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    ICMI Contact Center Expo 2026

    ICMI Contact Center Expo 2026 is the longest-running and most trusted contact center event, taking place October 26, 2026 at the Gaylord Palms Resort & Convention Center in Orlando, FL

    Contact CenterCustomer ExperienceAITechnology

    Dates

    26–29 Oct 2026

    City / country

    Kissimmee, USA

    Venue

    Gaylord Palms Resort & Convention Center

    Time

    7:30 AM – 5:00 PM

    20 Floor Picks

    Matched booths for ICMI Contact Center Expo 2026

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    Notable exhibitors

    Companies exhibiting at ICMI Contact Center Expo 2026 include 4Shark LLC, ACC Premiere, Aspect, Bigly Sales and Caller ID Repuation.

    • 4Shark LLC
    • ACC Premiere
    • Aspect
    • Bigly Sales
    • Caller ID Repuation

    Event overview

    Overview

    ICMI Contact Center Expo 2026 runs October 26, 2026 at the Gaylord Palms Resort & Convention Center in Orlando, FL. Positioned as the industry's premier practitioner event, it is designed for contact center directors, CX managers, and operations leaders who need to move beyond abstract theory.

    The programme combines 70+ educational sessions, three keynotes, five pre-event training courses, exclusive behind-the-scenes site tours of leading contact centers such as Disney and Universal, and the ICMI Global Contact Center Awards. The Expo Hall features 30+ vendors focused on contact center-specific tools and solutions spanning AI, automation, self-service, workforce optimization, and customer experience

    TL;DR

    1. 1Dates: October 26, 2026; venue: Gaylord Palms Resort & Convention Center, Orlando, FL
    2. 2Built for contact center directors, CX managers, and operations leaders, with 900+ anticipated attendees
    3. 370+ educational sessions across specialised tracks including Boost Your Culture, AI in Action, Revolutionize
    4. 4Exclusive site tours of leading contact centers such as Disney Central, Universal Destinations &
    5. 5Expo Hall with 30+ anticipated exhibitors covering CCaaS, IVR, CRM integrations, WFO, quality assurance

    Attendees, exhibitors & solutions

    Who this event is for

    Visitor profile

    Typical attendee groups you can expect to meet.

    Contact Center Manager
    Director of a Contact Center
    Contact Center Operations Manager
    Director of Operations
    Contact Center Supervisor
    Director of Customer Experience
    Executive Director of a Contact Center
    Executive Director of Customer Service

    Exhibitor profile

    Main supplier and exhibitor segments present at the show.

    Contact center technology and solution providers
    Cloud Contact Center as a Service (CCaaS) vendors
    Interactive Voice Response (IVR) providers
    CRM integration specialists
    Workforce optimization (WFO) and quality assurance automation providers
    Conversational AI and automation vendors
    Customer experience technology companies

    Product categories

    Key solution areas showcased across the event.

    Artificial Intelligence
    Cloud Solutions
    Workforce Optimization/Performance Management
    Contact Center Resources
    Customer Experience
    Analytics Software/Customer Analytics
    Knowledge Management
    Multichannel/Omnichannel Suites
    Self-Service Tools
    Call Management: ACD, IVR, PBX, CallBack Software

    Location & Facilities

    Venue

    Open in Google Maps

    Halls & areas

    8
    Coastal BallroomCitrus BallroomOsceola BallroomSun BallroomOrange Blossom BallroomGulf Coast Tower Meeting RoomsDesoto Meeting RoomsLafayette Meeting Rooms

    Gaylord Palms Resort & Convention Center

    6000 West Osceola Parkway, 34746 Kissimmee, USA

    Entrances & gates

    Convention Center Main Entrance

    Coastal BallroomCitrus BallroomOsceola BallroomSun BallroomOrange Blossom Ballroom

    Attendees should follow event signage from the resort lobby and atrium level to the convention center. The convention center spans over 500,000 sq ft of flexible meeting space

    Facilities

    Parking

    On-site self-parking is USD 40 nightly and valet parking is USD 55 daily (in/out privileges for overnight guests; day guests per entry). Fees do not include tax, which is additional. Day-visitor prepaid self-parking is available at USD 38.00 (discounted to USD 30.00) for one vehicle via the Gaylord Palms ticketing site. Electric car charging stations are available on site. Wheelchair-accessible and van-accessible parking spaces are available

    $40.00/day

    Accessibility

    The Gaylord Palms offers accessible on-site parking, van-accessible parking, and accessible routes from public entrances. Meeting spaces, restaurants, the business center, fitness center, spa, and main entrance are all accessible. Guest room accessibility features include accessible vanities, adjustable height hand-held shower wands, bathtub grab rails, closed caption TV, flashing door knockers, hearing-accessible rooms and kits, lowered deadbolts, lowered night guards, lowered viewports, mobility-accessible rooms, non-slip grab rails, roll-in showers, TTY/TTD compatibility, and toilet seats at wheelchair height. Service animals are welcome without a fee or documentation. For specific accessibility needs, contact the resort at +1 407

    Luggage storage

    Luggage storage is available at the resort. Porter/bellhop services are also available

    Charging points

    Electric car charging stations are available on site. For device charging, attendees should bring their own chargers; charging points in meeting rooms are not publicly documented

