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

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2019 Local Contact Center and CX Tours

 Contact Center and CX Site Tours

No one offers the best variety of contact center tours than Contact Center Expo. Time and again, attendees have exclaimed that site tours are the perfect complement to their conference experience. We’re certain you’ll agree!

LISTED BELOW WERE THE 2019 TOURS. WE ARE CURRENTLY FINALIZING OUR PLANS FOR 2020 AND WILL POST THE TOURS IN EARLY JANUARY.  We've got some really interesting ones in the hopper - It's pretty exciting! Register now and our customer care team will call you when they are available and get your selections before they become available to the public! *All-access or PRO pass required for 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


Monday Morning Tours (choose one): 8:30 AM - 12:00 PM

TOUR AM1: Carnival Cruise Lines

Carnival Cruise Line, part of Carnival Corporation & plc (NYSE/LSE: CCL; NYSE: CUK), is "The World's Most Popular Cruise Line®" with 26 ships operating three- to 24-day voyages to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Canada, New England, Bermuda, Cuba, Europe, Australia, New Zealand, the Pacific Islands and Southeast Asia. The line currently has three new ships scheduled for delivery – Carnival Panorama™ in 2019, Mardi Gras in 2020 and an as-yet-unnamed ship in 2022.

TOUR AM2: City Furniture

City Furniture is a Florida based retailer on a mission to change the way people live with beautiful home furnishings at incredible value. Style, value and service are at the core of everything they do, and with over 34 showrooms across the state and an expansive e-commerce site, they're constantly evolving to bring their customers the very best. Their team is comprised of over 130 remote and onsite agents and recent technology investments and strategies are focused on self service solutions to reduce call volume, agent UI optimizations in Salesforce to reduce AHT and increase productivity by creating a competitive team based production scoreboard. On this tour, the team will also discuss new hire training redesign that supports remote and onsite agents to allow for rapid growth without office expansion.

TOUR AM3: Social Media Command Center Tour

This tour will provide you with a behind the scenes look at how NexGen Agency's team manages the social engagement for multiple brands including Planet Fitness, Helzberg Diamonds and all of the brands under Sound United. This 20,000 square foot facility includes over 150 workstations, training rooms, product labs, onsite café and a social media command center. The center is staffed with over 30 strategists who monitor in real-time, the social media channels including Twitter, Facebook, Instagram and all channel support for their clients. You will see how the strategists are able to respond with the brand voice as they monitor the accounts with a wall of monitors.

TOUR AM4: Hard Rock Stadium

Hard Rock Stadium is home to the Miami Dolphins, University of Miami, the Miami Open and host of the 2020 Super Bowl. This tour will take you through the stadium where you can see the array of customer experiences as well as learn firsthand how the Hard Rock Stadium team delivers exceptional service from the Guest Relations team as well as the Membership Experience team.
Monday Afternoon Tours (choose one): 1:00 PM - 4:30 PM

TOUR PM1: Carnival Cruise LInes

Carnival Cruise Line, part of Carnival Corporation & plc (NYSE/LSE: CCL; NYSE: CUK), is "The World's Most Popular Cruise Line®" with 26 ships operating three- to 24-day voyages to The Bahamas, Caribbean, Mexican Riviera, Alaska, Hawaii, Canada, New England, Bermuda, Cuba, Europe, Australia, New Zealand, the Pacific Islands and Southeast Asia. The line currently has three new ships scheduled for delivery – Carnival Panorama™ in 2019, Mardi Gras in 2020 and an as-yet-unnamed ship in 2022.

TOUR PM2: City Furniture

City Furniture is a Florida based retailer on a mission to change the way people live with beautiful home furnishings at incredible value. Style, value and service are at the core of everything they do, and with over 34 showrooms across the state and an expansive e-commerce site, they're constantly evolving to bring their customers the very best. Their team is comprised of over 130 remote and onsite agents and recent technology investments and strategies are focused on self service solutions to reduce call volume, agent UI optimizations in Salesforce to reduce AHT and increase productivity by creating a competitive team based production scoreboard. On this tour, the team will also discuss new hire training redesign that supports remote and onsite agents to allow for rapid growth without office expansion.

TOUR PM3: Social Media Command Center Tour

This tour will provide you with a behind the scenes look at how NexGen Agency's team manages the social engagement for multiple brands including Planet Fitness, Helzberg Diamonds and all of the brands under Sound United. This 20,000 square foot facility includes over 150 workstations, training rooms, product labs, onsite café and a social media command center. The center is staffed with over 30 strategists who monitor in real-time, the social media channels including Twitter, Facebook, Instagram and all channel support for their clients. You will see how the strategists are able to respond with the brand voice as the monitor they accounts with a wall of monitors.

TOUR PM4: Hard Rock Stadium

Hard Rock Stadium is home to the Miami Dolphins, University of Miami, the Miami Open and host of the 2020 Super Bowl. This tour will take you through the stadium where you can see the array of customer experiences as well as learn firsthand how the Hard Rock Stadium team delivers exceptional service from the Guest Relations team as well as the Membership Experience team.

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
, Phone.com

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 , AutoTrader.com

"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

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