ICMI's ACCE Conference & Expo Announces 2009 Keynote Lineup Focusing on the Customer Experience

    Timely Presentations To Show Companies How to Leverage Communication
    Challenges In Order to Enhance the Customer Experience and Enable the
    Customer to Promote Their Brands for Them

    PRINCETON, N.J., Aug. 20 /CNW/ -- The ICMI ACCE Conference & Expo, taking
place October 5-9, 2009 at the Mandalay Bay in Las Vegas, has announced three
prominent keynote speakers for the event.

    Author, psychologist and award-winning speaker Dr. Janet Lapp will draw
upon 25 years of experience to explain how to take smart risks in order to
make a difference, keep team morale high, and develop personal and team
accountability. Dr. Lapp's presentation will take place on Wednesday, October

    The next keynote address, taking place on Thursday, October 8th, will be
given by Scott Deming. Drawing upon nearly thirty years of real,
in-the-trenches corporate life, Mr. Deming will advise on how to break
boundaries of the typical customer service process and offer information on
how to take call center customer service to a new level through six critical
steps to creating the "ultimate customer experience."

    Lane Becker, President and Co-Founder of "Get Satisfaction," will give
the final keynote, taking place on Friday, October 9th. This presentation will
explore how innovative businesses are becoming more transparent with their
audiences, and engaging customers to help solve each others' problems, design
new products and spread the word about their quality brands. Attendees will
learn the overall framework and the key initial steps that all companies can
take to begin having a real conversation with the customer.

    "The theme of ACCE 2009 is 'The Power of the Customer Experience,' said
Joy Sobhani, Conference Director for ICMI Events.  "So we're thrilled to
feature such relevant and dynamic keynote presentations that address this
critical topic."

    ACCE 2009 is presented by ICMI, one of the contact center industry's most
respected organizations and a part of Think Services. To register to attend
the sixth annual ACCE event, or to find out more about the conference, media
registration, and exhibition opportunities, please visit

    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. ICMI's experienced and dedicated team of industry insiders, analysts,
and consultants are committed to providing uncompromised objectivity and
results-oriented vision through the organization's respected lineup of
professional services including: Training and Certification, Consulting,
Events, and Informational Resources. Founded in 1985, ICMI continues to serve
as one of the most established and respected organizations in the call center

    About Think Services

    Think Services connects specialized communities worldwide using
educational events, consulting, training, certification, membership, and
innovative media. Providing comprehensive opportunities for people to learn
from, network with, and inspire each other, Think Services builds strong
brands and works within communities to foster a unique affinity with its
products and services. The division's flagship products include the Game
Developers Conference, the Webby Award-winning Gamasutra.com, Game Developer
magazine, the International Customer Management Institute (ICMI), and HDI. 
Think Services is a subsidiary of United Business Media, a global media and
marketing services company with a market capitalization of more than $1.6
billion.   To learn more, visit www.think-services.com.


For further information:

For further information: Rachel Levy, +1-609-759-4738,
rlevy@think-services.com Web Site: http://www.icmi.com/ACCE2009

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