    On-site shuttle

    Complimentary daily shuttle service is provided for resort guests to Walt Disney World theme parks and Disney Springs. The hotel does not provide airport shuttle service. Mears Transportation is an alternate paid airport transfer option

    Food options

    Old Hickory Steakhouse, Nine on-site restaurants and bars, Mangrove Lawn and poolside bar

    On-site dining

    Parking: On-site self-parking is available at USD 22 daily and valet parking at USD 33 daily; parking fees do not include tax, which is additional. Day visitors may be subject to a different rate; prepaid day-visitor self-parking for one vehicle is listed at USD 38.00 (discounted to USD 30.00) on the Gaylord Palms ticketing site. Electric car charging station and wheelchair-accessible parking are available on site. No off-site parking or shuttles to the venue are provided; guests should plan to park on site

    Gate: The resort is located directly off Interstate 4 (I-4). From I, take Exit 65 (Osceola Parkway) and head east; Gaylord Palms will be on the right. From Orlando International Airport (MCO), take SR-528 West to I-4 East, then follow signs to Disney Maingate

    Attend

    Entry & tickets

    Trade-only

    Event days & opening times

    DayOpening hours
    Monday, October 26:7:30 AM – 5:00 PM (pre-conference training)
    Tuesday, October 27:7:30 AM – 7:00 PM
    Wednesday, October 28:8:30 AM – 9:30 PM
    Thursday, October 29:8:30 AM – 4:00 PM
    Expo Hall hoursTuesday 5:00 PM – 7:00 PM, Wednesday 1:00 PM – 5:00 PM, Thursday 1:00 PM – 4:00 PM

    • General Admission Pass

      Standard admission pass to ICMI Contact Center Expo 2026 exhibition floor and feature areas

      $25.00

    Who runs the show

    Organisers

    Informa PLC

    Organiser / Parent Company

    Website

    ICMI by Informa

    Organiser / Event Brand

    Website

    ICMI Registration Support

    Registration & Customer Service

    EmailCallWebsite

    ICMI Sales Team

    Exhibit & Sponsorship Sales

    EmailWebsite

    ICMI Marketing

    Co-Marketing & Promotional Support

    EmailWebsite

    ICMI Event Help Desk

    General Event Support

    CallWebsite

    What's on

    Programme

    3

    Event Experience

    1

    Expo Hall

    TBA

    Event days

    08:00–21:30

    Typical time

    Official agenda
    This agenda is still being finalised. Check the official agenda for the latest sessions.

