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Why Attend

Attend Contact Center Expo to gain insights on call center performance improvements and make a difference in your center today!


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.

Number 1
Independent Content/ Sponsored Sessions

ICMI takes pride in offering independent content by industry leaders. Our session speakers are selected based on the content, quality, and relevance of their proposals to the unique interests of the contact center and CX professional industry. Our sponsored sessions are clearly marked, allowing you to find the solution providers that interest you.

Top Reasons to Attend #2

We invest in delivering a unique, community-focused experience that’s rooted in practical and actionable information and customized networking that produces genuine, long-lasting connections.

Top Reason to Attend #3
Site Tours

Our local Contact Center Site Tours feature the most innovative contact centers across a variety of industries, sizes, and technology implementations. From Disney to Universal, only Contact Center Expo provides you with this unique conference experience.

Top Reason to Attend #4
Expo Hall

Explore the expo floor and meet with vendors exhibiting products and services that can help you identify the best technology solutions to improve your contact center management strategy. From AI to agent experience, learn what’s new in the industry and compare your options to ensure that you make the best purchasing decision for your company.

Top Reasons to Attend #5
Training Courses

Our 2-day training classes and half-day workshops provide an opportunity to dig deeper on critical contact center management topics across people, process, technology and strategy. They are led by highly rated ICMI-certified instructors who deliver critical insights and practical takeaways you can apply immediately.

Top Reasons to Attend #6
Inspiring Keynotes

Our featured keynotes are dynamic and inspirational and will entertain, inspire, and excite you. You will walk away re-invigorated with new ways of thinking about your career, leadership style, and management approach.