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Join Your Peers with a Complimentary
Expo Hall/Keynotes Pass

Can’t take part in the full conference? No worries. At least come explore the Expo Hall! All 1,500 attendees will be there for some ultra-accessible networking, and it'll be jam-packed with the most innovative industry solution providers. New contacts, new technologies, the latest contact center products and services—all at your fingertips.

With this special pass also comes access to all the keynote presentations! Inspiring, educational, and always entertaining, our keynotes will get you pumped to knock your customers’ socks off. And if that’s still not enough… you’re also invited to select peer networking receptions where you’ll enjoy a conversational environment and the chance to swap stories and best practices.

The pass is complimentary for end-users only.* Attend one day or all three.

Register Now

Note: Online registration for an Expo Hall pass ends May 18. On-site registration will still be available for approved end-users.

Your Expo Pass Includes:

Monday, May 21

4:45pm-5:15pm -- Welcome Keynote with Justin Robbins

5:15pm-7:15pm -- Expo Hall Bash and Special Preview

6:00pm-6:30pm -- Solutions Spotlight Session in the Expo Hall presented by Salesforce
Special Presentation: Shaping the Future of Customer Service with Artificial Intelligence

Tuesday, May 22

-- Keynote Presentations

    • Morning Welcome: Don't Let the Fourth Industrial Revolution Pass You By: Transforming Customer Service in a B2B2C World
      Mark Bloom, Senior Director of Strategy & Operations, Salesforce Service Cloud
    • Keynote Address
      Brad Cleveland, Author and Senior Advisor and Co-Founder of ICMI
    • Featured Keynote: Inspiring Customer Service Excellence
      Ernesto Salas
      Disney Institute, Senior Facilitator

10:00am-2:00pm --- Expo Hall Open

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by NICE inContact
What is the Total Economic Impact of Modernizing your Contact Center Technology?

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by Serenova
Contact Center 2.0: Enabling Customer Service in the Digital Era

12:00pm-2:00pm -- Lunch & Learn Food Truck Rally in the Expo Hall.
Food trucks, beverages, a chance to win $1,000 Amex Card, and plenty of networking!

1:15pm-1:40pm -- Solutions Spotlight Session in the Expo Hall presented by Pegasystems
Turn Your Service Agents into Omni-channel Service Wizards

6:00pm-8:30pm -- ICMI Global Contact Center Awards Party
(additional ticket purchase required - $89)  Join us as we recognize excellence in the industry through proven best practices and performance. Who will it be this year? Find out in person by joining your peers and team members at this fun-filled celebration!

Wednesday, May 23

8:30am-10:00am -- Keynote Presentations

    • Morning Welcome: Automation and its Impact on the Future of the Contact Center
      Bruce Eidsvik, Genesys, Senior Vice President of Marketing
    • Keynote:
      Fancy Mills, HDI/ICMI, Group Training and Content Director
    • Featured Keynote: The Composer/Conductor As Communicator And Builder Of Communities
      Eric Whitacre
      Grammy-Winning Composer, Conductor and Creator of the Ground-breaking Virtual Choir

10:00am-1:30pm --- Expo Hall Open

10:00am-12:30pm -- BrunchQuest in the Expo Hall
Indulge in a mix of breakfast goodies, lunch favorites and some sweet dessert treats. 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!

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by ICMI
ICMI Training Lesson Sneak Peek led by Wendy Fowler

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by Appian
Transform Your Contact Center into a Profit Center

11:25am-11:50am -- Solutions Spotlight Session in the Expo Hall presented by 8x8
Managing a Real-world Cloud Migration Enabling CX Strategies

12:00pm-12:25pm -- Solutions Spotlight Session in the Expo Hall presented by Oracle
Next-Generation Contact Centers: How to Future-Proof Your Contact Center

12:35pm-1:00pm -- Solutions Spotlight Session in the Expo Hall presented by Sharpen
Using Better Omni-channel to Increase CSAT By 20%

1:00pm-1:30pm -- Passport to Prizes Drawing, Solution Spotlight Theater in Expo Hall
Get your completed passport turned in to the ICMI booth before 12:45pm to be eligible for the drawing.

5:15pm-6:15pm -- Closing Keynote: Cultivating Happiness at Work
Nataly Kogan
Happiness Expert, Venture Capitalist & Successful Tech Entrepreneur


Passport to Prizes -- during Expo Hall hours
This is your opportunity to win valuable prizes! Stop by and say "Hi" to participating vendors, have your passport stamped, and return the completed passport  to the ICMI booth for your chance to win great prizes such as a $200 Amazon gift card, an iPad, Bose noise cancelling headphones, and more.
Prize drawings will take place at the Solutions Spotlight Theater at 1:00pm on Wednesday.

Career Development Roadmap -- during Expo Hall hours
Receive a customized professional development “roadmap” for you and your team.
For more information, contact Todd Piccuillo at [email protected].

Solutions Spotlight Sessions provide first-class education and conclude with a drawing for a $100 American Express Gift Certificate!

*NOTE: Complimentary Expo Hall/Keynote pass is for end-users only and must be approved by the Event Director.


"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

   © 2018 UBM, All Rights Reserved.

   © 2018 UBM, All Rights Reserved.