    Speakers

    BC

    Brad Cleveland

    Founding Partner and Senior Advisor @ ICMI

    Contact center strategy, leadership, and industry trends

    JR

    Justin Robbins

    Founder @ Metric Sherpa, Inc

    Customer experience, quality assurance, and CX strategy

    SA

    Sean Albertson

    Founder & CEO @ CX4ROCKS LLC

    Contact center and customer experience execution

    AH

    Amanda Hughes

    Founding Partner @ Clearest Blue, LLC

    Customer experience, AI, and communications strategy

    BB

    Brent Barbara

    Managing Partner @ Clearest Blue, LLC

    Cloud communications and contact center strategy

    RG

    Robin Gareiss

    CEO and Principal Analyst @ Metrigy

    AI, customer experience research, and contact center analytics

    CH

    Christa Heibel

    CEO & Founder @ CH Consulting Group

    CX strategy, workforce optimization, and AI readiness

    TH

    Todd Henry

    Founder @ Accidental Creative

    Leadership, creativity, and performance under pressure

    JT

    Jeff Toister

    The Service Culture Guide @ Toister Performance Solutions

    Customer service culture and performance

    LJ

    Luke Jamieson

    CX Evangelist @ Luke Jamieson

    Customer experience, contact centre leadership, and technology

    JH

    Jeremy Hyde

    Sr. Director, Customer Service @ Sun Country Airlines

    Contact center leadership and customer service standards

    RH

    Rhett Hill

    Customer Experience Training Specialist @ Pathward

    Agent training and onboarding effectiveness

    BG

    Beth Gauthier-Jenkin

    Customer Experience Executive, Operations & Leadership Coach @ ICMI

    Operations management, process optimization, and coaching

    DS

    Dan Smitley

    Principal Consultant @ 2:Three Consulting

    Workforce management, forecasting, and real-time operations

    JS

    Josh Streets

    CEO @ Scoreboard Group Consulting

    Contact center leadership and performance management

    LG

    Laura Grimes

    Principal Consultant @ Harrington Consulting Group

    Contact center training and consulting

    SF

    Salina Ferrow

    Principal @ Contribution Consulting LLC

    Contact center operations, workforce management, and quality assurance

    ML

    Matt Lyles

    Chief Simplicity Officer @ Matt Lyles & Co

    Simplicity in customer experience and leadership

    CK

    Cara Kauper

    Manager, Member & Provider Services @ UPMC Health Plan

    Staff development and member services management

    SS

    Stephanie Szymanski

    Call Center Management @ Soaring Eagle Casino and Resort

    Call center management

    SC

    Sarah Caminiti

    Head of Business Transformation @ SupportNinja

    Business transformation and customer experience

    NP

    Natalie Perez

    CEO @ Cisne

    Business leadership and contact center operations

    BR

    Beth Reedy

    Manager of Integrated Systems & Customer Solutions @ Black Rifle Coffee Company

    Customer solutions and integrated systems management

    KK

    Katie Knight

    Senior Assistant Vice President @ Amica Mutual Insurance Company

    Contact center leadership and operations

    CC

    Casey Cedar

    Manager, Business Operations @ Dow Jones & Company

    Business operations and contact center leadership

    RD

    Rachel Druckemiller

    Keynote Speaker @ UNMUTED

    Leadership strategy and employee engagement

    VS

    Vivek Singh

    VP @ PALNAR

    Contact center technology and operations

    SW

    Stephen Wolf

    AVP Contact Centers @ Community Choice Credit Union

    Contact center leadership and member experience

    BR

    Bryant Richardson

    Principal @ Real Blue Sky, LLC

    Contact center strategy and operations

    CH

    Christa Heibel

    CEO & Founder @ CH Consulting Group

    CX strategy, AI readiness, and workforce optimization

    Time TBA

    Session 505: Reimagining Contact Center Roles Around AI Agents

    Session
    08:00 – 09:30

    Keynote: HERDING TIGERS

    Keynote
    08:30 – 15:45

    Pre-01: AI in the Contact Center

    Training
    09:45 – 10:45

    Session 506: Help WFM Stop Doing Work That Doesn't Drive Decisions

    Session
    Lafayette 5
    09:45 – 10:45

    Session 105: Classroom Confidence to Contact Center Reality: Why Prepared Agents Still Struggle on the Floor

    Session
    Lafayette 5
    11:00 – 11:30

    Session 601: WFM Is the Missing Link in Your AI Strategy

    Session
    11:00 – 11:30

    Session 203: Get the Most out of Your Quality Assurance Program!

    Lightning Talk
    12:15 – 13:15

    ICMI Women of Impact Awards Luncheon

    Event Experience
    13:00 – 16:00

    Expo Hall Open!

    Expo Hall
    Expo Hall
    16:00 – 17:00

    Keynote: The Best and the Rest: Pulling Ahead in a Time of Disruption

    Keynote
    17:00 – 19:00

    Welcome Reception & Expo Hall Open

    Event Experience
    Expo Hall
    18:30 – 21:30

    Conference Party Featuring The Global Contact Center Awards Ceremony

    Event Experience

    Topic tracks

    Boost Your CultureAI in ActionRevolutionize the ExperienceElevate Your Strategy & LeadershipMaximize Productivity & Operations

    Awards

    ICMI Global Contact Center Awards

    Annual

    ICMI's flagship awards program recognizing frontline workers, managers, teams, and organizations that deliver excellent customer and employee experience in contact centers. Winners are announced live at ICMI Contact Center Expo on October 28, 2026, at the Gaylord Palms Resort in Orlando, FL. Finalists are judged by industry experts across categories covering agents, supervisors, managers, directors, AI use, technology solutions, culture, customer feedback, and service innovation

    Best Contact Center AgentBest Contact Center SupervisorBest Contact Center ManagerBest Contact Center DirectorBest Use of AIBest New Technology SolutionBest Contact Center CultureBest Use of Customer FeedbackBest Customer Service InnovationBest Small Contact CenterBest Medium Contact CenterBest Large Contact Center
    source

    ICMI Women of Impact Awards

    Annual

    A luncheon event celebrating women leaders in the contact center industry, held during ICMI Contact Center Expo 2026. The event features speakers from Michigan State University, Cisne, SupportNinja, and ICMI

    source

    Sponsors

    NiCE

    8x8

    DialedIn

    How the last edition performed

    Previous edition

    Current edition

    2026 · 900 visitors · 35 exhibitors

    Official ICMI Contact Center Expo 2026 homepage publishes organiser forecasts of 900+ anticipated attendees and 35+ anticipated exhibitors, alongside 60+ anticipated speakers and 70+ anticipated sessions. The What's New page separately states an Expo Hall with 30+ vendors and a conference program with 40+ sessions. No final audited figures are available for the 2026 edition as of 2026

    Forecast — not final

    Visitors

    1,500

    Exhibitors

    100

    Floor area (sqm)

    5,000

    Growth over time

    Edition recap

    The 2025 edition of ICMI Contact Center Expo took place October 27, 2025, at the Loews Royal Pacific Resort in Orlando, Florida (2025 edition). The event brought together contact center professionals for a week of keynote presentations, breakout sessions, networking, and the ICMI Global Contact Center Awards ceremony. Keynote speakers included Brad Cleveland, Matthew Emerzian, and Juan Bendana. The event featured site tours of leading contact centers and an Expo Hall with approximately 100 exhibitors (2025 data).

    The 2025 programme included peer-led case studies from companies such as Fabletics, KraftHeinz, Mayo Clinic, Michigan State University, and WebMD, covering topics across AI integration, workforce management, and customer experience excellence. The ICMI Global Contact Center Awards celebrated frontline agents, managers, and teams, with finalists including DHL Express Australia, FAIRWINDS Credit Union, Synovus Customer Care, Ultimus Fund Solutions, WebMD Health Services, and Redial BPO (2025 data).

