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Making Connections

NOTE: The information below is from our recent May 2018 event. Please look for the full program for the spring 2019 event to be posted in late November.

Exhibit Hall Hours

Monday, May 21:  5:15 PM – 7:15 PM
Tuesday, May 22: 10:00 AM – 2:00PM
Wednesday, May 23: 10:00 AM – 1:30 PM

Say 'Hello' Reception

Sunday, 4:00 PM – 7:00 PM

Connect with the ICMI team and other contact center pros.  Engage in light conversation and learn interesting facts about fellow attendees, all while enjoying a favorite beverage! It's a great chance to make early connections and get to know who's here this year.

Bookstore at Expo

During Registration Hours

In the Lobby, by Registration

Visit the bookstore, where you can pick up keynote speaker Natalay Kogan's book, "Happier Now: How to Stop Chasing Perfection and Embrace Everyday Moments" and many other great titles. We'll also have some children's books available to purchase for your family, or donate a children's book to this year's charity, the Heart of Florida United Way Children's Book Drive.  Read more about the Book Drive and how you can help >


Sponsored by:

Monday, 5:15 PM – 7:15 PM

Sip your favorite beverage and snack on light hors d'oeuvres while enjoying conversation with colleagues, friends and new acquaintances, all while browsing the latest contact center solutions from top industry providers. It all takes place in the Expo Hall.


Monday - Wednesday in Expo Hall, Times Vary

Expo Hall Theater

These open-to-all sessions provide first-class education and conclude with a drawing for a $100 American Express Gift Certificate! Check back for topics and times.


Tuesday, 7:00 AM – 8:15 AM

Get a jumpstart on your networking by identifying and sharing experiences with others in your industry sector, such as Healthcare, Education, Financial, Retail, Government, and more.

Book Signing and Giveaway

Tuesday, 10:00 AM

In the Expo Hall

We'll be giving away 50 copies of the book "Be Our Guest: Perfecting the Art of Customer Service" by the Disney Institute immediately following the keynote address. Be one of the first 50 in line to secure your copy!



Tuesday, 12:00 PM - 2:00 PM

In the Expo Hall

Enjoy lunch from one (or all) of the delicious food trucks inside the Expo Hall and visit exhibitors on the show floor. Fill out your Lunch & Learn Card with stamps from six of your top solution providers for your chance to win $1,000 Amex card.


#ICMI Chat

Tuesday, 1:00 PM

ICMI Booth

Join us for a live fireside chat at the ICMI booth. Regular #ICMIchat participants and ICMI Featured Contributors will be on hand to discuss industry trends and challenges and answer your questions. Stop by for a chance to connect with industry thought leaders and experience the magic of our weekly Twitter chats in real life (IRL).


Sponsored by:

Tuesday, 6:00 PM – 8:30 PM

Grab your ukuleles’, straw hats and Hawaiian attire for a fun filled night celebrating and recognizing excellence in the industry at the ICMI Global Contact Center Awards Party!  Our award parties are legendary and this year we’ll be hosting a Hawaiian Luau where you can enjoy tasty bites along with a tropical drink while you mingle, celebrate, pose for pictures and kick-back when we ‘Come Together’ - and... It’s included in your 2, 3 or 4-day conference pass! Expo Hall Only Pass Holders require separate ticket purchase ($89).

Category Sponsors: 


Wednesday, 7:30 AM – 8:15 AM

Topic Based Networking with Breakfast Snacks

Book Signing and Giveaway

Wednesday, 10:00 AM

In the Expo Hall

We'll be giving away 50 copies of Eric Whitacre's CD, "Light & Gold" immediately following the keynote address. Be one of the first 50 in line to secure your copy!



Wednesday, 10:00 AM - 12:30 PM

In the Expo Hall

*New for 2018* - It’s BRUNCH time at Expo! Join us in the Expo hall for a mix of breakfast goodies, lunch favorites and some sweet dessert indulgences. Then take part in the scavenger hunt where exhibitors hold the key to your answers. Get a stamp from those exhibitors and return the card to the ICMI booth for a chance to a $1000 Amex gift card!


During exhibit hall hours

This is your opportunity to win valuable prizes! Simply visit the booths of participating vendors, have your passport stamped, and return the completed passport for your chance to win! Prizes in past years have included a $200 Amazon gift card, an iPad mini, a Kindle Fire HD, and Bose Noise Cancelling Headphones.
Drawing for prizes to be held in the Expo Hall on Wednesday at 1:00pm.


Wednesday Evening

Local Restaurants

Utilize the mobile app topic channel to connect with others; put a group together for dinner and great conversation at the many restaurants nearby. NOTE: This event is an ‘on your own event’ but is strongly encouraged. If ICMI can help connect you with others, please let us know.


During Exhibit hall hours - by appointment

Receive a customized professional development “roadmap” - for your contact center – that identifies recommended next steps in your team’s development. For more information, contact Todd Piccuillo at [email protected].


There's no better way to connect with peers, exhibitors, and colleagues or to stay abreast of sessions and social meet-ups. Use it to start making plans: create your own agenda, connect with peers, see networking opportunities, and view exhibitors. Mobile app available now or search for ICMI in your app store. Note: you will need to sign in with the email address you used to register for the conference.

"One of the best conferences I have attended."

Jennifer High, VP Contact Center, Transamerica

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.