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Schedule

ICMI's Contact Center Expo provides inspirational sessions that matter to you, with high-quality keynotes, 1-on-1 time with exhibitors, and multiple ways to connect with the contact center community.

Check back frequently, information added daily!

Click on session titles for full session descriptions. All times noted are in EST.

Oct 16 Monday | 7:00 am

Networking Breakfast

Location: Promenade Deck

Pass Type: Training + Standard Conference Pass, Training Only Pass

Session Type: Event Experience

Registration and Information: Pre-Conference Training Only

Location: Pacifica Pre-Function West

Pass Type: Training + Standard Conference Pass, Training Only Pass

Session Type: Registration

Oct 16 Monday | 8:00 am

Pre-1: Contact Center Management Bootcamp

Speaker: Brad Cleveland  (ICMI)

Location: South China Sea

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations

Session Type: Training

Pre-2: Contact Center Strategy and Leadership

Speaker: Laura Grimes  (Harrington Consulting)

Location: Hibiscus 1

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Elevate Your Strategy and Leadership

Session Type: Training

Pre-3: Foundations in Contact Center Metrics

Speaker: Doug Tedder  (Tedder Consulting LLC)

Location: Hibiscus 2

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations

Session Type: Training

Pre-4: Artificial Intelligence in the Contact Center

Speaker: Josh Streets  (The Scoreboard Group)

Location: Timor 1

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Training

Pre-5: Contact Center Fundamentals and People Management for Supervisors

Speaker: Wendy Fowler  (Quality Service Solutions, LLC)

Location: Timor 2

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Training

Oct 16 Monday | 12:00 pm

Networking Lunch

Location: Promenade Deck

Pass Type: Training + Standard Conference Pass, Training Only Pass

Session Type: Event Experience

Oct 17 Tuesday | 7:00 am

Networking Breakfast

Location: Promenade Deck

Pass Type: Training + Standard Conference Pass, Premium Pass, Training Only Pass

Session Type: Event Experience

Registration and Information: All Attendees

Location: Pacifica Pre-Function West

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Training Only Pass, Expo Hall Only Pass

Session Type: Registration

Oct 17 Tuesday | 8:00 am

Pre-1: Contact Center Management Bootcamp

Speaker: Brad Cleveland  (ICMI)

Location: South China Sea

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations

Session Type: Training

Pre-2: Contact Center Strategy and Leadership

Speaker: Laura Grimes  (Harrington Consulting)

Location: Hibiscus 1

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Elevate Your Strategy and Leadership

Session Type: Training

Pre-3: Foundations in Contact Center Metrics

Speaker: Doug Tedder  (Tedder Consulting LLC)

Location: Hibiscus 2

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations

Session Type: Training

Pre-4: Artificial Intelligence in the Contact Center

Speaker: Josh Streets  (The Scoreboard Group)

Location: Timor 1

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Training

Pre-5: Contact Center Fundamentals and People Management for Supervisors

Speaker: Wendy Fowler  (Quality Service Solutions, LLC)

Location: Timor 2

Pass Type: Training + Standard Conference Pass, Training Only Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Training

Pre-6: Walt Disney World

Pass Type: Premium Pass

Session Type: Site Tour

Pre-7: Lighthouse Works

Pass Type: Premium Pass

Session Type: Site Tour

Pre-8: Orlando City SC

Pass Type: Premium Pass

Session Type: Site Tour

Oct 17 Tuesday | 11:30 am

Networking Lunch

Location: Promenade Deck

Pass Type: Training + Standard Conference Pass, Premium Pass, Training Only Pass

Session Type: Event Experience

Oct 17 Tuesday | 12:30 pm

Pre-12: AI for the Contact Center: Navigating the Path to Success

Speaker: Steve Campbell  (Team Rebus)

Location: Coral Sea 1

Pass Type: Premium Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Workshop

Pre-13: WFM for the Contact Center: Superior Scheduling and Forecasting for the Modern Agent

Speaker: Juanita Coley  (Solid Rock Consulting)

