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

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2019 Drive Customer Experience Sessions

Choose a Conference Track:

The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.

Session 103

Transform Your Contact Center into an Insight Center

Tuesday | 11:30 AM – 12:30 PM
Regency Ballroom 3
Matthew Dixon, Timothy Donchez

How would your company's leadership and business partners describe the value the contact center delivers to the organization? Is it seen as a "necessary evil", managed aggressively from a cost standpoint and an afterthought when it comes to organizational strategy and investment, or is it an "insight center," delivering critical data and perspective on customers, markets, risks and opportunities? Come learn how Lutron used the latest AI technology and a transformational leadership approach to dramatically change the perception of the value that customer service can (and should) deliver to the enterprise.

Session 203

Dont Be a Passenger - Drive the Customer Experience Agenda

Tuesday | 2:00 PM – 3:00 PM
Regency Ballroom 3
Dan Moross

We all know that customer experience can be a key differentiator, but energizing the organization to see the strategic value – and invest in it – can be tough. How can you gain enough of a voice to not only inform, but actually drive the customer experience agenda? This session will provide a set of tactics to help gain buy-in from the top down. Discover ways to highlight why you are best placed to create a customer-centric culture, turn up the volume on voice of customer and champion improvements at every touch point in the customer experience.

Session 303

Judge Judy CX Edition: The Case Against NPS

Tuesday | 3:15 PM – 4:15 PM
Regency Ballroom 3
Nate Brown, Matthew Dixon, Justin Robbins

NPS, or Net Promoter Score, is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a driver's license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This "courtroom" session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, Matt Dixon, or the NPS defending attorney Nate Brown as we present our case. You are jury, having the ability to vote with your feet throughout the session. Will NPS be considered a criminal offense against Customer Experience? Come and find out.

Session 403

Agents Rejoice as New Innovation Eases Their Effort

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 3
Dale Sturgill, Jafar Adibi

Enabling agents to be more empowered while maintaining oversight and control is a constant topic of conversation, and has always been a tricky thing to try and solve. Join this session to find out how Employbridge is tackling this initiative with ease and sophistication that we could have only dreamed of a decade ago. New technology paired with innovative thinking

Session 503

Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Wednesday | 1:30 PM – 2:30 PM
Regency Ballroom 3
Nate Brown, Bob Furniss, Dan Moross, Kristy Powers

Customer Experience is more than a buzzword - it is the foundation of successful organizations. But how does it really work in the contact center? Is it possible for a service leader to drive change into other parts of the organization? In this session we will hear from some of the CX thought-leaders about how they approach this every day. In this facilitated set of Ted-talk-like sessions, hear how Moo, UL, Navy Credit and IBM approach these important topics. In addition to success stories, hear stories of failure and how you can avoid the pitfalls.

Session 603

Performance Dashboards: A Common Sense Approach

Wednesday | 2:45 PM – 3:45 PM
Regency Ballroom 3
Eddie Vidal

We live our whole lives being measured, from our grades in school to our working life. Measurement is important because it puts vague concepts into context, but many are subjective, which can lead to differences of opinion. In the case of customer experience, it's not enough to say you want to deliver quality service – you must define what it means to know if you are succeeding. This session will provide tools and templates for grading agent performance, as well as strategies to gain their buy-in and contributions. Learn how to implement an agent performance dashboard designed to improve the quality of service provided to your customers.

Session 703

Five Things You Should Stop Writing to Your Customers Right Now

Wednesday | 4:00 PM – 5:00 PM
Regency Ballroom 3
Leslie O'Flahavan

You may be writing to customers in newer channels like social, chat or SMS, and with newer tools like chatbots. But if you're using old, played-out words and phrases when you communicate with customers, your responses can backfire, causing write-backs, loss of business, or social shaming. This hands-on session will identify five insincere, generic, or tired-sounding customer service phrases, and review real-world examples of customer communications that illustrate the damage they do to service quality. This session will offer fresh, honest replacement wording for these exhausted phrases – a simple step that can deliver quick "wins" for your center.

Attendee Testimonials

What Attendees Are Saying About Contact Center Expo


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

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