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Conference Agenda

4:00 pm – 7:00 pm

Registration / Check-In

4:00 pm – 7:00 pm

Say ‘Hello’ Reception

6:30 am – 7:00 pm

Registration / Check-In

6:30 am – 8:30 am

Breakfast

12:00 pm – 1:00 pm

Lunch

4:45 pm – 5:15 pm

Welcome Keynote with Justin Robbins

5:15 pm – 7:15 pm

Expo Hall Bash and Special Preview

6:00 pm – 6:30 pm

Solution Spotlight: Special Presentation! Shaping the Future of Customer Service with Artificial Intelligence

7:00 am – 6:30 pm

Registration / Check-In

7:00 am – 8:15 am

Industry Roundtables Breakfast

8:15 am – 10:00 am

Welcome & Keynote Presentation

10:00 am – 2:00 pm

Exhibit Hall Open

10:15 am – 10:40 am

Solution Spotlight: What is the total economic impact of modernizing your contact center technology?

10:50 am – 11:15 am

Solution Spotlight: Contact Center 2.0- Enabling Customer Service in the Digital Era

12:00 pm – 2:00 pm

Food Truck Rally Lunch & Learn in the Expo Hall

1:15 pm – 1:40 pm

Solution Spotlight: Turn Your Service Agents into Omni-channel Service Wizards

6:00 pm – 8:30 pm

ICMI Global Contact Center Awards Party

7:00 am – 4:00 pm

Registration / Check-In

7:30 am – 8:15 am

Topic-Based Networking with Breakfast Snacks

8:15 am – 10:00 am

Keynote Presentation

10:00 am – 12:30 pm

Brunch

10:00 am – 1:30 pm

Exhibit Hall Open

10:15 am – 10:40 am

Solution Spotlight: WFM Challenges and Solutions

10:50 am – 11:15 am

Solution Spotlight: Transform Your Contact Center into a Profit Center

11:25 am – 11:50 am

Solution Spotlight: Managing a Real-World Cloud Migration Enabling CX Strategies

12:00 pm – 12:25 pm

Solution Spotlight: How to Future-Proof Your Contact Center

12:35 pm – 1:00 pm

Solution Spotlight: Using Better Omni-channel to Increase CSAT By 20%

1:00 pm – 1:15 pm

Passport to Prizes Drawing in the Expo Hall

5:15 pm – 6:15 pm

Closing Keynote

7:30 am – 1:30 pm

Information Desk Open

7:30 am – 8:30 am

Breakfast

8:30 am – 5:00 pm

12:00 pm – 1:00 pm

Lunch

"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

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.