Live | October 16 - 19
Orlando | FL
ICMI's Contact Center Expo 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.
Check back frequently, information added daily!
Click on session titles for full session descriptions. All times noted are in EST.
Location: Promenade Deck
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Registration and Information: Pre-Conference Training Only
Location: Pacifica Pre-Function West
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Registration
Pre-1: Contact Center Management Bootcamp
Speaker: Brad Cleveland (ICMI)
Location: South China Sea
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations
Session Type: Training
Pre-2: Contact Center Strategy and Leadership
Speaker: Laura Grimes (Harrington Consulting)
Location: Hibiscus 1
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Elevate Your Strategy and Leadership
Session Type: Training
Pre-3: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Hibiscus 2
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations
Session Type: Training
Pre-4: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (The Scoreboard Group)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Training
Pre-5: Contact Center Fundamentals and People Management for Supervisors
Speaker: Wendy Fowler (Quality Service Solutions, LLC)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Training
Location: Promenade Deck
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Location: Promenade Deck
Pass Type: Training + Standard Conference Pass, Premium Pass, Training Only Pass
Session Type: Event Experience
Registration and Information: All Attendees
Location: Pacifica Pre-Function West
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Training Only Pass, Expo Hall Only Pass
Session Type: Registration
Pre-1: Contact Center Management Bootcamp
Speaker: Brad Cleveland (ICMI)
Location: South China Sea
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations
Session Type: Training
Pre-2: Contact Center Strategy and Leadership
Speaker: Laura Grimes (Harrington Consulting)
Location: Hibiscus 1
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Elevate Your Strategy and Leadership
Session Type: Training
Pre-3: Foundations in Contact Center Metrics
Speaker: Doug Tedder (Tedder Consulting LLC)
Location: Hibiscus 2
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations
Session Type: Training
Pre-4: Artificial Intelligence in the Contact Center
Speaker: Josh Streets (The Scoreboard Group)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Training
Pre-5: Contact Center Fundamentals and People Management for Supervisors
Speaker: Wendy Fowler (Quality Service Solutions, LLC)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Training Only Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Training
Location: Promenade Deck
Pass Type: Training + Standard Conference Pass, Premium Pass, Training Only Pass
Session Type: Event Experience
Pre-12: AI for the Contact Center: Navigating the Path to Success
Speaker: Steve Campbell (Team Rebus)
Location: Coral Sea 1
Pass Type: Premium Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Workshop
Pre-13: WFM for the Contact Center: Superior Scheduling and Forecasting for the Modern Agent
Speaker: Juanita Coley (Solid Rock Consulting)
Location: Coral Sea 2
Pass Type: Premium Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Workshop
Pre-14: How to Choose Your Best-Fit CX Vendor
Speaker: Skip Picciano (ECX)
Location: Java Sea 1
Pass Type: Premium Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Workshop
Pre-15: Charting New Paths: The Challenges and Opportunities for Crisis Centers
Speakers: Todd Piccuillo (ICMI), Tim McElgunn (ICMI)
Location: Java Sea 2
Pass Type: Premium Pass
Track: Elevate Your Strategy and Leadership
Session Type: Workshop
Your Future in the Contact Center
Speaker: Brad Cleveland (ICMI)
Location: Oceana Grand Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Keynote
Welcome Reception in the Expo Hall
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Event Experience
Location: Pacifica Pre-Function West
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Registration
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Event Experience
Accelerating into the Exponential Age: Are You Ready for Liftoff?
