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

The Contact Center Leader’s Alternative to the "Big Box" Expo

ICMI’s Contact Center Expo is more than an event—it’s the epicenter of operational excellence, where growth is cultivated, connections are made, and leadership confidence is built long after you leave Orlando.

Elevate Your Contact Center Strategy at the Industry’s Premier Practitioner Event

Why join us at ICMI’s Contact Center Expo in Orlando? This is your opportunity to solve critical operational challenges alongside a community of peers who speak your language. From exclusive site tours at world-class brands like Disney and Universal to expert-led sessions on AI integration, experience management and workforce optimization, you will gain the actionable strategies needed to transform your customer experience. Explore the latest contact center technology in our Exhibition and return to your office with a clear roadmap for leadership and career growth.

Why Attend

Who Attends ICMI Contact Center Expo?

Join an Elite Network of Contact Center leaders 

ICMI’s Contact Center Expo is the premier gathering for professionals dedicated to scaling operational efficiency without compromising customer experience (CX). Our global community attracts leaders from diverse sectors—including Financial Services, Healthcare, Retail, and Tech—who are actively implementing digital innovation and workforce optimization strategies.

Whether you are a frontline leader or a C-suite executive, you will find your peer group here. Connect with a high-caliber network of strategic thinkers, including:

  • Executive Leadership: VPs and Directors of Customer Experience, Executive Directors of Contact Centers. 
  • Operations Experts: Contact Center Operations Managers, Directors of Operations, WFM Specialists. 
  • Frontline Strategy: Contact Center Managers, Supervisors, and Training Leads. 
  • Innovation Leaders: CX Strategists and Digital Transformation Officers.

Beyond the Queue: Where Contact Center Operations Leaders Level Up

Claim your spot as a contact center innovator. It’s not just about keeping the contact center running; it’s about mastering AI integration, workforce management (WFM), and the leadership skills that transform your contact center into a value-driving powerhouse.

Why Attend

Connect With A Community Who Get It

At ICMI’s Contact Center Expo, you don't just network—you find your peers. Our community is built for contact center operations leaders across industries like healthcare, finance, insurance, technology and retail who are tired of high-level fluff and ready for real-world solutions.

What's New

Operationalize for Real Results

AI is everywhere, but moving from a pilot program to a high-performing contact center is the real differentiator.  You’ll learn to integrate AI into your operations strategy without sacrificing the human element. Master the balance of automation and empathy to drive operational efficiency and customer satisfaction (CSAT) without losing the trust of your agents or your customers.

Conference Tracks

- Conference Attendee

“As an international attendee, I had an amazing experience at the ICMI Contact Center Expo. The sessions were insightful, the keynotes were engaging, and the networking breaks created great opportunities to connect with others in the field.”

- Conference Attendee

"Overall, the ICMI Contact Center Expo exceeded my expectations. It was both educational and inspiring, and I left feeling motivated to implement new ideas and continue improving our customer service operations."

- Conference Attendee

"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."

- Speaker

"As a first-time speaker, I felt honored to share my insights with such a passionate and knowledgeable audience. It was a growth moment for me. The experience challenged me in the best ways and gave me confidence to continue sharing and leading in this space."

- Exhibitor 

"Overall, the event was very enriching and informative. It was great to see how closely connected the contact center community is, and how ICMI continues to foster peer-to-peer learning through its sessions."

- Conference Attendee

“Attending ICMI has been a career milestone after 22+ years in contact centers. I was energized by a room full of like-minded leaders, insightful keynotes, and hands-on mini workshops... Truly the best training and networking experience of my career."