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ICMI Contact Center Expo & Conference Announces Initial Keynote Lineup for Spring Event
Event Will Focus on the Rise of Customer Experience, May 10-13 in Long Beach, CA

COLORADO SPRINGS, Colo., Nov. 18, 2015 /PRNewswire/ -- The International Customer Management Institute (ICMI), today announced the initial keynote lineup for the return of its Contact Center Expo & Conference. Scott McKain, Business Leader and Best-Selling Author and Lu Battaglieri, SVP, Chief Public Affairs Officer and Chief of Operations for Delta Dental of Michigan, Ohio, and Indiana, will both take the keynote stage to offer dynamic and energetic presentations to motivate industry professionals. The 2016 Contact Center Expo & Conference will take place May 10-13 at the Long Beach Convention Center in Long Beach, CA. For more information and to register, please visit:

The 2016 Contact Center Expo & Conference will take place May 10-13 at the Long Beach Convention Center in Long Beach, CA.

The conference will take place over the course of four days, with a full program focusing on how industry professionals can elevate customer experience. Educational sessions will deliver actionable insights and meaningful content, showcasing proven best practices and exploring the newest innovations. ICMI's first two announced keynote speakers will inspire the audience with a glimpse into their own impressive and unique experiences:

Wednesday, May 11: The Ultimate Customer Experience: The Key to Lifelong Loyalty and Endless Referrals
Scott McKain - Business Leader and Best-Selling Author

Scott McKain is an internationally known authority who helps organizations create distinction in every phase of business and teaches how to deliver an "Ultimate Customer Experience." He is the founder of a consulting and training company that explores the role of customer experiences in creating enhanced client retention and revenue, and is the author of three #1 business bestsellers. McKain's presentation will draw on his three decades of experience, combined with his innate talent for articulating successful ideas. He has spoken before and consulted for some of the world's most influential corporations.

Thursday, May 12: The Hidden Truth: Your Contact Center Is the Voice of Your Business
Lu Battaglieri, SVP, Chief Public Affairs Officer and Chief of Operations, Delta Dental

Lu Battaglieri currently oversees operations for Delta Dental of Michigan, Ohio, and Indiana and RHSC.  Prior to his current role, Battaglieri served in various positions including president, chief executive officer, chief operating officer and executive director of the 150,000-member Michigan Education Association (MEA), the nation's fourth largest education association. During this time he headed member advocacy and representation, managed more than 700 employees and oversaw subsidiary companies including healthcare provider, MESSA, and financial services company, MEAFS.

"The ICMI team prides itself on welcoming the best and brightest in the industry to our keynote stage year after year," said Patty Caron, Event Director. "Each of these keynotes will bring with them unique perspectives aimed at encouraging today's professionals to take their careers to new heights."

In addition to keynotes from McKain and Battaglieri, ICMI Community Manager, Justin Robbins and ICMI Senior Advisor and Co-founder, Brad Cleveland will lead welcoming addresses on both days of the event.

Get Registered
Two, three and four-day passes are available to suit your individual needs onsite. For more information and to register, visit: Register with code ICMI-PR and save 10% on any pass.

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 (, a global events-led marketing services and communications company. 

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SOURCE International Customer Management Institute (ICMI)

For further information: Kimberly Samra, ICMI PR,