Agenda-at-a-Glance

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Conference Agenda

4:00 pm – 7:00 pm

Registration / Check-In

4:00 pm – 7:00 pm

Say ‘Hello’ Reception

2:00 am – 2:00 pm

Registration / Check-In

2:00 am – 3:30 am

Breakfast

12:00 pm – 1:00 pm

Lunch

11:45 am – 12:15 pm

Jeff Toister - Keynote-Presentations

5:15 pm – 7:15 pm

Expo Hall Bash and Special Preview

7:00 am – 6:30 pm

Registration / Check-In

7:00 am – 8:15 am

Industry Roundtables Breakfast

2:15 am – 3:15 am

Breakfast Briefing: Getting CFO Buy-in for KPIs Your Customers Deserve

8:15 am – 10:00 am

Keynote Address with Brad Cleveland

3:15 am – 5:00 am

Ginger Hardage - Keynote-Presentations

10:00 am – 2:00 pm

Expo Hall Open

5:15 am – 6:00 am

Book Signing "Getting Service Right" by Jeff Toister at the Voiance Booth #808

12:00 pm – 2:00 pm

Lunch in the Expo Hall

6:00 pm – 8:30 pm

ICMI Global Contact Center Awards Party

7:00 am – 4:00 pm

Registration / Check-In

2:15 am – 3:15 am

Breakfast Briefing: Deliver World-Class Customer Service Through Service Employee Empowerment

7:30 am – 8:15 am

Topic-Based Networking with Breakfast Snacks

8:15 am – 10:00 am

Keynote Presentation with Fancy Mills

3:15 am – 5:00 am

10:00 am – 12:30 pm

Brunch in the Expo Hall

10:00 am – 1:30 pm

Visit the Expo Hall

5:15 am – 6:00 am

Book Signing "Everybody Is Somebody" with Henry Winkler

1:00 pm – 1:15 pm

Passport to Prizes Drawing in the Expo Hall

12:15 pm – 1:15 pm

"Must See Keynote" - Ben Nemtin of "The Buried Life" - Closing Keynote: The Future of Corporate Culture: Why Your Employees Dreams Matter

7:30 am – 1:30 pm

Information Desk Open

7:30 am – 8:30 am

Breakfast

8:30 am – 5:00 pm

Post-Conference Training

Workshop: ICMI Master minds

Workshop: ICMI Coaching

12:00 pm – 1:00 pm

Lunch

"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

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   © 2019 Informa PLC, All Rights Reserved.