Keynote Presentations

Your Future in the Contact Center

Brad Cleveland

ICMI Founding Partner Brad Cleveland will navigate the dynamic and rapidly changing terrain of contact center management and leadership. Delve into how the profound changes taking place in technology, customer expectations, the workforce, and the economy, will reshape contact centers in the months and years ahead. How will roles—from supervisors to senior level leadership—need to evolve?

Whether you’re an industry veteran or stepping into a contact center management or leadership role for the first time, this kickoff will provide context and perspective that will help you lead your team and organization into the future.

About the Speaker

Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada, and the U.S. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His books include Contact Center Management on Fast Forward (ICMI, 4th edition 2019) and Leading the Customer Experience (Kogan Page, 1st edition 2021). Contact info: www.bradcleveland.com

Accelerating into the Exponential Age: Are You Ready for Liftoff?

Andy Traba

Buckle up - we stand at the dawn of a new era of exponential technological change. Leaders need an exponential mindset across data, intelligence, processes, and ecosystem connectivity to thrive. In this vision session, attendees will learn strategies and best practices for accelerating their organizations and customer management capabilities into the Exponential Age. Is your organization ready for liftoff?

About the Speaker

Andy Traba is VP of Product Marketing at NICE, helping brands create experiences that flow. Today he focuses on how organizations deliver CX@Scale and has a successful track record in driving innovation strategies and go-to-market initiatives for startups and large enterprises. He’s worked in AI and Analytics since before it was cool, and has nearly 20 years’ experience in product management, data science, and business operations. Outside of work, Andy is a dad to twins, a cocktail aficionado, and never turns down a good bet. 

UNSTOPPABLE

Alex Weber

International Keynote Speaker, Award-Winning Entertainer, and American Ninja Warrior

What would you do if you were UNSTOPPABLE? In the fast changing world of contact centers, we all hit setbacks, fears, negativity, pressures, and uncertainty. But not everyone knows how to overcome these challenges, so most people will back away or give up on their goals. Not on Alex Weber’s watch! Alex gives you his award-winning system to be The Unstoppable You!

Alex Weber knows both sides. As an American Ninja Warrior, Host for NBC, acclaimed Author, and US Lacrosse Coach of the Year, Alex has reached record-breaking achievements. But with these accomplishments, he's also had to face intense pressure, hard failures, and his own limitations. It is this sincere knowledge of both sides of achieving that makes Alex one of the most impactful keynote speakers today.

In this keynote, Alex gives you his battle-tested system to achieve peak leadership & performance in the most critical moments when you need to be at your best - and when other people need you to be at your best. When other people stop, you will keep going, growing, and getting to the goals that matter most to you. This is how you win in your work, your relationships, and in your life!

About the Speaker

Alex Weber is an American Ninja Warrior, Award-Winning Leader & Entertainer positively inspiring millions to achieve breakthrough success! Not only does Alex talk the talk as an in-demand international speaker, he’s walked the walk as an elite competitor on NBC’s Emmy-nominated series American Ninja Warrior. Well, more like, leaped the leap! This wildly popular TV show has sparked a global phenomenon to the extent that hundreds of thousands of people apply, and only a few hundred are given the rare opportunity to compete. Alex is the only person to host and compete on NBC American Ninja Warrior.

Alex’s greatest passion is championing your highest potential by helping you find your Edge, because success is about more than just knowing what to do, it’s knowing how to do it.

Alex shows Top Professionals and Leaders how to bring their very best every day, and to the most high-stakes situations that can make or break your success. It's his sincere understanding of peak performance and peak challenges, mixed with inspiring stories and actionable strategies that makes Alex unforgettable and your human shot of espresso. With his contagious energy and passion, Alex shares his game-changing secrets to record-breaking success!

How Generative AI Will Impact The Future of Work

Crystal Washington

Tech Strategist and Futurist

The future of generative artificial intelligence is here, and you don't have to look far to see it. Technologies like ChatGPT are quickly becoming the most effective and efficient way for busy professionals to increase productivity and for businesses to drive profit. Constant tech innovations are radically redefining the face of the workplace. Technology strategist and futurist Crystal Washington will show you how to keep an eye on the horizon, enabling you not only to survive but thrive as waves of change approach. 

This session will help you:

• Identify the significant ways in which technology is re-programming us all.
• Understand what generative AI is and is not, its limitations, and best applications.
• Discover the Top Ten Trends that will impact you, your workplace, and your industry.
• Uncover tips and tactics for getting ahead of the curve.

Attendees will leave this keynote confident in navigating transformation trends, embracing change, and evolving their leadership perspective.

About the Speaker

Crystal Washington, CSP works with organizations that want to leverage technology to increase profits and productivity!

Crystal’s clients comprise Fortune 500 companies including Google, Microsoft, and GE and as a sought-after keynote speaker, she has entertained and educated audiences around the globe.

She has appeared in numerous publications including Entrepreneur, Bloomberg Businessweek, and Forbes and is regularly called on by major television networks as a tech expert.

Crystal is the author of the books One Tech Action: An Efficiency Guide for Busy Non-techie Professionals to get More Done, Build Better Relationships, and Enjoy More Free time and The Social Media Why: A Busy Professional’s Practical Guide to Using Social Media Including LinkedIn, Facebook, Twitter, YouTube, Pinterest, Google+ and Blogs for Business.