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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

Location: Promenade Deck

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

Session Type: Event Experience

Registration

Location: North Desk Registration

Pass Type: Training + Standard Conference Pass

Session Type: Registration

Oct 21 Monday | 8:00 am

Pre-01: Contact Center Management Bootcamp

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

Location: Hibiscus 1

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

Session Type: Training

Pre-02: Contact Center Strategy and Leadership

Speaker: Brad Cleveland  (ICMI)

Location: Hibiscus 2

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)

Location: Timor Sea 1

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)

Location: Timor Sea 2

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)

Location: Banda Sea 1

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

Session Type: Training

Oct 21 Monday | 10:00 am

Networking Break

Location: Pre-Function South

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

Session Type: Event Experience

Oct 21 Monday | 11:30 am

Networking Lunch

Location: Promenade Deck

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

Session Type: Event Experience

Oct 21 Monday | 3:00 pm

Networking Break

Location: Pre-Function South

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

Session Type: Event Experience

Oct 22 Tuesday | 7:00 am

Networking Breakfast

Location: Promenade Deck

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

Session Type: Event Experience

Registration

Location: North Desk Registration

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

Session Type: Registration

Oct 22 Tuesday | 8:00 am

Pre-01: Contact Center Management Bootcamp

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

Location: Hibiscus 1

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

Session Type: Training

Pre-02: Contact Center Strategy and Leadership

Speaker: Brad Cleveland  (ICMI)

Location: Hibiscus 2

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)

Location: Timor Sea 1

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)

Location: Timor Sea 2

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)

Location: Banda Sea 1

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

Session Type: Training

Site Tours

Location: Promenade Deck

Pass Type: Standard + Workshop + Site Tour

Session Type: Event Experience

Oct 22 Tuesday | 10:00 am

Networking Break

Location: Pre-Function South

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

Session Type: Event Experience

Oct 22 Tuesday | 11:30 am

Networking Lunch

Location: Promenade Deck

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)

Location: Java Sea 1

Pass Type: Standard + Workshop + Site Tour

Track: Elevate Your Strategy and Leadership

Session Type: Workshop

Pre-10: Alternative Thinking on CX Metrics

Speaker: Jim Tincher  (Heart of the Customer)

Location: Java Sea 2

Pass Type: Standard + Workshop + Site Tour

Session Type: Workshop

Pre-11: Essentials of Experience Management

Speaker: Rae Ann Bruno  (Business Solutions Training, Inc.)

Location: Coral Sea 1

Pass Type: Standard + Workshop + Site Tour

Session Type: Workshop

Pre-12: Mastering the RFP Process: Strategically Procuring AI for Your Contact Center

Speaker: Steve Campbell  (Team Rebus)

Location: Coral Sea 2

Pass Type: Standard + Workshop + Site Tour

Session Type: Workshop

Oct 22 Tuesday | 3:00 pm

Networking Break

Location: Pre-Function South

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

Session Type: Event Experience

Oct 22 Tuesday | 4:00 pm

Opening KEYNOTE: State of the Industry

Speaker: Brad Cleveland  (ICMI)

Location: Oceana Ballroom 1-6

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

Session Type: Keynote

Opening KEYNOTE: The Rise of the Servant Challenger

Speaker: Nate Brown  (CX Accelerator)

Location: Oceana Ballroom 1-6

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 22 Tuesday | 5:30 pm

Contact Center Show - LIVE Podcast

Speakers: Bob Furniss  (Touchpoint Associates), Amas Tenumah

Location: Expo Hall Floor - Booth 713

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

Session Type: Event Experience

Oct 22 Tuesday | 7:00 pm

Networking Reception After Party

Location: Tahitian Room

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

Session Type: Event Experience

Oct 23 Wednesday | 7:30 am

Networking Breakfast

Location: Pacifica Ballroom 1-5

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

Session Type: Event Experience

Registration

Location: North Desk Registration

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

Session Type: Registration

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

Location: Oceana Ballroom 1-6

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

Session Type: Keynote

KEYNOTE: CX AI Realized: From Hype to High-Impact Results

Speaker: Brett Forman  (NICE)

Location: Oceana Ballroom 1-6

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

Session Type: Keynote

Oct 23 Wednesday | 10:00 am

Networking Break

Location: Pre-Function West

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

Session Type: Event Experience

Oct 23 Wednesday | 10:15 am

Session 101: WOW Starts With You!