Location: Coral Sea 2

Pass Type: Premium Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Workshop

Pre-14: How to Choose Your Best-Fit CX Vendor

Speaker: Skip Picciano  (ECX)

Location: Java Sea 1

Pass Type: Premium Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Workshop

Pre-15: Charting New Paths: The Challenges and Opportunities for Crisis Centers

Speakers: Todd Piccuillo  (ICMI), Tim McElgunn  (ICMI)

Location: Java Sea 2

Pass Type: Premium Pass

Track: Elevate Your Strategy and Leadership

Session Type: Workshop

Oct 17 Tuesday | 4:00 pm

Keynote: Your Future in the Contact Center

Speaker: Brad Cleveland  (ICMI)

Location: Oceana Grand Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Keynote

Oct 17 Tuesday | 5:00 pm

Welcome Reception in the Expo Hall

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Event Experience

Oct 17 Tuesday | 6:00 pm

On-Demand Excellence: Gig Economy Solutions for Contact Centers

Speaker: Tyler Ashby  (Agents Only)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 18 Wednesday | 7:00 am

Registration and Information

Location: Pacifica Pre-Function West

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Registration

Oct 18 Wednesday | 7:30 am

Networking Breakfast

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Event Experience

Oct 18 Wednesday | 8:30 am

Keynote: Accelerating into the Exponential Age: Are You Ready for Liftoff?

Speaker: Andy Traba  (NICE)

Location: Oceana Grand Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Keynote

Keynote: UNSTOPPABLE

Speaker: Alex Weber  (Alex Weber)

Location: Oceana Grand Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Keynote

Oct 18 Wednesday | 10:00 am

Book Signing feat. Alex Weber: Fail Proof: Become the Unstoppable You

Speaker: Alex Weber  (Alex Weber)

Location: Pacifica Pre-Function West

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Event Experience

Oct 18 Wednesday | 10:15 am

Session 101: Keeping It Lit: Waving Goodbye to Contact Center Burnout

Speakers: Nina Olivas  (County of San Diego), Yenissa Salgado  (County of San Diego)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Case Study

Session 102: Buy-in Bliss: The Empathetic Approach to Stakeholder Analysis

Speaker: Dave Seaton  (Seaton CX)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Boost Your Culture

Session Type: Session

Session 103: How to Turn Your WFM Team Into a Strategic Asset

Speaker: Dan Smitley  (Call Design)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

Session 104: A Voice of Customer Engine That Actually Moves

Speaker: Nate Brown  (CX Accelerator)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Session 105: Employee Engagement: A Manager's Manifesto for Supervisor Development in 5 Suggestions

Speaker: Laura Grimes  (Harrington Consulting)

Location: Timor 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Session 106: WOW Starts with YOU

Speakers: Jim Thomsen  (Showdown Displays), Darlene Unger  (Showdown Displays)

Location: Coral Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Maximize Productivity and Operations

Session Type: Case Study

Oct 18 Wednesday | 11:30 am

Session 201: Practical Ways to Maximize CX Impact with Heart & Science

Speaker: Stacy Sherman  (DoingCXRight®‬)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Session 202: The Future Is Here: Strategic Insights for Contact Center Leaders in the Age of Generative AI

Speaker: Steve Campbell  (Team Rebus)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Session 203: A Tale of Debt, COVID-19, and Cyberattacks

Speaker: Dara Kiernan  (KPI Consulting Ireland)

Location: Coral Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Case Study

Session 204: Flexible Scheduling: The Talent War Weapon

Speakers: Michele Rowan  (Work From Home Alliance), Todd Hixson  (Hulu/Disney)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Case Study

Session 205: How Successful Companies Build Top-Tier Contact Center Staff

Speaker: Robin Gareiss  (Metrigy)

Location: Timor 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Session 206: AI in CX: The Realities, the Risks, and the Hype

Speaker: Simon Kriss  (CXII)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Session

Oct 18 Wednesday | 12:00 pm

Explore the Expo Hall!

