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ICMI 2017 Contact Center Expo and Conference Summary


Presented By: CrmXchange

The 2017 ICMI Contact Center Expo and Conference, held at the Walt Disney World Resort in Orlando, FL from May 22-25, focused on the theme of “Delivering Exceptional Customer Experiences in a Complex and Changing World.” It provided executives, managers and supervisors from every type of customer care operation an in-depth educational opportunity to better understand how to:

Leverage the most efficacious technologies

Deliver higher levels of service across all the channels that customers now prefer

Find the best ways to balance people, processes, and automation

The event offered a multifaceted educational program as well as a diverse marketplace to review the latest products and services. The program included a variety of training and networking opportunities, case studies, and site tours of local contact centers, Including such landmark operations as the Walt Disney World Reservations Center and Jet Blue University.

In addition to seeing live demos and obtaining product information from nearly 75 solution providers, professionals enjoyed social events in and out of the exhibit hall. All attendees were invited to a an opening night Expo Hall Bash, a Lunch and Learn session which featured an innovative Food Truck Rally, as well as an Award Party celebrating finalists and winners of the ICMI Global Contact Center Awards.

Among the primary topics discussed by speakers were technology planning, performance evaluation and training social media and live chat and how to best work with millennials.

CRMXchange spoke with a number of exhibitors onsite to learn more about their latest solutions and gain insight on where they felt the market was heading.