Description
Sessions recorded LIVE at the Loews Royal Pacific Resort • October 27 – October 30, 2025 •
Orlando, Florida USA
General Sessions
¨ Keynote: Contact Center Transformation—You’ve Got This! (Brad Cleveland, Jeremy Hyde, & Amber Krueger) © 2025 All Rights Reserved
¨ Keynote: Deepening Connection, Purpose, and Value: Mastering the Art and Science of Mattering (Matthew Emerzian) © 2025 All Rights Reserved
¨ Keynote: The Confidence Cycle: The Secret for Everyday Engagement and Motivation (Juan Bendana) © 2025 All Rights Reserved
CONCURRENT SESSIONS
¨ Session 101: From Frontline to Bottom Line: How EX Drives CX Excellence (Bianca Price)
¨ Session 102: Customer-Centricity: Transforming Businesses for Sustainable Growth (Martin Newman)
¨ Session 103: VOC That Can’t Be Ignored: How Kraft Heinz & CCMC Turn Data into Business Impact (John Goodman)
¨ Session 104: Wired or Acquired? The Truth About Empathy in Contact Center Teams (Erica McMannes)
¨ Session 105: Stop Coaching the Wrong Stuff: Build a Performance Culture That Actually Works (Justin Robbin)
¨ Session 106: The Future of Self-Service: AI-Powered Containment Without Customer Frustration (Brent Barbara & Amanda Hughes)
¨ Session 201: Gopher Sport’s Playbook for Contact Center Excellence (Beth Gauthier-Jenkin, Sarah Gibart, & Chelsey Johnson Johnson)
¨ Session 202: Ai-Powered CX: Lessons from the Frontline of Transformation with Fabletics (Jack Roberts)
¨ Session 203: It’s Not a Headcount Problem, It’s a Workforce Planning Problem (Juanita Coley)
¨ Session 204: Expand Your Sphere of Influence: Get a Seat at the Table and Drive Transformational Change (Vicki Brackett)
¨ Session 205: Unlocking Excellence with UPMC Health Plan: Coaching Strategies that Drive Success (Cara Kauper)
¨ Session 206: What’s Coming to the Contact Center in 2026! (Daniel Thomas)
¨ Session 301: Toxic to Top-Tier: A Gritty Guide to Culture, KPIs, and Comebacks (Andrew Wilson)
¨ Session 302: The CX Revolution in the Hospitality Industry: How Red Roof Transformed its Call Center into an Award Winning, AI Driven Experience (Kristi Walsh & Shanna Wright)
¨ Session 303: Turning Crisis into Connection: A Contact Center Framework for Managing Sudden Recall and Crisis Situations (Beth Ziff)
¨ Session 304: Culture is a journey, not a Destination (Chrystal Alvey, & Jenn Walls)
¨ Session 305: Reaching New Heights in Leadership with WebMD Health Service (Rachel Hizer, Mimi Hoyer, & Sarah Koop)
¨ Session 306: Meet, Greet and Repeat Contact Center Expo Speed Networking (Erica Marois)
¨ Session 401: Rethinking Fit: How to Build Teams That Actually Belong (Bryant Richardson)
¨ Session 402: Humanizing Help: Human Customer Service in an Age of AI (Jeff Toister)
¨ Session 403: Beyond the Contract: Building Strategic BPO Partnerships That Deliver – The Fabletics Playbook (Henry Hildesheim & Veljko Petrovic)
¨ Session 404: Welcome Care | How to Effectively Welcome and set-up Valuable New Clients for Success (Michael Kindron)
¨ Session 405: How to Use Generative AI to Clean Up Your Knowledge Base or Email Template Library (Leslie O’Flahavan)
¨ Session 406: Twenty20ish LIVE: The Fast, Fun, Fearless ICMI Legend Experience (Luke Jamieson & Michael Mattson)
¨ Session 501: Maximizing Value Through Balanced Service Interactions (Nate Brown)
¨ Session 502: Beyond the Headset: From Support Role to CX Change Agent (Stacy Sherman)
¨ Session 503: Culture Shock: 3 Proven Strategies to Energize Your Contact Center from the Inside Out (Clarice T. Merriman)
¨ Session 504: Redefining Excellence: Northwestern Mutual’s Journey to a High-Performance Contact Center (Sarah Gerulski & Pam Gutmann)
¨ Session 505: Modernizing Support: Arbella’s Lessons in People, Platforms and AI (Michelle Dipietro, Karin Martin, & Josh Streets)
¨ Session 601: Modernizing Patient Connections: Mayo Clinic’s Innovation Contact Center in Action (Chris Bean & Courtnie Garteski Bergler)
¨ Session 602: Unlocking Positive Outcomes: How OSF HealthCare uses The Power of Experience-Focused Training Leadership (Sarah Ince, Sheri Meyers, & Stacy Neil)
¨ Session 604: It’s Not Easy Being Green: When Service Metrics Are Green, But Customers See Red (Doug Rabold)
¨ Session 605: Psychological Safety in WFM – Why It Matters and How to Build It (Dan Smitley)
