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Hotel & Travel Information

Learn, Network and Access Technology Solutions in Sunny South Florida! 

The ultimate South Florida resort by the sea, The Diplomat Beach Resort offers an immersive experience for both learning and luxury. Soak in the knowledge you've gained while you soak up the sun poolside or oceanside! Voted one of the top 10 resorts in Florida by Condé Nast Readers' Choice 2019 and 4 Diamond Rated by AAA, get all this at a discounted rate exclusively for Contact Center Expo attendees.

All conference activities will take place at:

The Diplomat Beach Resort
3555 South Ocean Drive
Hollywood, FL 33019




Rooms available starting at $299/night* plus tax and includes complementary guest room internet.

Room rates do not include a $30/night plus tax Resort Fee which is Optional.
Resort Fee includes the following. If you wish to receive the amenities that are part of the Resort Fee, please let the front desk know when you check in.

  • Local and toll-free calls
  • Two (2) bottles of water day of arrival
  • One (1) group fitness class per day    

 Book by April 7, 2020 to secure your special conference rate.

As we get closer to the event, the official ICMI Contact Center Expo discounted rates are subject to hotel availability. Please click on the link below to book your room:


 For assistance in making reservations, please contact the Diplomat Hotel’s in-house reservations team at 954-602-8700 and mention you are attending the “ICMI Contact Center Expo 2020” event. They are open Monday to Friday, 8am to 6pm local time.


Parking at The Diplomat Beach Resort has been discounted for Expo attendees:  $20/day plus tax for self-parking and $30/day plus tax for valet.

While ICMI makes every effort to secure an adequate amount of hotel rooms, we expect the rooms to sell out quickly. We STRONGLY encourage you to book early to avoid a sold-out situation. The hotel rate is available for select dates, so please check with the hotel for available rates, especially if extending your stay or coming in early.

General questions about housing? Please contact us.

Special Bulletin Regarding Housing at ICMI Contact Center Expo

Exhibitors and attendees are from time to time subjected to improper solicitation from unaffiliated hotels or third-party housing agencies. The hotels listed above are the sole INFORMA-approved hotels for the event. INFORMA, in our efforts to provide exhibitors and attendees with a quality event, encourages you to book your housing accommodations only using the reservation phone numbers and/or links published on this page. You may advise INFORMA of any unauthorized solicitations via email.

You may advise INFORMA of any unauthorized solicitations via email.

Dress Code

  • General Sessions and Workshops: All attendees are encouraged to dress in business casual. Hotel meeting rooms are generally kept a little cool, so it’s a good idea to bring a sweater or light jacket to sessions.
  • Opening Peers & Beers Reception: Casual to Business Casual
  • Expo Hall Bash: Business Casual
  • Awards Party: Comfortable attire. Stay tuned for what the party theme will be this year!

Dietary Restrictions

If you have dietary restrictions (Vegan, Gluten Free, Vegetarian, Kosher, Nut/Shellfish Allergies), please contact Meredith Omori ( no later than April 24, 2020 in order to submit your choices. On-site requests may not be accommodated.


There are two airports convenient to The Diplomat Resort.

Fort Lauderdale/Hollywood International Airport -11 miles from the conference hotel.
View Ground Transport Options

Miami International Airport - 22 miles from the conference hotel.
View Ground Transport Options

Exclusive Discount Offers Exclusively for ICMI Contact Center Expo Attendees and Exhibitors

Enjoy 15% off your dinner on Sunday, May 11 and Wednesday, May 14 from these popular restaurants located just a few minutes' drive down Ocean Avenue from the Diplomat Hotel: 

GG's Waterfront - Enjoy an amazing selection of locally sourced fish, fresh seafood, lobster and stone crabs, raw bar specialties, salads and sandwiches  and superb steaks grilled to perfection. 

Taverna Opa - Taverna Opa offers an authentic Greek experience that marries Greek cuisine and an ambience of fun right on the Intracoastal. 

