Orlando Conference: The Wonderful World of ICMI

The rising pace of service in the contact center sector was behind the theme of the ICMI expo in Orlando in May: Delivering exceptional customer experiences in a complex and changing world.

ICMI’s Contact Center Expo & Conference was held at Walt Disney World Resort, Orlando, from May 22 through 25. The lineup of workshops and speakers lived up to the wonder and customer service standout that is Disney. It included all that you can imagine – and more.

“We’re in a new era of customer experiences that’s placing demands on organizations like never before,” ICMI wrote. “For contact center leaders, the importance of leveraging the right technologies, delivering service in the most effective channels, and balancing people, process and automation is at an all-time high.”

ICMI Keynotes

Tim Rauschenbach of Herff Jones was listed as a keynote on how to Transform your organization to build lifelong relationships with your customers. He started his career at Disney. Former Disney Institute employee Doug Lipp told How Disney University develops the world’s most engaged, loyal and customer-centric employees.

 That took us to Salesforce Vice President Keith Pearce’s session. It was titled From transactional to intelligent conversational service: Your 2017 imperative. Pearce spoke about using “artificial intelligence, bots and empowered agents to deliver an intelligent conversational service experience that ‘wows’ every customer in every channel, every time,” ICMI wrote.

Shep Hyken, customer service expert, was also on the list with his Amaze every customer every time. The keynote by Chip Bell, customer-focused strategy expert, addressed Seriously sparkly service: Making innovative service profoundly remarkable.

Speaking of wow: ICMI sessions of note

The host of sessions was too numerous to include all here. But the program included sessions like those that follow.

  • Building one of the world’s best customer experiences (from scratch)
  • Dashboard to performance improvement
  • Zero to Hero: How to build award-winning social customer care
  • 2020 Vision: Building a roadmap for your contact center’s future
  • Managing change with excellence
  • Keeping the customer service rockstars on your team


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