ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.

Schedule 2025

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

You can find specific sessions by checking the conference tracks and/or conference pass types on the left hand side below. Check back frequently, information is added weekly! Click on session titles for full session descriptions. All times noted are in EST!!!

All Sessions Speakers My Schedule

View Sessions As:

List Grid

Pass Type

Track

Session Type

Oct 27 Monday | 7:30 am

Networking Breakfast

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Event Experience

Oct 27 Monday | 8:30 am

Pre-01: Contact Center Management

Speaker: Brad Cleveland  (ICMI)

Location: Timor Sea 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-02: Contact Center Senior Leadership

Speaker: Laura Grimes  (Harrington Consulting Group, Inc.)

Location: Timor Sea 2

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-03: Foundations in Contact Center Metrics

Speaker: Doug Tedder  (Tedder Consulting LLC)

Location: Banda Sea 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-04: Artificial Intelligence in the Contact Center

Speaker: Josh Streets  (Scoreboard Group Consulting)

Location: Hibiscus 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching

Speaker: Wendy Fowler  (Quality Service Solutions, LLC.)

Location: Hibiscus 2

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Oct 27 Monday | 11:30 am

Networking Lunch

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Event Experience

Oct 28 Tuesday | 7:30 am

Networking Breakfast

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Event Experience

Oct 28 Tuesday | 8:30 am

Pre-01: Contact Center Management

Speaker: Brad Cleveland  (ICMI)

Location: Timor Sea 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-02: Contact Center Senior Leadership

Speaker: Laura Grimes  (Harrington Consulting Group, Inc.)

Location: Timor Sea 2

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-03: Foundations in Contact Center Metrics

Speaker: Doug Tedder  (Tedder Consulting LLC)

Location: Banda Sea 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-04: Artificial Intelligence in the Contact Center

Speaker: Josh Streets  (Scoreboard Group Consulting)

Location: Hibiscus 1

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Pre-05: Supporting Operational Excellence and Unlocking Potential Through Coaching

Speaker: Wendy Fowler  (Quality Service Solutions, LLC.)

Location: Hibiscus 2

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Training

Site Tours

Pass Type: Premier Pass

Session Type: Session

Oct 28 Tuesday | 11:30 am

Networking Lunch

Pass Type: Premium Learning Pass, Training Only Pass

Session Type: Event Experience

Oct 28 Tuesday | 12:30 pm

Pre-09: Redefining Contact Center Performance: From Metrics That Matter to Outcomes That Last

Speaker: Justin Robbins  (Metric Sherpa)

Location: Coral Sea 1

Pass Type: Premier Pass

Session Type: Session

Pre-10: VOC Unleashed: Turning Feedback into a Force for Business Change or Data That Speaks Volumes: Mastering VOC to Drive Contact Center Influence

Speaker: John Goodman  (Customer Care Measurement & Consulting)

Location: Coral Sea 2

Pass Type: Premier Pass

Session Type: Workshop

Pre-11: Gopher Sport's Championship Formula: Building Elite Teams & Experiences That Win

Speakers: Beth Gauthier-Jenkin  (Gopher Sport), Chelsey Johnson  (Gopher Sport), Sarah Gibart  (Gopher Sport)

Location: Java Sea 1

Pass Type: Premier Pass

Session Type: Session

Pre-12: It Starts with Hello: How to Elevate Customer Service and Drive Customer Satisfaction

Speakers: Simon Thomson  (Steps Drama Learning Development), Allen Liedkie  (Steps Drama Learning Development), Shweta Shingote  (Steps Drama Learning Development)

Location: Java Sea 2

Pass Type: Premier Pass

Session Type: Session

Oct 28 Tuesday | 4:00 pm

Contact Center Transformation—You’ve Got This!

Speakers: Brad Cleveland  (ICMI), Amber Krueger  (Ultimus Fund Solutions), Jeremy Hyde  (Sun Country Airlines)

Location: Oceana Ballroom

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

Session Type: Keynote

Oct 28 Tuesday | 5:00 pm

Welcome Reception on Expo Floor

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

Session Type: Expo Hall

Oct 28 Tuesday | 7:00 pm

CX & AI Tiki Mixer Hosted by Cognigy and 8x8

Location: Tahitian Room

Oct 29 Wednesday | 7:30 am

Networking Breakfast

Pass Type: Core Pass, Premier Pass, Premium Learning Pass

Session Type: Event Experience

Oct 29 Wednesday | 7:45 am

Mimosas & Mingling

Pass Type: Core Pass, Premier Pass, Premium Learning Pass

Session Type: Event Experience

Oct 29 Wednesday | 8:30 am

Deepening Connection, Purpose, and Value: Mastering the Art and Science of Mattering

Speaker: Matthew Emerzian

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

Session Type: Keynote