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Headline Speakers

Industry Insights: The Forces Shaping the Contact Center of the Future

Tuesday | 4:00 PM – 5:00 PM
Grand Salon

What are the key levers that are driving transformational change in contact centers today? Shaped by these forces, what does the contact center of the future look like? In this lively panel discussion, industry thought leaders will come together to chart a path forward for contact center professionals at all levels. You won't want to miss it!

Keynote Panel

Connecting the Workplace and Life Through F.U.N.

Wednesday | 8:30 AM – 10:00 AM
Grand Salon
Paul Long

What’s GOOD?! How do today’s best companies accelerate business results? By engaging their employees, celebrating all that’s GOOD and creating a culture of experience that empowers their workforce to create joy, FUN and fulfillment. 

 

In this engaging keynote, Paul Long leverages his concept of "Fundamism" to empower you to make strides in improving your quality of life at home and work. When applied, these tactical behaviors are proven to create more joy, FUN and fulfillment in life while creating a culture of experience that improves customer experience and employee engagement, reduces attrition and inspires growth across nearly every performance metric.

 

Why does the work you have to be different than the you at home? It doesn’t! In this energetic, engaging and tactically focused keynote, Paul J Long will spark your creativity by partnering together in finding ways to create more FUN at work!

 

Paul Long

Paul Long

, Speaker, Author, Master of Shenanigans, and Former Director of Call Center Operations at Farmers Insurance

Paul Long is a speaker, author, podcaster and master of shenanigans – and as the former Director of Call Center Operations at Farmers Insurance he has walked in your shoes. He has developed a concept called Fundamism, simply defined as the FUNdamentals of a F.U.N. and optimistic lifestyle. When implemented, Paul’s philosophy has been proven to reduce attrition, attract great talent, improve customer experience and drive employee engagement. Paul is not only great in discussing operational growth theory, but in his corporate leadership experience he’s also seen success putting his FUNdamentals into practice.

Digitize the Contact Center

Wednesday | 8:30 AM – 10:00 AM
Grand Salon

Learn how you can transform your legacy contact center into an intelligent, service engagement center. With a 360° view of every customer, you can deliver personalized service across every channel.

 

Salesforce Keynote Speakers

Making Waves: Embracing the Challenges (and Opportunities) Ahead!

Thursday | 8:30 AM – 9:00 AM
Eastern Time
Brad Cleveland

In this inspiring keynote, Brad Cleveland, ICMI’s Founding Partner and author of Contact Center Management on Fast Forward (the industry’s top-selling management book), will look at the trends making waves in our industry, along with the challenges and opportunities ahead of us. He’ll provide practical insight into how to get the most out of what you’ve learned at the conference, and he’ll outline practical steps you can take now to position your organization, your team, and yourself for success in 2023.

Brad Cleveland

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Brad Cleveland is known globally as one of today’s foremost experts in customer strategy and management. He has worked across 45 states and 60 countries for clients as diverse as American Express, Apple, USAA, the University of California and the federal governments of Australia, Canada, and the U.S. Brad was a founding partner in and former CEO of the International Customer Management Institute (ICMI). His books include Contact Center Management on Fast Forward (ICMI, 4th edition 2019) and Leading the Customer Experience (Kogan Page, 1st edition 2021). Contact info: www.bradcleveland.com

 

Connect with Brad:

Twitter: @bradcleveland

Email: [email protected]

LinkedIn: www.linkedin.com/in/bradcleveland1

Blog: www.bradcleveland.com/blog

Building Emotional Vitality to Thrive Through Change

Thursday | 9:00 AM – 10:00 AM
Grand Salon
Sara Ross

When there’s no playbook, being tasked with leading teams virtually -- determining how to bring people back to work safely, supporting those still working from home, and making decisions about the future of the business -- is a heavy burden! Managing stress and energy, while creating environments for others to do the same, is perhaps more important today than ever. Those who are overcoming these challenges have embraced the power of Emotional Vitality, which is the combination of emotional intelligence and energy management. If you and your team seem to be running on fumes, this session will provide leadership-focused, brain-based strategies to get you firing on all cylinders. Sara Ross will share:

  1. How to use Emotional Intelligence (EQ) to buffer stress, manage difficult emotions and find positivity and possibility amid challenge and uncertainty.
  2. Brain-based strategies to set boundaries and address “Digital Depletion,” brought on by remote work and virtual collaboration and leadership.
  3. Strategy-focused practices to cultivate Vitality Intelligence (VQ), helping leaders and their team manage energy with a tool to identify when healthy challenge tips into unhealthy stress.
  4. Quick tips to balance empathy and accountability to help leaders manage their emotional exhaustion and their team feel supported, capable, and confident.
Sara Ross

Sara Ross

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Sara Ross is a Speaker and the Chief Vitality Officer at BrainAMPED, a research and strategy firm dedicated to redefining how we succeed at work and thrive in life by sharing brain-based, vitality-enhancing strategies to create healthier, happier, high performing leaders and workplaces. Sara is a contributor at Thrive Global and her work is earning her a reputation as a fresh and thought-provoking voice in the discussions of leadership, work-life balance, emotional intelligence and organizational health.

Before founding her company, Sara spent a decade with the Institute for Health and Human Potential, formerly serving as their Vice President and Global Head of Leadership Innovation. As head of faculty, Sara led the delivery of leadership programs, assessments and award-winning coaching and accreditation programs aimed at helping leaders grow their emotional intelligence and be their best, even in the most complex and pressure-filled moments.

Balancing relevance and practicality with a contagious energy, Sara integrates cutting-edge science with real-life stories of success and failures. Her approach is guaranteed to challenge the status quo, provide new insights and inspiration, and most importantly, leave audiences with a blueprint of actionable strategies.

Sara has a Master of Science (MSc.) Graduate Degree. Outside of work, she is a coffee loving, meditation rookie who can’t help but slip in the occasional Canadian “eh” at the end of a sentence. Her husband describes her career as professional eavesdropping-people-watching. She argues that she is merely a dedicated street scientist doing her professional duty to better understand why people do what they do, and why they don’t do what they know they should!

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