ICMI Contact Center Demo & Conference 2026
Event Date
October 26–29, 2026
Location
Orlando, FL
Expected Exhibitors
35
About This Show
AI-drafted summaryThe ICMI Contact Center Demo & Conference (officially ICMI's Contact Center Expo & Conference) is a leading B2B event for the contact center and customer experience (CX) industry. Billed as the longest-running and most trusted contact center event, it is backed by 40 years of global insights and built for contact center directors, CX managers, and operations leaders. The 2026 edition takes place October 26–29, 2026 at the Gaylord Palms Resort & Convention Center in Orlando, FL.
The program replaces abstract theory with high-impact, peer-led case studies and hands-on training designed to solve real operational challenges. Attendees tap into leaders from companies such as Mayo Clinic, Michigan State University, and WebMD, and gain access to keynotes, networking, and expert-led sessions on integrating AI and automation, managing a hybrid workforce, and operational best practices.
The event brings together over 900 international CX executives, operations directors, and industry analysts for structured, peer-to-peer problem-solving. It is worth attending for its combination of practical education, exclusive contact center site tours, an expo hall of technology providers, and the annual ICMI Global Contact Center Awards.
Show Highlights
Key features of the 2026 program include:
- Visionary keynotes: Speakers include Brad Cleveland (Founding Partner and Senior Advisor, ICMI), Rachel Druckenmiller (award-winning speaker and engagement expert), and Todd Henry (podcast host and best-selling author).
- Educational tracks: Custom-curated tracks present 45 distinct sessions across five pillars — Boost Your Culture, AI in Action, Revolutionize the Experience, Elevate Your Strategy and Leadership, and Maximize Productivity and Operations.
- Behind-the-scenes site tours: Attendees can go behind the scenes at innovative contact centers including Disney Central, Universal Destinations & Experiences, and Morgan & Morgan.
- Technology expo: The expo floor features 35+ solutions providers in Cloud Contact Center as a Service (CCaaS), IVR, and CRM integrations, plus live product demonstrations of workforce optimization and conversational AI tools.
- ICMI Global Contact Center Awards: An annual ceremony honoring achievements in customer service performance, technological innovation, and workplace culture.
- Live training and workshops: In-person training led by certified ICMI instructional experts, delivering deployable management frameworks and metrics.
Attendance
The organizer publishes the following anticipated figures for the 2026 show: 900+ anticipated attendees, 35+ anticipated exhibitors, 50+ anticipated speakers, 45+ anticipated sessions, and 3 keynotes. The audience is composed of international customer experience (CX) executives, operations directors, and industry analysts. Attendee roles include contact center and customer support professionals, senior-level VPs and directors, analysts, CIOs, and CTOs.
Registration
Registration is completed online through the official ICMI registration portal. Pass types and key details include:
- Conference passes: Available to registrants with customer-facing contact centers; ICMI identifies non-exhibiting vendors and sales roles at registration and may deny end-user conference pass pricing to them.
- Expo Hall Only Pass: For approved end-users only, this pass includes access to the Expo Hall and keynote presentations; it is a trade-only event, and you must be 18 and a qualified buyer of call center technology to enter the exhibit hall.
- Group discounts: Groups of 3 or more receive a 25% discount off the current rate for Core, Premier, and Premium Learning pass types when registered together.
- Registration deadline: Online registration closes on October 25, 2026 for the Expo Pass Only.
- Cancellations: Refunds (less a $200 service charge) are available until July 24, 2026; cancellations between July 25 and September 4, 2026 receive a 50% refund plus the service charge; no refunds are issued after September 4, 2026.
History
ICMI's Contact Center Expo is positioned as the longest-running and most trusted contact center event, backed by 40 years of global insights. It is produced by ICMI — the International Customer Management Institute — the leading global provider of resources for customer management professionals, from frontline agents to executives, who want to improve customer experiences and increase contact center efficiencies. The event is part of Informa PLC. New in 2026, the event moved to the Gaylord Palms Resort & Convention Center in Orlando, FL, after being held at the Loews Royal Pacific Resort at Universal Orlando in 2025.
Exhibitors
Exhibitor Information
Detailed exhibitor list is being compiled. Check back soon or visit the official show website for the most current information.
Last updated: August 4, 2026
Venue & Travel
Venue
Gaylord Palms Resort & Convention Center
6000 West Osceola Parkway
The resort features a stunning glass atrium showcasing diverse Florida landscapes, nine restaurants, Cypress Springs Water Park, South Beach pool, 400,000 square feet of meeting space, and Emerald Bay hotel rooms. The property recently completed a sweeping multi-million-dollar renovation with refreshed guest rooms and an updated lobby with enhanced views of its 4.5-acre garden atrium. For business travelers, the resort boasts 400,000 square feet of impressive meeting space. On-site amenities include nine restaurants and a full-service spa, all within a family-friendly resort setting.
Parking
On-site self and valet parking are available at the resort (subject to charges). On-site parking is available at the rate of $24 per night, while valet parking will cost $35 per night, though some listings quote higher rates, so confirm current pricing at booking. Parking fees do not include tax, and in/out privileges apply to overnight guests only, with day guests charged per entry. Electric vehicle charging stations are available (subject to availability).
Getting There
The venue is easily reached from Central Florida's airports. The Orlando International Airport (MCO) is about 30 to 45 minutes away, and a one-way taxi fare is around $55. The closest airport is Kissimmee Gateway Airport (ISM), located approximately 8.0 miles from the hotel. From Kissimmee Gateway, the drive takes between 15 and 30 minutes depending on traffic, with a one-way taxi fare around $25. Rideshare (Uber/Lyft) and taxis are readily available from both airports; renting a car is also an option, with on-site parking available at the resort. Alternate airport transportation is available through Mears Transportation.
Nearby Hotels
The Gaylord Palms Resort & Convention Center is itself the host hotel, so attendees can stay on-site. The resort has 1,718 individually decorated guestrooms. The property sits in the Kissimmee/Orlando theme-park corridor, so numerous additional hotels are within a short drive. Gaylord Palms is conveniently located near Walt Disney World and Universal Orlando Resort. The resort is located off Interstate 4, near SeaWorld (6.6 mi) and Universal Studios (11 mi), an area with many chain and resort hotels. Booking a room in the LTEN room block (when available) is typically the most convenient option.
Frequently Asked Questions
When and where is the ICMI Contact Center Expo & Conference 2026 held?
The event takes place October 26–29, 2026 at the Gaylord Palms Resort & Convention Center in Orlando, FL (Kissimmee). This is a new venue for 2026.
Who should attend this event?
It is built for contact center directors, CX managers, and operations leaders. Attendees include customer support professionals, senior-level VPs and directors, analysts, CIOs, and CTOs from organizations with customer-facing contact centers.
How do I register and are there group discounts?
Registration is completed online through ICMI's official portal. Groups of 3 or more receive a 25% discount off the current rate for Core, Premier, and Premium Learning passes when registered together, and online registration for the Expo Pass Only closes October 25, 2026.
What can I expect on the program and expo floor?
The 2026 program features three keynotes, 45+ educational sessions across five tracks, hands-on training and workshops, and exclusive site tours of contact centers such as Disney Central and Universal. The expo hall showcases 35+ technology providers offering CCaaS, IVR, CRM, and AI solutions with live demonstrations.
Where should I stay when attending?
The Gaylord Palms Resort & Convention Center is the host venue and hotel, so attendees can stay on-site. Rooms are expected to sell out, so early booking through the official housing provider (Convention Housing Partners) is recommended.
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