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ICMI’s Contact Center Expo: A Digital Edition provides inspirational sessions that matter to you, with high-quality speakers and more practitioner-led case studies than ever, this one-day conference is sure to educate and inspire you.

Unlike most virtual events, we invest in delivering an interactive, community-focused experience that’s rooted in practical and actional information and customized networking.

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

Sponsored Session: The Exponential Power of CX AI


Heather Hughes  (Director of Marketing, NICE)

Date: Wednesday, May 15

Time: 2:00 pm - 2:20 pm

Session Type: Keynote

Vault Recording: TBD


This keynote will explore how the power of CX AI is driving exponential value for businesses today – for agents, customers, and brands. You’ll get real-world examples of results derived from augmenting agent experiences, automating more consumer interactions, and aligning your brand-specific knowledge to every interaction. When you’re CX AI ready, you can make a lasting difference – to operating costs, customer satisfaction, and brand loyalty.


So, if you are thinking about how to bring AI (including gen AI) into your operations, join this session to learn:

• The exponential power of CX AI
• 3 ways to win with CX AI
• What it means to be CX AI Ready