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

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2020 Keynote Presentations

Dynamic thought leaders,  that will have you entertained and inspired!
Expert and experienced, these headline speakers will heighten you and your team’s awareness around the pillars of success: organizational excellence, unflappable leadership, and a healthy, productive culture. You’ll bear witness to the power of coming together and the impact it can have on your career, your team, and your business.

Featured Keynote: Carla Harris

Tuesday | 8:15 AM – 9:00 AM
Location: Conference Hotel
Carla Harris

In this inspiring keynote, Carla will share the key components of positioning yourself to maximize your success as a leader. She explores the concepts of performance currency vs. relationship currency, managing through and creating change, and how to be an impactful and influential leader. If you're going to maintain your relevance as a leader you must commit to be intentional around your leadership and about how you show up as a leader.

Carla will walk through the eight areas of leadership commitment: authenticity, building trust, bringing clarity, creating leaders, diversity, teaching your team how to fail, inclusion and your voice. Named one of Fortune Magazine's "50 Most Powerful Black Executives in Corporate America," Carla will leave you inspired and energized as she shares the proven strategies that have helped her succeed. She will discuss the power of perception in the workplace, the key relationships that can drive your success, and the importance of authentic leadership.

Carla Harris

Morgan Stanley, Vice Chairman, Global Wealth Management and Senior Client Advisor

Carla Harris is a Vice Chairman, Managing Director and Senior Client Advisor at Morgan Stanley. She is responsible for increasing client connectivity and penetration to enhance revenue generation across the firm. She formerly headed the Emerging Manager Platform, the equity capital markets effort for the consumer and retail industries and was responsible for Equity Private Placements. In her 30 year career, Ms. Harris has had extensive industry experiences in the technology, media, retail, telecommunications, transportation, industrial, and healthcare sectors. In August 2013, Carla Harris was appointed by President Barack Obama to chair the National Women’s Business Council.

For more than a decade, Ms. Harris was a senior member of the equity syndicate desk and executed such transactions as initial public offerings for UPS, Martha Stewart Living Omnimedia, Ariba, Redback, the General Motors sub-IPO of Delphi Automotive, and the $3.2 Billion common stock transaction for Immunex Corporation, one of the largest biotechnology common stock transactions in U.S. history. Ms. Harris was named to Fortune Magazine’s list of “The 50 Most Powerful Black Executives in Corporate America”, Fortune’s Most Influential List, U. S. Bankers Top 25 Most Powerful Women in Finance (2009, 2010, 2011), Black Enterprise’s Top 75 Most Powerful Women in Business (2017), and “Top 75 African Americans on Wall Street”, and to Essence Magazine’s list of “The 50 Women Who are Shaping the World”, Ebony’s list of the Power 100 and “15 Corporate Women at the Top” and was named “Woman of the Year 2004” by the Harvard Black Men’s Forum and in 2011 by the Yale Black Men’s Forum.

Prior to joining Morgan Stanley, Carla received an MBA, Second Year Honors from Harvard Business School and an AB in economics from Harvard University, Magna Cum Laude. Carla has also received Honorary Doctorates of Laws, Humanities and Business from Marymount Manhattan College, Bloomfield College, Jacksonville University, Simmons College, the College of New Rochelle, St. Thomas Aquinas College and Fisk University, respectively. Carla Harris is actively involved in her community and heartily believes that “we are blessed so that we can be a blessing to someone else.”

