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Nov 2018


Red Rock Resort 11011 W Charleston Blvd Las Vegas , Nevada 1402
Tel: (702) 797-7777
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ICMI Contact Center 2018 Demo & Conference






Event Overview:


  • 100% Product-neutral program content
  • Dynamic expo floor featuring cutting edge technology and services
  • Each session delivers actionable insights and meaningful content
  • Unique networking - Epcot Illumination, contests, mobile apps and more!
  • Produced by a trusted brand in the industry for over 30 years

Produced by ICMI, Contact Center Expo & Conference is the premier global gathering for the contact center industry. It's the essential forum for educational growth, networking, and sharing of proven best practices.

ICMI’s Contact Center Expo & Conference was launched in 2004 under the name ACCE (Annual Contact Center Exhibition), in response to demand for an industry event that would provide the best of all worlds – product-neutral education, a comprehensive exhibit hall, access to thought leaders, and the best networking opportunities available. ACCE quickly became the premier annual gathering of the global contact center community, and over the past 11 years it has been our mission to ensure that each subsequent event is even better and more valuable. Our name may be changing, but our commitment to providing an educational, meaningful and fun event is as strong as ever. We look forward to meeting you at ICMI’s Contact Center Expo & Conference!

Attendee Information:

Contact center professionals come to Contact Center Expo & Conference to:

  • improve their centers’ performance
  • better manage people and resources
  • improve operations
  • properly select and implement technology
  • and much more!

Through keynote presentations, networking sessions, site tours, case studies and more, attendees will return to their organizations with practical tips, tools and inspiration for success. Whether you’re new to the industry and looking for educational opportunities or a veteran looking to sharpen your skills with new approaches and techniques, Contact Center Expo & Conference is an event you won’t want to miss.

About ICMI:

Also known as the International Customer Management Institute (ICMI), we are the leading global provider of performance improvement resources for customer management professionals – from frontline agents to executives. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries improve customer experiences and increase efficiencies at every level of the contact center. Through training, events, consulting, and informational resources, ICMI’s experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center. Visit to learn more about one of the most established and respected organizations in the call center industry.

ICMI is a part of UBM.

Attendees - Event Information and Registration

Keynote Speakers

Manley Feinberg

Business Leadership and Peak Performance Expert, Author

Professionals often struggle to deliver more value under tightening business constraints and rising expectations. Add the complications of regulations, engaging a multi-generational work force, constantly evolving technology, economic pressure, plus the chaos of day to day life; and you have a serious challenge. After facing the same frustrations from the front lines to the executive level for more than 20 years; Manley believes the answer is in equipping individuals at all levels to think, act and influence as leaders in their environment. His keynote will help equip you to lead on the edge, and realize more in your life and work every day.

Manley is recognized as an award winning international keynote speaker, business leader, and author whose work has been featured on NBC, CBS, ABC, and Fox, and in The New York Daily News, Entrepreneur, American Express Open Forum and World News.  He served two terms as the President of the National Speakers Association, St. Louis chapter.

During Manley’s eleven years with Build-A-Bear Workshop, his leadership direction helped take the revolutionary retail concept from 40 stores to over 400 worldwide, realizing revenue growth from 55 million to over 474 million, and a successful IPO on the NYSE.  He built an award winning reputation for implementing business solutions and support that produced measurable results every day. Manley’s leadership influence contributed to a workplace culture that landed Build-A-Bear on the FORTUNE 100 Best Companies to Work For® List four years in a row.


Denise Lee Yohn

Brand-Building Expert, Speaker, Author

Denise Lee Yohn delivers fresh ideas and clear-cut tools to build a breakthrough brand. She inspires and teaches business leaders to realize the full potential of their organizations. Blending a unique perspective, over twenty-five years of experience with world-class brands including Sony and Frito-Lay, and a talent for energizing audiences, Denise is a leading authority on building great brands and exceptional organizations. As author of the bestselling book What Great Brands Do and the new book FUSION, she cracks the code on how to achieve brand leadership

Adam Toporek

Customer Service Expert, Speaker, Author

Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service. A third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business, Adam understands the impact that customer experience can have on the bottom line.  As the author of Be Your Customer's Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast, Adam regularly shares his customer experience and customer service insights with a global audience. He has appeared in over 100 media and is regularly cited as a top customer experience thought leader.


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