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Pre-Event Virtual Training | October 6-7, 2020
Digital Experience Event | October 13-14, 2020
Exhibit Register to Attend

2019 Keynotes and Expo Hall Pass

Join Your Peers with a Complimentary
Expo Hall/Keynotes Pass

Can’t take part in the full conference? No worries. At least come explore the Expo Hall! All 1,500 attendees will be there for some ultra-accessible networking, and it'll be jam-packed with the most innovative industry solution providers. New contacts, new technologies, the latest contact center products and services—all at your fingertips.

With this special pass also comes access to all the keynote presentations! Inspiring, educational, and always entertaining, our keynotes will get you pumped to knock your customers’ socks off. And if that’s still not enough… you’re also invited to select peer networking receptions where you’ll enjoy a conversational environment and the chance to swap stories and best practices.

The pass is complimentary for end-users only.* Attend one day or all three.

Register Now

Note: Online registration for an Expo Hall pass ends May 3. On-site registration will still be available for approved end-users.

Your Expo Pass Includes:

Monday, May 13

4:45pm-5:15pm -- Welcome Keynote: Hidden Obstacles to Outstanding Customer Service with Jeff Toister

5:15pm-7:15pm -- Expo Hall Bash and Special Preview

5:40pm-6:05pm-- Solutions Spotlight Session in the Expo Hall presented by ICMI
Spotlight on What's Hot and Happening in the Contact Center World

6:15pm-6:40pm -- Solutions Spotlight Session in the Expo Hall presented by Genesys
Topic to be announced

Tuesday, May 14

-- Keynote Presentations

    • Keynote Address
      Brad Cleveland, Author and Senior Advisor and Co-Founder of ICMI
    • Featured Keynote: Unstoppable Cultures: Creating and Sustaining Organizations of Enduring Excellence
      Ginger Hardage
      Southwest Airlines, former SVP of Culture & Communication

10:00am-2:00pm --- Expo Hall Open

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by Talkdesk
How to Use Benchmarks to Drive Success

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by RingCentral
Customer Engagement - It's Personal for Customers and Agents

12:00pm-2:00pm -- Lunch and ExpoQuest in the Expo Hall.
Enjoy lunch and participate in the Tuesday Trek scavenger hunt. The more you play, the more likely you'll win the $1,000 Amex Gift Card.

1:15pm-1:40pm -- Solutions Spotlight Session in the Expo Hall presented by Serenova
Elevating the Customer Experience at Hershey

6:00pm-8:30pm -- ICMI Global Contact Center Awards Party
(additional ticket purchase required - $189)  Join us as we recognize excellence in the industry through proven best practices and performance. Who will it be this year? Find out in person by joining your peers and team members at this fun-filled celebration!

Wednesday, May 15

8:30am-10:00am -- Keynote Presentations

    • Keynote Presentation
      Fancy Mills, HDI/ICMI, Group Training and Content Director
    • Featured Keynote: Discover Your Greatness - Overcoming Life's Obstacles
      Henry Winkler
      Hollywood Actor, Producer, and Author

10:00am-1:30pm --- Expo Hall Open

10:00am-12:30pm -- Brunch and ExpoQuest in the Expo Hall.
Enjoy lunch and participate in the Wednesday Walkabout scavenger hunt. The more you play, the more likely you'll win the $1,000 Amex Gift Card.

10:15am-10:40am -- Solutions Spotlight Session in the Expo Hall presented by Twilio
How to Deliver Personalized Experiences your Customers Expect

10:50am-11:15am -- Solutions Spotlight Session in the Expo Hall presented by Bright Pattern
Creating and Measuring Great Omnichannel Journeys

11:25am-11:50am -- Solutions Spotlight Session in the Expo Hall presented by Appian
Give Your Agents Something They Actually Need - A True 360° Customer View

12:00pm-12:25pm -- Solutions Spotlight Session in the Expo Hall presented by 8x8
Case Study: Fostering Customer Loyalty - Hear How Age of Learning Equips Agents for Success

12:35pm-1:00pm -- Solutions Spotlight Session in the Expo Hall presented by Sharpen
Improving Customer Experience & Agent Moral: An onPeak Case Study

1:00pm-1:30pm -- Passport to Prizes Drawing, Solution Spotlight Theater in Expo Hall
Get your completed passport turned in to the ICMI booth before 12:45pm to be eligible for the drawing.

5:15pm-6:15pm -- Closing Keynote: The Future of Corporate Culture: Why Your Employees Dreams Matter
Ben Nemtim
#1 New York Times bestselling author and star of MTV's 'The Buried Life'


Passport to Prizes -- during Expo Hall hours
This is your opportunity to win valuable prizes! Stop by and say "Hi" to participating vendors, have your passport stamped, and return the completed passport  to the ICMI booth for your chance to win great prizes such as a $200 Amazon gift card, an iPad, Bose noise cancelling headphones, and more.
Prize drawings will take place at the Solutions Spotlight Theater at 1:00pm on Wednesday.

Career Development Roadmap -- during Expo Hall hours
Receive a customized professional development “roadmap” for you and your team.
For more information, contact Todd Piccuillo at

Solutions Spotlight Sessions provide first-class education and conclude with a drawing for a $100 American Express Gift Certificate!

*NOTE: Complimentary Expo Hall/Keynote pass is for end-users only and must be approved by the Event Director.


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

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 ,

"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