Event Experiences
This is your chance to spend time with industry peers and enjoy experiences that are both career-enhancing and deeply personal. ICMI events are known for their genuine community feel – where contact center leaders connect with peers in a way that enables more sharing of real challenges, more access to real solutions and more opportunity to make long- lasting, authentic connections – while having FUN!
Check back frequently, information added daily!
New Event Theme for 2024: Embracing Change
Embracing change is crucial for companies to stay competitive and adaptable in today's dynamic business environment. We all know that change is a constant and those who embrace it will be better positioned to thrive in the face of new challenges.
With transformational trends taking place in the contact center – like integrating AI and automation, managing a hybrid workforce, and keeping up with operational best practices – ICMI's Contact Center Expo seeks to arm contact center leaders with the tools, solutions and insights that will help them navigate this change with confidence and clarity.
Conference Party Featuring the Global Contact Center Awards Ceremony
Wednesday, October 23 | 6:30 PM to 9:30 PM
Awards Program | 6:30 PM to 7:15 PM
Let's Celebrate Luau Party and More | 7:15 PM to 9:30 PM
The ICMI's Global Contact Center Awards Ceremony offers a chance to come together to celebrate greatness in the contact center industry. The awards recognize frontline workers, managers, and teams who deliver excellent customer and employee experience in a fast-paced and dynamic work environment. After acknowledging the award winners, more fun will follow with a Luau party and a festive and colorful celebration! This is your chance to enjoy delicious food and creative cocktails and to mix and mingle while engaging in memorable conversations with your fellow contact center professionals.
Expo Hall
Tuesday, October 22 | 5:00 PM - 7:00 PM
Wednesday, October 23 | 1:00 PM - 5:00 PM
Thursday, October 24 | 1:00 PM - 4:00 PM
More than an Expo Hall, it’s your marketplace for exploring, discovering, and assessing new business partners, products, services, and technologies in all the categories critical to your success...all while enjoying fun, games, demos, refreshments, and networking. View our exhibitor list.
The Contact Center Show - LIVE Podcast
Amas Tenumah and Bob Furniss
With more than 60 years of contact center leadership and consulting experience between them, Amas Tenumah and Bob Furniss launched their podcast - The Contact Center Show in 2020 to share real-life experiences and perspectives.
They have thousands of listeners/downloads monthly - and have been described as “...informative, funny, experienced, insightful....” But they are quick to tell you their main goal is to have fun first - while solving real-life customer experience issues.
They will be presenting four LIVE podcasts on the showroom floor during the conference. This is your chance to meet them and interact live during their show - asking questions and perhaps challenging their perspectives - much like they challenge each other.
They will tackle the most important issues facing our industry and interview session speakers and expo partners to take the conversations one level deeper.
Networking Reception
Tuesday, October 22 | 5:00 PM - 7:00 PM | Expo Hall
This is your chance to enjoy libations, nosh on appetizers, and mingle with your industry peers in a comfortable and relaxed environment. We’ll join together and raise a glass to all we've learned over the last few years, and toast what's ahead!
Solution Spotlight Sessions
During Expo Hall Hours, Visit Agenda for Exact Times
The Expo Hall is an expansive area with a wide variety of solutions providers. It can be difficult to really dig in and engage with those who can help us succeed. That’s why we’ve set aside a special area where you can meet peers who share your challenges and watch customized product demos from top solution providers.
View agenda
Passport to Prizes
Thursday, October 24 | 3:30 PM to 4:00 PM
Enter for a chance to win a number of great prizes donated by participating exhibitors! How to play? Head to the expo hall to collect your Passport to Prizes game card. Then, stop by each booth listed on the card to collect a stamp. Once you have all the required stamps, you can turn your card in for the drawing.
Drawing takes place Thursday, October 24th from 3:30 PM to 4:00 PM. You must be present to win.
Bookstore Hours
Make Time to Visit Our Bookstore
Tuesday | October 22 | 1:00 PM to 5:30 PM
Wednesday | October 23 | 7:30 AM to 5:30 PM
Thursday | October 24 | 7:30 AM to 4:00 PM