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

Drive Customer Experience Sessions

Choose a Conference Track:

In a connected world, where a single interaction can go viral, the customer is truly king. There is enormous pressure on contact centers to provide superior customer service and experience – requiring them to simultaneously juggle the demand for speed, accuracy, channel choice, personalized service, and in many cases, regulatory compliance. Sessions in this track will help you develop strategies and implement tactics to overcome the hurdles and take your customer experience to the next level.

Session 103

Your Brand Voice - How to Maintain Consistency Across Channels

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
LESLIE OFLAHAVAN, Julie Johnson, Chris Vetrano

To give your customers a consistent experience, you've got to use the same brand voice before they buy your product (when you're marketing to them) as you after they buy (when your Customer Care team is handling their questions or complaints). But maintaining your brand voice can be difficult if your teams are siloed, your brand voice isn't well defined, or your customer service agents don't have the skills to adopt the brand voice when they communicate with customers. Join this expert panel and learn how leading companies define brand voice, collaborate across teams to sustain brand voice throughout all the parts of the customer journey, and develop agents' communication skills so they can use the brand voice when they speak or write to customers.

Session 203

Delighting Customers with Innovative Customer Experience

Tuesday | 1:30 PM – 3:00 PM
Location: Conference Hotel
Andrew Stein, Daniel Moross, Chris Vetrano, Fancy Mills

Looking for new ideas, techniques and surprising ways to delight your customers? Hear this interactive panel as they share how their organizations have risen above the others when it comes to innovative customer experience and share best practices to implement these programs. You'll walk away with ideas to bring back to your organization to build into your customer experience program.

Session 303

The New World of Experience Management: What It Means and How to Do It Right

Tuesday | 2:45 PM – 4:15 PM
Location: Conference Hotel
Lauren Volpe

Customer Experience doesn't start and end in the Contact Center – CX should be everywhere in your organization and in order to get it right, you need to start with the customer perspective. In this session, Lauren will share how a step by step process of how to evaluate the experience by understanding how your customers navigate through the various channels and then work to remove obstacles or roadblocks within those channels. The end result is a seamless and quicker process for customers resulting in customer satisfaction, loyalty and promotion of your brand.

Session 403

Organic vs Artificial Intelligence (OI vs AI)

Tuesday | 4:00 PM – 5:30 PM
Location: Conference Hotel
Jim Thomsen

Everywhere we go, we hear AI this or AI that - we're told that machines will soon be taking over a greater portion of the workplace. In this session, Jim makes the case against the machine and how it can never replace the genuine and authentic experiences humans provide to each other. In this session, Jim will illustrate examples of AI run amok, as well as examples where employees can act artificial/robotic. You will learn what tools Showdown Displays use to reward employee behavior, drive engagement and improve performance that makes both their customers and CFO smile.

Session 503

How Mature Is Your Customer Experience?

Wednesday | 1:30 PM – 2:30 PM
Location: Conference Hotel
Josh Streets

How good are customers' experiences with your contact center? Are those experiences helping or hurting customer loyalty? The price of not knowing can be high; your organization's profitability and cost control may depend on whether customer experiences result in stronger loyalty and satisfaction. In this session, Josh Streets will share a framework for assessing the maturity of your organization's customer experience. Learn how you can align your people, process, technology, and strategy for maximum customer benefit, and set your contact center on the path toward continuous improvement and competitive advantage.

Session 603

CX Change Through The Lens Of The Kotter Model

Wednesday | 2:45 PM – 3:45 PM
Location: Conference Hotel
Nate Brown

Join Nate as he shares his perspective on the practical application of change management with John Kotter's 8-step model. Nate will take you through each step of change, highlighting practical ideas and actions around creating a sense of urgency, building a guiding coalition, forming a strategic vision and initiatives, enlisting a volunteer army, enabling action by removing barriers, generating short term wins, sustaining acceleration and instituting change.

Session 703

The New MVP: Adopting a Minimal Viable Product Approach For Better CX

Wednesday | 4:00 PM – 5:00 PM
Location: Conference Hotel
Rebecca Roemen

Does your organization have a slow Speed-To-Market? Do they invest a lot of resources in a channel, feature, process or technology that ultimately doesn't quite hit the mark once released? You're far from alone. In this session you will learn about the Minimal Viable Product approach to releasing new features and technology to customers (or your Contact Center). We will discuss MVP as a means to optimize speed-to-market and a key lever to transform your customer experience by using iterative, customer-centric improvements.

CX Change Through The Lens Of The Kotter Model

CX Change Through The Lens Of The Kotter Model

Wednesday | 2:00 PM – 2:45 PM
Location: Conference Hotel
Nate Brown

Join Nate as he shares his perspective on the practical application of change management with John Kotter's 8-step model. Nate will take you through each step of change, highlighting practical ideas and actions around creating a sense of urgency, building a guiding coalition, forming a strategic vision and initiatives, enlisting a volunteer army, enabling action by removing barriers, generating short term wins, sustaining acceleration and instituting change.

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