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Join Your Peers with a Complimentary
Expo Hall/Keynotes Pass

Can’t take part in the full conference? No worries. At least come explore the Expo Hall! All 1,500 attendees will be there for some ultra-accessible networking, and it'll be jam-packed with the most innovative industry solution providers. New contacts, new technologies, the latest contact center products and services—all at your fingertips.

With this special pass also comes access to all the keynote presentations! Inspiring, educational, and always entertaining, our keynotes will get you pumped to knock your customers’ socks off. And if that’s still not enough… you’re also invited to select peer networking receptions where you’ll enjoy a relaxed environment and the chance to swap stories and best practices. The pass is complimentary for end-users only.* Attend one day or all three.

Register Now

Note: Online registration for an Expo Hall pass ends May 18. On-site registration will still be available for approved end-users.

Your Expo Pass Includes:

Monday, May 22

5:00pm-7:00pm -- Expo Hall Bash and Special Preview

5:30pm-5:55pm -- Solutions Spotlight Session in the Expo Hall presented by NICE
Evolve to a New Approach to Workforce Optimization

6:05pm-6:30pm -- Solutions Spotlight Session in the Expo Hall presented by Serenova
6 Steps to Agile Customer Service

Tuesday, May 23

-- Keynote Presentations

    • Welcome Address: Transform Your Organization To Build Life Long Relationships With Your Customers
      Tim Rauschenbach,Vice President of Customer Service, Herff Jones, a Division of Varsity Brands
    • Keynote Address
      Brad Cleveland, Author and Co-Founder of ICMI
    • Featured Keynote: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
      Doug Lipp, Former Disney Head of Training, Expert on The Art of Customer Service, Leadership, and Change

10:00am-2:00pm --- Expo Hall Open

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by inContact
Are Your Customer Service Channels Putting Your Customers at Risk?

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by ForeSee
Get It Right: Competing and Winning on Customer Experience (CX)

12:00pm-2:00pm -- Lunch & Learn Food Truck Rally in the Expo Hall.
Food trucks, beverages, and plenty of networking!

1:15pm-1:40pm -- Solutions Spotlight Session in the Expo Hall presented by Genesys
Omnichannel Analytics – How Analytics  are Changing and What it Means for You

6:00pm-8:30pm -- ICMI Global Contact Center Awards Party
(additional ticket purchase required - $89)  Join us as we recognize excellence in the industry through proven best practices and performance. Who will it be this year? Find out in person by joining your peers and team members at this fun-filled celebration!

Wednesday, May 24

8:30am-10:00am -- Keynote Presentations

    • Welcome Address: From Transactional to Intelligent Conversational Service: Your 2017 Imperative
      Presenter: Keith Pearce, Vice President, Service Cloud Product Marketing, Salesforce
    • Keynote:
      Presenter: Justin Robbins, Community Director, ICMI and HDI
    • Featured Keynote: Amaze Every Customer, Every Time
      Presenter: Shep Hyken, Customer Service & Experience Expert, and New York Times & Wall Street Journal Bestselling Author

10:00am-12:30pm --- Expo Hall Open

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by ICMI
Topic: ICMI Book Club Discussion with Jeff Toister: How to Get Your Employees Obsessed with Service

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by Checkr
How FCR Made Their Background Screening Process "Short, Sweet, and Simple"

11:25am-11:50am -- Solutions Spotlight Session in the Expo Hall presented by Oracle
Essential Guide to Delivering Next Generation Customer Service Experiences

12:15pm-12:30pm -- Passport to Prizes Drawing, Solution Spotlight Theater in Expo Hall
Get your completed passport turned in to the ICMI booth before 12:00pm to be eligible for the drawing.

4:15pm-5:15pm -- Closing Keynote
Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable
Presenter: Chip Bell, Customer-Focused Strategy Expert


Passport to Prizes -- during Expo Hall hours
This is your opportunity to win valuable prizes! Stop by and say "Hi" to participating vendors, have your passport stamped, and return the completed passport  to the ICMI booth for your chance to win great prizes such as a $200 Amazon gift card, an iPad, Bose noise cancelling headphones, and more.
Prize drawings will take place at the Solutions Spotlight Theater at 12:15pm on Thursday.

Career Development Roadmap -- during Expo Hall hours
Receive a customized professional development “roadmap” for you and your team.
For more information, contact Todd Piccuillo at

Solutions Spotlight Sessions provide first-class education and conclude with a drawing for a $100 American Express Gift Certificate!

*NOTE: Complimentary Expo Hall/Keynote pass is for end-users only and must be approved by the Event Director.


This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw , Sponsor and Donor Relations Operations Analyst, Compassion International


   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.