She is the past Chair of the Board of the Morgan Stanley Foundation and of The Executive Leadership Council, and sits on the boards of Sponsors for Educational Opportunity (SEO), A Better Chance, Inc, and St. Vincent’s Hospitals, and is an active member of the St. Charles Gospelites of the St. Charles Borromeo Catholic Church and the Mark Howell Singers. She is a member of the board of overseers of Harvard University and of the board of directors of the Walmart Corporation. Ms. Harris was co-chair of the National Social Action Commission of Delta Sigma Theta Sorority, Incorporated. She has been named to the New Jersey Hall of Fame (2015) and has received the Bert King Award from the Harvard Business School African American Alumni Association, the 2005 Women’s Professional Achievement Award from Harvard University, the Pierre Toussaint Medallion from the Office of Black Ministry of the Archdiocese of New York, the Women of Power Award given by the National Urban League, the Women of Influence Award from The Links, Incorporated and many other awards. In her other life, Carla is a singer, and has released her third gospel CD “Unceasing Praise” (2011) , her second CD, a gospel album titled, “Joy Is Waiting”, was featured on BET Nightly News while her first CD entitled, “Carla’s First Christmas”, was a bestseller on Amazon.com in New York and in record stores, and was featured on the CBS Evening News with Dan Rather in his “American Dream” segment. She has performed 5 sold out concerts at Carnegie Hall. Carla is also the author of the books, Strategize to Win (2014) and of Expect to Win (2009) (Hudson Press).

Featured Keynote: Customer Experience Magic

Wednesday | 8:15 AM – 9:00 AM
Location: Conference Hotel
Duncan Wardle

In his over 25-year career at the world's most innovative organization – The Walt Disney Company – keynote speaker Duncan Wardle learned the best brands in the world don't thrive simply because of their great product or service. They thrive because of an unrelenting passion and focus on customer experience. Duncan will share a famous real-world example from his time as the Head of Innovation and Creativity at The Walt Disney Company, where they found themselves facing challenges brought on not by their direct competitors, but by retail behemoth Amazon, whose lightning-fast fulfillment and delivery systems drastically changed how long consumers were willing to wait to be served.

Duncan will walk through the exact steps they took to turn this problem into a massive opportunity, and how they used it to reshape the way Disney serves its theme park guests, creating a whole new echelon in customer experience. A new level of experience that's frequently deemed to be "magic" by their guests. You will leave with a whole new understanding of customer experience, and will be able to reframe all the challenges facing your organization, finding those unique opportunities to create some customer experience magic.

Duncan Wardle

Walt Disney Company, Former Head of Innovation & Creativity

Duncan Wardle has ideas that are out of this world. Literally…

The former Vice President of Innovation & Creativity at The Walt Disney Company, Duncan Wardle spent his 25-year career at Disney developing some of their most innovative ideas and strategies. Ideas that would forever change the way the company expands its impact, trains its employees, and solves problems creatively.

What sort of ideas? Instead of asking “How Might We … make more money?” Duncan asked “What If there are no lines in the Disney Parks? No gates at the entrance? No reception desks? No lines for favorite attractions to pay for F&B.”

Fast forward to Disney’s Magic Band, piloted and rolled out across Walt Disney World, eliminating the need to check in at the hotels, waiting to get into a Disney park, lines to ride, etc. Disney’s Magic band has resulted in record revenues and essentially created an open source monitoring of consumer likes and dislikes, informing all future products and services.

“Duncan made a deal to send the one and only Buzz Lightyear up on NASA’s Space Shuttle Discovery”

Duncan Wardle and his team were tasked with leading the creative process for LucasFilms, PixarMarvelDisney Imagineering, Disney Parks and ESPN. Realizing that innovation and creativity were not inherent traits, but

something that could be taught and learned, Duncan founded the Innovation Catalyst Team. This team was used to teach employees across all the Disney properties how to develop their own “thinking toolkit,” which would enable them to strategically and repeatedly create moments of innovation within their business units.

The program was a massive success, and during Duncan’s tenure, the group trained over 5,000 professional and executive Disney cast members. Participants walked away from Duncan’s program with the ability to think more audaciously when solving challenges and create innovative new storylines, products and services throughout the entire Disney universe.