Speaker: Andy Traba (NICE)
Location: Oceana Grand Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Keynote
Speaker: Alex Weber (Alex Weber)
Location: Oceana Grand Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Keynote
Book Signing feat. Alex Weber: Fail Proof: Become the Unstoppable You
Speaker: Alex Weber (Alex Weber)
Location: Pacifica Pre-Function West
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Event Experience
Session 101: Keeping It Lit: Waving Goodbye to Contact Center Burnout
Speakers: Nina Olivas (County of San Diego), Yenissa Salgado (County of San Diego)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Case Study
Session 102: Buy-in Bliss: The Empathetic Approach to Stakeholder Analysis
Speaker: Dave Seaton (Seaton CX)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 103: How to Turn Your WFM Team Into a Strategic Asset
Speaker: Dan Smitley (Call Design)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Session 104: A Voice of Customer Engine That Actually Moves
Speaker: Nate Brown (CX Accelerator)
Location: Java Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Session
Session 106: WOW Starts with YOU
Speakers: Jim Thomsen (Showdown Displays), Darlene Unger (Showdown Displays)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Case Study
Session 201: Practical Ways to Maximize CX Impact with Heart & Science
Speaker: Stacy Sherman (DoingCXRight®)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Elevate Your Strategy and Leadership
Session Type: Session
Speaker: Steve Campbell (Team Rebus)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Session
Session 203: A Tale of Debt, COVID-19, and Cyberattacks
Speaker: Dara Kiernan (KPI Consulting Ireland)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Case Study
Session 204: Flexible Scheduling: The Talent War Weapon
Speakers: Michele Rowan (Work From Home Alliance), Todd Hixson (Hulu/Disney)
Location: Java Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Elevate Your Strategy and Leadership
Session Type: Case Study
Session 205: How Successful Companies Build Top-Tier Contact Center Staff
Speaker: Robin Gareiss (Metrigy)
Location: Java Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Session
Session 206: AI in CX: The Realities, the Risks, and the Hype
Speaker: Simon Kriss (CX Innovation Institute)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Elevate Your Strategy and Leadership
Session Type: Session
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Event Experience
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Event Experience
Location: South China Sea
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
GPT-Powered AI Agents and Agent Assist: Keys to Success & Mistakes to Avoid
Speaker: Hardy Myers (Cognigy)
Location: Hibiscus 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
Location: Hibiscus 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
Speaker: Alton Harewood (8x8)
Location: Theater
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Training Only Pass, Expo Hall Only Pass
Session Type: Solution Spotlight
Three key ingredients to award winning CX
Speaker: Christie Fitzgerald (Sprinklr)
Location: Theater
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Training Only Pass, Expo Hall Only Pass
Session Type: Solution Spotlight
How to Use ChatGPT and Messengers
Speakers: Andrew Huang (Bright Pattern), Jonathan Kitts (Bright Pattern)
Location: Theater
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Training Only Pass, Expo Hall Only Pass
Session Type: Solution Spotlight
Discover How AI Can Drive Better Employee Experience and Improve Engagement
Speakers: Natalia Abad (Genesys), Michael Logan (Genesys)
Location: Theater
Session Type: Solution Spotlight
Session 302: What's Coming to the Contact Center in 2024
Speaker: Tim McElgunn (ICMI)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Session
Speaker: Leslie OFlahavan (E-WRITE)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Session 304: A Recipe for Contact Center Success from a Competitive BBQ Judge
Speaker: Justin Robbins (Metric Sherpa, Inc)
Location: Java Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Session
Session 305: Ask the Experts: The Road to Award-Winning Customer and Employee Experiences
Speakers: Kathi Daily (Zeiders Enterprises, Inc.), Stephen Minto (OneCause), Brad Cleveland (ICMI)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Boost Your Culture
Session Type: Session
Session 306: HomeTown Heroes: How to Boost Performance and Motivation in the Contact Center
Speakers: Anna Negri (Burton Snowboards), Dan Gaillard (Burton)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Revolutionize the Experience
Session Type: Case Study
Awards Ceremony and Conference Party!
Location: Wantilan Luau Pavilion
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Event Experience
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Event Experience
Location: Pacifica Pre-Function West
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Registration
How Generative AI Will Impact The Future of Work
Speaker: Crystal Washington (Crystal Washington)
Location: Oceana Grand Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Keynote
Session 401: Intentional Onboarding to Boost your Culture!
