A First-Timer’s Field Guide to ICMI Contact Center Expo

Walking into your first ICMI Contact Center Expo can be a little overwhelming. There’s so much to see, so many people to meet and a schedule packed with promise. There’s noise, excitement and a hundred conversations happening at once, so it might take a moment to find your rhythm.

If you’re a first-time attendee, it can feel…BIG. 

Well, that’s how I felt 13 years ago, when I first attended. It’s perfectly normal. In fact, it’s a good sign. It means you care about being here, about learning and about finding your place in this community.

Want to know the secret to fitting in? You already do. You’re part of the community the moment you show up.

Here are a few of my recommendations on how to prepare:

Tip 1: What to pack

Sock and underwear won’t be the thing that helps you get the most out of the conference. For that, I would pack curiosity.

Before you even get to the event, do a little prep. Skim the agenda. Highlight the sessions that genuinely interest you, rather than just the ones you're familiar with.

If you are bringing business cards (do they still exist?), use them as a conversation starter, not lead generation. You’re not collecting contacts, you’re building connections. There’s a difference.

Tip 2: Be a participant, not a spectator

Once you’re there, give yourself permission to dive in. Ask questions in sessions. Introduce yourself to the person next to you. If you find yourself standing awkwardly by the coffee table, say hi to the next person who looks just as unsure. Ten times out of ten, they’ll be glad you did.

Embrace the random encounters. Some of the best insights, conversations and connections happen in the spaces between sessions. That spontaneous conversation in a hallway or a quick chat with someone in line for lunch can be worth more than an entire keynote.

I will never forget bonding with one of my contact center idols and industry legend, Brad Cleveland, over a hot dog. We have stayed in touch and collaborated on many projects since.

Tip 3: Find your people

The contact center world is huge, but the ICMI crowd is special. They show up to share, learn and lift each other up. Post on LinkedIn to say you’re attending for the first time and looking forward to meeting others who love this space. You’ll be surprised how quickly people reach out to say hello or share tips. It’s a friendly crowd.

If you meet someone who shares your curiosity or has ideas that resonate, make a note to connect. Add them on LinkedIn later that week and don’t forget to mention something specific you talked about. It’s the difference between real and transactional connections. The best part of ICMI isn’t collecting names, it’s staying connected with people who genuinely inspire you

Tip 4: Don’t try to capture everything

There is a lot happening all at once at an ICMI Contact Center Expo and it’s easy to get overwhelmed. Try to capture three things each day: one new idea, one person to follow up with and one insight you want to bring back to your team. That’s enough to make the experience stick without feeling like homework.

But what happens when there are two unmissable sessions happening at once? You can’t be at both at the same time…or can you? This is where those new connections come in handy. Divide and concur and compare notes over lunch. If you're coming along with your team, ditch them. Create a shared drive where you drop your session notes. Go to different sessions, meet new connections and collate all the notes your team took once you're back in the office.

Tip 5: After the expo

The post conference blues are real, so don’t say I didn’t warn you.

The antidote?

Make an action plan. Don’t drop everything into a folder and forget about it while you seek out your next conference high.

Instead, reach out to the people you met. Ask about the ideas they shared. Comment on their posts. Share your takeaways publicly and tag speakers or attendees who inspired you. That’s how community works. It grows when we share, respond and stay curious together.

I would also encourage you to present what you learned at the conference internally. This not only makes what you learned valuable, but it also shows others that the conference wasn’t just a junket where you got impressive swag, but an investment in the betterment of your workplace and team.

Final thought

The ICMI Contact Center Expo isn’t just another event. It’s a living, breathing community of people who care deeply about making the customer experience better.

If it’s your first time, there is no secret handshake you need to learn. Just show up, ask questions, talk to fellow contact center people and embrace the fact that you are now part of a growing community of like-minded people who are there to encourage and challenge you. By the end of the conference, you’ll leave with fresh ideas, new friends and a sense of belonging.

Finally, if you find it hard to meet new people, or don’t know what to say to start a conversation, then seek me out and come a say “G’day.” I’ll help you get started.

Welcome to ICMI and until I see you there and as always,

Hooroo.