What our Attendees Are Saying

Attendee Testimonials

"This conference was well organized, had excellent speakers, and an engaged audience."

Lindsay Zarr
Customer Solutions Manager , North American Bancard

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

Rob Ryan
VP Member Services , Life Lock

“The quality of the speakers was excellent and the relevance of the topics was spot on. The keynote speakers were great also. I definitely feel I got my money's worth.”

Susan Litt
Customer Service Manager , Green Shield Canada

"One of the best conferences I have attended."

Jennifer High
VP Contact Center , Transamerica

“ACCE [Contact Center Expo] has motivated and inspired me to improve myself as a leader in my organization and to help cultivate and encourage myself to help others improve upon themselves as well. I had such as awesome time! The people I met were so friendly and eager to offer help/advise!”

Candace Estanique
Coordinator , Straub Clinic & Hospital

“We have worked with ICMI in the past and had good experiences. [The conference] delivered more than I expected and was so relevant for me and my current position. This was the first conference I have attended since becoming the supervisor of our contact center and it gave me an awesome opportunity to network with people, to learn how people become successful at this job and to see what is available.”

Kelli Detty
Contact Center Supervisor , LES

“The opportunity to learn from others is invaluable. There are so many companies represented, that we are able to learn from each other without worrying about giving away trade secrets! Being able to see how others use their technology is a huge plus- it's nice to hear the challenges others have faced and the creative ways they used the technology.”

Lindsey Weems
Call Center Manager , Pepsi Bottling Ventures

“The conference was well organized and provided a variety of training sessions that I found very valuable. I enjoyed the keynote speakers, as well as being able to discuss best practices with my peers from other call centers.”

Sherri Bramwell
Quality Manager , OptumRx

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

Sharon Cole
Sr. Analyst , Verizon

“Having the opportunity to learn and share in a variety of settings, whether in a classroom setting that is interactive, networking with peers, or on the exhibit floor by seeing demos and squeezing in another session to take away, culminated into a wonderful experience.”

Steve Wilson
Customer Service Supervisor , Grant & Weber

It was so well orchestrated and organized and it has such a variety of topics to choose from that no matter what your needs or interests are you will find it at the ICMI conference."

Dawn Mangelsen
, DealerTrack Technologies

"It was amazing to be around so many people in the industry. It was exciting and invigorating. To share my perspective and to get so many other perspectives helped me learn and grow."

Jenny Dempsey

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

Ruth Hansen
Contact Center Director , TwinStar Credit Union

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

Marc Hassen
Claims Services Director , Auto Club Group

"I really enjoy seeing what other organizations are doing to meet customer expectations. Through the experiences of others, we learn how our business can best adopt new technology and methods of servicing customers to remain competitive."

Kevin Walker
Customer Care Section Manager , Volkswagen Credit

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

Jessica Zupfer
Phone Bank Manager , Bremer Financial

"Quality was a great take away and social networking too. I have come back with a lot of new quality documentation procedures that I want to start in my center."

Cynthia Brittain
Customer Contact Center Manager , Virginia Workers' Compensation Commission

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

Serena Daly
Supervisor, Customer Care Sales and Retention , eHealthInsurance Services, Inc

"The keynote presentations were awesome!"

Suzan Gallion
Vice President , RBFCU

"I became a groupie of Lori Bocklund's sessions because I liked her topics and style of presentation so much. She is a wonderful speaker!"

Liz Hansen
IT Technologist , Medtronic

"I met some really great peers and loved the opportunity to share experiences with them."

Coreen Gaffney
Director, Customer Care Team , The Hanover Group

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

Jason Kean
Manager, Service Assurance ,

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

Christine Paeplow
Client Services Manager , Harland Clarke

"The conference sessions were great, and so interactive!"

Mariana Kenny
Quality Assurance Analyst , Entrust Energy

"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

"I really enjoyed the reception in the exhibit hall as this was a great way to network and see the various products that were available."

Kim Singh
Operations Manager , E-Comm 911