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Schedule 2025

Contact Center Transformation—You’ve Got This!

Brad Cleveland  (Founding Partner and Senior Advisor, ICMI)

Amber Krueger  (VP of Shareholder Services, Ultimus Fund Solutions)

Jeremy Hyde  (Senior Director of Customer Service, Sun Country Airlines)

Location: Oceana Ballroom

Date: Tuesday, October 28

Time: 4:00 pm - 5:00 pm

Pass Type: Core Pass, Expo Only Pass, Premier Pass, Premium Learning Pass, Training Only Pass

Session Type: Keynote

Vault Recording: TBD

Buckle up—the pace of change in contact centers has never been faster, and the stakes have never been higher. In this high-energy kickoff panel, you’ll hear how three remarkable leaders are thriving through significant transformation—and guiding their organizations to do the same. We’ll uncover the principles behind their success and show you how to put them to work for yourself. You’ll walk away with bold, actionable steps to navigate the whirlwind of change, rally and energize your team, elevate your organization’s performance, and supercharge your own career. This is your playbook for turning disruption into your greatest opportunity.