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"ICMI's Contact Center Expo: A Digital Experience"

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Join us for ICMI's Contact Center Expo: A Digital Experience now on demand! This free virtual summit is designed for contact center professionals looking to advance their careers and enhance their performance.

ICMI's Contact Center Expo: A Digital Experience is designed specifically for contact center and customer service professionals to arm them with the tools, knowledge and connections that will advance their performance and career. Unlike most virtual events which can feel like consecutive webinars, we invest in delivering an interactive, community-focused experience that's rooted in practical and actionable information and customized networking.

The State of Contact Centers—Separating the Signal from Noise
Presented by: Brad Cleveland, ICMI Founding Partner and Former CEO

SPONSORED KEYNOTE
The Agentic Enterprise: Five Leadership Priorities to Scale AI into Results
Sponsored by: NiCE
Speaker(s) Michele Carlson, Director of Product Marketing at NiCE

Agentic AI Explained: What It Really Means for the Contact Center
Speaker(s) Brent Barbara, Managing Director & Amanda Hughes, Founder and Managing Director, Clearest Blue LLC

Build. Stretch. Prepare. A Leadership System for Advancing High-Potential Talent
Speaker(s) Bianca Price, HR Customer Experience Manager, Michigan State University

How to Support Customers Who Never Make it to the Contact Center
Speaker(s) Nate Brown, Co-founder, CX Accelerator

Shift Happens: How Flexible Staffing Reduces Burnout and Boosts Coverage
Speaker(s) Jeremy Hyde, Sr. Director, Customer Service, Sun Country Airlines

Half Your AI Budget is Going to Tools That Make Your Agents Slower
Speaker(s) Jim Iyoob, President, ETS Labs | Chief Revenue Officer, Manu Dwievedi, AVP of Product Strategy & Innovation & Shawndra Tobias, Chief Data Strategy Officer, Etech Global Services

Inside 3 Award-Winning Contact Centers: What Actually Moves the Needle
Speaker(s) Erica Marois, Sr. Manager, Content and Community, Informa, Jennifer Walls, VP, Customer & Partner Experience, Pathward Tax, Kara Whalen, Director, Health Resource Center Member Services, U.S. Department of Veteran Affairs, & Isabelle Deslauriers, Manager, Customer Support, StarTech.com

Agentic Customer Service in Action with CXone: From Insight to Intelligent Action
Sponsored by: NiCE

Solution Spotlight: #2
Sponsored by: Zoom

Solution Spotlight: #3

Transforming Healthcare Contact Center Quality Through AIQA at Vantive
Speaker(s) Jason Mercer-Pottinger, Snr. Director Americas Customer Care, Vantive Healthcare

Culture Is Built in the Gaps
Speaker(s) Sarah Caminiti, Head of Business Transformation, Support Ninja

Preparing the Contact Center for AI Without Leaving People Behind
Speaker(s) Todd Piccuillo, Sr. Director, HDI/ICMI Consulting & Steve Campbell, ICMI Sr. Consultant and Co-founder of Summit Trails, Informa TechTarget

Lead the AI Experience: Human Expertise and Agentic AI in Action
Sponsored by: NiCE

Demo #2
Sponsored by: Zoom

Demo #3

From Vendor Overload to Confident AI Adoption: A Customer-Led Contact Center Case Study
Speaker(s) Sarina Swan, Senior Director, Customer Contact Center, Vitalant & Gina Gibson, CEO, Think Forward

From Cost Center to Value Center: Designing Contact Centers to Deliver Enterprise Value at Scale
Speaker(s) Richa Diwan, Principal Director, Enterprise Transformation & Customer Experience, Strategic Advisors

The 10x10 Rule and a New Lens on Agent Burnout
Speaker(s) Luke Jamieson, CX Evangelist, Operata

Offered Free by: NiCE | Zoom | ujet.cx
See All Resources from: NiCE | Zoom | ujet.cx