COLORADO SPRINGS, Colo., Nov. 16, 2016 /PRNewswire/ -- The International Customer Management Institute (ICMI), the leading global provider of comprehensive resources for contact center professionals, is pleased to announce its keynote lineup for the 2017 ICMI Contact Center Expo & Conference. This year's keynote presentations will be led by some of the sharpest minds in the industry including Doug Lipp, Former Disney Head of Training; Shep Hyken, Customer Service and Experience Expert; and Chip Bell, Customer Focused Strategy Expert. The three presenters plan to touch on hot topics that are changing the landscape of the customer service industry, while walking attendees through the steps needed to create a customer first culture that drives innovation and business.
"ICMI is dedicated to providing our attendees with the opportunity to learn from some of the best and brightest in the industry – our keynote presenters certainly set the tone for the entire program and we're thrilled with who we have for this year's lineup," said Patty Caron, Event Director, ICMI. "The keynotes this year offer unique perspectives aimed at helping contact center professionals create a customer-focused environment that is critical in raising employee engagement and customer service to new heights."
This year's keynote presentations will highlight critical topics that will be explored in-depth throughout the larger conference, including employee engagement, workforce optimization, customer experience, current trends and more. Keynote presenters will not only cover new industry developments, but also draw from personal experiences to provide attendees with exclusive knowledge they can apply towards their own careers.
Tuesday, May 23rd
Doug Lipp: Former Disney Head of Training, Expert on the Art of Customer Service, Leadership, and Change
Doug is the former head of training for Disney's world famous Disney University at their Corporate Headquarters, the Disney Studios. He is now an internationally acclaimed expert on customer service, leadership, change management and global competitiveness. Doug's presentation, How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees, will use "The Happiest Place on Earth" as a focal point and example of incredible customer service. Learn how Disney created a culture of customer-centric service through devotion to its core values as Doug draws from his past experiences to share anecdotal advice and lessons from his time with the organization.
Wednesday, May 24th
Shep Hyken: Customer Service and Experience Expert and New York Times & Wall Street Journal Bestselling Author
Shep is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. Additionally, he is a New York Timesand Wall Street Journal bestselling author and was inducted into the National Speakers Association Hall of Fame for lifetime achievement. Shep's presentation, The Cult of the Customer: Create an Amazing Customer Experience that Turns Satisfied Customers into Customer Evangelists, takes attendees though the five phases that all companies must go through to turn satisfied customers into customer evangelists. Shep will also share specific strategies to improve customer service that can be implemented immediately.
Chip Bell: Customer-Focused Strategy Expert
Chip has helped many Fortune 100 companies dramatically enhance their businesses and reputation through innovative customer-centric strategies. He is considered a world renowned authority on customer loyalty and service innovation, writing over 400 articles for many business journals, magazines, and blogs. Chip's presentation, Seriously Sparkly Service: Making Innovative Service Profoundly Remarkable, will demonstrate the importance of leader based customer service. Drawing from profiles of successful leaders, Chip will explain why a productive leader-follower relationship is vital for excellent customer service and how to obtain it within your own organization.
In addition to keynotes from Doug Lipp, Shep Hyken, and Chip Bell, ICMI Community Director, Justin Robbins and ICMI Senior Advisor and Co-founder, Brad Cleveland will lead welcoming addresses on Tuesday, May 23 and Wednesday, May 24.
Two, three and four-day passes are available to suit your individual needs. For more information and to reserve your pass, visit: icmi.com/Contact-Center-Expo-Conference. Reserve your pass before December 16 and save $500.
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.