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ICMI Contact Center Expo & Conference brings in some of the most dynamic and inspiring personalities to kick-start the conference mornings. Join your peers on Wednesday and Thursday mornings for entertaining, energetic presentations that relate to your day-to-day life and inspire you to success!

Featured Keynote: The Ultimate Customer Experience® - The Key to Lifelong Loyalty and Endless Referrals

Wednesday | 8:15 AM – 10:00 AM
Scott McKain

What is the ultimate experience that a customer could have doing business with your organization? Scott McKain has been discussing this critical topic so long, his company owns the Federally protected trademark on the term “Ultimate Customer Experience!” Scott’s keynote will address what it takes to create undying loyalty and endless referrals.  In this keynote you will learn:  The five steps to an Ultimate Customer Experience®; why the experience – and not service – generates loyalty; and what you need to do to create it; the information you need to personalize the experience, in order to intensify the customer’s commitment to your organization.

Scott McKain

, Business Leader and Best-Selling Author

Scott McKain is an internationally known authority who helps organizations create distinction in every phase of business and teaches how to deliver an “Ultimate Customer Experience®.”

He is the founder of a consulting and training company that explores the role of ultimate customer experiences in creating enhanced client retention and revenue, and is the author of three Amazon.com #1 business bestsellers; all teaching how to expand profits, increase sales, and engage customers. McKain’s latest book, released by publisher McGraw-Hill and titled "7 Tenets of Taxi Terry," provides the specific steps for every employee to create and deliver ultimate customer experiences.

Scott McKain’s presentations benefit from three decades of experience, combined with his innate talent for articulating successful ideas. McKain has spoken before and consulted for the world’s most influential corporations.

He has presented his business strategies on platforms in all fifty states and seventeen countries...from Singapore to Sweden; from Mexico to Morocco...from the White House with the President in attendance; to conferences in Dubai and Abu Dhabi. He has been honored with induction into the "Professional Speakers Hall of Fame." And, he is a member of "Speakers Roundtable" -- an elite, invitation-only group of twenty business speakers considered by many to be among the best in the world.

Featured Keynote: The Hidden Truth - Your Contact Center Is the Voice of Your Business

Thursday | 8:15 AM – 10:00 AM
Lu Battaglieri

This powerful keynote will address the barriers between contact centers and C suite level  leaders. What are they? Why are they there? How can they be overcome?   Join Lu Battaglieri as he takes you through his personal journey of how becoming the senior leader of the call center changed his outlook on the voice of the customer. Discover the challenges and obstacles he had as a new leader, and the actions taken to address them at the C suite level. He will talk candidly about gaining buy-in at the top, how customer focus became a main strategy for Delta Dental of Michigan, and the steps that led to a cultural evolution. Discover how one C level leader became the “first follower” of the call center – and the extraordinary impact that it had across the organization

Lu Battaglieri

Delta Dental of Michigan, Ohio and Indiana, Senior Vice President, Chief Public Affairs Officer and Chief of Operations

Mr. Battaglieri serves as senior vice president, chief public affairs officer and chief of operations for Delta Dental of Michigan, Ohio, and Indiana and RHSC. Prior to assuming this post in 2012, he served in various positions, including president, chief executive officer, chief operating officer and executive director of the 150,000-member Michigan Education Association (MEA), the nation’s fourth largest education association, for 13 years.   His responsibilities included; member advocacy and representation; management of over 700 employees; and, oversight of subsidiary companies including MESSA, a health care provider, and MEAFS, a financial services company. Mr. Battaglieri is an alumnus of Michigan State University with undergraduate and graduate degrees.

Delta Dental of Michigan, Ohio and Indiana, and its affiliates in Arkansas, Kentucky, New Mexico, North Carolina and Tennessee collectively are among the largest dental plan administrators in the nation. In 2013, the enterprise paid out nearly $3 billion for dental care to 12.1 million enrollees. Offices are located in Okemos and Farmington Hills, Mich.; Columbus, Cleveland and Cincinnati, Ohio; Indianapolis, Ind.; Sherwood and Little Rock, Ark.; Louisville, Ky.; Albuquerque, N.M.; Raleigh and Charlotte, N.C.; and Nashville, Knoxville and Memphis, Tenn.

Welcome Keynote: Leading With Service to Create Strategic Business Differentiation For Your Company

Wednesday | 8:15 AM – 8:40 AM
Grand Ballroom
Keith Pearce

Keith Pearce

Salesforce, VP of Product Marketing

Keith is Vice President Product Marketing Service Cloud at Salesforce. He brings nearly twenty years of experience to the customer service arena, and has worked with customers and partners across the globe to understand the importance of customer service and its application in their business.  He is a frequent speaker, author and thought leader in the customer service industry.  Prior to Salesforce, Keith worked at Genesys where he was responsible for Corporate Marketing. He holds degrees from the University of Florida and Georgetown University.

Keynote

Wednesday | 8:40 AM – 9:00 AM
Grand Ballroom
Brad Cleveland

Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Former President/CEO

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

Keynote

Thursday | 8:40 AM – 9:00 AM
Justin Robbins

Justin Robbins

ICMI, Community Director

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis, Network/Telecommunications Analyst, Vectren Corporation

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