Speakers: Jim Thomsen  (Showdown Displays), Tyris Thomas  (Showdown Displays)

Location: South China Sea

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

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Case Study

Session 102: Embrace Emotional Agility and Transform Your Contact Center

Speaker: Bryant Richardson  (Real Blue Sky)

Location: Hibiscus 2

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: Jon Lamont  (Mint Mobile), Etie Hertz  (Loris.ai)

Location: Java Sea 1

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

Track: Revolutionize the Experience

Session Type: Case Study

Session 104: Surviving and Thriving Post COVID: Recommitting to Core Principles and Reinvigorating Best Practices

Speakers: Beth Gauthier-Jenkin  (Gopher Sport), Chelsey Johnson  (Gopher Sport), Sarah Gibart  (Gopher Sport)

Location: Java Sea 2

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

Track: Boost Your Culture

Session Type: Case Study

Session 105: What's Coming to the Contact Center in 2024

Speaker: Daniel Thomas  (Informa)

Location: Coral Sea 1

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

Session Type: Session

Session 106: Building World-Class Customer Service Training on a Budget

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

Location: Coral Sea 2

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

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

Oct 23 Wednesday | 11:30 am

Session 201: Zero Agents: A Case Study on Rebuilding a Contact Center

Speaker: Erin Murdock-Harrington  (Northern Arizona University)

Location: Java Sea 1

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

Track: Maximize Productivity and Operations

Session Type: Case Study

Session 202: Consumer Problem Handling Is More Challenging, Intense and Delightful?

Speakers: John Goodman  (Customer Care Measurement & Consulting), Terri DeMent  (Nestle Purina PetCare)

Location: Java Sea 2

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

Track: Revolutionize the Experience

Session Type: Case Study

Session 203: Quality Standards in a Brave New World

Speaker: Justin Robbins  (Metric Sherpa)

Location: South China Sea

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

Track: Maximize Productivity and Operations

Session Type: Session

Session 204: From Ticket Takers To Subject Matter Experts

Speaker: Nate Brown  (CX Accelerator)

Location: Coral Sea 1

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

Session Type: Session

Session 205: From Chaos to Call Volume Patterns – Forecasting Disasters at FEMA

Speaker: Ezra Boggs  (Dept of Homeland Security/FEMA)

Location: Coral Sea 2

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

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Case Study

Session 206: Working Moms: How to Make Time for What Really Matters

Speaker: Lauren Kindzierski  (Working Mama Reset)

Location: Hibiscus 2

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

Track: Boost Your Culture

Session Type: Session

Oct 23 Wednesday | 12:30 pm

Networking Lunch

Location: Pacifica Ballroom 1-5

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

Session Type: Event Experience

Oct 23 Wednesday | 12:45 pm

Lunch and Learn: Experience the Future with NICE: AI Solutions that Elevate Your Contact Center and Empower Your Team

Speaker: Maor Revah  (NICE)

Location: Timor Sea 1

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

Session Type: Lunch and Learn

Lunch and Learn: GenAI-Powered AI Agents: Avoiding Risks, Defining Trust and Setting ROI Expectations

Speaker: Hardy Myers  (Cognigy)

Location: Timor Sea 2

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

Session Type: Lunch and Learn

Oct 23 Wednesday | 1:00 pm

Expo Hall Open!

Location: Expo Hall

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

Session Type: Expo Hall

Oct 23 Wednesday | 1:40 pm

Solution Spotlight: Improve Agent Engagement With 8x8 Intelligent Customer Assistant

Speakers: Chrissy Calabrese  (8x8), Tim Wittbrod  (8x8)

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 23 Wednesday | 2:00 pm

Contact Center Show - LIVE Podcast

Speakers: Bob Furniss  (Touchpoint Associates), Amas Tenumah

Location: Expo Hall Floor - Booth 713

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

Session Type: Event Experience

Oct 23 Wednesday | 2:10 pm

Solution Spotlight: NexGen

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 23 Wednesday | 2:40 pm

Solution Spotlight: Empowering Frontline Managers in the Age of AI

Speaker: Corey Mustard  (Centrical)

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 23 Wednesday | 3:00 pm

Networking Break

Location: Expo Hall

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

Session Type: Event Experience

Oct 23 Wednesday | 3:10 pm

Solution Spotlight: Practical Conversational AI Across Communications Channels

Speaker: Carlos Aragon  (Vonage)

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 23 Wednesday | 3:30 pm

Contact Center Show - LIVE Podcast

Speakers: Bob Furniss  (Touchpoint Associates), Amas Tenumah

Location: Expo Hall Floor - Booth 713

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

Session Type: Event Experience

Oct 23 Wednesday | 3:40 pm

Solution Spotlight: Why Your Call Volume Will Skyrocket 10x in the Next Five Years and What To Do About It

Speaker: Trey Owings  (Parloa)

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 23 Wednesday | 4:00 pm

Session 301: House of Cards: The EX / CX Relationship

Speaker: Doug Rabold  (Bold Ray Consulting)

Location: Java Sea 1

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)

Location: South China Sea

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: Case Study

Session 303: Empowering Agents, Transforming Customer Experience

Speaker: Kyle Johnson  (Lighthouse Leadership)

Location: Hibiscus 2

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

Session Type: Session

Session 304: The Fab Life at Fabletics

Speaker: Damon Spurlock  (TechStyle OS)

Location: Coral Sea 1

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

Track: Revolutionize the Experience

Session Type: Case Study

Session 305: AI Promise vs. Reality of Contact Centers

Speaker: Christa Heibel  (CH Consulting Group)

