COLORADO SPRINGS, Colo., Aug. 21, 2018 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, announces its conference program for ICMI Contact Center Demo 2018, taking place November 12-14. The 2018 event will feature detailed case studies, unique contact center tours, in-depth workshops and an expansive Demo Hall, allowing attendees to network with key players in the industry while gaining valuable knowledge to help their organizations achieve optimal customer service.

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:

“Our 2018 event is designed to provide relevant insight into how leading organizations achieve customer service excellence,” said Patty Caron, Event Director, ICMI. “Through our robust program, attendees can hear from key players in the industry to determine the best methods for their own organizations.”

ICMI Contact Center Demo 2018 Program Highlights:

Case Studies: Nov 13-14
This year’s event features intricate case studies presented by leading organizations such as American Family Insurance, Penn Foster, Pier 1 Imports, St. Jude Children’s Research Hospital and more. Each case study will discuss important lessons learned in the development of a successful customer experience strategy and give attendees a detailed look into challenges faced by prominent companies when developing new techniques and process improvements.

Contact Center and Customer Experience Tours: Nov 12
The 2018 event has added ‘Tanked’ to its contact center tour lineup! This tour provides a closer look into the hit television series ‘Tanked,’ with exclusive access to behind-the-scenes at Acrylic Tank Manufacturing, the 37,000-square foot facility where cast members work day-to-day. Attendees will learn how they provide the highest level of customer service and see how the aquariums are built. In addition to ‘Tanked,’ MGM Resorts, TELUS International, Zappos, UPS and GES will host tours that showcase an exclusive look at their contact center operations.

New 2-Part Customer Experience Workshop: Nov 12
New for this year, ICMI Contact Center Demo will offer a 2-part Customer Experience workshop, led by Customer Experience expert Annette Franz, for those looking to take a deep dive into customer experience. In Part 1, attendees will examine the importance of data, insight, analysis and outcomes. In Part 2, attendees will take a closer look into mapping, improving, planning and implementing new strategy. In addition to this 2-part workshop, attendees have the option to participate in five additional in-depth workshops covering culture, metrics, employee engagement and technology.

Rockstar Party: ICMI Movers & Shakers: Nov 13, 6-8:30 p.m.
ICMI is celebrating emerging leaders and innovators in the customer experience and contact center space with the first annual ICMI Movers and Shakers List. This list consists of hardworking, creative individuals who are inspiring excellence, motivating peers and shaping the future of customer service. Nominees will be celebrated at the Rockstar Party, where attendees can network with peers and enjoy food, drinks and entertainment. To learn more, and to nominate someone for the Movers and Shakers List, please visit:

Exhibitors: Nov 12-14
Leading solution providers serving the customer service space will be present in the Demo Hall to showcase their latest innovations and provide a first-hand look at how their solutions can help to improve customer experience. Top exhibitors include – Diamond Sponsor: Salesforce; Platinum Sponsors: Genesys, NICE inContact; Gold Sponsors: Appian, Bold360, Pegasystems, Sharpen, Sitel Group; Silver Sponsors: Five9, ServiceNow.

To learn more about the ICMI Contact Center Demo 2018 conference program, please visit:

To save up to $300 dollars on a conference pass using code PRESS, please visit:

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About ICMI  
The International Customer Management Institute (ICMI) is the leading provider of comprehensive resources for global customer management professionals who wish to improve customer experiences and increase efficiencies at every level of the contact center, from frontline agents to executives. As the voice of the contact center profession, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources since 1985. 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 organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

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Heather Donner