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!
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
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
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
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
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
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
Genesys Cloud CX WEM in-action
Speaker: Michael Logan (Genesys)
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Session Type: Sponsored Session
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
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
Speaker: Adam Elkins (Sharpen Technologies)
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Session Type: Sponsored Session
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
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
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
Speaker: Merijn te Booij (Genesys)
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Track: Keynote
Session Type: Keynote
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
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
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
Building a Customer-Focused Culture
Pass Type: Digital Standard Pass
Track: Video Discussion Group
Session Type: Interactive Discussion
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
Keynote: Hannah Ubl (Good Company Consulting)
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Track: Keynote
Session Type: Keynote
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
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
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
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
Supercharge Agent Performance to Enhance Your Customer Experience
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Session Type: Sponsored Session
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
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
Passport to Prizes Announcement
Speaker: Nate Brown (Officium Labs)
Location: Session Page in Platform
Pass Type: Digital Standard Pass
Session Type: Session