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Event Experience

Oct 18 Wednesday | 12:30 pm

Networking Lunch

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Event Experience

Oct 18 Wednesday | 12:45 pm

Envision, Illuminate, Empower: Lighthouse Works Brings Hope by Transforming Work

Speaker: Kyle Johnson  (Lighthouse Central Florida)

Location: Hibiscus 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

GPT-Powered AI Agents and Agent Assist: Keys to Success & Mistakes to Avoid

Speaker: Derek Roberti  (Cognigy)

Location: Hibiscus 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

Paving the Way for Automation and AI

Speakers: Thomas Rocharz  (Cape Air), Jessica Smith  (8x8)

Location: South China Sea

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

Oct 18 Wednesday | 2:00 pm

Multiplayer Mode!: A Day in the Life of 8x8 Contact Center Through the Eyes of Your Customer, Agent, and Supervisors!

Speaker: Alton Harewood  (8x8)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 18 Wednesday | 2:30 pm

Three Key Ingredients to Award-Winning CX

Speaker: Christie Fitzgerald  (Sprinklr)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 18 Wednesday | 3:00 pm

How to Use ChatGPT and Messengers

Speakers: Andrew Huang  (Bright Pattern), Jonathan Kitts  (Bright Pattern)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 18 Wednesday | 3:30 pm

Discover How AI Can Drive Better Employee Experience and Improve Engagement

Speakers: Natalia Abad  (Genesys), Michael Logan  (Genesys)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 18 Wednesday | 4:00 pm

Session 302: What's Coming to the Contact Center in 2024

Speaker: Tim McElgunn  (ICMI)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Session 303: Why Your Contact Center Should Use a Human + ChatGPT Approach to Writing Customer Responses

Speaker: Leslie OFlahavan  (E-WRITE)

Location: Coral Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Session 304: A Recipe for Contact Center Success from a Competitive BBQ Judge

Speaker: Justin Robbins  (8x8)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience

Session Type: Session

Session 305: Ask the Experts: The Road to Award-Winning Customer and Employee Experiences

Speakers: Kathi Daily  (Zeiders Enterprises, Inc.), Stephen Minto  (OneCause), Brad Cleveland  (ICMI)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Session 306: HomeTown Heroes: How to Boost Performance and Motivation in the Contact Center

Speakers: Anna Negri  (Burton Snowboards), Dan Gaillard  (Burton)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Case Study

Oct 18 Wednesday | 6:30 pm

Awards Ceremony and Conference Party!

Location: Wantilan Luau Pavilion

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Event Experience

Oct 19 Thursday | 7:30 am

Networking Breakfast

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Event Experience

Registration and Information

Location: Pacifica Pre-Function West

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Registration

Oct 19 Thursday | 8:30 am

Keynote: How Generative AI Will Impact The Future of Work

Speaker: Crystal Washington  (Crystal Washington)

Location: Oceana Grand Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Keynote

Oct 19 Thursday | 10:15 am

Session 401: Intentional Onboarding to Boost your Culture!

Speaker: Gina Montague  (Infinite Campus)

Location: Timor 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Maximize Productivity and Operations

Session Type: Case Study

Session 402: Finding the Path to Predictable CX

Speakers: Justin Robbins  (8x8), Nate Brown  (CX Accelerator)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Revolutionize the Experience

Session Type: Case Study

Session 404: Restoring Trust After a Service Failure

Speaker: Jeff Toister  (Toister Performance Solutions, Inc.)

Location: Coral Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Session 405: The Race to Hyper-Personalized Experiences

Speakers: Josh Streets  (The Scoreboard Group), Michele Carlson  (NICE), Robert Beasley  (Genesys), Patrick Russell  (8x8)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Revolutionize the Experience

Session Type: Session

Session 406: The Human Side to a Quality Journey: Evolution, Collaboration, and Change Management

Speaker: Amber Corry  (Exact Sciences)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience

Session Type: Case Study

[CANCELLED] Session 403: The Ease of Doing Business: Eliminating Friction in the Customer Experience

Speaker: Risa Lovell  (Farm Bureau Insurance Of Michigan)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Case Study

