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Conference Agenda

4:00 pm – 7:00 pm

Registration / Check-In

4:00 pm – 7:00 pm

Peers & Beers Party

6:30 am – 7:00 pm

Registration / Check-In

7:00 am – 8:30 am

Breakfast

12:00 pm – 1:30 pm

Lunch

5:00 pm – 7:00 pm

Exhibit Hall Open

5:00 pm – 7:00 pm

Expo Hall Bash and Special Preview

5:30 pm – 5:55 pm

Solutions Spotlight: Evolve to a New Approach to Workforce Optimization

6:05 pm – 6:30 pm

Solutions Spotlight: 6 Steps to Agile Customer Service

7:00 am – 6:30 pm

Registration / Check-In

7:00 am – 8:15 am

Industry Roundtables Breakfast

8:15 am – 10:00 am

Welcome & Keynote Presentation with Doug Lipp

10:00 am – 2:00 pm

Exhibit Hall Open

10:15 am – 11:00 am

Book Signing with Doug Lipp

10:15 am – 10:40 am

Solutions Spotlight: Are Your Customer Service Channels Putting Your Customers at Risk?

10:50 am – 11:15 am

Solutions Spotlight: Get It Right: Competing and Winning on Customer Experience (CX)

12:00 pm – 2:00 pm

Food Truck Rally Lunch & Learn in the Expo Hall

1:15 pm – 1:40 pm

Solutions Spotlight: Omnichannel Analytics – How Analytics are Changing and What it Means for You

6:00 pm – 8:30 pm

ICMI Global Contact Center Awards Party

7:30 am – 4:00 pm

Registration / Check-In

7:00 am – 8:15 am

Best Practices Networking Breakfast

8:15 am – 10:00 am

Keynote Presentation with Shep Hyken

10:00 am – 12:30 pm

Exhibit Hall Open

10:15 am – 11:00 am

Book Signing with Shep Hyken

10:15 am – 10:40 am

Solutions Spotlight: ICMI Book Club Discussion: How to Get Your Employees Obsessed with Service

10:50 am – 11:15 am

Solutions Spotlight: How FCR Made Their Background Screening Process “Short, Sweet, and Simple”

11:15 am – 11:45 am

Book Signing with Chip Bell

11:25 am – 11:50 am

Solutions Spotlight: Essential Guide to Delivering Next Generation Customer Service Experiences

12:00 pm – 12:30 pm

Passport to Prizes Drawing in the Expo Hall

12:30 pm – 1:30 pm

Lunch

5:15 pm – 6:00 pm

Closing Keynote with Chip Bell

7:30 am – 1:30 pm

Information Desk Open

7:30 am – 8:30 am

Breakfast

8:30 am – 5:00 pm

Post-Conference Full Day of Tours

Post 4-PM/Tour-2: Walgreens - This Tour Is Full

12:00 pm – 1:00 pm

Lunch

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr, Customer Solutions Manager, North American Bancard

Sponsors

   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.