You Have Goals for 2020. ICMI Contact Center Expo Will Help You Achieve Them Faster
Change and innovation is happening in the contact center at warp speed. At the same time, you have to stay on course with the objectives you’ve set, whether it’s your own professional development, empowering your team, or elevating your contact center’s value. How do you get it all done? And on time?
At ICMI Contact Center Expo, we don’t just tell you how to keep up with change while managing the demands of your contact center, we show you. Here, you’ll find the latest insights, hear firsthand experiences and real solutions from a highly curated program to help you ACCELERATE your goals for 2020. You’ll learn from real experts, ICMI Certified Instructors (the best in the business!), and first-person case studies from known brands who are truly getting it right, so you can fast-track your own success and take your contact center further than you even imagined.
Accelerate Your Customer’s Experience
Customer Experience Magic Keynote with Duncan Wardle
As the former VP of Innovation and Creativity at The Walt Disney Company, Duncan Wardle knows how unrelenting passion and a focus on customer experience can make the best brands thrive. In this can’t-miss keynote, Duncan will share his art and his insights into how creativity and innovation can transform your contact center and your customer’s experience.
Accelerate Your Influence
Leadership: Currency, Change, and Creating a Powerful Presence Keynote with Carla Harris
Authenticity, clarity, inclusivity, trust, confidence – these are just a few of the qualities of committed leaders. Named one of Fortune magazine’s 50 Most Powerful Black Executives in Corporate America, Carla Harris will share the qualities you need as a leader and the strategies that have helped her succeed and elevated her to her current role as Vice Chairman, Global Wealth Management at Morgan Stanley. (Fun fact: Carla’s well-known gospel singer who’s performed to sold-out audiences at Carnegie Hall!)
Accelerate Your Insider Insights
Site tours and case studies give you an insider’s view into how great businesses delight their customers:
| Amazon Fulfillment Center |
Food & Drug Administration (FDA) |
| City Furniture |
Gopher Sport |
| Hard Rock Stadium |
Hulu |
| Carnival Cruises |
Infinite Campus |
| Social Media Command Center (NexGen) |
Jenny Craig |
| ActivEngage, Inc. |
MOO |
| American Family Insurance |
Navy Federal Credit Union |
| Anheuser-Busch |
QuadPay |
| AutoDesk |
Showdown Displays |
| Charter Communications |
Trimet |
| Evernote |
U.S. Bank Global Fund Services |
Accelerate Your Well-being
Race Down the Riviera
Experience South Florida’s Riviera on an energizing, scenic fun run with your fellow attendees. Led by ICMI’s own Michele Langer, this fun run is a great way to start your day! (Not a runner? Not a problem – walkers welcome!)
Accelerate Your Fun Factor
Bootleggers Awards Bash: A Century’s Worth of #TBT in One Evening
Calling all bootleggers and flappers: are you ready for the legendary ICMI Global Contact Center Awards Party? This year, we’re throwing it way back, all the way to the Roaring 20s, when speakeasies, jazz, and the Charleston were all the rage! So put on your glad rags and come cut a rug at the Bootleggers Bash, as we celebrate our 2020 ICMI Global Contact Center Award finalists and winners.
Accelerate Your Inner Personal Experience
Top-Rated Oceanfront Resort
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 Florida’s top ten resorts by Condé Nast Reader’s Choice in 2019 and 4 Diamond-rated by AAA, get all this at a discounted rate exclusively for Contact Center Expo attendees.
Accelerate Your Social Footprint
We Give Back Together
Through AdoptAClassroom.org, we continue to support the local Bethune Elementary School of the Arts by donating $1 for every conference session and/or event evaluation you take at our conference. We will all work together to further the school’s Performing and Visual Arts Program, which provides unlimited artistic experiences in an extended school day – turning children’s dreams of performing into reality.
Accelerate Your Knowledge
Lead the Pack, Don’t Trail Behind
Expert-led sessions, panels, and debates provide new perspectives and inspire spirited debate on what’s trending in contact centers:
Judge Judy CX Edition: The Case Against NPS
Boosting Chat Conversions with Augmented Intelligence
Automated Quality Management: Why Large Contact Centers Should Pay Attention
Organic vs Artificial Intelligence (OI vs AI)
So You Want to Promote Your Agent to Supervisor…
How Does AI Impact Your Contact Center Workforce?
Accelerate Your Network
ICMI Contact Center Expo is the contact center industry's most essential educational and networking experience. Be in the company of and share ideas with like-minded contact center professionals, including:
- Senior Level VPs and Directors who are accountable for strategic planning and alignment.
- New and Experienced Managers responsible for operational and tactical plans.
- Team Leaders and Supervisors in charge of day-to-day operations, coaching and monitoring.
- Customer Support Professionals who need to acquire new skills for their everyday jobs.
- Analysts who require a fundamental understanding of industry principles.
- CIOs who desire financial improvements from enhanced call-center operations.
- CTOs who require integration of call center strategy with other internal departments.
Need Help Convincing Your Manager?
We've got a great Convince Your Manager Tool Kit including post-show reporting templates!
What Attendees Have to Say About the Conference
"Excellent Contact Center event; first class staff; Who's Who list of vendors and great assortments of world-wide company's represented. What more could you ask for?" - Paul T., Vice President Operations, WebMD