Activities & Networking Activities & Networking

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Dallas, TX | October 12-14, 2020
Dallas Sheraton

We Had Some Fun in 2019!

ICMI Contact Center Connections offers creative and lively opportunities to enhance your conference experience. We invite you to add these activities into your schedule to connect with peers, make new friends, learn new things, and win great prizes!

Breakfast Connect: Industry Peers

Monday, 7:00AM– 8:00AM

Grand Ballroom A/B

Grab your breakfast, look for the table representing your industry and make early connections before you head out for a day of workshops and tours.

Lunch Connect: Key Challenges

Monday, 12:00PM-1:00PM

Grand Ballroom A/B

Your key challenges!  Meet others who share those same or similar challenges. Commiserate, brainstorm, and who knows - you might even develop action plans!

Expo Hall Bash: Celebrating 50 years of Summer of ’69!

Monday, 4:30PM - 6:30PM

In the Expo Hall

Dress in your favorite tie-dye or band shirt. Visit our exhibitors from 4:30PM-5:45PM to get your tickets to win!  The more tickets you collect, the higher your chances of winning!  Drop off your ticket in the Solutions Spotlight Theater by 5:30PM.  Drawing to be held at 5:45PM – You MUST be present to win! What's the prize? How about a $1,000 Amex Gift Certificate?!

Sponsored by:

Breakfast Briefing: Rise & Shine! New Research: The State of Customer Experience in the Contact Center

Tuesday, 7:00AM– 8:00AM

Columbus CDEF

Includes a hot breakfast and presentation. Seating is limited - arrive early!

According to recent ICMI research, 52% of contact centers view the customer experience they provide as their primary competitive differentiator, and they’re committed to improving it by reducing friction without compromising trust. Join us for breakfast as we review our latest research findings, key success factors and see how your contact center compares. You’ll also learn how to provide customers with the fast, frictionless and personalized service that they expect, starting before you answer their calls. New insights plus a raffle prize drawing, what a fantastic way to start your day!

Sponsored by:

Breakfast Connect: Industry and Contact Center Size

Tuesday, 7:00AM– 8:00AM

Grand Ballroom A/B

Grab your breakfast and then head over to our breakfast roundtables for industries and contact center size.

Keynote Book Signing with Colette Carlson

Tuesday, immediately following Keynote

In the Expo Hall

Get inspired with Colette Carlson's keynote, then be one of the first 50 in line in the expo hall to receive a signed copy of her latest book, “Stop Playing Fictionary – Get Real to Go From Stressful to Successful.”


Lunch Connect

Tuesday, 12:00PM-1:00PM

Riverside Hall / Expo Hall

Join our exhibitors for a sit down lunch!  Use the conversation starter cards on the table to get the conversations going. Learn about new products and services.

Boos and Brews Bash

Tuesday, 5:00PM-7:00PM

Expo Hall

Get 'in the spirit' of Halloween! Bring a costume, cape or mask, add some face tattoos from the ICMI booth. Have your future read with a visit to the Tarot card reader. Visit exhibitors to get tickets for a chance to win $1,000 Amex gift card. Vote for which exhibitor most got into the spirit of the holiday. And of course, try a few brews from four different breweries. It's all happening at the Boos & Brews Party!

Sponsored by:

Keynote Book Signing with Brad Cleveland

Tuesday, 5:00PM-6:00PM

In the Expo Hall

ICMI Co-founder, and world-renowned expert on customer strategy and management, and Omnichannel service, Brad Cleveland, will be giving away signed copies of his newly released fourth edition book "Contact Center Management On Fast Forward." Be one of the first in line to get your signed copy. 

CX Movers & Shakers List Presentation

Tuesday, 6:30pm

Solution Spotlight Theater in the Expo Hall

Find out who made the 2019 Movers & Shakers of Customer Experience list. Celebrate their recognition and be proud in the value that we all make to this industry with a toast!

Breakfast Connect: Halloween Personality

Wednesday, 7:00AM-8:00AM

Grand Ballroom A/B

Fill your plate, then head over to the breakfast table that speaks to your Halloween spirit.  

Keynote Book Signing with Jay Baer

Wednesday, immediately following Keynote

In the Expo Hall

Get inspired with Jay Baer's keynote, then be one of the first 50 in line in the expo hall to receive a signed copy of his latest book, "Hug Your Haters."


Prize Patrol


In the Expo Hall

Visit the Expo Hall from 9:30AM-12:00PM and you could win!  The ICMI Prize Patrol will be on the lookout and awarding prizes throughout the hall – you could win some great ICMI Swag!

Passport to Prizes

During Expo Hall hours

In the Expo Hall

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. Past prizes have included:  $150 Amex card, Yeti cooler, Ring doorbell, Bose headphones, a drone, and more!

Prize drawings will take place at the Solutions Spotlight Theater at 11:45AM on Wednesday.

Lunch Connect: Lasting Connections

Wednesday, 12:00PM-1:00PM

Grand Ballroom A/B

This sit down lunch is all about lasting connections. Share contact info to develop a lasting resource after the event.

Solutions Spotlight

During Expo Hall hours

In the Expo Hall

These solutions spotlight sessions are quick 25 minute presentations that dive into technology and service solutions to improve the customer experience and operations in your contact center. View the schedule and make plans to attend a few > 

Evals4Education - Give your Feedback, help a classroom!

For each completed session evaluation, ICMI will make a donation to Kimiko Pettis' classroom at Avalon Park Elementary School in Chicago through  

"My goal is to give my students access to diverse and culturally relevant books which can be used as " mirrors and windows". I will use the funds to purchase 30 of the following books: The Bridge Home , Dread Nation, New Kid , The Marrow Thieves, Internment, Sunny. The donations to this project will help to improve my students' understanding of and competency in authentic, meaningful reading comprehension. This is imperative since a growing body of research, shows that poverty and hunger can harm children’s cognitive development. These materials will giving my students a fighting chance to just “level the playing field” by providing equal access to educational resources. Hence, the knowledge gap can widen when kids don’t have access to book or language-rich homes or high-quality learning experiences. The challenges of poverty, and the often-violent neighborhoods poor children live in, are impeding their progress in school. This funding provides a quick, results driven solution.” – Kimiko Pettis

Conference App

App Store

Just visit your app store and search for “ICMI Events.” Download and install the ICMI Events App by Core-apps, then choose ICMI Contact Center Connections under upcoming events. Use it to create your own personal agenda, view and post on the activity feed, read more about exhibitors and speakers, connect with attendees (filter by industry), find your way around the expo hall, and locate vendors who offer products or services are of interest. You can even use it to take notes! 

If you want to comment in the News Feed, like someone else's post or comment on a post, you will need to complete the Online Profile Login using the same email and password you used to register for the event.