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The #1 Contact Center Event!

Join us at the Loews Royal Pacific Resort at Universal Orlando on October 21 - 24, 2024.

ICMI's Contact Center Expo delivers expert strategy and insight into the technologies and concepts you need to know to plan, manage, and optimize your contact center!

We can't wait to see you!

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What's New in 2024

o Conference Theme: Embracing Change
o Sessions showcasing the ‘how’ of AI and Automation
o Speed networking session
o More case studies from well-known organizations
o ICMI’s Global Contact Center Awards Ceremony
o More site tours than ever before

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Site Tours

Experience 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! More will be added- Stay Tuned!

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The Latest Trends. The Most Knowledgeable Experts.

ICMI prides itself on delivering the most practical content in the industry. From AI to customer experience to operations, we guarantee you'll walk away with actionable insights and new ideas.

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Invest in Your Team - Your Most Valuable Asset

Take Advantage of Affordable Team Pricing When 3 or More Attend!

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Become an Exhibitor

ICMI's Contact Center Expo unites professionals looking to enhance the customer experience with the latest technologies and services. Don't miss the chance to meet this highly qualified group of active buyers in person in 2024!

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00 Days 00 Hrs 00 Mins 00 Secs Countdown Until the Show Starts!

Connecting the Industry with Sustainable and Innovative Contact Center Solutions

ICMI’s Contact Center Expo is designed exclusively for contact center and customer service professionals seeking to advance their contact center strategy and planning, better support their teams, and advance their careers.

This community-focused event offers a unique and energizing experience rooted in a practical foundation, phenomenal case studies, one-of-a-kind site tours, and industry topics that matter to you!

We are 100% dedicated to giving you the tools that empower you to deliver on your business’ strategic goals.

Contact Center Expo integrates our coverage of AI into every aspect of the event.

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Speakers

Adrienne Fischer

STCU

Bala Venkataramanan

VP, Head of Customer Experience & Ops

BILL

Beth Gauthier-Jenkins

VP Customer Experience and Human Resources

Gopher Sport

Brad Cleveland

Senior Advisor and Founding Partner

ICMI

Bryant Richardson

President

Real Blue Sky

Chelsey Johnson

Education and Quality Manager

Gopher Sport

Cheryl Gregware

AVP Customer Service Manager

ChoiceOne Bank

Courtnie Garteski-Bergler

Director

Mayo Clinic

Daniel Thomas

Principal Analyst

Informa

Erin Layman

Operations Manager

Mayo Clinic

Erin Murdock

North American University

Jeff Toister

President

Toister Performance Solutions, Inc.

Jim Thomsen

VP of Customer Care

Showdown Displays

Josh Streets

CEO/Founder

Scoreboard Group

Justin Robbins

Content Strategist

8x8

Laura Grimes

CEO

Harrington Consulting Group Inc

LESLIE OFLAHAVAN

Principal

E-WRITE

Nate Brown

Senior Director of Customer Experience

Arise Virtual Solutions

Sarah Gibart

Senior Effortless Experience Manager

Gopher Sport

Wendy Fowler

Contact Center Expert

Quality Service Solutions

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What Our Attendees Say

"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

"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

Conference Program

With transformative change impacting contact centers more than ever before, there’s one thing call center professionals can be sure of. The knowledge you gain at ICMI's Contact Center Expo will help you embrace change and move your contact center forward. Here, you will find sessions, training, workshops and resources covering the latest industry topics - including:
• implementing and integrating AI (including chatbots, chatGBT, etc)
• employee retention and managing a hybrid workforce
• upgrading legacy systems
You will also learn about common contact center operational issues related to:
• workforce management
• customer retention
• quality monitoring and delivery
• systems management
• employee experience and engagement

CONFERENCE SCHEDULE

How We Cover AI

Contact Center Expo integrates our coverage of AI into every aspect of the event. From training to workshops to sessions and keynotes, we thread this critical topic into everything we support - versus relegating it to one track. If you're looking for dedicated content, here are a few examples:
• Training: Artificial Intelligence in the Contact Center
• Workshop: Mastering the RFP Process: Strategically Procuring AI for Your Contact Center
• Session: Building a Contact Center AI Strategy
• Session: Beyond Chatbots: Augment Your Support Operations With AI
• Session: AI Promise vs. Reality of Contact Centers

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Case Studies

Peer insights are invaluable when tackling challenges and learning new trends. Tap into leaders from the likes of Spirit Airlines, Homeland Security, Fabletics, Nestle Purina, Automattic, and many more market-leading companies. Beyond case studies, you’ll gain access to keynotes, networking, and expert-led sessions on the most trending topics across integrating AI and automation, managing a hybrid workforce, and keeping up with operational best practices.

CASE STUDIES

The #1 Contact Center Event!

What's New in 2024

Site Tours

The Latest Trends. The Most Knowledgeable Experts.

Invest in Your Team - Your Most Valuable Asset

Become an Exhibitor

Contact Center Expo integrates our coverage of AI into every aspect of the event.

Speakers

What Our Attendees Say

Conference Program

How We Cover AI

Case Studies

Sponsors