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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.

[VIRTUAL] Session 305: Ask the Experts: The Road to Award-Winning Customer and Employee Experiences

Kathi Daily  (Advising Services Operations Manager, Zeiders Enterprises, Inc.)

Stephen Minto  (Senior Director, Customer Support, Consulting & Customer Education, OneCause)

Brad Cleveland  (Founding Partner and Senior Advisor, ICMI)

Location: On-Demand

Date: Thursday, October 19

Time: 3:10 pm - 4:10 pm

Pass Type: Training + Standard Conference Pass, Premium Pass, Standard Conference Pass, Digital Standard Pass, Expo Hall Only Pass - Get your pass now!

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Virtual Session

Vault Recording: TBD

We often hear from executives outside of the contact center and customer service functions that building and maintaining excellent customer and employee experience is just too expensive. They look to cut back on investments in CX and EX as soon as the economic outlook gets a little scary. Well, we know they’re wrong.

Years of data make it crystal clear: organizations that consistently invest in the tools and training needed to create and deliver excellent customer and employee experiences realize solid returns on those investments. In fact, those organizations’ performance results consistently outpace their peers, and the market, through good times and bad. These winners of ICMI’s 2022 Global Contact Center Awards for Best Contact Center have proven that they know what it takes to achieve that kind of success and we are thrilled to share their insight and advice with you.

Join us to hear from the following contact center leaders:

  • Stephen Minto from OneCause
  • Katherine Daily from Zeiders Enterprises, Inc.