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Why You Need to Be Here

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, 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

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