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Ft.Lauderdale, FL | May 11-14, 2020
The Diplomat Resort

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Press Releases

May 14, 2019
ICMI Honors Top Contact Center and Customer Service Professionals and Teams with 2019 Global Contact Center Awards
May 6, 2019
More than 40 Exhibitors Announce New Products, Services, Demonstrations, and More Ahead of ICMI Contact Center Expo 2019
February 25, 2019
ICMI Contact Center Expo Announces Its 2019 Program Featuring New Interactive Workshops, Noteworthy Speakers, and More
December 17, 2018
ICMI Contact Center Expo 2019 Announces Keynote Lineup Featuring Hollywood Actor Henry Winkler, former Southwest Airlines SVP & More
May 22, 2018
ICMI Announces the Winners of the 2018 ICMI Global Contact Center Awards
May 15, 2018
More than 50 Leading Companies Announce New Products, Services, Demonstrations & More at ICMI Contact Center Expo 2018
January 23, 2018
ICMI Contact Center Expo Announces 2018 Program Featuring Disney Institute, Audible - Amazon, Oracle Hospitality & JetBlue
November 2, 2017
ICMI Contact Center Expo Announces Robust Keynote Lineup for 2018 Event
May 23, 2017
ICMI Announces 2017 Global Contact Center Award Winners at the Annual ICMI Contact Center Expo & Conference in Orlando, Fl.
May 22, 2017
ICMI & NICE partner for New Research Highlighting Workforce Management Trends and Downfalls
May 15, 2017
Leading Exhibitors to Showcase New Products and Services at ICMI Contact Center Expo & Conference 2017
April 20, 2017
ICMI Expo Hall Highlighted by Dynamic Lineup of Educational and Networking Opportunities
March 30, 2017
ICMI Contact Center Expo & Conference Adds Salesforce Vice President, Keith Pearce to Keynote Lineup
March 6, 2017
ICMI Announces 2017 Global Contact Center Award Finalists
March 2, 2017
The International Customer Management Institute (ICMI) Now Accepting Speaker Proposals for Its 2017 Contact Center Demo & Conference
January 25, 2017
ICMI Contact Center Expo & Conference Enhances Offerings with the Addition of Innovative Programs, Workshops, Speakers & More
January 4, 2017
ICMI Announces Program for 2017 Contact Center Expo & Conference in Orlando
December 6, 2016
ICMI Now Accepting Submissions for 2017 Global Contact Center Awards
November 16, 2016
ICMI Selects Leading Customer Management Professionals to Deliver Keynote Presentations for 2017 Event
October 17, 2016
ICMI's 2016 Contact Center Demo & Conference to House New Products, Services and Demonstrations from Leading Exhibitors
September 20, 2016
ICMI's Training Symposium Returns to San Diego for 2016 Event
September 14, 2016
ICMI Contact Center Demo & Conference Announces Eight Interactive Workshops for 2016 Event
September 8, 2016
ICMI Announces New Track Offerings and Advisory Board Additions for 2017 Contact Center Expo & Conference
May 18, 2016
Dizzion Awarded Best New Technology by International Customer Management Institute
May 18, 2016
Dizzion Awarded Best New Technology by International Customer Management Institute
May 13, 2016
Contact Center Professionals from Around the World Gathered to Share Industry Best Practices at the 2016 ICMI Expo & Conference
May 12, 2016
Winners Announced: 2016 ICMI Global Contact Center Awards
May 9, 2016
New Research from ICMI and Lionbridge: Contact Centers Need to Adopt Omni-Lingual Strategies To Support Growing Language Diversity & Heightened Consumer Expectations
May 2, 2016
Exhibitors Make Announcements Prior to ICMI Contact Center Expo & Conference Taking Place Next Week
April 21, 2016
ICMI Announces Additional Keynotes from Salesforce & Quicken Inc. for Contact Center Expo & Conference
March 10, 2016
ICMI Selects More Than 60 Global Contact Center Award Finalists from Nearly 150 Entries
January 6, 2016
ICMI Announces New Program for 2016 Contact Center Expo & Conference Highlighting the Rise of Customer Experience
November 18, 2015
ICMI Contact Center Expo & Conference Announces Initial Keynote Lineup for Spring Event
November 10, 2015
ICMI 2016 Global Contact Center Awards Now Accepting Entries for More Than 15 Unique Categories
September 17, 2015
2016 ICMI Contact Center Expo & Conference Opens Call for Papers, Featuring New Track to Explore Trends in Customer Experience

Attendee Testimonials

What Attendees Are Saying About Contact Center Expo


I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry
Team Captain , Dorel Juvenile

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann
Customer Service Manager , The General Insurance

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson
Documentation Specialist , AICPA

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

There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

Kathy Liatos
Member Services Manager , Christian Care Ministries

I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

Lonnie Gridley
Contact Center Director , Progressive Finance

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham
Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding
Associate Manager , Mead Johnson

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

Nancy Ellis
Network/Telecommunications Analyst , Vectren Corporation

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring
Director of Customer Service , National Guardian Life Insurance

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer
Customer Care Manager , Restaurant Technologies, Inc.

The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

Trenyse Briggs
Business Development Manager , Convey Health Solutions

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds
Contact Center Manager , U.S. Government Printing Office

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos
Workforce Management Director , CareCentrix

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson
Head of Member Services , UniSuper

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

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson
Head of Member Services , UniSuper

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler
, Cox Communication

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"Lori Bocklund - My favorite presenter in a session - smart, funny and filled with great information. Please keep her on the rotation of speakers at your future conferences."

Jennifer Stowell
Sales Support Supervisor , REI

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911