    New this edition

    • 1

      New host venue: Gaylord Palms Resort & Convention Center

      The 2026 edition moves to the Gaylord Palms Resort & Convention Center in Orlando, FL, offering one-of-a-kind environments, gourmet dining, a water park, a full-service spa, and year-round special events

      Source
    • 2

      Lightning Talks

      Brand-new 30-minute sessions designed to captivate and energize, delivering powerful storytelling that inspires innovation and sparks game-changing 'a-ha' moments

      Source
    • 3

      Speed Networking

      A fast-paced hour of fun with 15 dynamic conversations, designed to expand professional circles and build new connections before the evening party

      Source
    • 4

      ICMI Community Corner

      A casual space for brain breaks, fresh ideas, and connecting with peers at the 2026 event

      Source
    • 5

      Mimosas & Mingling

      A fun and social morning event on Wednesday, October 28, at 7:45 AM to kick off the celebration of the Awards Ceremony day

      Source
    • 6

      ICMI Women of Impact Awards Luncheon

      A luncheon event celebrating women leaders in the contact center industry, featuring speakers from Michigan State University, Cisne, SupportNinja, and ICMI

      Source

    Photos

    Redial BPO team at ICMI Contact Center Expo 2025 in Orlando, FL
    Redial BPO team at ICMI Contact Center Expo 2025 in Orlando, FL

    Testimonials

    This conference was well organized, had excellent speakers, and an engaged audience

    Lindsay Zarr · Customer Solutions Manager · North American Bancard · 2025

    ICMI's CC Expo is a great event to connect with the frontline decision makers for contact centers. Almost everyone attending the event is genuinely curious about the latest best practices for operating a modern contact center – and is willing to embrace emerging technology to improve their operations. A wonderful opportunity to get direct market feedback for any industry vendor

    Jim Schweitzer · SVP · Vision Point Systems · 2024

    ICMI is truly one of my favorite events of the year. The attendees bring such a friendly and curious energy, making it a unique space where genuine learning and knowledge-sharing thrive. Many contact centers are eager for more education around AI, and ICMI provides the ideal setting for meaningful conversations with industry leaders who can help drive that transformation

    Jessica Gopalakrishnan · Senior Director of Marketing · Cognigy · 2024

    The 2024 ICMI Contact Center Expo exceeded my expectations! The event attendees were all there to learn more and improve their contact center skills, and when coming to our booth were very engaged in understanding the value of our services. Our team was busy showing product demos to interested event attendees from the moment the expo floor opened to the moment it closed

    Jason Wauer · Head of Americas Marketing · Content Guru · 2024

    Next edition outlook

    2026-10-26 – 2026-10-29
    unverified

    ICMI has not yet announced the 2027 edition dates, venue, or programme details. The 2026 edition represents a significant expansion with a new host venue at the Gaylord Palms Resort & Convention Center and a reimagined programme featuring Lightning Talks, Speed Networking, and the ICMI Community Corner. Industry trends suggest future editions will continue to emphasize AI-human workforce orchestration, agent experience, and measurable CX outcomes

    Impact

    A bigger and stronger platform

    ICMI Contact Center Expo is the longest-running and most trusted event dedicated to the contact center industry, backed by 40 years of global insights. The event serves as the premier gathering for contact center professionals, combining practitioner-led case studies, exclusive site tours of innovative contact centers such as Disney and Universal, comprehensive in-person training, and an Expo Hall showcasing contact center-specific technology. Unlike broad customer experience events, ICMI Contact Center Expo is designed specifically for contact center directors, CX managers, and operations leaders, delivering actionable strategies that can be implemented immediately. The event also hosts the ICMI Global Contact Center Awards, recognizing frontline workers, managers, and teams who deliver excellent customer and employee experience

    Audience quality

    High-value decision-makers

    ICMI Contact Center Expo draws a highly qualified audience of contact center decision makers. According to the official exhibit page, 80% of attendees are managers or above, 60% have 50+ call seats, and 86% have 6+ years of contact center experience. Attendees include contact center directors, CX managers, operations leaders, and other senior professionals responsible for technology purchasing decisions. The event also attracts attendees from leading organizations across industries including healthcare, financial services, retail, and technology. The organiser states that 900+ attendees are anticipated for 2026, with 35+ exhibitors and 60+ speakers

    Exhibitor outcomes

    Real business growth

    Exhibiting at ICMI Contact Center Expo provides direct access to a concentrated audience of contact center decision makers. The organiser reports that 80% of attendees are managers or above and 60% have 50+ call seats, indicating strong purchasing influence. Exhibitors can pursue lead generation, thought leadership, networking, branding, and awareness goals. Past exhibitors have reported strong engagement on the Expo Hall floor, with attendees actively seeking solutions to operational challenges. The event offers a range of sponsorship opportunities from easy-to-execute to bold and extravagant, allowing exhibitors to tailor their participation to specific ROI objectives

    Intelligence

    Market context

    Key market insights, trends, news and related events to help you understand the bigger picture.

