Scale Efficiency. Empower Teams. Deliver Exceptional CX.
Shape your strategy at the longest-running and most trusted contact center event – backed by 40 years of global insights.
Built For: Contact Center Directors, CX Managers and Operations Leaders
October 26-29, 2026
Gaylord Palms Resort | Orlando, FL
DISCOVER. LEARN. CONNECT: BREAKTHROUGHS BEGIN HERE
Traditional contact center strategies are buckling under the weight of AI disruption and shifting customer demands. If your leadership team relies on outdated operational theories, you risk being left behind.
ICMI Contact Center Expo 2026 bridges this critical gap. We replace abstract theory with high-impact, peer-led case studies and hands-on training built to solve your toughest operational hurdles.
What you’ll take home:
- Honest Peer Insights: Real deployment lessons from leaders who overcame the exact roadblocks you face today.
- Validated AI Roadmaps: Step-by-step strategies for secure integration.
- Workforce Optimization: Modern tactics to elevate human agent workflows.
Why You Need to Be Here
Comprehensive Content & Operational ROI
Explore every facet of customer service operations through 45+ educational sessions focused on digital transformation and driving measurable business results. Attendees acquire framework blueprints to update legacy workflows, reduce customer friction, and improve agent utilization rates.
Behind-the-Scenes Access & Contact Center Site Tours
Tour world-class operations firsthand. Go behind the scenes at innovative contact centers like Disney Central, Universal Destinations & Experiences, and Morgan & Morgan. See exactly how top organizations implement technology and deliver exceptional customer experiences at scale.
Community that Connects & Peer Networking
Build strategic partnerships with over 900 international customer experience (CX) executives, operations directors, and industry analysts. This structured networking environment replaces passive mingling with focused, peer-to-peer problem-solving sessions designed to address shared operational pain points.
Celebrate Excellence Together & Global Contact Center Awards
Honor the highest achievements in customer service performance, technological innovation, and workplace culture at the annual ICMI Global Contact Center Awards. This formal recognition ceremony highlights the specific strategies, leadership methodologies, and operational blueprints used by top-performing organizations worldwide.
Industry-Leading Training & Live Workshops
Elevate your operational expertise through live, in-person training sessions led by certified ICMI instructional experts. This professional development curriculum skips abstract theories to deliver immediately deployable management frameworks, performance metrics, and technological toolkits.
Ideas that Inspire & Visionary Keynotes
Gain advanced industry perspectives during mainstage keynote sessions led by enterprise business visionaries, authors, and customer service pioneers. These presentations deliver high-level strategic insights and market forecasts to help contact center executives anticipate disruptive trends, adapt to digital transformations, and advance their professional careers.
2026 Keynote Speakers
Be Inspired by Visionary Leaders
Hear from visionary customer service leaders delivering practical strategies on team engagement, creative leadership, and technological adaptation.
Brad Cleveland
Founding Partner and Senior Advisor, ICMI
THE BEST AND THE REST:
Pulling Ahead in a Time of Disruption
Data-backed analysis of contact center leaders achieving measurable business results during technological changes.
Rachel Druckenmiller
Award Winning Speaker and Engagement Expert
THE POWER OF BORROWED BELIEF: How Great Leaders Grow Themselves and Others
Leadership frameworks to improve employee retention and bridge professional skills gaps within service teams.
Todd Henry
Podcast Host and Best-Selling Author
HERDING TIGERS
Management techniques to balance creative problem-solving with team productivity and operational metrics.
Contact Center ROI Case Studies
Peer insights are invaluable when tackling challenges and learning new trends. Tap into leaders from Mayo Clinic, Michigan State University, WebMD, and many more market-leading companies at the 2026 show. Beyond case studies, you’ll gain access to keynotes, networking, and expert-led sessions on the most trending topics across integrating AI and automation, managing a hybrid workforce, and keeping up with operational best practices.
Technology Innovation in Action
Discover, evaluate, and procure the tech stack required to run a modern, high-performing contact center.
Expo Highlights:
- Technology Sourcing: Compare products from 35+ leading solutions providers specializing in Cloud Contact Center as a Service (CCaaS), Interactive Voice Response (IVR), and CRM integrations.
- Live Product Demonstrations: View real-time software testing for workforce optimization (WFO) tools, quality assurance automation, and conversational AI.
- Strategic Partnerships: Network directly with engineering teams and implementation partners to accelerate your digital transformation timeline.
Sponsors
