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ICMI's Contact Center Expo: A Digital Experience 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. Click on session titles for full session descriptions. All times noted are in EST.

Dianne DurkinPresident & CEOLoyalty Factor

Dianne has presented dynamic and informative keynotes and breakout sessions on topics including talent management, the change process, leadership, corporate cultures, the multigenerational workforce, and employee engagement for organizations including National Association of Background Screeners, Granite State HR, Contact Center Pipeline, Bank of America, Society for Human Resource Management, American Society for Healthcare Human Resources Administration, SOCAP International, ICMI, and many more. In over 20 years as President and Founder of Loyalty Factor, Dianne Durkin has used her professional experience in training and development, finance, direct sales and international marketing to lead companies into new markets and directions, handle organizational restructures, and set up programs that will build lasting commitments with employees and customers to increase productivity and profitability. Dianne Durkin has over 25 years of experience in finance, sales, international marketing, and training & development. She has held Vice President of Marketing and Presidential positions with companies like Gulf Oil, Digital Equipment Corp, Corporate Branding Partnership and ASTEA International. Dianne’s combination of executive management and entrepreneurial skills has proven very beneficial in helping major corporations and small enterprises achieve maximum results.