01 Oct, 2015, 12:00 ET
COLORADO SPRINGS, Colo., Oct. 1, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI) today announced Salesforce's Mark Bloom, a renowned customer service thought leader, as an additional keynote speaker for its 2015 Contact Center Demo & Conference next month. Mark will take the keynote stage to address customer management professionals and provide insight on his experiences within the space. The 2015 Contact Center Demo & Conference will take place October 19-21, 2015, at the Rio in Las Vegas, Nevada. For more information and to register, visit: icmi.com/Contact-Center-Demo-Conference.
Customer Service in a Connected World - Mark Bloom, Sr. Director for Strategy and Operations for the Service Cloud at Salesforce.com
Mark brought his extensive experience in customer service and support solutions to Salesforce in 2010 as a Service Expert. Mark is a thought leader in customer service and support who has worked with Salesforce Service Cloud customers of all sizes and industries - including large, complex and strategic implementations requiring deep service transformation as well as quickly moving projects for progressing companies. He has led partner practice building efforts for Service Cloud partners and worked with existing customers to resolve growth issues. Prior to his time with Salesforce he spent a decade building and leading contact center implementations globally. He brings years of finance, accounting and military experience to the table in solving today's business challenges.
"Mark has a history of delivering inspiring and insightful keynotes," said Patty Caron, ICMI Event Director. "His time with Salesforce as well as within the customer management space makes him an incredible source of knowledge for our attendees and community."
Mark joins two previously announced keynote speakers, Jon Wolske, Culture Evangelist for Zappos.com and Myra Golden, Customer Loyalty Expert for Myra Golden Media. To see the full lineup, visit: icmi.com/Contact-Center-Demo-Conference/Conference/Keynote-Presentations
Beyond Keynotes – Featured Conference Explore the Cloud, Quality Monitoring and Self-Service
In addition to the robust keynote lineup, this year's Contact Center Demo & Conference will bring an array of exciting new conference content. The following sessions highlight a few trending topics across the conference's featured tracks, focused on enhancing the careers of today's customer management professionals while driving current trends and technologies forward.
- Venturing to the Cloud at Columbia Sportswear – Kristina Coker, Enterprise Mobility and Telecommunications Engineer, Columbia Sportswear
Kristina will share the challenges and lessons learned during Columbia Sportswear's journey to leveraging the cloud for business growth, as well as the benefits and competitive advantage they've achieved as a result.
- One Size Does Not Fit All: QM Out of the Box – Annie Woo, Customer Love Goddess, aka VP of Customer Service, Mindbody
Annie will explain Mindbody's unique solution to QM that reduced turnover to 12% and earned Mindbody regular "Best Place to Work" ranking.
- From Common to Intelligent: Keys to "New" Self Service - Stephen Williams, Chief of Operations, DC.gov Office of Unified Communications and Lance R. Christmann, Director of UX and Marketing, OneReach
Join Stephen and Lance to learn how the DC.gov Office of Unified Communications made the journey from a common to an intelligent system that resulted in fewer calls and increased customer engagement.
To view the full conference program, please visit: icmi.com/Contact-Center-Demo-Conference/Conference/Schedule
Two and three-day passes are available. For more information and to register, visit: icmi.com/Contact-Center-Demo-Conference. Register with code ICMIPR and save $200 off your two-day or three-day pass.
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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.
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SOURCE International Customer Management Institute (ICMI)
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