    United States (primary); global with emphasis on North America

    Why it matters

    ICMI Contact Center Expo 2026 matters because the contact center industry is at a decisive inflection point. With 85% of service and support leaders expanding human agents' responsibilities rather than cutting headcount, and AI-mature organizations reporting 85% greater profitability, the gap between AI-adapted and lagging organizations is widening rapidly. Gartner projects conversational AI will reduce agent labor costs by $80 billion in 2026, yet 31% of agents plan to quit within six months and attrition remains the single biggest operational challenge. ICMI's own research shows 58% of leaders expect moderate to substantial staffing reductions from AI, while 39% anticipate responsibilities shifting toward higher-value work. The Expo provides a critical venue for contact center leaders to cut through vendor hype, compare real-world AI deployments across 35+ exhibitors, learn from peer case studies spanning five topic tracks, and build actionable strategies for workforce transformation. For exhibitors, the event delivers access to a highly qualified audience: 80% of attendees are managers or above, 60% have 50+ call seats, and 86% have 6+ years of contact center experience. As the industry's longest-running practitioner-led event, backed by 40 years of global insights, ICMI Contact Center Expo uniquely positions buyers and sellers to navigate the hybrid human-AI workforce transition that is reshaping the $80 billion contact center market

    Industry trends

    Key trends shaping this market and its wider industry.

    01

    Hybrid human-AI workforce orchestration becomes the operating model

    Contact centers are moving toward hybrid human and AI workforces as AI agents now touch live customer records, schedules, and service workflows, creating a management job most businesses haven't designed for yet. Verint's 2026 research found that 31% of agents expected to leave within six months. Gartner predicted that by 2027, half of companies that cut customer service staff due to automation will end up rehiring for similar roles under different job titles. The share of firms piloting AI agents with limited, bounded autonomy more than doubles as companies grow, from 12% to 26%, while permission for an AI agent to update the CRM on its own rises from 27% to 42%

    Source
    02

    Agent retention crisis drives AI investment in agent experience

    Nearly one-third of contact center agents (31%) plan to quit within six months, frustrated by high volumes of manual, repetitive tasks and poor work-life balance, according to Verint's State of Agent Experience 2026 report. In 45% of calls, agents spend an average of three minutes searching for answers. Techaisle's study of 3,980 organizations found that attrition is the single biggest challenge contact centers report. The fix isn't a longer feature list; it's applying AI directly to agent workflows to automate routine tasks and provide real-time guidance

    Source
    03

    AI-mature organizations pull ahead with 85% greater profitability

    Deloitte Digital's 2026 Global Contact Center Survey found that contact centers with mature AI capabilities report 85% greater profitability than low-maturity peers. Thirty-five percent of contact centers already use agentic AI as part of operations. More than half of surveyed consumers say service quality stayed the same or got worse in 2025, while the percentage of leaders who believe their organizations deliver excellent customer experience rose by 20 percentage points since 2024. Less than 1 in 5 leaders feel their current strategies are fully effective

    Source
    04

    Contact centers evolve from cost centers to strategic engagement hubs

    ISG's 2026 Buyers Guides for Contact Centers find that contact center software, originally built for efficient routing, now orchestrates workflows throughout the customer journey and uses data to improve operational and business decisions. Enterprises see contact centers not as cost centers but as engines for improving business outcomes such as customer experience and employee engagement. Buyers now focus less on mature capabilities such as routing and more on how software improves business outcomes and integrates with enterprise systems

    Source
    05

    AI spending surges 38% despite flat overall budgets

    Gartner survey finds AI spending by customer service leaders increased 38% in 2026, even as overall service and support function budgets rose by just 2%. Gartner projects conversational AI will reduce contact center agent labor costs by $80 billion in 2026 through faster resolutions, fewer escalations, and reduced headcount growth. Over 80% of organizations expect to reduce agent headcount in the next 18 months, mainly through attrition, hiring pauses, or layoffs

    Source

    Market news

    Latest updates from across the market.

    ISG: AI expands strategic role of contact centers from cost centers to engagement hubs

    Read

    ICMI State of the Contact Center 2026: 58% of leaders predict moderate to substantial staffing reductions from AI

    Read

    Deloitte Digital: AI-mature contact centers report 85% greater profitability

    Read

    Global contact center market activity: 38,706 jobs announced across 65 expansions in H1 2026

    Read

    Verint: Nearly one-third of contact center agents plan to quit within six months

    Read

    Customer Contact Week Las Vegas 2026 returns with focus on AI accountability over experimentation

    Read

    Contact Center & CX Event Circuit: October 2026 – March 2027

    October 2026 – March 2027

    ICMI Contact Center Expo 2026 sits within a dense circuit of contact center and CX industry events. The most direct comparable is Customer Contact Week (CCW), which operates the world's largest customer contact event series with editions in Las Vegas (June), Nashville (October), Europe (Amsterdam, October), and ANZ (Sydney, March). Enterprise Connect provides the enterprise communications perspective in March. Forrester's CX events serve senior CX leaders. ICMI's own event differentiates through its operations-first, practitioner-led focus with deep site tours of leading contact centers such as Disney and Universal, making it the most hands-on event in the circuit. Buyers evaluating vendor solutions should consider attending 2-3 events across the circuit to compare AI agent capabilities, workforce management tools, and CCaaS platforms in different contexts

