Informa helps businesses and professionals in hundreds of ways.

Our international portfolio of live events, world-leading research publications, and innovative digital services provide specialists with the knowledge and connections they need to thrive.

October 26-29, 2026
Gaylord Palms | Orlando, FL

RegisterExhibit

October 26-29, 2026
Gaylord Palms | Orlando, FL

RegisterExhibit

Half-Day Strategy Workshops

Spend the day in one of our informative half-day workshops, learning with the best in the contact center industry. These workshops provide participants with an opportunity to engage in deep-dive discussions, collaborative planning, and strategic alignment on critical industry challenges and opportunities.

  • A Premier Pass is required for workshops, and also includes access to the morning Site Tours
  • All workshops take place on Tuesday, October 27, 2026, 12:30 PM – 3:45 PM 
  • Space is limited and is on a first come, first served basis
Site ToursPasses & Pricing

2026 Workshops Include:

The Contact Center CX/AI Journey: How to Prioritize, Sequence, and Scale What Matters

Tuesday, October 27 | 12:30 PM - 3:45 PM ET

AI is now touching nearly every layer of the contact center, yet many leaders still struggle with where it actually fits and where to start. This half-day workshop provides a practical operating model for understanding how AI applies end-to-end across the contact center—from digital engagement and self-service to routing, agent support, quality, analytics, and workforce planning. Through a structured framework, realistic case study, and guided working sessions, attendees will assess their current state, prioritize use cases based on business impact and readiness, and develop a clear 90-day action plan.

What You'll Gain:

  • A framework to map where AI fits across your entire contact center operating model
  • Tools to assess current-state readiness and identify strengths, gaps, and dependencies
  • Guidance on how AI reshapes roles across agents, supervisors, QA, training, and workforce leadership
  • Clarity on where to start first based on business value, operational readiness, and risk
Learn More

From Accidental Rhythm to Intentional Culture: A Half-Day Lab for Contact Center Leaders

Tuesday, October 27 | 12:30 PM - 3:45 PM ET

Every contact center runs on rhythm—the recurring patterns of meetings, metrics, coaching, and escalations that silently teach agents what really matters. Most of those rhythms formed accidentally, driving burnout, churn, and inconsistent experiences that erode culture. In this hands-on lab, Justin Robbins helps leaders map the "accidental rhythm" running their center today and redesign it into an intentional rhythm that supports belonging, performance, and sustainable results using practical, field-tested tools.

What You'll Gain:

  • Identify the "accidental rhythms" currently shaping agent behavior, performance, and engagement in your contact center
  • Redesign at least one high-impact rhythm (coaching, huddles, or schedule management) to support your culture and CX promises
  • A simple blueprint to align staffing, metrics, and leadership behaviors under operational pressure
  • A 90-day implementation plan with specific touchpoints, owners, and measures to ensure the new rhythm sticks
Learn More

Stop Winging It: The Leadership Toolkit Contact Centers Never Teach But Every Manager Desperately Needs

Tuesday, October 27 | 12:30 PM - 3:45 PM ET

Contact center leaders are expected to make sound decisions, guide teams through change, and resolve conflict—often simultaneously, without warning, and almost always without structured tools for doing any of it well. Most managers are winging it, not because they lack talent, but because no one ever taught them how to think through complex challenges using repeatable methods. This half-day workshop delivers the leadership curriculum most contact centers never have time to build. Grounded in real operational experience, it provides four integrated frameworks applied through realistic scenarios: see problems clearly, solve them thoughtfully, lead people through solutions, and navigate the conflict that change creates.

What You'll Gain:

  • The People, Process, and Technology Framework to diagnose root causes instead of reacting to symptoms
  • Design Thinking methodology to reframe problems before jumping to solutions, with practical templates for contact center scenarios
  • ADKAR change management tools to assess team readiness and identify the specific leadership action each person needs
  • Interest-Based Negotiation techniques for transforming positional conflict into collaborative problem-solving, practiced through guided role-play
Learn More
ICMI Workshop Session

The Climb: Fixing Contact Center Execution Breakdown as Complexity Increases

Tuesday, October 27 | 12:30 PM - 3:45 PM ET

Most contact centers don't lack data, insight, or effort—they struggle to turn all three into execution that actually holds. As AI, analytics, and customer listening expand, teams move faster, but not together. The result is repeated issues, inconsistent experiences, and constant rework across channels. This hands-on workshop introduces "The Climb," a practical way to understand where execution breaks down as complexity increases—and how to fix it. Led by Sean Albertson, Founder and CEO of CX4ROCKS, participants will work through guided exercises to identify where coordination is breaking across their contact center, align teams around a shared view of customer reality, and prioritize actions that reduce friction and improve consistency. Rather than adding more tools or processes, this session focuses on strengthening the foundations that allow execution to hold as pressure increases.

What You'll Gain:

  • A clear view of where execution is breaking down across your contact center
  • A practical way to diagnose gaps using The Climb framework
  • Tools to align teams around shared priorities and customer reality
  • A prioritized action plan to reduce rework and improve consistency
Learn More

Sponsors