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Schedule 2024

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.

Oct 21 Monday | 7:00 am

Networking Breakfast

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

Session Type: Event Experience

Oct 21 Monday | 8:00 am

Pre-01: Contact Center Management Bootcamp

Speaker: Rebecca Gibson  (Gibson Learning and Performance)

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

Session Type: Training

Pre-02: Contact Center Strategy and Leadership

Speaker: Laura Grimes  (Harrington Consulting Group, Inc.)

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

Oct 21 Monday | 11:30 am

Networking Lunch

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

Session Type: Event Experience

Oct 22 Tuesday | 7:00 am

Networking Breakfast

Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass

Session Type: Event Experience

Oct 22 Tuesday | 8:00 am

Pre-01: Contact Center Management Bootcamp

Speaker: Rebecca Gibson  (Gibson Learning and Performance)

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

Session Type: Training

Pre-02: Contact Center Strategy and Leadership

Speaker: Laura Grimes  (Harrington Consulting Group, Inc.)

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

Site Tours

Pass Type: Standard + Workshop + Site Tour

Session Type: Site Tour

Oct 22 Tuesday | 11:30 am

Networking Lunch

Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass

Session Type: Event Experience

Oct 22 Tuesday | 12:30 pm

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: Session

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: Session

Pre-11: The Principles of Effective Contact Center Management

Speaker: Brad Cleveland  (ICMI)

Pass Type: Standard + Workshop + Site Tour

Session Type: Workshop

Oct 22 Tuesday | 4:00 pm

Opening KEYNOTE

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

Oct 22 Tuesday | 5:00 pm

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

Oct 23 Wednesday | 7:30 am

Networking Breakfast

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Event Experience

Oct 23 Wednesday | 8:30 am

KEYNOTE: BECOMING AN IDEA FACTORY: How to Turn Yourself (and Your Organization) Into an Innovative Machine

Speaker: Kyle Scheele

Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Keynote

Oct 23 Wednesday | 10:15 am

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: Session

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: Session

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: Session

Session 105: ICMI State of the Industry

Speaker: Daniel Thomas  (Informa)

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Session

Oct 23 Wednesday | 11:30 am

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: Session

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: Session

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

Oct 23 Wednesday | 12:30 pm

Networking Lunch

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Event Experience

Oct 23 Wednesday | 1:00 pm

Expo Hall Open!

Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Expo Hall

Oct 23 Wednesday | 4:00 pm

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: Session

Session 304: Quantitative Language Analytics Driving Greater Organizational Strategy and Change

Speakers: Nathan Flowers  (Advantage Communications), Vanessa Hardy-Bowen  (Spirit Airlines)

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Session

Oct 23 Wednesday | 6:30 pm

Awards Ceremony and Conference Party

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Event Experience

Oct 24 Thursday | 7:30 am

Networking Breakfast

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Event Experience

Oct 24 Thursday | 8:30 am

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

Oct 24 Thursday | 10:15 am

Session 401: Confusing Your Customers? Plain Language Will Reduce Expensive Inbound Calls, Emails, and Chats

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

Session 402: Beyond the Call: Leveraging Contact Centers to Enhance Omni-Channel Customer Experiences

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: Session

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

Oct 24 Thursday | 11:30 am

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: Session

Session 502: Cultivating Courage: Transforming Contact Center Excellence with Continuous Improvement

Speaker: Adrienne Fischer  (STCU)

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Track: Boost Your Culture

Session Type: Session

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

Oct 24 Thursday | 12:30 pm

Networking Lunch

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Event Experience

Oct 24 Thursday | 1:00 pm

Expo Hall Open!

Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Expo Hall

Oct 24 Thursday | 3:30 pm

Passport to Prizes

Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Session Type: Expo Hall

Oct 24 Thursday | 4:00 pm

Session 601: 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 602: Creating a Cohesive Culture in Small Contact Centers

Speakers: Cheryl Gregware  (ChoiceOne Bank), Alexandria McGuire  (ChoiceOne Bank)

Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Session