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.
Kick-Off with Brad Cleveland: State of the Contact Center Industry-Your Most Important FAQs
Keynote: Brad Cleveland
Session Type: Keynote
KEYNOTE: What's Your Pink Cadillac? The Transformational Power of Prioritizing Joy
Speaker: Ryan Campbell (Ryan Campbell)
Session Type: Keynote
Session 102: AI and the Role of Human Intelligence in Contact Centers
Speaker: Jeff Rumburg (MetricNet, LLC)
Session Type: Session
Session 103: Change Management - The Human Side of It!
Speaker: Travis Stuart (Cellular Sales National Contact Center)
Session Type: Session
Solution Spotlight: Modernize Your Workforce: Next-Level Performance Management
Speaker: Jimmy Chebat (ZIZO Techologies)
Session Type: Sponsored Session
Solutions Spotlight: AI in Action: How to Unleash the Power of AI for Exceptional CX
Speaker: Michele Carlson (NICE)
Session Type: Sponsored Session
Session Type: Sponsored Session
Session 201: Zero Agents: A Case Study on Rebuilding a Contact Center
Speaker: Erin Murdock (Northern Arizona University)
Session Type: Session
Session 202: Revolutionizing Customer Experiences: Unleashing the Power of Generative AI!
Speaker: Sharang Sharma (Everest Group)
Session Type: Session
Session 203: Future-Proof Customer Contact: Your Guide to Reskilling and Upskilling
Speaker: Bryant Richardson (Real Blue Sky LLC)
Session Type: Session
Sponsored Session: The Exponential Power of CX AI
Keynote: Heather Hughes (NICE)
Session Type: Keynote
Session 301: Cultivating Courage: Transforming Contact Center Excellence with Continuous Improvement
Speaker: Adrienne Fischer (STCU)
Session Type: Session
Session 303: Maximizing Impact: Leveraging Technology to Drive Experience
Speaker: Doug Rabold (Bold Ray Consulting)
Session Type: Session
Session Type: Sponsored Session
Session 401: Think Big, Start Small, Move Fast
Speakers: Courtnie Garteski Bergler (Mayo Clinic), Brenda Johnson (Mayo Clinic)
Session Type: Session
Session 402: The Social Channel You're Ignoring: How to Respond to Ratings and Reviews
Speaker: Leslie OFlahavan (E-WRITE)
Session Type: Session
Session 403: AI Promise vs. Reality in Contact Centers
Speaker: Christa Heibel (CH Consulting Group)
Session Type: Session