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

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2019 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.

Opening Keynote: Hidden Obstacles to Outstanding Customer Service

Monday | 4:45 PM – 5:15 PM
Grand Ballroom (2nd Floor)
Jeff Toister

Research reveals that our contact center agents face hidden, unusual, or even counter intuitive obstacles that make it difficult to serve customers at the highest level. This highly engaging presentation shares several common examples that may surprise you! You will learn through a blend of fun experiential activities, real-life examples, and cutting-edge research. Best of all, you can immediately apply these concepts to improve your conference experience!

Jeff Toister

Toister Performance Solutions, Inc., President

Jeff Toister is the author of three customer service books including Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service. More than 140,000 people on six continents have taken one of his training programs on LinkedIn Learning (a.k.a. Jeff is a member of ICMI's Top 50 Contact Center Thought Leaders on Twitter and a Global Gurus Top 30 worldwide customer service professional. Feedspot has named his Inside Customer Service blog one of the top 50 customer service blogs on the planet. Jeff is passionate about training and is a Certified Professional in Learning and Performance.

Featured Keynote: Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence

Tuesday | 9:00 AM – 10:00 AM
Grand Ballroom (2nd Floor)
Ginger Hardage

Every company has a culture. For some, it's a culture of innovation - new, never been done before ideas. For others, it's fun (birthday cakes and costumes are often involved). For some, it's toxicity and gossip. There are cultures that celebrate loyalty, hard work, or profit above all else. There are cultures that are both intentional and accidental. There are cultures that draw people in and ones that drive people away. There are cultures that detract from the mission of the organization, cultures that must be overcome or compensated for, cultures that derail or dead end. Surely, you can resonate with at least one of those descriptions.

But then, there are cultures that are unstoppable. Unstoppable Cultures put people first, are consistent in nurturing their culture through systems, and are relentless in storytelling. In this signature talk from Ginger, she will walk you through these critical characteristics of unstoppable cultures. You will undoubtedly leave with both practical and inspiring ideas on how to begin the journey of building the culture you always dreamed of for your organization.​

Ginger Hardage

Southwest Airlines, former SVP of Culture & Communications

Ginger Hardage recently retired as Senior Vice President of Culture and Communications at Southwest Airlines after an illustrious 25 years, where she served as a member of the CEO's executive leadership team. At Southwest (the nation's largest airline), Ginger led a team of 150 people responsible for building and sustaining the organization's legendary culture and communications enterprise.

Recognized by many as a foremost global authority on building and sustaining organizational culture, Ginger was responsible for the activities that nourished the culture and the internal and external communications function. At Southwest, Ginger was a tireless ambassador of the world-famous Southwest Culture, leading to honors like 23 consecutive years on FORTUNE's "Top 10 Most Admired Companies in the World" list. Most importantly, Ginger helped champion the values that have made Southwest a culture of enduring greatness – we put people first, we treat customers like family, we nurture our culture, and we try to change ahead of the times.

In addition to leading Southwest's "Best Place to Work" initiatives, Hardage led the airline's culture and communications evolution, expanding the communication functions to include more robust internal communications capabilities and a more focused corporate philanthropy program. She also led the airline's Culture Committee, employee recognition and engagement, and all companywide celebrations.

Throughout her career, Ginger has received countless awards and honors including the PRWeek Top 50 Power list, PRWeek 50 Most Powerful Women in Public Relations, Texas' Most Powerful and Influential Women, and "Legendary Communicator" by Southern Methodist University in 2007. Ginger was inducted into the Public Relations Hall of Fame in 2015, received the Legacy Award from the Plank Center for Leadership in 2016, and was selected for the James C. Bowling Executive-In-Residence Lecture Series at the University of Kentucky in 2005.

Before beginning her career at Southwest Airlines in 1990, Ginger held a variety of marketing and public relations positions at Maxus Energy Corporation, Diamond Shamrock Corporation, and Life Insurance Company of the Southwest.

Ginger earned a B.A. in advertising/public relations from Texas Tech University and was recognized as an outstanding alumna by the College of Mass Communications at Texas Tech University.

In 2017, Ginger launched Unstoppable Cultures, a brand designed to help organizations create and sustain cultures of enduring greatness. Ginger's expertise and worldwide recognition is highly sought-after as a consultant and speaker, and she has accepted engagements at organizations like Google and Princeton.

Ginger lives in Dallas with her husband, Kelly, and has grown stepsons, Patrick and Ross.

Morning Welcome: Driving Customer Success in the New Age of Service

Tuesday | 8:15 AM – 8:35 AM
Grand Ballroom (2nd Floor)
Allison Johnson Bryan

Trends like digital transformation, automation, unified platforms, and connected devices have caused a profound shift in the way customers interact with companies. Nowhere is this more apparent than in the world of service, which impacts every stage of the customer experience. To thrive and compete in the new age of service, every organization must reimagine their service approach and create transformational service experiences. Join us to discuss the latest industry trends and see how trailblazers use Salesforce to capitalize on these trends to transform service and deliver customer success.