Location: Coral Sea 2

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

Track: Maximize Productivity and Operations

Session Type: Session

Session 306: Meet, Greet and Repeat: Contact Center Speed Networking

Speaker: Erica Marois  (ICMI, HDI)

Location: Java Sea 2

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

Session Type: Session

Oct 23 Wednesday | 6:30 pm

Awards Ceremony and Conference Party

Location: Wantilan Pavilion

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

Location: Pacifica Ballroom 1-5

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

Session Type: Event Experience

Registration

Location: North Desk Registration

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

Session Type: Registration

Oct 24 Thursday | 8:30 am

KEYNOTE: Fear(less) Leadership

Speaker: Dr. Rebecca Heiss  (Rebecca Heiss)

Location: Oceana Ballroom 1-6

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

Session Type: Keynote

Oct 24 Thursday | 10:00 am

Networking Break

Location: Pre-Function West

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

Session Type: Event Experience

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)

Location: Hibiscus 2

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)

Location: Java Sea 1

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

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Case Study

Session 403: Harnessing Contact Center Dynamics to Achieve Top Performance

Speaker: Brad Cleveland  (ICMI)

Location: Java Sea 2

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

Track: Elevate Your Strategy and Leadership

Session Type: Session

Session 404: Don't Dam Your Culture, Go With The Flow

Speakers: Sarah Koop  (WebMD Health Services), Nicole Brand  (WebMD Health Services), Mimi Hoyer  (WebMD Health Services)

Location: South China Sea

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

Track: Boost Your Culture

Session Type: Case Study

Session 405: The Agile Contact Center - 5 Hallmarks That Ignite Results Driven Performance!

Speaker: Tonya Haynes  (Phoenix Business Group)

Location: Coral Sea 1

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

Track: Maximize Productivity and Operations

Session Type: Session

Session 406: Leveraging AI for Revenue Growth and Cultural Enhancement: Three Keys

Speaker: Juanita Coley  (Solid Rock Consulting)

Location: Coral Sea 2

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), Natalie Waters  (Mayo Clinic)

Location: Java Sea 1

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

Track: Maximize Productivity and Operations, Revolutionize the Experience

Session Type: Case Study

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

Speakers: Adrienne Fischer  (STCU), Amanda Hauenstein  (STCU)

Location: Java Sea 2

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

Track: Boost Your Culture

Session Type: Case Study

Session 503: Building a Contact Center AI Strategy

Speaker: Josh Streets  (Scoreboard Group Consulting)

Location: Coral Sea 1

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

Track: Revolutionize the Experience

Session Type: Session

Session 504: Quantitative Language Analytics Driving Greater Organizational Strategy and Change

Speakers: Vanessa Hardy-Bowen  (Spirit Airlines), Clive Woodrow  (Advantage Communications, Inc.)

Location: Coral Sea 2

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

Track: Revolutionize the Experience, Elevate Your Strategy and Leadership

Session Type: Case Study

Session 505: Drive Higher Employee Engagement With This 3-Minute Technique

Speakers: Afshan Kinder  (SwitchGear, Ltd. & elevate2Great), Laura Soleto-Recine  (SwitchGear, Ltd.)

Location: South China Sea

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

Session Type: Session

Oct 24 Thursday | 12:30 pm

Networking Lunch

Location: Pacifica Ballroom 1-5

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

Session Type: Event Experience

Oct 24 Thursday | 12:45 pm

Lunch and Learn: NexGen

Location: Timor Sea 1

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

Session Type: Lunch and Learn

Oct 24 Thursday | 1:00 pm

Expo Hall Open!

Location: Expo Hall

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

Session Type: Expo Hall

Oct 24 Thursday | 2:00 pm

Contact Center Show - LIVE Podcast

Speakers: Bob Furniss  (Touchpoint Associates), Amas Tenumah

Location: Expo Hall Floor - Booth 713

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

Session Type: Event Experience

Oct 24 Thursday | 2:10 pm

Solution Spotlight: AI Agents: Shaping an AI-First GenAI-Powered Customer Service Workforce

Speakers: Hardy Myers  (Cognigy), Jack Strauss  (Cognigy)

Location: Expo Hall - Theater

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

Session Type: Sponsored Session

Oct 24 Thursday | 3:00 pm

Networking Break

Location: Expo Hall

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

Session Type: Event Experience

Oct 24 Thursday | 3:30 pm

Passport to Prizes

Location: Expo Hall

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: Navigating Chaos and Cultivating Kindness: Leading WFM Teams to Operational Excellence

Speaker: Dan Smitley  (2:Three Consulting)

Location: Java Sea 1

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

Track: Elevate Your Strategy and Leadership

Session Type: Session

Session 602: Creating a Cohesive Culture in Small Contact Centers

Speaker: Cheryl Gregware  (ChoiceOne Bank)

Location: Java Sea 2

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

Track: Boost Your Culture, Revolutionize the Experience

Session Type: Case Study

Session 603: Beyond Chatbots: Augment Your Support Operations With AI

Speaker: Andrea Badgley  (Automattic)

Location: Coral Sea 2

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

Track: Maximize Productivity and Operations

Session Type: Case Study