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State of the Contact Center Industry

Your Most Important FAQs

Brad Cleveland

ICMI Founding Partner and former CEO
Wednesday | May 15, 2024 11:00am – 11:15am

Join us for this eagerly anticipated industry update from ICMI Founding Partner and former CEO, Brad Cleveland. In this conference kickoff, Brad will utilize a dynamic rapid-fire FAQ format to tackle the most pressing questions we’re hearing from the ICMI community. He will spotlight the critical developments rapidly transforming contact centers and outline the urgent steps leaders must take to ensure their operations not only survive but thrive. With his signature insight and objectivity, Brad will cut through the industry noise and hype to identify the priorities that matter most.

About the Speaker


Brad is known globally for his contributions to customer strategy and management. He has worked across 45 states and in over 60 countries, and his clients have included many service leaders – American Express, Apple, USAA, the University of California, and others; he's also worked with governments in the United States, Australia, the UK, and Canada. Brad is author/editor of ten books, including Contact Center Management on Fast Forward (4th edition 2019), which won an best-selling award, and Leading the Customer Experience (2021), which received a NYC Big Book Distinguished Favorite award. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI), where he now serves as senior advisor. Today he is a busy consultant, writer and speaker.

The Transformational Power of Prioritizing Joy

Ryan Campbell

Motivational Speaker and Author
Wednesday | May 15, 2024 11:15am – 12:00pm

Dive into the joy-fueled power hidden in our hobbies, interests, and simple pleasures. In a fast-paced world where our challenges are relentless and the solutions seem out of reach, there has never been a more important time to have a conversation on resilience.

From your own personal care to managing burnout and well-being within the teams you lead, Ryan delivers the immediately accessible tools that improve your team's mental health, drive performance, and help create a connected, thriving, joy-fueled culture.

From the highs of a world record-breaking flight expedition to the most unimaginable low of a plane crash and paraplegic diagnosis, Ryan uncovers the most unexpected, transformational tool discovered in the most unexpected place.

Key audience takeaways:
  • Unlock the tools to fuel performance and improve culture within your teams
  • Develop a new understanding of adversity and the role of resilience in the workplace
  • Discover the hidden power of our hobbies, interests, and simple pleasures


About the Speaker

Born and raised in an Australian coastal town, Ryan Campbell discovered his passion at a very young age -- flight. Aviation would be the dominant fixture in his life, providing some amazing but also traumatic, life-altering experiences. Ryan went on to achieve his first prominent goal in life as he flew an airplane solo for the first time on his 15th birthday. Ryan then made international headlines as he was the first teenager to fly solo around the world, including a feature story on 60 Minutes, countless television appearances, radio, and print interviews. Ryan’s life blossomed as he was named one of Australia’s 50 Great Explorers, the 2013 Australian Geographic Young Adventurer of the Year, and finalist for Young Australian of the Year.

However, in an instant Ryan’s life changed following a very seriously plane crash in 2015. He survived against all odds and was admitted to a spinal rehabilitation ward as a complete paraplegic with no movement from his waist down. With a further five breaks in his back and broken bones ranging from his face to his feet, Ryan needed to tap into everything he learned during his global expedition and more. He proved his mental fortitude by making history as a record-breaking pilot but demonstrated his mastery by learning to walk again and fighting his way back into the sky.

Ryan is equipped and eager to transform your organization with a unique, unpredictable, and uplifting keynote. Ryan is on a mission to make your organization soar!

Heather Hughes  Heather Hughes

The Exponential Power of CX AI

Heather Hughes

Director of Marketing, NICE
Wednesday | May 15, 2024 2:00pm
This keynote will explore how the power of CX AI is driving exponential value for businesses today – for agents, customers, and brands. You’ll get real-world examples of results derived from augmenting agent experiences, automating more consumer interactions, and aligning your brand-specific knowledge to every interaction. When you’re CX AI ready, you can make a lasting difference – to operating costs, customer satisfaction, and brand loyalty. So, if you are thinking about how to bring AI (including gen AI) into your operations, join this session to learn:

The exponential power of CX AI
3 ways to win with CX AI
What it means to be CX AI Ready

About the Speaker

Heather Hughes leads NICE's Customer Experience Analytics product marketing team and is focused on evangelizing the business benefits of NICE AI & Analytics infused across the CXone platform. Her 25+ customer-first career includes over 10 years working with NICE. Heather is fortunate to work with a stellar global team that has made CXone the world's #1 cloud native customer experience platform. NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center - and beyond.