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: 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.

Sharang SharmaVice PresidentEverest Group

Sharang Sharma is the Vice President at Everest Group, a research and advisory firm in the global sourcing space. Sharang oversees the research in the Customer Experience Management (CXM) space. Sharang's been with the firm for around nine years and has overseen or authored multiple research pieces around CXM on topics such as market trends, buyer demands and expectations, digital CX tools and adoption, conversational AI, CCaaS, analytics, generative AI, among others. Sharang has also worked with a number of Fortune 1000 enterprises supporting them on their CX requirements, as well as CX BPOs.