Digital | May 17 - 18
Orlando | October 16 - 19
ICMI's Contact Center Expo: A Digital Experience 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. Click on session titles for full session descriptions. All times noted are in EST.
Kick-Off with Nate Brown! Welcome to Contact Center Expo: A Digital Experience
Speaker: Nate Brown (CX Accelerator)
Location: Session page in app
Session Type: Keynote
Modern, Cloud-First Customer Experiences Delivered by ChromeOS
Sponsor Speaker: Matthew Clare (Google)
Location: Session page in app
Session Type: Keynote
The Best Story Wins in Business and Beyond!
Speaker: Matthew Luhn
Location: Session page in app
Session Type: Keynote
Session 101: Leadership Can Be Taught- Here's How to Do It
Speaker: Hannah Steiman (Peak Support)
Location: Session page in app
Session Type: Session
Session 102: Elevating the Employee Experience at UPMC Health Plan
Speaker: Taylor Duffy (UPMC Health Plan)
Location: Session page in app
Session Type: Session
Speakers: Jim Rasnick (Anthology, Inc.), Richa Batra (Anthology, Inc.), Tyler Haynes (Anthology, Inc.)
Location: Session page in app
Session Type: Session
Solution Spotlight: Enlighten Actions: Revolutionizing CX through AI
Sponsor Speaker: Elizabeth Tobey (NICE)
Location: Session page in app
Session Type: Sponsored Session
Session 201: How to Lead High-Performing Contact Centers and Teams
Speaker: Josh Streets (Scoreboard Group)
Location: Session page in app
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Speaker: Tim McElgunn (Informa Tech- Enterprise IT)
Location: Session page in app
Session Type: Session
Session 203: How to Write FAQs That Answer Customers' Questions and Feed Useful Content to Chatbots
Speaker: LESLIE OFLAHAVAN (E-WRITE)
Location: Session page in app
Track: Maximize Productivity and Operations
Session Type: Session
Solution Spotlight: 3 Things to Consider Before Implementing AI in the Contact Center
Sponsor Speakers: Jessica Smith (8x8), Tricia Morris (8x8)
Session Type: Sponsored Session
Session 301: Flexible Coaching: A Workshop to Build Your Toolbox
Speaker: Dianne Durkin (Loyalty Factor)
Location: Session page in app
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Speaker: Jeff Rumburg (MetricNet, LLC)
Location: Session page in app
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Welcome to Contact Center Expo: A Digital Experience, Day 2!
Speaker: Nate Brown (CX Accelerator)
Location: Session page in app
Session Type: Keynote
Embracing the Future: How Generative AI will Transform Contact Centers and Shape Your Career
Speaker: Brad Cleveland (ICMI)
Location: Session page in app
Session Type: Keynote
Courageous Cultures: Building Teams of Micro-Innovators, Problem Solvers, and Customer Advocates
Speaker: Karin Hurt
Location: Session page in app
Session Type: Keynote
Session 401: The Power of Frameworks: Maturing Your Contact Center
Speaker: Paul Richardson (Zeiders Enterprises, Inc.)
Location: Session page in app
Session Type: Session
Session 402: Left Brain, Right Brain, Your Brain and Customer Experience
Speakers: Nate Brown (CX Accelerator), Justin Robbins (Metrics Sherpa)
Location: Session page in app
Track: Revolutionizing the Customer Experience
Session Type: Session
Session 403: Managing Work From Home and Hybrid Programs for the Long Haul
Speaker: Michele Rowan (Work From Home Alliance)
Location: Session page in app
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Solution Spotlight: Modern, Cloud-First Customer Experiences Delivered by ChromeOS
Sponsor Speaker: Matthew Clare (Google)
Location: Session page in app
Session Type: Sponsored Session
Session 501: Why curiosity and chaos are key to building teams
Speaker: Dan Smitley (Call Design)
Location: Session page in app
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Session 502: Enhance CX by Communicating Risk to Customers
Speaker: John Goodman (CCMC)
Location: Session page in app
Track: Revolutionizing the Customer Experience, Elevate Your Strategy and Leadership
Session Type: Session
Session 503: How AI Can Solve Workforce Management Challenges
Speakers: Christa Heibel (CH Consulting Group), Derek Carder (Frontpoint)
Location: Session page in app
Track: Maximize Productivity and Operations
Session Type: Session
Session 601: Exploring Disparate Data to Unlock Customer Value
Speaker: Bryant Richardson (Real Blue Sky LLC)
Location: Session page in app
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Session
Session 602: Practical Ways to Maximize CX Impact with Heart & Science
Speaker: Stacy Sherman (Doing CX Right)
Location: Session page in app
Session Type: Session
Session 603: Every Leader's Guide to Understanding and Managing Customer Queues
Speaker: Brad Cleveland (ICMI)
Location: Session page in app
Session Type: Session