2019 Drive Customer Experience Sessions

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.

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".

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.

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!

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.

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

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.

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

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

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.

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.

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

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.

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

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

"This conference was well organized, had excellent speakers, and an engaged audience."

"Breakout sessions were very informative and learnings can be applied immediately to improve my business."

“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.”

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

"One of the best conferences I have attended."

“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!”

“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.”

“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.”

“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.”

“Given the opportunity, I will plan to attend again and will encourage others in my area of responsibility to attend as well.”

“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.”

"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."

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."

"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."

The content was great, the speakers were well prepared and shared relevant information, everything was so well organize and ran so smoothly.

"A great opportunity to understand emerging issues and trends, technical possibilities, and real-life examples of centers and issues.”

"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."

“The quality of the presenters was very good and I learned a lot of valuable takeaways. I have 3 pages of typed notes.”

"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."

"The environment at ICMI conferences is so refreshingly real - very different from other events. I learned so much by talking with the diverse attendees."

"The keynote presentations were awesome!"

"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!"

"I met some really great peers and loved the opportunity to share experiences with them."

"Networking was tremendous and John Goodman and Joe Bannon are true assets to emerging technology and best practices."

"I enjoyed the opportunity to meet others in similar fields or facing similar challenges in their contact centers."

"The conference sessions were great, and so interactive!"

"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."

"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."