Allison Johnson Bryan

Salesforce, Director, Product Marketing

Allison Johnson Bryan is Director, Product Marketing at Salesforce. With over a decade of experience in the high tech industry, Allison's expertise is on customer experience, new ways to empower agents and industry trends and insights. Her team manages the Service Cloud community and launched the Trailblazer for the Future workshops.

Having worked at innovative companies such as Cisco, Deloitte Digital and Salesforce, Allison has witnessed how leading companies have evolved, including the adoption of digital channels, the changing role of the agent, and the benefits of embracing your mobile workforce.

Having recently published the State of Service, Allison explores what it means to deliver a connected customer experience, including the benefits and challenges that modern organizations face. In an effort to build trailblazers, Allison enjoys receiving feedback and insights from those in the industry and is excited to see what comes next!

Keynote Address with Brad Cleveland

Tuesday | 8:35 AM – 9:00 AM
Grand Ballroom (2nd Floor)
Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Founding Partner

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today's service leaders Apple, HP, American Express, and others among his clients. Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an best-selling award and is used in universities and corporate training programs around the world. One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L). He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant. His current research is focused on the future of customer service.

Morning Welcome: The Power of Virtual Human and Digital Connections During a Crisis

Wednesday | 8:15 AM – 8:35 AM
Grand Ballroom (2nd Floor)
Kate Kuehn, Roberta J Fox-Lawson

Kate Kuehn

Crisis Services Canada, Office Administration and Marketing Support

Kate brings an eclectic work and study background to Crisis Services Canada, the team behind the Canada Suicide Prevention Service virtual contact centre.  Originally graduating with a degree in East Asian Studies (specializing in Japan), Kate has provided administration, client services coordination and marketing support for companies in a variety of fields. 

However, it is her volunteer work with the Distress Centres of the Greater Toronto Area as a helpline responder that has proven the most invaluable on a professional and personal level, and means that Kate has the opportunity to experience both the front and back ends of the service.  Over five years volunteering on various helplines, some of which have a specialized service user base, she has taken hundreds of phone, text and chat interactions.  These interactions come from every conceivable type of person, but are all seeking support; whether it be for issues of social isolation, mental health related concerns, or the imminent risk of suicide.  These deeply human interactions serve as a constant reminder of not only the need for, but the efficacy of such helplines, and are the source of Kate’s impassioned motivation.

Roberta J Fox-Lawson

Crisis Services Canada, Chief Technology Advisor

Roberta is an experienced technology executive and management advisor involved in multiple consulting and professional service firms including FOX GROUP Technology and 911Tech Advisors. She is one of North America's top IT communications technology consultants, thought-leaders, and advisor on digital innovation and technology transformation.

Roberta and her team provide strategic level analysis and guidance relative to technology and regulatory trends in telecommunications, network, NG9-1-1 contact centre areas to government, health care, first responders and non-profit organizations. She regularly appears on or contributes to BNN, CBC TV & Radio, CBS online, CTV, the Globe and Mail, as well as writes blogs for leading global publications.

She recently lead the design, development and deployment of a world award winning first…The solution is the first global integrated CRM, voice, text, chat national suicide prevention and support platform. ( She has been retained as the CSC CTO to help them evolve the cloud-based platform to include social media and artificial intelligence elements to enable them to provide other mental health crisis support services.

Keynote Address with Fancy Mills

Wednesday | 8:35 AM – 9:00 AM
Grand Ballroom (2nd Floor)
Fancy Mills

Fancy Mills

ICMI, Group Training and Content Director

As the current Director of Training and Content for ICMI and HDI- Fancy brings over twenty years of experience specializing in consulting, training and human resource development. Her focus is working with support centers and contact centers across various industries to optimize their performance. As a former consultant and Business Associate, she has certified thousands of service and support directors, managers, analysts, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum and consulted for Fortune 500 companies in the areas of process improvement, customer experience, quality management, workforce management, presentation, communication, and time management skills. Fancy has also served as a session and keynote speaker for various industry conferences and events. While at HDI 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. Fancy received her Master of Science Degree in Human Resource Development with a specialization in Adult Education from Texas A&M University. She is a published author on generational conflict strategies featured in the 2018 publication "Cultural Impact on Conflict Management in Higher Education" 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 AFF Senior Fellow. She was selected to serve as a Texas A&M Student Representative Commencement speaker for December 2017 graduation ceremonies. As a fifth generation Texan, she lives in Austin, Texas with her husband Kevin, son Mills, and their cat Sparky. She’s an avid sports fan and enjoys rooting for the Texas A&M Aggies and all Dallas sports teams. Her favorite team is anyone that her son is playing on!

