There’s no shortage of webinars these days. What makes the HDI & ICMI Idea Exchange different is that it's actually interactive. And not in the sense that we just throw up a few polls and save time for Q&A .
Every session starts with insights from an industry expert, but the real magic happens when service leaders break out in small groups, to swap ideas, compare experiences, and crowdsource solutions to everyday challenges.
Whether you’re leading a frontline team, exploring AI, or planning for the year ahead, we’ve built the rest of our 2026 series around the topics you’re talking about right now.
Here’s what’s coming up.
August: Continuous Learning in Action: Building Stronger Service Teams | Friday, August 21 at 11:30 am ET
We're excited to welcome Allen Liedkie and Kate Brouse to this unique session that we predict will be a community favorite. Join us to explore how continuous learning helps teams adapt to change, strengthen collaboration, and build the skills needed to meet evolving customer and user expectations. Expect a nice blend of practical takeaways and peer-to-peer interactions! Sign up here to join us on August 21.
September: AI Show & Tell: Real-World AI Hacks That Work | September 18 at 11:30 am ET
This session is all about practical AI use cases that are making a real difference in contact centers today. From prompts and workflows to automations and everyday productivity hacks, you’ll hear what your peers are actually using and leave with ideas you can try with your own team.
Save your spot for this fun and practical session!
October: Leading Through Change | October 16 at 11:30 am ET
New technologies, evolving customer expectations, staffing challenges, and AI are transforming the way we work. We’ll explore practical strategies for leading through uncertainty while creating an environment where employees feel supported and engaged.
Sign up here and join us on October 16!
November: Goal Setting for 2027 | November 20 at 11:30 am ET
As the year winds down, it’s time to look ahead. Join us for a discussion on setting meaningful goals, prioritizing initiatives, and preparing your team for success in 2027. You’ll hear fresh perspectives from an industry expert and exchange planning ideas with fellow leaders.
Sign up here to get a jumpstart on the new year!
December: What’s Next for the Modern Workforce? | December 11 at 11:30 am ET
How do leaders create workplaces where people can do their best work while embracing new technologies and changing expectations? Together we’ll explore emerging workforce trends, employee experience, leadership, and what the next chapter of customer service could look like.
Sign up here and end your note on a high note.
Save Your Spot
Whether you’re joining to discover new ideas, share your own experiences, or simply connect with fellow leaders, we’d love to have you as part of the conversation this fall.