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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.

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Click on session titles for full session descriptions. All times noted are in EST.

Session 405: The Race to Hyper-Personalized Experiences

Josh Streets  (ICMI Business Associate and CEO, The Scoreboard Group)

Michele Carlson  (Sr. Product Marketing Manager, NICE)

Robert Beasley  (Director, Strategic Solutions, Genesys)

Patrick Russell  (Director & Product Management, 8x8)

Location: Gardenia

Date: Thursday, October 19

Time: 10:15 am - 11:15 am

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass - Get your pass now!

Track: Elevate Your Strategy and Leadership, Revolutionize the Experience

Session Type: Session

Vault Recording: TBD

Join a panel discussion with industry leading CX partners where they’ll be discussing the topic of personalization for both service/sales channels as well as contact center agents. With streaming apps like Netflix, Spotify, and others serving up recommended viewing/listening to fitness apps or platforms suggesting tailored workouts or meal plans, one thing is clear – we’re moving beyond the persona to the individual to deliver personalized experiences and journeys based on data, preferences, and driving loyalty.

Attend this session to hear insider predictions on technology trends, how AI will help support this shift, and real-life use cases that are already happening. To add some excitement, we'll have one open chair on the panel for a few audience members who are passionate about chiming in to join us in responding or sharing their point of view along the way. Don’t miss this opportunity to go beyond the booth to hear from these industry pioneers all at the same time!