Oct 19 Thursday | 11:30 am

Session 501: Small Improvements, Big Impact: Exploring the Power of Nano-Coaching

Speakers: Scott Thomas  (Proponisi), Beverly Cunningham  (Conduent)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Boost Your Culture, Maximize Productivity and Operations

Session Type: Session

Session 502: Leading Through Change While Providing Peak Support

Speakers: Hannah Steiman  (Peak Support), Bianca Lazaro  (Peak Support), Daniel Gutierrez  (Peak Support)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Case Study

Session 503: Best Practices for Hybrid and WFH on Scale

Speaker: Michele Rowan  (Work From Home Alliance)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

Session 504: The Digital Innovation Lab: Successfully Contacting Patients in a Digital World

Speakers: Elissa Nelson  (Mayo Clinic), Courtnie Garteski Bergler  (Mayo Clinic)

Location: Coral Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Case Study

Session 505: Your WFM Solution Alone Can't Save You!

Speaker: Juanita Coley  (Solid Rock Consulting)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Session

[VIRTUAL] Keynote: Your Future in the Contact Center

Speaker: Brad Cleveland  (ICMI)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Virtual Session

Oct 19 Thursday | 12:00 pm

Explore the Expo Hall!

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Event Experience

Oct 19 Thursday | 12:30 pm

Networking Lunch

Location: Pacifica Ballroom

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Event Experience

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 19 Thursday | 12:40 pm

[VIRTUAL] Session 101: Keeping It Lit: Waving Goodbye to Contact Center Burnout

Speakers: Nina Olivas  (County of San Diego), Yenissa Salgado  (County of San Diego)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Virtual Session

[VIRTUAL] Session 103: How to Turn Your WFM Team Into a Strategic Asset

Speaker: Dan Smitley  (Call Design)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Virtual Session

Oct 19 Thursday | 12:45 pm

Contact Center: The New Frontier for Experience Center

Speaker: Nafis Hasan  (Sprinklr)

Location: Hibiscus 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

Digital Support: Zoom's Journey from Startup to Standout

Speaker: Jeff Harling  (Zoom)

Location: Hibiscus 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

Harnessing the Power of AI: Time Doctor's Impact on Distributed and Hybrid Call Center Output

Speaker: Liam Martin  (Time Doctor)

Location: South China Sea

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Session Type: Lunch & Learn

Oct 19 Thursday | 1:30 pm

The New Way to Provide Personalized Customer Journeys and Manage Outbound Call Centers At Scale

Speaker: Matt Chabrier  (Regal.io)

Location: Spotlight Solution Stage, Expo Hall

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 19 Thursday | 1:40 pm

[VIRTUAL] Brain Break

Location: On-Demand

Session Type: Virtual Session

[VIRTUAL] From LLMs to DSLMs and beyond - Practical Contact Center Solutions for Faster, More Resource-Efficient Adaptable Language AI

Speaker: Anoop Dawar  (Deepgram)

Location: On-Demand

Session Type: Session

Oct 19 Thursday | 1:55 pm

[VIRTUAL] Session 201: Practical Ways to Maximize CX Impact with Heart & Science

Speaker: Stacy Sherman  (DoingCXRight®‬)

Location: On-Demand

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Virtual Session

[VIRTUAL] Session 202: The Future Is Here: Strategic Insights for Contact Center Leaders in the Age of Generative AI

Speaker: Steve Campbell  (Team Rebus)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Virtual Session

Oct 19 Thursday | 2:55 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 19 Thursday | 3:10 pm

[VIRTUAL] Session 305: Ask the Experts: The Road to Award-Winning Customer and Employee Experiences

Speakers: Kathi Daily  (Zeiders Enterprises, Inc.), Stephen Minto  (OneCause), Brad Cleveland  (ICMI)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Virtual Session

[VIRTUAL] Session 306: HomeTown Heroes: How to Boost Performance and Motivation in the Contact Center

Speakers: Anna Negri  (Burton Snowboards), Dan Gaillard  (Burton)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Virtual Session