    26–29 Oct 2026

    ICMI Contact Center Expo 2026

    Orlando (Kissimmee), USA

    Held at Gaylord Palms Resort & Convention Center. Features 70+ sessions across 5 tracks, exclusive contact center site tours, 35+ anticipated exhibitors, and the ICMI Global Contact Center Awards. The most hands-on event in the circuit

    website
    26–29 Oct 2026

    Customer Contact Week (CCW) Nashville 2026

    Nashville, USA

    Held at Omni Nashville. Gathers over 800 attendees and representatives from more than 200 global brands to explore customer experience and contact strategies. Runs three weeks before ICMI Contact Center Expo

    website
    26–29 Oct 2026

    CCW Europe Summit 2026

    Amsterdam, Netherlands

    Features over 250 world-class speakers and 850+ attendees. Agenda focuses on AI, innovation, and customer-centric transformation. Runs concurrently with CCW Nashville

    website
    26–29 Oct 2026

    Contact Centre & Customer Services Summit (Autumn)

    Manchester, United Kingdom

    Held at The Manchester Deansgate Hotel. Invite-only event with a corporate 'speed-dating' itinerary of one-to-one meetings with solution providers. Spring edition scheduled for May 2027 at London Heathrow

    website
    26–29 Oct 2026

    CCW ANZ 2026

    Sydney, Australia

    Held at Royal Randwick Racecourse. Brings together Australia's customer experience, contact centre, and operations leaders. The 2027 edition is scheduled for 10-11 March 2027 in Sydney (early planning)

    website
    26–29 Oct 2026

    Forrester CX Summit EMEA 2026

    Amsterdam, Netherlands

    Part of Forrester's global CX event series alongside CX Forum East (New York, June 16-17) and CX Forum West (San Francisco, June 29-30). Focused on CX strategy, measurement, and design

    website

    October 2026 — Peak contact center event season

    ICMI Contact Center Expo 2026CCW Nashville 2026CCW Europe Summit 2026

    Three major contact center events occur within the same month. ICMI Contact Center Expo (Oct 26-29) and CCW Nashville (Oct 7-9) serve the North American market with limited overlap, while CCW Europe Summit (Oct 5-7) serves the European market concurrently with CCW Nashville. Attendees focused on the US market can attend both ICMI and CCW Nashville without conflict

    March 2027 — Spring circuit and planning window

    Enterprise Connect 2027CCW ANZ 2027 (early Planning)

    Enterprise Connect 2027 (March 23-25) anchors the spring circuit in Las Vegas. CCW ANZ 2027 is in early planning for March 10-11 in Sydney. This window is ideal for organizations planning their full-year event calendar and budgeting for the next cycle

    June 2026 — Pre-ICMI planning window

    Forrester CX Summit EMEA 2026CCW Las Vegas 2026

    CCW Las Vegas (June 22-25) and Forrester CX Summit EMEA (June 8-10) provide mid-year benchmarking opportunities ahead of the fall circuit. CCW Las Vegas is the largest event in the circuit, attracting thousands of attendees

    Event dates confirmed from official event websites where available. CCW ANZ 2027 dates are marked as early planning. Forrester CX Forum East and West dates sourced from Forrester's March 2026 press release. The circuit is presented as a planning aid, not an endorsement of any event

    Plan your trip

    Travel & logistics

    Local currency · USD

    Arrival airports

    Choose from the following airports, with convenient access to the event and venue.

    MCO

    Orlando International Airport

    Primary commercial airport serving Central Florida and the most practical arrival point for the Gaylord Palms. Rideshare pickup at Terminals A and B is on Level 2 (Arrivals); Terminal C pickup is on Level 4. Taxis are available 24/7 on Level 1 (Ground Transportation) at Terminals A and B, and outside doors C108–C109 at Terminal C. The hotel does not provide a complimentary airport shuttle; Mears Transportation is an alternate option

    19.3 miles (31 km)

    to venue

    Approximately 28 minutes

    by car

    ISM

    Kissimmee Gateway Airport

    General aviation reliever airport for Orlando International; accommodates private and charter aircraft with two paved runways (5,000 ft and 6,000 ft). No commercial airline service. The hotel does not provide shuttle service

    8.0 miles (13 km)

    to venue

    Approximately 21 minutes

    by car

    SFB

    Orlando Sanford International Airport

    Secondary commercial airport north of Orlando. Limited international and domestic airline service; check schedules before booking. The hotel does not provide shuttle service

    21.6 miles (35 km)

    to venue

    Approximately 51 minutes

    by car

    ORL

    Orlando Executive Airport

    General aviation airport located closer to downtown Orlando. Suitable for private and charter aircraft only; no scheduled commercial service. The hotel does not provide shuttle service

    22.0 miles (35 km)

    to venue

    Approximately 30 minutes

    by car

    Hotel tiers

    A range of accommodation options near the venue and across key areas.

