ICMI Contact Center Expo Announces 2018 Program Featuring Disney Institute, Audible - Amazon, Oracle Hospitality & JetBlue

COLORADO SPRINGS, Colo., Jan. 23, 2018 -- The International Customer Management Institute (ICMI), the authority on contact center excellence, announces exciting new additions to this year’s ICMI Contact Center Expo lineup. The 2018 event features compelling new case studies, an exclusive Disney “Business Behind the Magic” tour, an all-new Executive Perspective track and much more. These new additions allow for attendees to immerse themselves in the many aspects of customer service and hear valuable insights from industry thought leaders.

ICMI Contact Center Expo 2018 will take place May 21-24, 2018 at the Walt Disney World® Resort. To learn more about the event and to register, please visit: ICMI.com/CCExpo

“ICMI Contact Center Expo serves as the go-to event for customer service industry professionals to network with peers, participate in relevant and innovative trainings and hear unique insights from industry leading contact centers” said Patty Caron, Event Director, ICMI. “Our 2018 program additions have been developed with our attendees in mind to help ensure they have the opportunity to develop leading-edge skills and strategies that can be taken back to their organizations to improve and enhance current practices.”

New 2018 Program Highlights:

Case Studies: May 21 – 23
The 2018 event offers its largest case studies lineup to date, with detailed presentations from 32 world-class organizations such as JetBlue, Audible - Amazon and USAA. These organizations will share ideas and best practices to overcome common challenges faced when implementing new initiatives and will provide extensive insight into their proven contact center strategies.

Contact Center Tours: May 21 & May 24
New and exclusive for this year’s event, Disney will host “The Business Behind the Magic” contact center tour. Available only to attendees with a 4-day PLUS pass, this unique guided tour will reveal the time-tested methodologies and business insights that have created Disney’s flawless customer experience. In addition to Disney, Oracle Hospitality and Vistana have joined the contact center tour schedule and will showcase how their department operations, processes, technologies and personnel come together to provide dependable customer service.

Executive Perspective Track
Designed for Director Level and above, this new track offers unique insight from executives and caters to the challenges and needs of senior level leadership in a contact center. Executives from JetBlue, Guardian ^®, UPMC and more will discuss their experiences and challenges with culture, managing multiple centers, ROI and operational efficiency.

Expert Speakers
Thirty-eight new speakers will make their ICMI debut at this year’s event, including representatives from top organizations such as Johnson & Johnson, MetLife and Best Western. These speakers will use their extensive experience and expertise to discuss leading topics such as customer experience, analytics and operational efficiency. In addition, the keynote lineup features brand-new presentations from Ernesto Salas, the Disney Institute; Eric Whitacre, Grammy-Winning Composer and Conductor; and Nataly Kogan, Happiness Expert.

Registration:
For more information and to register, please visit: ICMI.com/CCExpoPasses. Save $200 on a 2, 3, or 4-day pass with code ICMI-PR. Discount code does not apply to the 4-day PLUS pass.

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About ICMI  
The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries 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, optimize your operations and improve your customer service. ICMI is a part of UBM plc. UBM is the largest pure-play B2B Events organizer in the world. Our 3,750+ people, based in more than 20 countries, serve more than 50 different sectors. Our deep knowledge and passion for these sectors allow us to create valuable experiences which enable our customers to succeed. Please visit www.ubm.com for the latest news and information about UBM. 

Media Contact:
Heather Donner
ICMI
[email protected]