to a Better, More Positive Work Culture

Speaker: Catherine Mattice-Zundel  (Civility Partners)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 202: Leveraging Contact Center Metrics to Drive Transformational Culture Change

Speaker: Jeff Rumburg  (MetricNet, LLC)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 203: Work from Home 2.0: Jumpstart Your Program for Long-term, Expanded Teams at Home

Speaker: Michele Rowan  (WFHAlliance)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 204: The Changing Role of Knowledge Management in Supporting the Customer Experience

Speaker: Pete McGarahan  (First American Financial)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 205: Strategic Technology Sourcing: Finding the Right Fit

Moderator: Mark Brody  (Brohawk Solutions, LLC)

Panelists: Alan Forster  (Six Forsters, LLC), Tim Lootens  (Blackchair)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Panel Discussion

Oct 06 Wednesday | 3:00 pm

CXone Web and Mobile Engagement

Speaker: Mike Harwell  (NICE CXone)

Location: Session Page in Platform

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Solving customer problems using AI and automation

Speakers: Ben Rigby  (Talkdesk), Jay Gupta

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

The State of Self-Service 2021

Speakers: Brian Morin  (SmartAction), Helena Chen  (SmartAction)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

The clear path to better contact rates and improved customer experience

Speaker: Julianne Maila  (Hiya, Inc.)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Oct 06 Wednesday | 3:45 pm

Session 301: How Your Employees Can Feel the Love, Remotely

Speaker: Carol Marshall  (ActivEngage, Inc.)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Case Study

Session 302: Course Correction: Putting Strategy Back on Top

Speaker: Becky Roemen  (Avtex Solutions)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 303: Building a Customer Appreciation Program on a Budget

Speaker: Jenny Dempsey  (FruitStand)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 305: Data-Driven Performance Management in Your Contact Center

Speaker: Pedro Reyes  (Blackhawk)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Case Study

Oct 06 Wednesday | 4:30 pm

Re*Think WFM

Speaker: Merijn te Booij  (Genesys)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Keynote

Session Type: Keynote

Oct 06 Wednesday | 4:50 pm

Keynote Panel: Roadmap to 2025

Moderator: Brad Cleveland  (ICMI)

Panelists: Jenny Dempsey  (Apeel Sciences), Ted Stodolka  (Hallmark Cards), Eric Mackowitz  (Amica Mutual Insurance), Anne Palmerine  (UPMC Health Plan)

Emcee: Nate Brown  (Officium Labs)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Keynote

Session Type: Panel Discussion

Oct 06 Wednesday | 5:30 pm

Speed Networking: Expand Your Network!

Location: Zoom Link

Pass Type: Digital Standard Pass

Session Type: Networking

The Power of Service Happy Hour

Location: Zoom Link

Pass Type: Digital Standard Pass

Session Type: Networking

Oct 07 Thursday | 10:00 am

Meaningful Metrics for World-Class Contact Centers

Speakers: Ric Kosiba  (Sharpen), Adam Settle  (Sharpen)

Location: Zoom Link

Pass Type: Digital Standard Pass

Track: Video Discussion Group

Session Type: Interactive Discussion

Oct 07 Thursday | 10:15 am

Building a Customer-Focused Culture

Pass Type: Digital Standard Pass

Track: Video Discussion Group

Session Type: Interactive Discussion

Oct 07 Thursday | 11:15 am

Supervisor Leadership Development and Remote Coaching Best Practices

Speakers: Todd Piccuillo  (HDI/ICMI), Rebecca Gibson  (ICMI)

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 07 Thursday | 12:00 pm

Making #HybridTeams Awesome

Keynote: Hannah Ubl  (Good Company Consulting)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Keynote

Session Type: Keynote

Oct 07 Thursday | 12:45 pm

The Latest in Conversational AI Self-service for Voice + Chat

Speaker: Brian Morin  (SmartAction)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 07 Thursday | 1:00 pm

Session 401: Building Trust in a Virtual World

Speaker: Lea Brovedani  (Sagacity Consulting LLC)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 403: Just in Time Knowledge: How Self-Service Empowers Customers and Contact Centers

Speaker: John Goodman  (Customer Care Measurement & Consulting)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Case Study

Session 405: How TML Health Filled the Gap in CSAT

Speakers: Scott Murphy  (TML Health), Eileen Edwards  (TML Health)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Case Study

Oct 07 Thursday | 1:45 pm

Five9 Digital Workforce Transformation Demo: Five9 IVA, Agent Assist, and WFA

Speakers: Callan Schabella  (Five9), Erin Wilson  (Five9)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 07 Thursday | 2:00 pm

Session 501: Top 10 Must-Haves to build an Effective Support Culture

Speaker: Gina Montague  (Infinite Campus)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture

Session Type: Session

Session 502: Search and Destroy: Controlling Causes of Crazy Queues

Speaker: Andrew Gilliam  (Avtex Solutions)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 503: Mission-Driven CX

Speaker: Nate Brown  (Officium Labs)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 504: Customer Care ROI – Your Contact Center as a Competitive Weapon!

Speaker: Jeff Rumburg  (MetricNet, LLC)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Session

Session 505: Coaching the Work-From-Home Rep

Speakers: Lauren Pragoff  (Challenger), Amy Smith  (Challenger, Inc.), Tatiana Orozco  (24 Hour Home Care)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Boost Your Culture, Drive Customer Experience

Session Type: Session

Oct 07 Thursday | 2:45 pm

Supercharge Agent Performance to Enhance Your Customer Experience 

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Sponsored Session

Oct 07 Thursday | 3:00 pm

Fast track your Financial Services CX transformation

Speakers: Mike Berris  (Quicken Loans), Cory Haynes  (Talkdesk), Scott Bright  (Talkdesk)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

How Centricity Improved CSAT by 15% and Cut Callbacks by 4% Using Data

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Learn from Your Peers: How Companies are Using AI to Power their Businesses

Speaker: Kay Phelps  (Vonage)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Top 5 Trends for Better Employee Engagement

Speaker: Saramar Vallejo  (Genesys)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Solutions Spotlight

Session Type: Solutions Spotlight

Oct 07 Thursday | 4:00 pm

Session 601: Becoming a Workforce Management Humanitarian

Speaker: Dr. Debra Bentson  (Kaiser Permanente)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Session 602: Omnichannel Top Drivers of Customer Satisfaction for Customer Service

Speaker: Mark Miller  (J.D. Power)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Drive Customer Experience

Session Type: Session

Session 603: Build Your AI & Automation Roadmap

Speaker: Josh Streets  (Scoreboard Group)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 604: Do I really need a Plan?? Developing a Real Time Management Playbook

Speaker: Todd Gladden  (ICMI)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations

Session Type: Session

Session 605: Data Privacy Regulations: What You Know Could Save Your Company Millions!

Moderator: Stuart Discount  (SMD Contact Center Consulting)

Panelist: Matthew Dumiak  (CompliancePoint)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Track: Elevate Your Strategy & Leadership

Session Type: Panel Discussion

Oct 07 Thursday | 4:45 pm

Passport to Prizes Announcement

Speaker: Nate Brown  (Officium Labs)

Location: Session Page in Platform

Pass Type: Digital Standard Pass

Session Type: Session