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Keynote Presentations

Dynamic thought leaders,  that will have you entertained and inspired!
Expert and experienced, these headline speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.

Welcome Keynote with Justin Robbins

Monday | 4:45 PM – 5:15 PM
Pacific Hall B/C (Lower Level)
Justin Robbins

Justin Robbins

ICMI, Advisor



Morning Welcome

Tuesday | 8:15 AM – 8:35 AM
Pacific Hall B/C (Lower Level)

Keynote Address

Tuesday | 8:35 AM – 9:00 AM
Pacific Hall B/C (Lower Level)
Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Co-founder



Featured Keynote: Inspiring Customer Service Excellence

Tuesday | 9:00 AM – 10:00 AM
Pacific Hall B/C (Lower Level)
Ernesto Salas

How does Disney consistently delivery exceptional service? This illuminating keynote from Disney Institute® will introduce you to Disney Institute's Chain of Excellence and learn the powerful connection between inspired leaders, motivated employees, and satisfied customers that drives financial results and repeat business. You will learn how you can differentiate your service to become a provider of choice, and understand the processes necessary to develop a culture that consistently delivers exceptional service.

Ernesto Salas

Disney Institute, Senior Facilitator

In his role at Disney Institute, Ernesto is responsible for drawing on his leadership experience, business knowledge and Disney Institute insights to understand client objectives and better align learning solutions. He facilitates delivery of business programs individually and as a team.

Prior to joining Disney Institute, he worked as a sales and service leader for the Walt Disney Travel Company, where he led and developed a team of cast members to exceed sales goals and guest satisfaction. Additionally at Disney, he delivered the initial training on Disney culture, heritage and professional guidelines to new hires at the Walt Disney World® Resort as a Traditions facilitator in English and Spanish.

Before Disney, his professional experience included leading a team at a travel agency in Spain that developed unique and comprehensive travel packages while assuring high quality and guest satisfaction.

Ernesto has a bachelor's degree in Spanish with a concentration in Latin American and Iberian Studies from Haverford College. He is fluent in Spanish, conversational in Italian and is currently learning Portuguese.

Morning Welcome: Automation and its Impact on the Future of the Contact Center

Wednesday | 8:15 AM – 8:35 AM
Pacific Hall B/C (Lower Level)
Bruce Eidsvik

The key human attributes of humans will be the differentiating skill for agents – emphathy, understanding, nuance, pragmatism, etc. The mundane tasks will not exist. When customers will be engaging with agents, it will be when very sophisticated automated systems have not delivered, and thus, the engagement is going to be much more challenging – and interesting. So, Genesys is very aware that the right balance of automation and personal engagement are going to be the secrets of future success – Uber, for example, understands this in spades and wants to enable more human interactions, not less.

Bruce Eidsvik

Genesys, Senior Vice President of Marketing

Bruce Eidsvik is the Senior Vice President of Marketing at Genesys. Prior to his current role, Bruce led the strategic solutions group for the Alcatel-Lucent enterprise business, based in Paris. Prior to this, Bruce ran the voice portal team for Genesys in EMEA. He was also a co-founder of VoiceGenie Technologies in Toronto, where he managed the global sales force. Before VoiceGenie, Bruce served as Vice President of Sales and marketing for Array Systems Computing Inc., and as director of engineering and director of business development for Sparton of Canada, Ltd.

Keynote Address

Wednesday | 8:35 AM – 9:00 AM
Pacific Hall B/C (Lower Level)
Fancy Mills

Fancy Mills

HDI/ICMI, Group Training and Content Director

As the current Director of Training and Content, Fancy brings over twenty years of experience specializing in consulting, training and human resource development. Her main area of focus has been working with service and support centers and contact centers across various industries to optimize their performance. As a former HDI/ICMI Business Associate she has certified thousands of service and support professionals, managers, directors, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum, content, and consulted for Fortune 500 companies in the areas of customer service, customer experience, process management, quality management, workforce management, presentation, communication, and time management skills. Fancy has also served as a session speaker for various industry conferences and events such as Fusion, HDI and ATD.

While at HDI and ICMI she served as a chair for International Certification Standard Committees, served on certification testing committees, conference committees, as well as published articles for Support World Magazine. In 2017 Fancy received her Masters in Human Resource Development with a specialization in Adult Education from Texas A&M University. While at Texas A&M University. Fancy is a published author on generational conflict strategies and was a featured speaker at the 2016 TEDx TAMU speaking on The XYZ Strategies for Succeeding in a Multi-Generational World. She served on the Texas A&M Graduate Advisory Board and the Steering Committee for The Academy for Future Faculty and was awarded the 2016 Senior Fellow. She was also selected to serve as a Student Representative Commencement speaker in 2017.

As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their tabby cat Sparky. She's an avid sports fan and enjoys rooting for all Dallas and Texas A&M sports teams but her favorite team is anyone that her son is playing on!

Featured Keynote: The Composer/Conductor As Communicator And Builder Of Communities

Wednesday | 9:00 AM – 10:00 AM
Pacific Hall B/C (Lower Level)
Eric Whitacre

Collaboration, creativity and innovation is the basis for The Virtual Choir - a global phenomenon, creating a user-generated choir that brings together singers from around the world and their love of music in a new way through the use of technology. Singers record and upload their videos from locations all over the world. Each one of the videos is then synchronised and combined into one single performance to create the Virtual Choir. Join Eric as he shares his journey, talents and ideas for this ground breaking phenomenon and its impact on him and the signers.

Eric Whitacre

, Grammy-Winning Composer, Conductor and Creator of the Ground-breaking Virtual Choir

Grammy-winning composer and conductor Eric Whitacre is one of the most popular musicians of our time. His concert music has been performed throughout the world by millions of amateur and professional musicians alike, while his ground-breaking Virtual Choirs have united singers from over 110 different countries. A graduate of the prestigious Juilliard School of Music, Eric was recently appointed Artist in Residence with the Los Angeles Master Chorale having completed a five-year term as Composer in Residence at Sidney Sussex College, Cambridge University, UK.

Featured Keynote: Cultivating Happiness At Work

Wednesday | 5:15 PM – 6:15 PM
Pacific Hall B/C (Lower Level)
Nataly Kogan

Why is the pursuit of happiness so stressful and unfulfilling? After years spent chasing "The Big Happy" of career, money and achievements, Nataly will share her happiness manifesto along with research-based instruction to help you make happiness a habit and a regular practice, rather than a vague concept. You will learn how to move your careers forward with optimism, purpose and satisfaction. Nataly will share how we each have a responsibility to ourselves and our careers to find the positive path in any work environment, and how if we can do that, we make ourselves invaluable to our organizations.

Nataly Kogan

, Happiness Expert, Venture Capitalist & Successful Tech Entrepreneur

Nataly Kogan is a former VC and the founder of Happier, a global technology and learning platform helping individuals and organizations to realize full potential by adopting scientifically-proven practices that improve their well-being. From her teenage years as a Russian refugee learning English in the projects outside of Detroit, to becoming a leading venture capitalist in a predominantly male industry while still in her twenties, Nataly has continually achieved at the highest of levels. She has held top positions at Manhattan-based firms McKinsey and Co. and Hudson Ventures, served as the only female board member at Constant Contact, worked at Microsoft's state-of-the-art Future of Social Experiences Lab (FUSE), and served as Vice President of Consumer Experience at WHERE, which she helped sell to PayPal in 2011.

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

Nancy Ellis, Network/Telecommunications Analyst, Vectren Corporation

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