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.


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.

Check back frequently, information added daily!

Click on session titles for full session descriptions. All times noted are in EST.

Patrick RussellDirector & Product Management8x8

Patrick Russell is a contact center expert with over 18 years in the industry; he’s currently the director of product management at 8x8. Patrick has held nearly every role within a contact center, including managing operations of several thousand agents, and he has been recognized as an industry thought leader by several organizations. With a passion for technology and finding new ways to help businesses improve, Patrick is an optimistic, creative problem solver with an employee-first approach to improving the customer experience. When he’s not working, you can find Patrick working on carpentry projects or traveling the world.