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Why Attend


Join us this October for a digital experience that will help you grow your network, learn from industry professionals, find solutions to new world challenges, and be inspired. 

By now, you may have attended a virtual event (or more) and think you know what to expect. ICMI is ready to change all of that. While you've been waiting to hear from us, the ICMI team has been working steadily to combine all the elements you've come to love from ICMI Events into an event platform that will deliver the most immersive and interactive experience for you.

The result? ICMI Contact Center Expo - A Digital Experience, a virtual event that promises to be unlike any you may have encountered before. Join 2,000 contact center industry professionals in moving forward together—as an industry collective—at an event more significant and welcoming than anything we’ve ever experienced.  ICMI Contact Center Expo - A Digital Experience will be will be an uplifting way for you to recharge, refocus and reinvent yourself and your organization.

Improve Together through Innovative and Impactful Keynotes

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.

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 a well-known gospel singer who’s performed to sold-out audiences at Carnegie Hall!

Learn Together


Together We Share and Learn

Expert-led conference tracks, panels, and debates provide new perspectives and insight across a variety of topics including:

How to Transform Remote Training with Microlearning

Five Tips to Successfully Integrate Chatbots In Customer Service

Eliminate Waste and Free Up Capacity to Increase Strategic Value

Long-Distance Leadership: 5 Things That Will Make or Break Your Success as a Virtual Manager

How Does AI Impact Your Contact Center Workforce?

Share Insights Together

Conctact Center Expo Speaker Companies


Together We Share and Learn


Our case studies give you an insider's view into how great businesses delight their customers.


Experience Together

Get a Preview of our Digital Experience Platform

No cookie-cutter virtual booths or chat windows here! The ICMI team has identified an event platform that will deliver the most immersive and interactive experience for you. With features such as AI-powered matchmaking, interactive roundtables and virtual meeting rooms, ICMI Contact Center Expo - A Digital Experience ensures that you will build your network, learn and find the solutions you seek, wherever you are.

Give Back Together

We Give Back Together

Together we can make a difference through when we leave a lasting footprint for a local Dallas school in need by donating $1 for every conference session and/or event evaluation you submit.

Thrive Together

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.

Contact Center Expo Agenda
Our Content-Rich Program

With rapid change affecting contact centers more than ever, there’s one thing call center professionals can be sure of: the knowledge you gain at ICMI's Contact Center Expo will help you move your contact center forward.

Contact Center Expo Education
Key Learning Tracks

Our tracks are designed for you and your team to tackle the topics that matter most to you. Mix and match sessions amongst the tracks to create your own personalized experience! Professional development made easy!

Contact Center Expo Networking
Networking Like No Other

ICMI's Contact Center Expo offers a variety of networking events. You'll be sure to connect with like-minded professionals who want to share best practices, solve problems and learn from each other.

Contact Center Expo Keynotes
Diverse & Insightful Keynotes

Expert and experienced, our keynote speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture.

Read More »
Contact Center Expo Giving Back
We Give Back Together

Your opinion matters and we want it to make a difference. We will donate $1 for every conference session and/or event evaluation you submit. Stay tuned for our 2022 charity selection!

Contact center Expo People
Your People Are Here

Be in the company of and share ideas with like-minded contact center professionals, ranging from Supervisors, Managers to Directors, to VP and C-Level attendees. Share best practices, solve problems and learn from each other.