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.
Location: Oceana 7
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Location: North Desk Registration
Pass Type: Training + Standard Conference Pass
Session Type: Registration
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
Location: Oceana 7
Pass Type: Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
Location: North Desk Registration
Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass
Session Type: Registration
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
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Training + Standard Conference Pass, Training Only Pass
Session Type: Event Experience
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
Track: Maximize Productivity and Operations
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
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
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
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
Content Center Show - LIVE Podcast
Speakers: Bob Furniss (Touchpoint Associates), Amas Tenumah
Location: Expo Hall Floor - Booth 1120
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: North Desk Registration
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Registration
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
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: Bala Venkataramanan (BILL), 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: Thriving Post COVID Chaos: Reinventing 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, Maximize Productivity and Operations
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
Session 201: Zero Agents: A Case Study on Rebuilding a Contact Center
Speaker: Erin Murdock (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
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: Timor Sea 2
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Lunch and Learn
Location: Timor Sea 1
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Lunch and Learn
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
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
Content Center Show - LIVE Podcast
Speakers: Bob Furniss (Touchpoint Associates), Amas Tenumah
Location: Expo Hall Floor - Booth 1120
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
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
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
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
Content Center Show - LIVE Podcast
Speakers: Bob Furniss (Touchpoint Associates), Amas Tenumah
Location: Expo Hall Floor - Booth 1120
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
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
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
Awards Ceremony and Conference Party
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: North Desk Registration
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Registration
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
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
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 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
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: Nathan Flowers (Advantage Communications), Vanessa Hardy-Bowen (Spirit Airlines)
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
Speaker: Afshan Kinder (SwitchGear, Ltd. & elevate2Great)
Location: South China Sea
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Session
Location: Oceana 7
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Location: Timor Sea 1
Pass Type: Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Lunch and Learn
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
Content Center Show - LIVE Podcast
Speakers: Bob Furniss (Touchpoint Associates), Amas Tenumah
Location: Expo Hall Floor - Booth 1120
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Event Experience
Pass Type: Expo Hall Only Pass, Standard + Workshop + Site Tour, Standard Conference Pass, Training + Standard Conference Pass
Session Type: Expo Hall
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