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: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management
Speaker: Brad Cleveland (ICMI)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Senior Leadership
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching
Speaker: Wendy Fowler (Quality Service Solutions, LLC.)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-01: Contact Center Management
Speaker: Brad Cleveland (ICMI)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-02: Contact Center Senior Leadership
Speaker: Laura Grimes (Harrington Consulting Group, Inc.)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-03: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-04: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (Scoreboard Group Consulting)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching
Speaker: Wendy Fowler (Quality Service Solutions, LLC.)
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Training
Pass Type: Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Pre-09: Redefining Contact Center Performance: From Metrics That Matter to Outcomes That Last
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: Premier Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Speaker: John Goodman (Customer Care Measurement & Consulting)
Pass Type: Premier Pass
Track: Revolutionize the Experience
Session Type: Workshop
Pre-11: Gopher Sport's Championship Formula: Building Elite Teams & Experiences That Win
Speakers: Beth Gauthier-Jenkin (Gopher Sport), Chelsey Johnson (Gopher Sport), Sarah Gibart (Gopher Sport)
Pass Type: Premier Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Pre-12: It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction
Speakers: Simon Thomson (Steps Drama Learning Development), Allen Liedkie (Steps Drama Learning Development), Shweta Shingote (Steps Drama Learning Development)
Pass Type: Premier Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Session
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Keynote
Welcome Reception on Expo Floor
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Expo Hall
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
Deepening Connection, Purpose, and Value: Mastering the Art and Science of Mattering
Speaker: Matthew Emerzian
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass
Session Type: Keynote
Session 101: From Frontline to Bottom Line: How EX Drives CX Excellence
Speaker: Bianca Price (Michigan State University)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture
Session Type: Session
Session 102: Customer-Centricity: Transforming Businesses for Sustainable Growth
Speaker: Martin Newman (The Customer First Group)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership, Revolutionize the Experience
Session Type: Session
Session 103: VOC That Can't Be Ignored: How KraftHeinz & CCMC Turn Data into Business Impact
Speakers: John Goodman (Customer Care Measurement & Consulting), Melanie (KraftHeinz)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Session 104: Wired or Acquired? The Truth About Empathy in Contact Center Teams
Speaker: Erica McMannes (Instant Teams)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience, Boost Your Culture
Session Type: Session
Session 105: Stop Coaching the Wrong Stuff: Build a Performance Culture That Actually Works
Speaker: Justin Robbins (Metric Sherpa)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Session
Session 106: The Future of Self-Service: AI-Powered Containment Without Customer Frustration
Speakers: Brent Barbara (Clearest Blue LLC), Amanda Hughes (Clearest Blue LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Session 201: Gopher Sport's Playbook for Contact Center Excellence
Speakers: Beth Gauthier-Jenkin (Gopher Sport), Sarah Gibart (Gopher Sport), Chelsey Johnson (Gopher Sport)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Case Study
Session 202: Ai-Powered CX: Lessons from the Frontline of Transformation with Fabletics
Speaker: Jack Roberts (TechStyleOS)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience
Session Type: Case Study
Session 203: It's Not a Headcount Problem, It's a Workforce Planning Problem
Speakers: Juanita Coley (Solid Rock Consulting), Sabina Onwuka (London Borough of Barking & Dagenham)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Speaker: Vicki Brackett (Knowledgely™)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership
Session Type: Session
Session 205: Unlocking Excellence with UPMC Health Plan: Coaching Strategies that Drive Success
Speaker: Cara Kauper (UPMC Health Plan)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture
Session Type: Case Study
Session 206: What's Coming to the Contact Center in 2026!
Speaker: Daniel Thomas (InformaTech Target)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience
Session Type: Session
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Expo Hall
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Event Experience
Session 301: Toxic to Top-Tier: A Gritty Guide to Culture, KPIs, and Comebacks
Speaker: Andrew Wilson (Weitz & Luxenberg)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Speakers: Shanna Wright (Red Roof), Kristi Walsh (IBEX)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience
Session Type: Case Study
Speaker: Beth Ziff (ACC Premiere)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Session 304: Culture is a journey, not a Destination.
Speakers: Jenn Walls (Pathward Tax), Chrystal Alvey (Pathward Tax)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Session
Session 305: Reaching New Heights in Leadership with WebMD Health Service
Speakers: Mimi Hoyer (WebMD Health Services), Sarah Koop (WebMD Health Services), Rachel Hizer (WebMD Health Services)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 306: Meet, Greet and Repeat Contact Center Expo Speed Networking
Speaker: Erica Marois (ICMI, HDI)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership
Session Type: Session
Awards Ceremony and Conference Tiki Party
Pass Type: Core Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Session
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
KEYNOTE: The Confidence Cycle: The Secret for Everyday Engagement and Motivation
Speaker: Juan Bendana
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Keynote
Session 401: Rethinking Fit: How to Build Teams That Actually Belong
Speaker: Bryant Richardson (Real Blue Sky, LLC)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Session 402: The Retention-Ready Leader: How to Build a Leadership Culture That Keeps Agents Engaged
Speaker: Sarah Caminiti (Tailscale / Epochal Operations)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Speakers: Henry Hildesheim (Fabletics Inc.), Veljko Petrovic (Transcom WorldWide)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Case Study
Session 404: Welcome Care | How to Effectively Welcome and set-up Valuable New Clients for Success
Speaker: Michael Kindron (HSBC Bank USA)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience
Session Type: Session
Session 405: How to Use Generative AI to Clean Up Your Knowledge Base or Email Template Library
Speaker: Leslie O'Flahavan (E-WRITE)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Session 406: Twenty20ish LIVE: The Fast, Fun, Fearless ICMI Legend Experience
Speakers: Luke Jamieson (Operata), Michael Mattson (Walk a Mile CX)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience, Boost Your Culture
Session Type: Session
Session 501: The Power of Compassionate Customer Service
Speaker: Fernando Darder (Milwaukee Tool)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Session
Session 502: Beyond the Headset: From Support Role to CX Change Agent
Speaker: Stacy Sherman (Doing CX Right)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 503: Culture Shock: 3 Proven Strategies to Energize Your Contact Center from the Inside Out
Speaker: Clarice T. Merriman, MBA (Maricopa County Community Colleges District)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Speakers: Pam Gutmann (Northwestern Mutual), Sarah Gerulski (Northwestern Mutual)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Case Study
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Session Type: Event Experience
Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass
Session Type: Expo Hall
Session 601: Modernizing Patient Connections: Mayo Clinic's Innovation Contact Center in Action
Speakers: Courtnie Garteski Bergler (Mayo Clinic), Chris Bean (Mayo Clinic)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Maximize Productivity and Operations
Session Type: Case Study
Speakers: Sheri Meyers (OSF HealthCare), Sarah Ince (OSF HealthCare), Stacy Neill (OSF HealthCare)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Revolutionize the Experience, Boost Your Culture
Session Type: Case Study
Session 603: Humanizing Help: Human customer service in an age of AI
Speaker: Jeff Toister (Toister Performance Solutions)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Session
Speaker: Erica Stanulis (Follow the Sun)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Session 605: Psychological Safety in WFM – Why It Matters and How to Build It
Speaker: Dan Smitley (2:Three Consulting)
Pass Type: Core Pass, Premier Pass, Premium Learning Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session