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October 26-29, 2026
Gaylord Palms Resort & Convention Center
Orlando, FL
ExhibitExhibit

What's New in 2025

Innovation, Insights, and Connections—All in One Place

Like a fingerprint, every ICMI Contact Center Expo event is a little different. Truly unique year after year, we join forces for a few invigorating days together, and we leave with new contacts, ideas, and memories all our own. And of course, we’re bringing back all the classics you’ve come to know and love: an Expo Hall with 30+ vendors, a comprehensive conference program with 40+ sessions, and 5 pre-event training course options for the most impactful, career-building experience.

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ICMI Community Corner

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.

Schedule:

Tuesday

  • 5:00pm – ICMI Community Meet + Greet with Erica 
  • Marois6:00pm – Change My Mind with Nate Brown

Wednesday

1:00pm – Casual Conversation: Empathy in CX with Michael Mattson and Sandra Thompson

Thursday

  • 1:00pm – Casual Conversation: Debrief on Juan Bendana's Keynote with Michael Mattson + Sandra Thompson
  • 2:45pm – Casual Conversation: Psychological Safety in the Contact Center with Dan Smitley, Sandra Thompson + Michael Mattson
  • 3:15pm – LinkedIn Connect-athon: Come grow your LinkedIn network!

Campfire Experience

New to ICMI’s Contact Center Expo? Don’t worry, you’re not alone! The Campfire Experience is designed to help first-time attendees feel welcome, connected, and ready to make the most of the event.

Before the conference, you’ll have the opportunity to join a virtual Campfire Meet & Greet, where you’ll connect with a small group of fellow first-time attendees and an experienced ICMI community leader. This is your chance to ask questions, gain insider tips, and start building relationships before you even arrive onsite.

Tuesday, October 21: 3:30 PM ET

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Thursday, October 23: 1:00 PM ET

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Friday, October 24: 10:00 AM ET

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Speed Networking

Wrap up a busy day of learning with a fast-paced hour of fun at our speed networking session. This lively, interactive experience is the perfect way to expand your professional circle and build new connections before the evening party. In just one hour, you will engage in 15 dynamic conversations that will leave you inspired and energized for what’s next.

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More Case Studies

See how other companies have tackled the same challenges you face. We’re excited to offer more case studies than ever this year from companies like Mayo Clinic, Michigan State University, Fabletics, Gopher Sport, Kraft Heinze, WebMD Health Services, Northwestern Mutual, and many more.

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Mimosas & Mingling

Kick off the celebration of the Awards Ceremony day with this fun and social event where you can enjoy a relaxed atmosphere while sipping on refreshing mimosas and engaging in casual conversations. Whether you're discussing work, hobbies, or just enjoying the moment, Mimosas and Mingling is all about enjoying good company and celebrating the joy of building real connections.

Wednesday at 7:45 AM

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Awards Ceremony and Conference Tiki Party

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 Tiki Party and a vibrant celebration of island life, complete with colorful leis, exotic drinks, and beachy beats.  Whether you're lounging under bamboo umbrellas or dancing under the stars, this Tiki Party promises to be a night of delicious food, creative cocktails, and sweet island rhythm.

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