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May 11-14, 2020
Ft.Lauderdale, FL | The Diplomat Resort

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Expand Your Network!

Exhibit Hall Hours

Monday, May 11:  5:15 PM – 7:15 PM
Tuesday, May 12: 9:30 AM – 1:30PM
Wednesday, May 13: 9:30 AM – 12:30 PM


Say 'Hello' Reception

Sunday, 4:00 PM – 7:00 PM

Connect with the ICMI team and other contact center pros.  Engage in light conversation and learn interesting facts about fellow attendees, all while enjoying a favorite beverage! It's a great chance to make early connections and get to know who's here this year.


EXPO HALL BASH

Monday, 5:15 PM – 7:15 PM

Sip your favorite beverage and snack on light hors d'oeuvres while enjoying conversation with colleagues, friends and new acquaintances, all while browsing the latest contact center solutions from top industry providers. It all takes place in the Expo Hall.


5K FUN RUN OR 1 MILE WALK

6:15AM Sharp

Meet in Hotel Lobby

Get your day started on the right foot. Join your ICMI hosts for a 5k fun run or 1 mile walk along the beach boardwalk first thing in the morning. Watch the morning sunrise and make early connections with your peers.


INDUSTRY ROUNDTABLES BREAKFAST

Tuesday, 7:00 AM – 8:15 AM

Get a jumpstart on your networking by identifying and sharing experiences with others in your industry sector, such as Healthcare, Education, Financial, Retail, Government, and more.


BOOK SIGNING with Keynote Carla Harris

Tuesday, 9:30 AM

Expo Hall

First 50 people in line get a book and can have it signed by Keynote Carla Harris.

ExpoQuest Lunch

Tuesday, 12:00 PM - 2:00 PM

In the Expo Hall

Enjoy lunch from one (or all) of the delicious food stations inside the Expo Hall and visit exhibitors on the show floor. Take part in the scavenger hunt for a chance to win a $1,000 American Express gift card.



ICMI GLOBAL CONTACT CENTER AWARDS: MIAMI ICE PARTY!

Tuesday, 6:00 PM – 8:30 PM

We’ll be celebrating the best of the industry while we cool off from the warm temperatures and vibrant culture of South Florida!  Prepare to immerse yourself into an evening of fun with frozen drinks at the ICE Bar, delicious hors d' oeuvres, and unforgettable 80s music.

It’s included in your 2, 3 or 4-day conference pass! Expo Hall Only Pass Holders require separate ticket purchase ($189).

  2020 Category Sponsor:

 


5K FUN RUN OR 1 MILE WALK

6:15AM Sharp

Meet in Hotel Lobby

Watch a beautiful beach sunrise and  join your ICMI hosts for a 5k fun run or 1 mile walk along the beach boardwalk first thing in the morning. It's a great start to your day and a great way to make early connections.


TOPIC-BASED NETWORKING BREAKFAST

Wednesday, 7:30 AM – 8:15 AM

Topic Based Networking with Breakfast Snacks


BOOK SIGNING: "The Imagination Emporium" by Duncan Wardle; Plus a fun activity!

Tuesday, 9:45 AM

In Expo Hall

First 50 people in line get a book and can have it signed by Duncan Wardle.

PASSPORT TO PRIZES

During exhibit hall hours

This is your opportunity to win valuable prizes! Simply visit the booths of participating vendors, have your passport stamped, and return the completed passport for your chance to win! Prizes in past years have included a $200 Amazon gift card, an iPad mini, a Kindle Fire HD, and Bose Noise Cancelling Headphones.
Drawing for prizes to be held in the Expo Hall on Wednesday at 1:00pm.


GROUP NETWORKING DINNERS

Wednesday Evening

Local Restaurants

Sign up to get together with your peers for dinner Wednesday night. Sign up sheets will be near registration. Volunteer to take point, make the reservations, meet in the lobby, grab an Uber and go! It takes some effort, but well worth it!


CAREER DEVELOPMENT ROADMAP

During Exhibit hall hours - by appointment

Receive a customized professional development “roadmap” - for your contact center – that identifies recommended next steps in your team’s development. For more information, contact Todd Piccuillo at tpiccuillo@icmi.com.


MOBILE APP

Before and During the event

Search ICMI Events in app store

Available in April, we encourage you to download the app and use it to plan your personal agenda, connect with other attendees, post photos and comments, and stay up-to-date on the latest happenings.

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
, Phone.com

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 , AutoTrader.com

"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

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