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New in 2016

Attendees return year-after-year because the content is always fresh and relevant, offering inspiring keynotes, a 'behind the stage" view' into new and exciting site tours, new eye-opening case studies from leading organizations, plus unique ways to connect with your peers. Take a look at a few things new in 2015.

New Sessions and Speakers

Session 501
Take an Agent-Centric Approach to Enhance the Customer Experience
Wednesday | 1:45 PM – 2:45 PM
Penny Tootle, Customer Care Manager, Las Vegas Valley Water District

Research has shown that the cornerstone of the customer experience is the front line agent.  Hear how Las Vegas Valley Water District’s call center is managed with this as the key driver behind the meter to cash philosophy.  The outcome agent optimization has enhanced employee engagement, re-focused empowerment efforts, improved common contact center metrics, and increased internal employee satisfaction scores.
Session 202 - Case Study
Deriving Measurable ROI and Impact from your VOC Data and Tools
Tuesday | 1:45 PM – 2:45 PM
John Goodman, Tara Odell
There are a multitude of tools available to collect and interpret “voice of the customer” data. How much of this is hype and what produces real value? Where should you spend the most time and resources? This informative session will provide a roadmap for assessing your VOC and quality measurement processes, and help determine the optimal balance of investment in technology vs. analytical expertise.  Discover how Phonak uses data from multiple tools and sources to impact customers at four levels – at the individual rep transaction, the team, call center strategy, and by identifying opportunities and proactively communicate with customers.

New panel discussion featuring ICMI’s 2015 Global Contact Center Award Winners!
Session 203
Secrets to Developing an Award-Winning Customer Service Team
Tuesday | 1:45 PM – 2:45 PM
Brock Faucette, Cecelia Mastin, Erica Strother Marois, Murray Warring
Today's contact center is challenged by rising customer expectations, new service channels, and ever-changing technology, and the role of customer service has never been more important. So, how can leaders in the contact center develop award-winning teams that deliver best in class service? Attend this engaging session to hear secrets to success and innovative tips from recent ICMI Global Contact Center Awards Winners.

New Keynote Speakers

JON WOLSKE, Culture Evangelist,
Jon speaks with a focus on culture and customer experiences and their importance in business today. He has inspired such companies as Bath & Body Works, Aetna, Merck, Humana and State Farm. In this keynote Jon will demonstrate how understanding the purpose of your business can inspire results from everyone!



MYRA GOLDEN, Customer Loyalty Expert, Myra Golden Media
Specializes in a number of areas including customer recovery, customer loyalty, and social media for customer service, Myra has created programs for such clients as Verizon Business, McDonald's, Coca-Cola, National Car Rental, Michelin Tires, and Frito-Lay to name a few. In this keynote, Marta will provide the insights, benchmarks and motivation to deliver on the needs and expectations of your customers.


New Networking and Social Activities

Newcomer's Networking | Solutions Spotlight Theater, October 19 from 5-7PM
The ICMI Community Team will help you connect with fellow first time Contact Center Demo attendees during this fun activity that's geared toward helping you make the most of your conference experience.

#CCDEMO15 Social Challenge | All conference long — This exciting activity ensures that you'll get to experience the best of what Contact Center Demo 2015 has to offer, all while building your professional networking and having the opportunity to win some exciting prizes along the way.

Community Treasure Chest | During Demo Hall Hours — We're pulling out all of the stops when it comes to giving out prizes in Las Vegas! Everyone's a winner in this scratch off game that includes discounts, ICMI swag, and the possibility of pulling a big ticket prize from our Treasure Chest!


New Case Studies

Learn from Mindbody, Erie Insurance, Columbia Sportswear,, San Antonio Water System, Berkshire Hathaway, and more.

New Exhibitors

Along with many of your favorite exhibitors, this year a few 'new to Demo' solution providers will be on-site to discuss and demonstrate their latest technology and services to make your contact center even more successful.

New Site Tours

Attendees registered for one of these behind the scenes educational tours will hear from key personnel on successes, technology used, and more. Site Tours this year include:, Caesar's Entertainment, Las Vegas Valley Water District, and GES National Servicenter

New Amazing Location

What more can we say - Las Vegas! A city full of excitement and energy is sure to inspire you to greatness. Join us at the Rio where all conference activities will take place. It's just a short walk from 'the strip' where you will find a wide selection of dining and entertainment options.

“I loved the fact you could set up half hour sessions with ICMI experts to discuss relative issues."

Amy Sternfels, VP, Customer Experience, Flagstar


   © 2016 UBM, All Rights Reserved.

   © 2016 UBM, All Rights Reserved.