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ICMI's Contact Center Expo: Where Professional Growth Meets Genuine Connection. At ICMI's Contact Center Expo, you'll immerse yourself in experiences designed not just to enhance your career, but to create meaningful relationships with peers who understand your challenges and celebrate your wins. Together, we'll navigate industry transformations while creating memories that last long after the event concludes.
Check back frequently, information added daily!
Wednesday, October 29 | 6:30 PM - 9:30 PM ET
ICMI's Global Contact Center Awards Ceremony provides an opportunity to come together and celebrate excellence 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, mix and mingle, and engage in memorable conversations with fellow contact center professionals.
Tuesday, October 28 | 5:00 PM - 7:00 PM ET
Wednesday, October 29 | 1:00 PM - 5:00 PM ET
Thursday, October 30 | 1:00 PM - 4:00 PM ET
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.
Tuesday, October 28 | 5:00 PM - 7:00 PM ET
Wednesday, October 29 | 1:00 PM - 5:00 PM ET
Thursday, October 30 | 1:00 PM - 4:00 PM ET
We’re excited to introduce a powerful CX for Good activation in collaboration with Operation Gratitude and Instant Teams — bringing heart, purpose, and service into the center of the customer experience conversation. Together, we’re creating an interactive space on the Expo floor where attendees can write letters, pack care kits, and connect with the mission of supporting military families — including the very military spouses behind the frontline of many CX teams today. Hosted by ICMI, powered by Operation Gratitude, and brought to life by the military spouse talent at Instant Teams, this is more than a booth — it’s an invitation to do good together.
Tuesday, October 28 | 5:00 PM, 6:00 PM
Wednesday, October 29 | 1:00 PM
Thursday, October 30 | 1:00 PM, 2:45 PM & 3:15 PM
Join us at ICMI’s very first Community Corner in booth #406. This will be a casual space for brain breaks, fresh ideas, and connecting with peers. Stop by, take a break, and join the conversation.
Tuesday, October 28 | 5:00 pm – 7:00 PM
The Welcome Night Reception 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! Connect with your colleagues, meet new peers, and have some fun celebrating in Orlando!
Tuesday, October 28 | 7:00 PM – 9:00 PM
After the welcome reception, continue the fun in the Tahitian Room in the Loews Pacific Resort just down the hall from the Expo. Enjoy an open bar, appetizers, music and engaging conversations with fellow contact center professionals. Stop by the NICE Cognigy booth #500 or 8x8 booth #406 to RSVP and get your flower lei for entry to the mixer.
Sponsors
Wednesday, October 29 | 4:00 PM - 5:00 PM ET
Wrap up a busy day of learning with a fast-paced hour of fun at our first-ever speed networking session. This lively, interactive experience is the perfect way to expand your professional circle and build new connections before the evening awards party. In just one hour, you will engage in 15 dynamic conversations that will leave you inspired and energized for what’s next.
Here's what to expect:
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.
Thursday, October 30 | 3:30 PM to 4:00 PM ET
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 30 from 3:30 PM to 4:00 PM. You must be present to win.
Make Time to Visit Our Bookstore
Tuesday | October 28 | 12:00 PM to 7:00 PM
Wednesday | October 29 | 8:00 AM to 5:00 PM
Thursday | October 30 | 8:00 AM to 4:00 PM
Tuesday, October 28 | 08:30 AM - 11:30 AM ET
A Premier Pass is required for site tours
Experience firsthand the most innovative contact centers across industries, sizes, and technology implementations. During these guided tours, you'll visit the contact center environment and see culture and technology in action throughout the host's facility. Learn valuable strategies for engaging employees, leading hybrid workforces, delivering exceptional customer experiences, and implementing new tools. You'll have the opportunity to engage directly with contact center leaders during a Q&A session, while also networking with fellow Contact Center Expo attendees. Don't miss this unique opportunity to gain actionable insights from industry leaders!
Tuesday, October 28 | 5:30PM
Wednesday, October 29 | 1:30 PM & 3:30 PM
Thursday, October 30 | 2:00 PM
With more than 60 years of contact center leadership and consulting experience between 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 change 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.