Featured Keynote: Discover Your Greatness - Overcoming Life's Obstacles

Wednesday | 9:00 AM – 10:00 AM
Grand Ballroom (2nd Floor)
Henry Winkler

Join Henry Winkler - actor, director, producer, New York Times best-selling author and philanthropist as he takes you through his life's journey from the beloved "The Fonz" to his 2018 Emmy Award winning role in HBO's 'Barry. Henry will share his passion for writing children's books which were inspired by his struggle throughout his education due to undiagnosed dyslexia. You'll learn his story of how he overcame life's obstacles that will touch you and inspire you to your own greatness.

Henry Winkler

, Hollywood Actor, Producer, and Author

Henry Winkler is an actor, director, producer, New York Times best-selling author and philanthropist. His portrayal of Arthur Fonzarelli on Happy Days, beloved by all as "The Fonz", won him two consecutive Golden Globe Awards and three Emmy nominations. He also served as Executive Producer for Hollywood Squares, MacGyver, Dead Man's Gun, Sightings, and the Disney series So Weird. Over the years, he could be seen in series such as Royal Pains and Cartoon Network's first live-action, Emmy-award winning comedy Children's Hospital. For two years, he was an Executive Producer and star of the hit NBC reality series Better Late Than Never. Since 2018, he has starred in HBO's Barry, alongside Bill Hader. For his role as acting teacher Gene Cousineau, Winkler won the Emmy Award for Outstanding Supporting Actor in a Comedy Series.

In 2003 his career proceeded on a path that he could never have anticipated, he began writing series of children's novels entitled, Hank Zipzer: The World's Greatest Under-Achiever. The books have appeared on several best seller lists and are inspired by Winkler's struggle throughout his education due to his dyslexia, which would not be diagnosed until later in life. Winkler released the series entitled Ghost Buddy and his latest series Here's Hank, targeted to first and second graders. He has also published a collection of anecdotes, photos and heartfelt observations gathered while fly fishing in Montana entitled I Never Met an Idiot on the River.

An avid philanthropist, Winkler uses his position to help others, particularly children. He is associated with many groups, including honorary chairman of United Friends of the Children; founding member of the Children's Action Network; co-host of the annual Cerebral Palsy Telethon; the Special Olympics among many others. In 2011, her Majesty Queen Elizabeth II awarded Henry with an Honorary Officer of the Most Excellent Order of the British Empire (OBE) in recognition of his services to children with special education needs.

Closing Keynote: The Future of Corporate Culture: Why Your Employees Dreams Matter

Wednesday | 5:15 PM – 6:15 PM
Grand Ballroom (2nd Floor)
Ben Nemtin

The future of corporate culture is being shaped outside of the office. Ben knows firsthand that pursuing your passions brings you purpose, fulfillment and happiness. The simple truth: you won't get your employees to devote themselves fully to your organization if you aren't helping them achieve their dreams. Encouraging employee dream realization creates a healthy work-life balance which is the key factor in determining employee happiness.

Ben's program educates audiences about the importance of a bucket list, creates a safe space for sharing dreams and inspires audiences to act on it by building tiers of accountability. The tools he leaves behind allow employees to turn their enthusiasm into action, with the help and encouragement of their employer. Employee dream realization increases retention, aides recruitment and aligns work-life balance which leads to happiness.

Ben Nemtin

, #1 New York Times bestselling author and star of MTV's 'The Buried Life'

Ben Nemtin is the #1 New York Times bestselling author of What Do You Want To Do Before You Die? and the star of the MTV show The Buried Life. As the co-founder of The Buried Life movement, Ben's message of radical possibility has been featured by major media outlets including The Today Show, The Oprah Winfrey Show, CNN, Inc., ABC, CBS, Fox and NBC News. Oprah called Ben's life work "truly inspiring." An acclaimed keynote speaker, Nemtin has presented his '5 Steps to Make the Impossible Possible' to business conferences and corporate leadership teams around the world, garnering standing ovations from Amazon, Microsoft, Nationwide, Viacom, Verizon, Levi's, Harvard, and more.

In a pit of depression, Ben and his three best friends decided to create the world's greatest bucket list to make them feel alive. They bought a rickety old bus and criss-crossed North America, achieving the unthinkable. And most importantly, every time they accomplished a dream, they helped a complete stranger cross something off their bucket list. From playing basketball with President Obama to streaking a professional soccer field, from raising over $400,000 for charity to placing a record-breaking $250,000 bet on roulette—Ben's bucket list quest has inspired millions to chase their dreams and realize that impossible is possible.

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