Site Tours

Contact Center and CX Site Tours

"The site tours were invaluable from the perspective of gaining insight on operations. They also provided some networking opportunities. The host companies were engaging and receptive to questions."

- Christopher Pinney, Navy Federal Credit Union

What To Expect on a Site Tour

ICMI's Contact Center Tours feature the most innovative contact centers across a variety of industries, sizes, and technology implementations. During these guided tours, you’ll visit the contact center environment and the host’s facility at large. Don’t miss your chance to see culture and technology in action! Hear about strategies for engaging and retaining employees, leading hybrid workforces, delivering on customer experience, and implementing new tools. You’ll also have the opportunity to engage in a Q&A with the contact center’s leaders during the tour. It’s also a great opportunity to network and get to know your fellow Contact Center Expo attendees.

A Premium pass is required for site tours
All site tours take place on Tuesday, October 17, 2023, 8:00 AM - 11:30 AM
Please note that Orlando City Soccer Club option is a customer experience tour, not a contact center tour
Space is limited and is on a first come, first served basis

2023 Site Tours

Disney Central

Disney Reservations (Sold Out*)

Don’t miss this opportunity to visit the Disney Central contact center! This center is the largest of the Disney contact centers, handling all communication for Walt Disney World vacations including resort/package bookings and tickets. Discover how leadership is focused on aligning infrastructure and support teams dedicated to driving optimization across the organization. In addition, you will learn about the e-Commerce operations teams, including Sales and Service Chat, consumer internet Help Desk and escalations, and Disney Photo imaging support teams.

Lighthouse Works (Sold Out*)

What if your contact center had less than 10% attrition? What if many of your agents had college degrees or previously owned businesses? What if your agents were naturally empathetic listeners?
Lighthouse Works, a social enterprise BPO contact center, has all these attributes and more and will show you how to take your customer experience to the next level. Through custom software development, the Lighthouse Works team can make any digital platform accessible to blind and visually impaired individuals, helping to flip the script on traditional contact center problems and create a unique value proposition in the marketplace. Moreover, while delivering the highest quality service to customers, this organization raises sustainable funds to provide crucial programs and services to individuals of all ages who are blind or visually impaired. This year’s ICMI tour experience will open your mind to a different way of approaching contact center services and show you how this social enterprise is changing the game.

Lighthouse works site tour

Orlando City Soccer Club (Sold Out*)

Looking for a different type of Orlando experience? Explore the exhilarating world of soccer with an exclusive tour of a state-of-the-art soccer stadium. Exploria Stadium is home to Orlando City of the Major League Soccer (MLS) and the Orlando Pride of the National Women’s Soccer League (NWSL). Your journey begins with insights on how Orlando City Soccer Club (SC) creates a premium, distinctive, on-brand year-round experience for season ticket holders and how they strive to create value for their members that exceeds expectations. Orlando City SC strives to deliver best in class service and unique experiences that build customer loyalty.

You’ll then get a private tour of the iconic stadium’s facilities. See the behind-the-scenes operations, from the players’ locker room, to the press room, to the dressing room, and even a visit to the soccer field. Whether you’re a die-hard soccer fan or simply curious about the world of sports, this tour will provide you with an unforgettable experience.

Note: This is a customer experience tour, not a contact center tour