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Featured Keynotes

Dynamic thought leaders with inspiring ideas around customer experience and your contact center culture.

Opening Keynote: Reaching Your Next Summit

Monday | 4:45 PM – 5:15 PM
Summerlin Ballroom B/E
Manley Feinberg

Professionals often struggle to deliver more value under tightening business constraints and rising expectations. Add the complications of regulations, engaging a multi-generational work force, constantly evolving technology, economic pressure, plus the chaos of day to day life; and you have a serious challenge. After facing the same frustrations from the front lines to the executive level for more than 20 years; Manley believes the answer is in equipping individuals at all levels to think, act and influence as leaders in their environment. His keynote will help equip you to lead on the edge, and realize more in your life and work every day.

Manley Feinberg

, Business Leadership and Peak Performance Expert, Author

Manley is recognized as an award winning international keynote speaker, business leader, and author whose work has been featured on NBC, CBS, ABC, and Fox, and in The New York Daily News, Entrepreneur, American Express Open Forum and World News.  He served two terms as the President of the National Speakers Association, St. Louis chapter.

During Manley’s eleven years with Build-A-Bear Workshop, his leadership direction helped take the revolutionary retail concept from 40 stores to over 400 worldwide, realizing revenue growth from 55 million to over 474 million, and a successful IPO on the NYSE.  He built an award winning reputation for implementing business solutions and support that produced measurable results every day. Manley’s leadership influence contributed to a workplace culture that landed Build-A-Bear on the FORTUNE 100 Best Companies to Work For® List four years in a row.

Morning Welcome: To Transform Your Business You Must Urgently Transform Customer Service

Tuesday | 8:15 AM – 8:35 AM
Summerlin Ballroom B/E
Natalie Petouhoff

We are in an unprecedented time in history where the strategy to really move the needle on the customer experience is accelerating at a groundbreaking rate. In a customer's everyday life they use apps and platforms that provide great experiences, whether it is Siri in smartphones, recommendation engines on Amazon or facial recognition on apps like Facebook. This "consumerization" of strategic advances has created new customer expectations. And this is where the sense of urgency is coming from — your business must meet and exceed, or risk losing your customers to competitors who are innovating customer service to mimic the consumer experience. Hear how AI can be the key to begin that Customer Service transformation, deliver on metrics that matter and lead to better business for your company.

Natalie Petouhoff

Salesforce Service Cloud, VP, Customer Service Innovations

Dr. Natalie, VP, Customer Service Innovations, Salesforce Service Cloud, works with customers and companies to choose the right people, process, and technology to innovate a company's customer experience. She joined Salesforce after years of being a strategic executive customer service advisor, a contact center analyst, CRM management consultant, chief digital/social officer and social customer service ROI expert. Her goal is to guide customer service professionals in making the best, strategic decisions to transform cost centers into revenue centers. Authoring over 150 white papers, ebooks, webinars, etc... her opinion is highly sought by reporters and her thought leadership has been quoted in The New York Times, FastCompany, Forbes, CRM Magazine...

Keynote Address with Brad Cleveland

Tuesday | 8:35 AM – 9:00 AM
Summerlin Ballroom B/E
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 Amazon.com 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.

Featured Keynote: The FUSION Formula: Brand + Culture=Results

Tuesday | 9:00 AM – 10:00 AM
Summerlin Ballroom B/E
Denise Lee Yohn

Forget everything you think you know about workplace culture! You don't need perks and parties. You need engaged employees who produce the right results and help you build a great brand. Denise shows you how to infuse your culture with your core brand values and align your people with your unique brand identity, so you produce a healthy organization and a valuable brand. Based on her new book, FUSION, Denise shares the secrets behind the world's greatest organizations and lays out the leadership playbook for achieving the brand-culture fusion you need to power your performance and future-proof your business.

Denise Lee Yohn

, Brand-Building Expert, Speaker, Author

Denise Lee Yohn delivers fresh ideas and clear-cut tools to build a breakthrough brand. She inspires and teaches business leaders to realize the full potential of their organizations. Blending a unique perspective, over twenty-five years of experience with world-class brands including Sony and Frito-Lay, and a talent for energizing audiences, Denise is a leading authority on building great brands and exceptional organizations. As author of the bestselling book What Great Brands Do and the new book FUSION, she cracks the code on how to achieve brand leadership

Keynote Address with Fancy Mills

Wednesday | 8:30 AM – 9:00 AM
Summerlin Ballroom B/E
Fancy Mills

Fancy Mills

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 ICMI Business Associate she has certified thousands of service and support professionals, managers, directors, analysts, agents, technicians, and corporate trainers around the world in virtual and classroom environments. In addition to training, she has developed and facilitated customized curriculum, training and consulted for Fortune 500 companies in the areas of customer service, customer experience, 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 HD/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 the Student Representative Commencement speaker for graduation.

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 sports teams but her favorite team is anyone that her son is playing on! 

Featured Keynote: Be Your Team's Hero: How to Lead a World-Class Customer Experience Team

Wednesday | 9:00 AM – 10:00 AM
Summerlin Ballroom B/E
Adam Toporek

With his book Be Your Customer's Hero, Adam Toporek created an essential tool for frontline customer service teams. But for leaders, the challenge is different: how do they inspire, educate, and empower these team members to succeed? In this dynamic keynote, Adam provides unique insights into the leader's role in creating powerful customer experiences and gives you the keys to putting theory into practice with his 3E Leadership Framework.

Adam Toporek

, Customer Service Expert, Speaker, Author

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.  As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.

"The conference provided a great opportunity to see other products and solutions that are available and also great opportunity to network with other in the industry."

Marie Watson, Accountant, NIH

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