Register Now!
NEW FOR ’09: Pre-Conference Summits
Three Invigorating Keynote Presentations
Networking opportunities to meet and greet your peers
Ten Case Studies From Top Organizations
ICMI's Ask the Experts — 30 minutes of complimentary industry expert advice
BEST VALUE! All-Access Conference Package
$1,995 through July 17th, 2009 – All-Access for the price of Premium!

$2,295 through August 21st, 2009 | $2,495 after August 21st, 2009
Premium Conference Package
$1,695 through July 17th, 2009 – Premium for the price of Main!

$1,995 through August 21st, 2009 | $2,195 after August 21st, 2009
Main Conference Package
$1,695 through August 21st, 2009 | $1,895 after August 21st, 2009
Exhibit Hall Pass
Free with pre-registration. $50 on-site.
Team Discount: Buy three conference registrations, get the fourth registration free. Not combinable with other discounts.

ACCE2009 Brochure

Download Brochure

Platinum Sponsor

customer service software solutions

Gold Sponsor

customer service software solutions

Sterling Sponsor

customer service software solutions

ACCE2009 Twitter ACCE2009 Facebook

Sign up to receive updates on this and future ICMI events.

Mark your calendar! Mark Your Calendar

Forward to a Colleague

Download ACCE ’09 banners

TV Giveaway

Partners

CRM Xchange Customer Service Group Call Center Ops Society of Workforce Planning Professionals Call Center Jobs Tele-Plaza Professional Teleservice Management Association Quality Assurance & Training Connection

Sign up to get the latest news and offers from ICMI!

About ICMI

Keynote Presentations
Please select your session by clicking on the dropdown menu below:

Keynote Presentation: Leading at the Edge of Change

Wednesday, October 07, 2009 8:45 AM - 10:00 AM

Dr. Janet Lapp delivers a powerful message: change is not a force to be feared but an opportunity to be seized – and the choice is ours! Leadership in this new era requires the ability to think and lead others in new ways. Hear how companies have broken the mold and pushed the edges in customer experience and leadership.

Drawing on 25 years of pioneering work with peak performers in all fields, this high-energy keynote will show you how to take smart risks and push you to the edge of what’s possible. If you’re not the best you could be, why not? Are you or your department aspiring to mediocrity? Do not wait to be told what to do – you know your company's values and mission, and the potential you have to make a difference. Make decisions based on those givens, and you cannot go far wrong. The worst approach now is to do too little, especially given the immense challenges on our economy, organizations and customers. Move forward! Don’t wait! The window of opportunity closes quickly.

Dr. Lapp’s inspiring message will help you discover opportunities in rapid change rather than focus on problems, see the positives in current change and thus keep team morale high, and develop personal and team accountability. With humor and finesse, she will confront you with the truth of what you need to do and how you need to think in order to move into the future with success and optimism.

Janet Lapp

Speaker
Author, Psychologist And Award-winning Speaker

Dr. Janet Lapp is one of the most sought-after speakers in the world today, with a focus on how to develop the skills to thrive with change. Her energy-charged, exhilarating programs offer effective ideas with relevant and timely applications to lead people into the future. She is the author of several best-selling books including Positive Spin, and creator of the highly rated CBS series Keep Well. Dr. Lapp has spent over 30 years in health care and pursued a successful career as a clinician, researcher and university professor before founding her own leadership development firm. Rated by Toastmasters International as one of the top three speakers worldwide, Dr. Lapp has spoken in all continents to over 2,500 organizations that are serious about creating radical and bold leadership and a successful and optimistic future.