    Premium (on-site host hotel)
    Gaylord Palms Resort & Convention Center, Kissimmee

    USD 219–450 / night

    The 4-star Gaylord Palms Resort & Convention Center is the host venue with 1,718 guest rooms including 129 suites. The official ICMI room block offers special rates, but rates and availability are limited and the hotel sells out. A mandatory nightly resort fee of $51.53 per room applies, covering fitness/yoga classes, internet access, pool access, shuttle service, and WiFi. Self-parking is $40 nightly and valet is $55 daily. The resort features nine restaurants, a full-service spa, a 3-acre water park, and complimentary shuttle service to Disney Springs and Walt Disney World theme parks

    Mid-range (nearby, 10–15 min drive)
    Kissimmee / Celebration (US-192 corridor and World Drive area)

    USD 120–280 / night

    Numerous branded hotels along West Irlo Bronson Memorial Highway (US-192) and near Celebration offer mid-range accommodations within a 10–15 minute drive of the Gaylord Palms. Examples include Delta Hotels by Marriott Orlando Celebration, Staybridge Suites Orlando Royale Parc Suites, and Fairfield by Marriott Inn & Suites Orlando Kissimmee/Celebration. No off-site shuttle service to the venue is provided; attendees should budget for rideshare or rental car costs

    Budget (nearby, 15–20 min drive)
    Kissimmee / US-192 corridor

    USD 50–120 / night

    Economy and select-service hotels along US-192 and near Old Town offer budget-friendly options. Examples include Nobile Hotel Parkway at Celebration Orlando (from approximately $53/night), Vacation Village Orlando Celebration (from approximately $77/night), and Destiny Palms Hotel Maingate West (from approximately $59/night). Expect a 15–20 minute drive to the venue. Self-parking at the Gaylord Palms is $40 nightly, so budget accordingly if driving

    Local transport

    Get around the city with these convenient transport options.

    Rideshare (Uber / Lyft)

    Estimated cost$30–$45
    Best forOrlando International Airport (MCO) to Gaylord Palms Resort & Convention Center

    Rideshare is available at MCO Terminals A and B on Level 2 (Arrivals) and Terminal C on Level 4. Travel time is approximately 25–30 minutes. UberX estimated at $28–$36, UberXL at $40–$52. Rideshare is also a practical option for off-site hotel guests traveling to the venue, though surge pricing may apply during peak event hours

    Taxi

    Estimated cost$65
    Best forOrlando International Airport (MCO) to Kissimmee / Gaylord Palms area

    Metered taxis are available 24/7 on Level 1 (Ground Transportation) at Terminals A and B, and outside doors C108–C109 at Terminal C. The trip is approximately 26.7 km. Some taxi fare estimators show fares as low as $22–$23, but the official Kissimmee taxi rate is approximately $65 based on meter calculations

    Mears Transportation (airport shuttle)

    Estimated cost$23–$60
    Best forOrlando International Airport (MCO) to Kissimmee / Gaylord Palms area

    Mears Transportation offers shared and private airport transfer services. Shared shuttle fares to Kissimmee start around $23 per person, while private transfers range from $35–$60 depending on vehicle type. Advance reservations are recommended. The hotel does not provide a complimentary airport shuttle

    LYNX public bus

    Estimated cost$2–$5
    Best forKissimmee Intermodal Station to Orlando (Route 441 / FastLink 441)

    LYNX Central Florida operates Route 441 connecting Kissimmee and Orlando, with an average one-way fare of approximately $2–$3 and a journey time of approximately 50–54 minutes. Service frequency is roughly every 60 minutes. Public transit is not recommended for direct airport-to-venue transfers due to long travel times and required transfers. No rail or metro line connects directly to the Gaylord Palms

    Resort shuttle (on-site guests only)

    Estimated costComplimentary for resort guests
    Best forGaylord Palms to Walt Disney World theme parks and Disney Springs

    The Gaylord Palms offers complimentary daily shuttle service to all four Walt Disney World theme parks and Disney Springs for overnight resort guests. This service is included in the nightly resort fee. Shuttle schedules are updated weekly and can be booked up to five days in advance. This shuttle does not serve off-site hotels or provide airport transfers

    Rental car

    Estimated costVaries by vehicle and duration ($40–$100+ per day)
    Best forMCO Airport to Kissimmee / Gaylord Palms area

    All major rental car brands are located on site at MCO. Pickup at Terminals A and B is on Level 1; Terminal C access is via the Terminal Link people mover. Self-parking at the Gaylord Palms is $40 nightly for overnight guests; day-visitor prepaid self-parking is available at $38.00 (discounted to $30.00). Electric car charging stations are available on site

    Plan your trip

    Visa & entry documents

    Check the latest visa requirements and entry guidelines before travelling.

