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.
Doug Rabold is a committed CX and ITSM Leader who has led high-performing global teams of up to 350 resources and managed a portfolio of contracts exceeding $60M annual revenue. He is an acknowledged Customer Experience and Employee Experience expert who focuses on growing and developing talent to deliver exceptional service and support. Doug attended University of Illinois, holds numerous certifications and is a Certified Instructor. He has extensive public speaking experience, is a frequent podcast guest, and a contributing author to several publications. Doug is currently serving as Chairman of the HDI National Board of Directors and sits on the ITAM Forum Strategic Advisory Council. Doug was named AOTMP IT Management Professional of the Year in 2021, was a finalist for 2021 HDI Best Service and Support Manager and was selected as People’s Choice Winner for 2018 HDI Manager of the Year. He was named an HDI Top 25 ITSM Thought Leader in 2022, 2023, and 2024. Doug was selected by Customer Experience Magazine as a Top 25 CXMStar Influencer in 2023 & 2024, a 2023 Top 50 CX Influencer by CX Network, AOTMP University Influencer, and added to MattsenKumar’s CX Thought Leadership circle. He was recently named a 2024 ICMI Top 25 CX Thought Leader.