COLORADO SPRINGS, Colo., June 04, 2018 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, announces its keynote lineup for ICMI Contact Center Demo 2018. Three industry thought leaders – including Denise Lee Yohn, Brand-Building Expert and Author; Adam Toporek, Customer Service Expert and Author; and Manley Feinberg, Business Leadership and Peak Performance Expert and Author – will share insights and key strategies to help organizations reach customer service excellence.

ICMI Contact Center Demo 2018 will take place November 12-14, 2018 at the Red Rock Resort in Las Vegas, NV. To learn more about the event and to register, please visit:

“This year’s keynote lineup was carefully selected to provide new and unique perspectives on how to achieve customer service excellence from thought leaders who lead the industry in customer experience strategy,” said Patty Caron, Event Director, ICMI. “Each speaker will touch on lessons learned from their successful industry experiences while offering valuable takeaways for our attendees.”

The 2018 keynote lineup includes:

“The FUSION Formula: Brand + Culture = Results”
Presented by: Denise Lee Yohn, Brand-Building Expert, Speaker, Author

With over 25 years of experience working with world-class brands including Sony and Frito-Lay, Yohn is a leading authority on building great brands and exceptional organizations. As the author of the bestselling book “What Great Brands Do” and the new book “FUSION,” she cracks the code on how to achieve brand leadership. Yohn will show attendees how to infuse culture with core brand values and will demonstrate how to align employees with an organization’s unique brand identity to produce a healthy business and a valuable brand. Based on her new book, “FUSION,” she will share the secrets behind the world’s greatest organizations and lay out the leadership playbook for achieving the brand-culture fusion professionals need to power performance and future-proof businesses.

“Be Your Teams Hero: How to Lead a World-Class Customer Experience Team”
Presented by: Adam Toporek, Customer Service Expert, Speaker, Author

Toporek is an internationally-recognized customer service expert, keynote speaker and frontline trainer who helps organizations get results by thinking differently about customer service. As a third-generation entrepreneur with extensive experience in retail, wholesale, franchising and small business, he understands the impact that customer experience can have on the bottom line. Toporek is 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. In this dynamic keynote, Toporek will provide unique insights into the leader’s role in creating powerful customer experiences and will give attendees the keys to putting theory into practice with his 3E Leadership Framework.

“Reaching Your Next Summit”
Presented by: Manley Feinberg, Business Leadership and Peak Performance Expert, Author

Feinberg is recognized as an award winning international keynote speaker, business leader and author whose work has been featured on NBC, CBS, ABC and Fox. During his 11 years with Build-A-Bear Workshop, his leadership direction helped take the revolutionary retail concept from 40 stores to over 400 worldwide, resulting in 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, which 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. In his keynote, Feinberg will highlight how to equip individuals at all levels of the contact center to think, act and influence as leaders in their environment.

For more information about the ICMI Contact Center Demo 2018 keynote lineup, please visit:

Register for the event by June 15 to save $500 on a 2- or 3-day pass:

Follow ICMI on Social: (#CCDemo):
Twitter | Facebook | LinkedIn

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 for the latest news and information about UBM. 

Heather Donner