Oct 19 Thursday | 3:30 pm

Passport to Prizes Giveaway

Location: Pacifica Ballroom, Solution Spotlight Stage

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Event Experience

Oct 19 Thursday | 4:00 pm

Session 602: Harnessing Contact Center Dynamics to Achieve Top Performance

Speaker: Brad Cleveland  (ICMI)

Location: Java Sea 2

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership

Session Type: Session

Session 603: Automating Advancements in Higher Education and Beyond: The Anthology Experience

Speaker: Jordan Johnson  (Anthology)

Location: Java Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Case Study

Session 605: Leadership with E's

Speaker: Doug Rabold  (Bold Ray Consulting)

Location: Coral Sea 1

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Elevate Your Strategy and Leadership, Boost Your Culture

Session Type: Session

Session 606: The CX Mindset: What It Really Takes for Contact Centers to Thrive in the Digital Age

Speaker: Dianne McCoubrey  (Grypp)

Location: Gardenia

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

[CANCELED] Session 604: Unlocking the Value of Data to Drive a Superior Customer Experience

Speaker: Dmitri Novomeiski  (LTIMindtree)

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Session

Oct 19 Thursday | 4:10 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 19 Thursday | 4:25 pm

[VIRTUAL] UNSTOPPABLE

Speaker: Alex Weber  (Alex Weber)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 19 Thursday | 4:45 pm

[VIRTUAL] Keynote: UNSTOPPABLE

Speaker: Alex Weber  (Alex Weber)

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass

Session Type: Session

Oct 20 Friday | 11:30 am

[VIRTUAL] ICMI Awards Ceremony

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 20 Friday | 12:30 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 20 Friday | 12:40 pm

[CANCELLED][VIRTUAL] Session 403: The Ease of Doing Business: Eliminating Friction in the Customer Experience

Speaker: Risa Lovell  (Farm Bureau Insurance Of Michigan)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Virtual Session

[VIRTUAL] Session 406: The Human Side to a Quality Journey: Evolution, Collaboration, and Change Management

Speaker: Amber Corry  (Exact Sciences)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Revolutionize the Experience

Session Type: Virtual Session

Oct 20 Friday | 1:40 pm

[VIRTUAL] Happy Agents = Happy Customers = Happy Business.

Speaker: Chris Mounce  (EvaluAgent)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Solution Spotlight

Oct 20 Friday | 2:00 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 20 Friday | 2:15 pm

[VIRTUAL] Session 503: Best Practices for Hybrid and WFH on Scale

Speaker: Michele Rowan  (Work From Home Alliance)

Location: On-Demand

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Virtual Session

[VIRTUAL] Session 505: Your WFM Solution Alone Can't Save You!

Speaker: Juanita Coley  (Solid Rock Consulting)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Virtual Session

Oct 20 Friday | 3:15 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 20 Friday | 3:30 pm

[CANCLED] [VIRTUAL] Session 604: Unlocking the Value of Data to Drive a Superior Customer Experience

Speaker: Dmitri Novomeiski  (LTIMindtree)

Location: On-Demand

Track: Revolutionize the Experience, Maximize Productivity and Operations

Session Type: Virtual Session

[VIRTUAL] Session 602: Harnessing Contact Center Dynamics to Achieve Top Performance

Speaker: Brad Cleveland  (ICMI)

Location: On-Demand

Track: Elevate Your Strategy and Leadership

Session Type: Virtual Session

[VIRTUAL] Session 603: Automating Advancements in Higher Education and Beyond: The Anthology Experience

Speaker: Jordan Johnson  (Anthology)

Location: On-Demand

Pass Type: Digital Standard Pass

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Virtual Session

Oct 20 Friday | 4:30 pm

[VIRTUAL] Brain Break

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session

Oct 20 Friday | 4:45 pm

[VIRTUAL] How Generative AI Will Impact The Future of Work

Speaker: Crystal Washington  (Crystal Washington)

Location: On-Demand

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass

Session Type: Virtual Session