Speaker: Gina Montague (Infinite Campus)
Location: Java Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Case Study
Session 402: Finding the Path to Predictable CX
Speakers: Justin Robbins (Metric Sherpa, Inc), Nate Brown (CX Accelerator)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Revolutionize the Experience
Session Type: Case Study
Session 403: The Ease of Doing Business: Eliminating Friction in the Customer Experience
Speaker: Risa Lovell (Farm Bureau Insurance Of Michigan)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Case Study
Session 404: Restoring Trust After a Service Failure
Speaker: Jeff Toister (Toister Performance Solutions, Inc.)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Session
Session 405: The Race to Hyper-Personalized Experiences
Speakers: Josh Streets (The Scoreboard Group), Michele Carlson (NICE), Robert Beasley (Genesys), Patrick Russell (8x8)
Location: Java Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Revolutionize the Experience
Session Type: Session
Session 406: The Human Side to a Quality Journey: Evolution, Collaboration, and Change Management
Speaker: Amber Corry (Exact Sciences)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience
Session Type: Case Study
Session 501: Small Improvements, Big Impact: Exploring the Power of Nano-Coaching
Speakers: Scott Thomas (Proponisi), Beverly Cunningham (Conduent)
Location: Java Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Boost Your Culture, Maximize Productivity and Operations
Session Type: Session
Session 502: Leading Through Change While Providing Peak Support
Speakers: Hannah Steiman (Peak Support), Bianca Lazaro (Peak Support), Daniel Gutierrez (Peak Support)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations
Session Type: Case Study
Session 503: Best Practices for Hybrid and WFH on Scale
Speaker: Michele Rowan (Work From Home Alliance)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Session
Session 504: The Digital Innovation Lab: Successfully Contacting Patients in a Digital World
Speakers: Elissa Nelson (Mayo Clinic), Courtnie Garteski Bergler (Mayo Clinic)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Case Study
Session 505: Your WFM Solution Alone Can't Save You!
Speaker: Juanita Coley (Solid Rock Consulting)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Revolutionize the Experience
Session Type: Session
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Event Experience
Location: Pacifica Ballroom
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Event Experience
Contact Center: "The new frontier for Experience Center"
Speaker: Nasif Hasan (Sprinklr)
Location: Hibiscus 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
Digital Support: Zoom's Journey From Startup to Standout
Speaker: Jeff Harling (Zoom)
Location: Hibiscus 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
Harnessing the Power of AI: Time Doctor's Impact on Distributed & Hybrid Call Center output.
Speaker: Liam Martin (Time Doctor)
Location: South China Sea
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Session Type: Lunch & Learn
On-Demand Excellence: Gig Economy Solutions for Contact Centers
Speaker: Tyler Ashby (Agents Only)
Location: Theater
Session Type: Solution Spotlight
Location: Pacifica Ballroom, Solution Spotlight Stage
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Expo Hall Only Pass
Session Type: Event Experience
Session 602: Harnessing Contact Center Dynamics to Achieve Top Performance
Speaker: Brad Cleveland (ICMI)
Location: Timor 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership
Session Type: Session
Session 603: Automating Advancements in Higher Education and Beyond: The Anthology Experience
Speaker: Jordan Johnson (Anthology)
Location: Coral Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership
Session Type: Case Study
Session 604: Unlocking the Value of Data to Drive a Superior Customer Experience
Speaker: Dmitri Novomeiski (LTIMindtree)
Location: Timor 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Session
Session 605: Leadership with E's
Speaker: Doug Rabold (Bold Ray Consulting)
Location: Coral Sea 1
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Elevate Your Strategy and Leadership, Boost Your Culture
Session Type: Session
Session 606: The CX Mindset: What It Really Takes for Contact Centers to Thrive in the Digital Age
Speaker: Dianne McCoubrey (Grypp)
Location: Java Sea 2
Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass
Track: Revolutionize the Experience, Maximize Productivity and Operations
Session Type: Session
Happy Agents = Happy Customers = Happy Business.
Speaker: Chris Mounce (EvalueAgent)
Location: On-Demand
Session Type: Solution Spotlight
Ring In Success: Making Outbound B2C Phone Sales Work for the Insurance Industry
Speaker: John Merse (Regal.io)
Session Type: Solution Spotlight