ICMI’s Contact Center Expo 2025 Unveils Keynote Speakers

By: International Customer Management Institute via Business Wire

September 17, 2025 at 10:00 AM EDT

Event Takes Place October 27-30 in Orlando, Florida

ICMI’s Contact Center Expo, which brings contact center industry professionals together to tackle the challenges and opportunities that will enable positive growth and change in the industry, today unveils the keynote speakers. ICMI’s Contact Center Expo takes place October 27-30 at the Loews Royal Pacific Resort in Orlando, Florida. Register here.

The keynotes include:

ICMI Founding Partner Brad Cleveland will moderate the opening keynote panel “Your Future in the Contact Center.” The panel will navigate the dynamic and rapidly changing terrain of contact center management and leadership. It will delve into how the profound changes taking place in technology, customer expectations, the workforce, and the economy, will reshape contact centers in the months and years ahead as well as how roles—from supervisors to senior level leadership—need to evolve. Panelists include: Kara Whalen, Director, Veteran’s Health Administration; Amber Krueger, VP of Shareholder Services, Ultimus Fund Solutions; and Jeremy Hyde, Senior Director of Customer Service, Sun Country Airlines.
Matthew Emerzian, Workplace Culture and Leadership Expert will present “Deepening Connection, Purpose, and Value: Mastering the Art and Science of Mattering.” In today's dynamic business environment, creating a culture where every employee truly matters is the key to unlocking unprecedented potential and performance. In this keynote, attendees will learn how fostering a culture of mattering not only enhances employee wellbeing and engagement but also drives innovation, resilience and sustainable success.
Juan Bendana, Confidence Coach & Keynote Speaker will present “The Confidence Cycle: The Secret for Everyday Engagement and Motivation.” Based on his work with top CEOs, Olympians, and Fortune 100 leaders, Bendana delivers the tools to transform moments of uncertainty into catalysts for growth, engagement and high performance. Bendana will equip attendees with actionable tools to overcome imposter syndrome, elevate confidence, re-energize teams and embrace change with trust and authenticity. Through inspiring stories, humor, practical insights, and audience interaction, this keynote will prepare leaders and teams to break through barriers of self-doubt, cultivate motivation and ignite excitement for the future.

Cindee Stott, Event Director, ICMI’s Contact Center Expo said, “ICMI Contact Center Expo is the ultimate meeting point for leaders, innovators and practitioners in the contact center space. We are thrilled to offer three inspiring keynote speakers who will not only spark new ideas but also provide practical insights attendees can bring back to their team. Our event is a great opportunity to connect with peers, learn from industry leaders and leave with fresh strategies to elevate customer experience."

Learn more about ICMI’s Contact Center Expo here. Click here to register.

For media registration, click here.

For additional information on exhibition or sponsorship opportunities, contact us at ICMISales@informa.com.

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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 brought to you by Informa PLC.