COLORADO SPRINGS, Colo., Aug. 10, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for customer management professionals, today announces its Keynote lineup for the 2016 Contact Center Demo & Conference. This year's five keynote presentations will provide attendees with a wide range of insights from a group of speakers specifically chosen based on their dynamic backgrounds and unique experiences.
ICMI is excited to welcome Keynote speaker Dayna Steele, founder of YourDailySuccessTip.com, Chief Success Strategist of Daily Success LLC, storyteller and author. Steele has held a variety of roles, spanning various industries during her long career. She previously served as a radio personality, interviewing everyone from Mick Jagger to presidential candidates, astronauts and everyone in between. Today, Steele brings her unique experiences and success tips to a range of business audiences across the country – inspiring others to make more strategic decisions using her valuable business tips. In addition to her many roles and achievements, Steele is a successful entrepreneur as well as an author of seven books that have provided readers all over the country with actionable insights.
Steele's highly anticipated Keynote presentation, 5 Things to do Every Day to Rock Your Customer Service World, will dive into how to achieve customer service success through habit, consistency, reliability and creativity. She will pull from various personal customer service lessons learned and stories from her mixed career to provide attendees with an exclusive take on how to improve the customer experience, as well as how to obtain and maintain successes.
"ICMI has proven to be the most innovative and industry driven show in the customer management realm and I am honored to be featured as one of the keynote speakers this fall. As the Thursday afternoon keynote closing out the conference, I am excited to provide a dynamic presentation full of insight, energy and inspiration with actionable items that will most assuredly propel us forward, using what we've learned at this conference to achieve greatness. Those who have heard me speak before know I will deliver nothing less. We will rock the joint!" said Dayna Steele, Chief Success Strategist, Daily Success LLC.
In addition to Steele's presentation, the event will also welcome featured Keynote speakers aimed to inspire and enlighten the ICMI audience:
Brad Cleveland, Senior Advisor & Co-Founder, ICMI- Welcome & Keynote Address As one of the world's foremost leaders and thinkers in customer service and contact centers, Cleveland has worked in more than 60 countries, advising numerous governments and leading companies, including Apple, HP, American Express and more. He is also an author, having won an Amazon.com best-selling award, serves as a Senior Advisor for ICMI and is an in-demand speaker and consultant.
Marsha Collier, Author and E-Commerce Expert Collier is one of the foremost e-commerce experts and educators in the world in addition to being a best-selling author, providing readers with valuable business insight. She has sold more than 1 million copies of her books, making her the top selling eBay author in addition to being listed on various Best Seller lists. Collier's keynote presentation, Deliver Exceptional Customer Experiences in a World of Constant Change, will explore the challenges put on today's customer service leaders and how they are under increased pressure to deliver high levels of engagement from both customers and employees. She will provide best practices on how professionals can successfully navigate today's environment and come through delivering excellent customer experiences.
Tom Grothues, Senior Vice President of Bank and Property & Casualty Sales and Service Team, USAA Since his start in 1991, Grothues has held multiple positions with USAA, from Property Claims Field Adjuster to Director of Operations Support and Vice President of Marketing-Client Management. Now serving as a Senior Vice President for the Bank and Property & Casualty Sales and Service Team, Grothues works with a team of 7,200 internal and 3,500 third-party professionals, handling more than 62 million annual contacts and delivering industry leading member satisfaction and retention. He will pull from his long career with USAA to present, Purpose Driven Customer Experience - focusing on how a company's brand is defined by its customers' experiences. In his keynote, he will explain how USAA works to understand and meet the demands of its military community to deliver the greatest customer satisfaction possible, as well as the importance of having a purpose driven culture.
Justin Robbins, Group Community Director, ICMI & HDI – Welcome & Keynote Address Robbins has more than a decade of experience within the customer management field – having worked with inbound and outbound contact centers spanning the hospitality, technology, manufacturing and education industries. Since his time as an agent, Justin has continued to focus on contact center operations and talent advancement – developing the training and professionals certification programs for ICMI. Now serving as Community Director for ICMI and HDI, Robbins continues to train and educate professionals around the globe as an expert on all things customer management.
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 (www.ubm.com), a global events-led marketing services and communications company.