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Agenda

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.

May 17 Wednesday | 11:30 am

Kick-Off with Nate Brown! Welcome to Contact Center Expo: A Digital Experience

Speaker: Nate Brown  (CX Accelerator)

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 11:35 am

Modern, Cloud-First Customer Experiences Delivered by ChromeOS

Sponsor Speaker: Matthew Clare  (Google)

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 12:00 pm

The Best Story Wins in Business and Beyond!

Speaker: Matthew Luhn

Location: Session page in app

Session Type: Keynote

May 17 Wednesday | 1:00 pm

Session 101: Leadership Can Be Taught- Here's How to Do It

Speaker: Hannah Steiman  (Peak Support)

Location: Session page in app

Session Type: Session

Session 102: Elevating the Employee Experience at UPMC Health Plan

Speaker: Taylor Duffy  (UPMC Health Plan)

Location: Session page in app

Session Type: Session

Session 103: Anthology Student Success- Attracting, Engaging and Retaining Talent in an Evolving Global Landscape

Speakers: Jim Rasnick  (Anthology, Inc.), Richa Batra  (Anthology, Inc.), Tyler Haynes  (Anthology, Inc.)

Location: Session page in app

Session Type: Session

May 17 Wednesday | 1:45 pm

Google Chrome OS Demo

Location: Session page in app

Session Type: Sponsored Session

May 17 Wednesday | 2:00 pm

Solution Spotlight: Enlighten Actions: Revolutionizing CX through AI

Sponsor Speaker: Elizabeth Tobey  (NICE)

Location: Session page in app

Session Type: Sponsored Session

May 17 Wednesday | 2:45 pm

Session 201: How to Lead High-Performing Contact Centers and Teams

Speaker: Josh Streets  (Scoreboard Group)

Location: Session page in app

Track: Elevate Your Strategy and Leadership, Boost Your Culture

Session Type: Session

Session 202: Experience management in 2023. How will your contact center thrive in an uncertain economy?

Speaker: Tim McElgunn  (Informa Tech- Enterprise IT)

Location: Session page in app

Session Type: Session

Session 203: How to Write FAQs That Answer Customers' Questions and Feed Useful Content to Chatbots

Speaker: LESLIE OFLAHAVAN  (E-WRITE)

Location: Session page in app

Track: Maximize Productivity and Operations

Session Type: Session

May 17 Wednesday | 3:45 pm

Solution Spotlight: 3 Things to Consider Before Implementing AI in the Contact Center

Sponsor Speakers: Jessica Smith  (8x8), Tricia Morris  (8x8)

Session Type: Sponsored Session

May 17 Wednesday | 4:30 pm

Session 301: Flexible Coaching: A Workshop to Build Your Toolbox

Speaker: Dianne Durkin  (Loyalty Factor)

Location: Session page in app

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Session 303: Visibility, Transparency, Accountability: Leveraging Metrics for Transformational Change!

Speaker: Jeff Rumburg  (MetricNet, LLC)

Location: Session page in app

Track: Maximize Productivity and Operations, Boost Your Culture

Session Type: Session

May 18 Thursday | 11:30 am

Welcome to Contact Center Expo: A Digital Experience, Day 2!

Speaker: Nate Brown  (CX Accelerator)

Location: Session page in app

Session Type: Keynote

May 18 Thursday | 11:35 am

Embracing the Future: How Generative AI will Transform Contact Centers and Shape Your Career

Speaker: Brad Cleveland  (ICMI)

Location: Session page in app

Session Type: Keynote

May 18 Thursday | 12:00 pm

Courageous Cultures: Building Teams of Micro-Innovators, Problem Solvers, and Customer Advocates

Speaker: Karin Hurt

Location: Session page in app

Session Type: Keynote

May 18 Thursday | 1:00 pm

Session 401: The Power of Frameworks: Maturing Your Contact Center

Speaker: Paul Richardson  (Zeiders Enterprises, Inc.)

Location: Session page in app

Session Type: Session

Session 402: Left Brain, Right Brain, Your Brain and Customer Experience

Speakers: Nate Brown  (CX Accelerator), Justin Robbins  (Metrics Sherpa)

Location: Session page in app

Track: Revolutionizing the Customer Experience

Session Type: Session

Session 403: Managing Work From Home and Hybrid Programs for the Long Haul

Speaker: Michele Rowan  (Work From Home Alliance)

Location: Session page in app

Track: Maximize Productivity and Operations, Elevate Your Strategy and Leadership

Session Type: Session

May 18 Thursday | 1:45 pm

Google Chrome OS Demo

Location: Session page in app

Session Type: Sponsored Session

May 18 Thursday | 2:00 pm

Solution Spotlight: Modern, Cloud-First Customer Experiences Delivered by ChromeOS

Sponsor Speaker: Matthew Clare  (Google)

Location: Session page in app

Session Type: Sponsored Session

May 18 Thursday | 2:45 pm

Session 501: Why curiosity and chaos are key to building teams

Speaker: Dan Smitley  (Call Design)

Location: Session page in app

Track: Boost Your Culture, Elevate Your Strategy and Leadership

Session Type: Session

Session 502: Enhance CX by Communicating Risk to Customers

Speaker: John Goodman  (CCMC)

Location: Session page in app

Track: Revolutionizing the Customer Experience, Elevate Your Strategy and Leadership

Session Type: Session

Session 503: How AI Can Solve Workforce Management Challenges

Speakers: Christa Heibel  (CH Consulting Group), Derek Carder  (Frontpoint)

Location: Session page in app

Track: Maximize Productivity and Operations

Session Type: Session

May 18 Thursday | 3:45 pm

Session 601: Exploring Disparate Data to Unlock Customer Value

Speaker: Bryant Richardson  (Real Blue Sky LLC)

Location: Session page in app

Track: Elevate Your Strategy and Leadership, Maximize Productivity and Operations

Session Type: Session

Session 602: Practical Ways to Maximize CX Impact with Heart & Science

Speaker: Stacy Sherman  (Doing CX Right)

Location: Session page in app

Session Type: Session

Session 603: Every Leader's Guide to Understanding and Managing Customer Queues

Speaker: Brad Cleveland  (ICMI)

Location: Session page in app

Session Type: Session