ICMI’s Contact Center Expo provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this conference is sure to educate and inspire you.
You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in EST.
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management Bootcamp
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Strategy and Leadership
Speaker: Brad Cleveland (ICMI)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-05: Contact Center Supervisor Fundamentals and People Management
Speaker: Wendy Fowler (Quality Service Solutions, LLC)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management Bootcamp
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Strategy and Leadership
Speaker: Brad Cleveland (ICMI)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pre-05: Contact Center Supervisor Fundamentals and People Management
Speaker: Wendy Fowler (Quality Service Solutions, LLC)
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Training
Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Pre-09: Courageous Cultures: Encourage Courage and Solve Better Problems Faster
Speaker: Karin Hurt (Lets Grow Leaders)
Pass Type: Standard + Workshop + Site Tour
Track: Elevate Your Strategy and Leadership
Session Type: Workshop
Pre-10: Alternative Thinking on CX Metrics
Speaker: Jim Tincher (Heart of the Customer)
Pass Type: Standard + Workshop + Site Tour
Track: Maximize Productivity and Operations
Session Type: Workshop
Pre-11: The Principles of Effective Contact Center Management
Speaker: Brad Cleveland (ICMI)
Pass Type: Standard + Workshop + Site Tour
Session Type: Workshop
Pre-12: Mastering the RFP Process: Strategically Procuring AI for Your Contact Center
Speaker: Steve Campbell (Team Rebus)
Pass Type: Standard + Workshop + Site Tour
Session Type: Workshop
Speaker: Nate Brown (CX Accelerator)
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Keynote
Opening KEYNOTE: State of the Industry
Speaker: Brad Cleveland (ICMI)
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Keynote
Welcome Reception and Expo Hall Open!
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Speaker: Kyle Scheele
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Keynote
Session 101: WOW Starts With You!
Speakers: Jim Thomsen (Showdown Displays), Tyris Thomas (Showdown Displays)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Case Study
Session 102: Embrace Emotional Agility and Transform Your Contact Center
Speaker: Bryant Richardson (Real Blue Sky LLC)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 103: Where Customer Experience Leaders are Seeing Success with AI
Speakers: Bala Venkataramanan (BILL), Jon Lamont (Mint Mobile), Etie Hertz (Loris.ai)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Case Study
Session 104: Thriving Post COVID Chaos: Reinventing Best Practices
Speakers: Beth Gauthier-Jenkin (Gopher Sport), Chelsey Johnson (Gopher Sport), Sarah Gibart (Gopher Sport)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Case Study
Session 105: What's Coming to the Contact Center in 2024
Speaker: Daniel Thomas (Informa)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Session
Session 106: Building World-Class Customer Service Training on a Budget
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Session 201: Zero Agents: A Case Study on Rebuilding a Contact Center
Speaker: Erin Murdock (Northern Arizona University)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations
Session Type: Case Study
Session 202: Consumer Problem Handling Is More Challenging, Intense and Delightful?
Speakers: John Goodman (Customer Care Measurement & Consulting), Terri DeMent (Nestle Purina PetCare)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Case Study
Session 203: Quality Standards in a Brave New World
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations
Session Type: Session
Session 205: From Chaos to Call Volume Patterns – Forecasting Disasters at FEMA
Speaker: Ezra Boggs (Dept of Homeland Security/FEMA)
Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Case Study
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
Session 301: House of Cards: The EX / CX Relationship
Speaker: Doug Rabold (Bold Ray Consulting)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Session
Session 302: Power through Empowering!
Speaker: Margaret Nashu (Directions Credit Union)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Case Study
Session 304: The Fab Life at Fabletics
Speaker: Damon Spurlock (TechStyle OS)
Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Case Study
Session 305: AI Promise vs. Reality of Contact Centers
Speaker: Christa Heibel (CH Consulting Group)
Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations
Session Type: Session
Awards Ceremony and Conference Party
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
KEYNOTE: Fear(less) Leadership
Speaker: Dr. Rebecca Heiss (Rebecca Heiss)
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Keynote
Speaker: Leslie Oflahavan (E-WRITE)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Speaker: Brandon Hanson (Qualtrics)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience, Elevate Your Strategy and Leadership
Session Type: Case Study
Session 403: Harnessing Contact Center Dynamics to Achieve Top Performance
Speaker: Brad Cleveland (ICMI)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Elevate Your Strategy and Leadership
Session Type: Session
Session 404: Empowering Leadership in the Digital Age
Speaker: Brandi Frazier (Empowered Teams Training)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 405: Case Studies in Successful AI and ML - A Transformation Roadmap
Speaker: Jeff Rumburg (MetricNet, LLC)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Session 406: Leveraging AI for revenue growth and cultural enhancement: Three keys
Speaker: Juanita Coley (Solid Rock Consulting)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Session
Session 501: From Silos to Synergy: A Journey in Uniting Multiple Contact Centers as One Powerhouse
Speakers: Courtnie Garteski Bergler (Mayo Clinic), Erin Layman (Mayo Clinic)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Case Study
Session 502: Cultivating Courage: Transforming Contact Center Excellence with Continuous Improvement
Speakers: Adrienne Fischer (STCU), Amanda Hauenstein (STCU)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Boost Your Culture
Session Type: Case Study
Session 503: Building a Contact Center AI Strategy
Speaker: Josh Streets (Scoreboard Group Consulting)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Session
Session 504: Quantitative Language Analytics Driving Greater Organizational Strategy and Change
Speakers: Nathan Flowers (Advantage Communications), Vanessa Hardy-Bowen (Spirit Airlines)
Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass
Track: Revolutionize the Experience, Elevate Your Strategy and Leadership
Session Type: Case Study
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
Session 601: Navigating Chaos and Cultivating Kindness: Leading WFM Teams to Operational Excellence
Speaker: Dan Smitley (2:Three Consulting)
Pass Type: Premium Conference Pass, Standard Conference Pass, Training + Standard Conference Pass
Track: Elevate Your Strategy and Leadership
Session Type: Session
Session 602: Creating a Cohesive Culture in Small Contact Centers
Speaker: Cheryl Gregware (ChoiceOne Bank)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Case Study
Session 603: Beyond Chatbots: Augment Your Support Operations With AI
Speaker: Andrea Badgley (Automattic)
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Track: Maximize Productivity and Operations
Session Type: Case Study