While Duncan Wardle loved the challenge of running the creativity and innovation teams at the world’s most creative company, he understood that his ability to successfully teach others to develop an innovation and ideation toolkit was something that could have a massive impact for people and organizations across the globe. And so, he left to launch his creative consulting company id8, which has

“Participants walked away from Duncan’s program with the ability to think more audaciously when solving challenges”

quickly become one of the top innovation consulting firms in the world, and in the process, has allowed Duncan to share his creative consultant services and innovation workshops to thousands of employees and executives at companies such as FordMcKinseyCoca-ColaNBAAppleJohnson & Johnson and Forbes.

With an infectious energy and playful collaboration, Duncan Wardle pushes executives and their teams to overcome preconceived ideas, act more audaciously, and develop their own innovation “light switch”, which is a method to activate their creative brain and access the ideas that turn ordinary companies into industry leaders.

 


Attendee Testimonials

What Attendees Are Saying About Contact Center Expo

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I loved it! It was my first ICMI conference and I learned something useful every single day! Most of all I loved having the chance to talk "shop" with other centers to learn best practices.

Jo Henry
Team Captain , Dorel Juvenile

Attending the ICMI Conference provides the ability to meet others who share the challenges inherent in Contact Centers. It is informative and an opportunity to share knowledge and "war stories".

Claire Neumann
Customer Service Manager , The General Insurance

By attending as a group, we were able to attend different sessions during each block and share our notes in order to get the most out of the conference.

Evan Watson
Documentation Specialist , AICPA

This conference was a game changer for me. There were so many concepts around metrics and coaching that we have been trying to implement, and those same concepts were discussed here. I was able to take what we have already done, mix in some of these amazing ideas from the conference, and build something that will totally change our contact center for the better!

Haley Birdyshaw
Sponsor and Donor Relations Operations Analyst , Compassion International

There is always something we can do better to help our customers and it is good to share best practices with others that live in your world.

Kathy Liatos
Member Services Manager , Christian Care Ministries

I learned so much and I have come back to my contact center with new enthusiasm and great ideas for improvement.

Lonnie Gridley
Contact Center Director , Progressive Finance

This was my first ICMI conference and I was very impressed with this event. The keynotes were relevant and amazing; the venue was well organized and used very well; the sessions were valuable not only from content but from crowd participation. I couldn't have picked a better conference to attend for my first contact center conference.

Matthew Bingham
Sr. Manager Customer Care, Technology Services , J. J. Keller & Associates

Attending the ICMI Contact Center Expo & Conference is an extremely worthwhile and energizing experience. I can't recommend it enough!

Michelle Wedding
Associate Manager , Mead Johnson

ICMI conference is a wonderful opportunity to learn about new technology, network with my peers.

Nancy Ellis
Network/Telecommunications Analyst , Vectren Corporation

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring
Director of Customer Service , National Guardian Life Insurance

The ICMI Contact center expo and Conference provided me with not only the opportunity to network with peers in the industry, but also provided me the opportunity to stay current with industry hot topics and solutions. ICMI is one of my go to resources for all things contact center related.

Tina Domer
Customer Care Manager , Restaurant Technologies, Inc.

The speakers and sessions were very informative and the conference was extremely well-organized. Just enough time in each session/presentation! Well done ICMI!

Trenyse Briggs
Business Development Manager , Convey Health Solutions

I have been attending these conferences over 8 years and each time they are more informative and enjoyable. I always bring action items back to the agency.

Esther Edmonds
Contact Center Manager , U.S. Government Printing Office

The conference was so valuable; I learned a great deal and made some excellent connections.

Cortney Jonas Burnos
Workforce Management Director , CareCentrix

"Everybody is really happy to share. There's no real competitors here. It's all about sharing knowledge."

Luke Jamieson
Head of Member Services , UniSuper

"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

"By far the most comprehensive, well planned and content rich contact center event I have ever been a part of."

Luke Jamieson
Head of Member Services , UniSuper

"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

"You get a lot of feedback and interaction not only from speakers but from your peers. There's a lot of exponential learning and for me that's the enjoyable part of the show."

Dan Blattler
, Cox Communication

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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