    Visa required
    ATA Carnet: accepted
    TypeWho needs itFeeProcessing
    B-1 Business Visitor VisaForeign nationals who are not eligible for the Visa Waiver Program and are travelling to the United States temporarily for business purposes, including attending a scientific, educational, professional, or business convention or conference, consulting with business associates, or negotiating a contract$435.00Varies by consulate and country; appointment wait times can range from days to several months. The Department of State recommends applying early
    Visa Waiver Program (ESTA)Citizens or nationals of the 42 designated Visa Waiver Program countries who wish to travel to the United States for business or tourism for stays of up to 90 days. Travelers must hold an e-Passport with an embedded electronic chip$40.27Generally within 72 hours; some cases may take longer. Apply at least 72 hours before travel
    B-1/B-2 Visitor Visa (combined business and tourism)Foreign nationals who wish to enter the United States temporarily for a combination of business (B-1) and tourism (B-2) purposes, including attending a conference and then taking a holiday$435.00Varies by consulate and country; appointment wait times can range from days to several months

    Citizens of the 42 countries participating in the Visa Waiver Program (VWP) may travel to the United States for business or tourism for stays of up to 90 days without obtaining a visa, provided they hold a valid e-Passport and obtain an approved ESTA prior to travel. VWP countries include most European Union member states, the United Kingdom, Japan, South Korea, Australia, New Zealand, Singapore, and others. Travelers from non-VWP countries must obtain a B-1 business visitor visa or a B-1/B-2 combined visa from a U.S. embassy or consulate. Nationality-specific visa issuance fees (reciprocity fees) may apply in addition to the standard MRV fee for certain countries. Rules are nationality-dependent and subject to change; consult the U.S. Department of State for the current VWP country list and reciprocity schedules

    The United States accepts ATA Carnets for the temporary importation of commercial samples, professional equipment, and goods for exhibitions and trade shows. The ATA Carnet is an international customs document that allows duty-free and tax-free temporary import of goods for up to one year without posting a customs bond or paying duties and value-added taxes. The United States Council for International Business (USCIB) is the sole National Guaranteeing Association and Issuing Association for ATA Carnets in the United States; carnets are issued through two appointed service providers, Roanoke Trade and boomerang carnets. Carnets must be presented to U.S. Customs and Border Protection upon importation and re-exportation. Failure to complete required carnet operations may result in charges of 110% of the duty and import tax. Samples intended to be consumed or given away at a trade show are not allowed under an ATA Carnet. For shipments valued over $2,500, a Temporary Importation Under Bond (TIB) or Carnet is the recommended course of action. As of March 24, 2026, CBP allows ATA Carnet data to be submitted electronically through the Automated Commercial Environment (ACE) as part of electronic truck manifest filings

    Official visa page

    Weather

    Late October in Kissimmee, Florida, is warm and humid. Average high temperatures are approximately 84°F (29°C) and average lows approximately 67°F (19°C). October receives an average of about 3.1 inches (79.8 mm) of precipitation, typically spread across 10–12 rainy days. The Atlantic hurricane season runs from June 1 to November 30, and October is statistically one of the more active months, though direct impacts on any specific location are uncommon. Humidity is generally high, and afternoon thunderstorms are possible. Indoor meeting spaces are air-conditioned, so a light jacket or sweater is advisable for sessions

    Plan for the climate

    Check temperatures and pack accordingly

    Venue connectivity

    The Gaylord Palms is a self-contained resort and convention center located in Kissimmee, approximately 19.3 miles (31 km) from Orlando International Airport (MCO). No rail or metro line connects directly to the venue. The nearest rail stations are Kissimmee Station (19-minute drive) and Brightline Orlando Station (21-minute drive), both accessible via rideshare or taxi. Public bus service is provided by LYNX Central Florida, with Route 441 connecting Kissimmee and Orlando, though travel times are long and transfers are required for airport-to-venue journeys. The hotel does not provide a complimentary airport shuttle, but Mears Transportation offers shared and private airport transfer services. Rideshare (Uber, Lyft) and taxis are readily available at MCO and throughout the Kissimmee area. For guests staying at the resort, complimentary shuttle service operates daily to Walt Disney World theme parks and Disney Springs. The resort is situated directly off Interstate 4 (Exit 65, Osceola Parkway), making car travel straightforward for local attendees. The venue is within a 5–10 minute drive of Disney Springs, Old Town Kissimmee, and Celebration Golf Club, and within 15–20 minutes of SeaWorld Orlando and Universal Orlando Resort

    Ride-hailing

    Taxis

    Public transit

    Car rentals

    Cultural notes

    Useful information to help you have a smooth and respectful visit.

    Trade show business culture

    ICMI Contact Center Expo is a trade-only event. All attendees must be 18 years or older and qualify as buyers of contact center technology, applications, or products. Business casual attire is typical for conference sessions and the Expo Hall. Comfortable shoes are recommended given the resort's expansive layout and the distance between session rooms and the Expo Hall

    Networking and social etiquette

    The event includes multiple networking receptions, the Welcome Reception in the Expo Hall, the Conference Party featuring the Global Contact Center Awards, and Coffee Chat Live sessions. Business cards are commonly exchanged. The ICMI community is known for being collaborative and open to sharing best practices. Speed Networking sessions offer a structured way to meet peers quickly

    Orlando area practicalities

    Late October in Orlando is warm and humid, with average highs around 84°F (29°C). The Gaylord Palms is a self-contained resort with multiple dining options, a spa, and a water park. The resort is located near Walt Disney World and offers complimentary shuttle service to the theme parks for resort guests. Rideshare and taxi services are readily available. Tipping is customary in the United States for restaurant service (15–20%), bartenders, and taxi/rideshare drivers

    Accessibility and inclusion

    The Gaylord Palms Resort & Convention Center offers wheelchair-accessible parking and facilities. Accessible features include accessible on-site parking, van-accessible parking, accessible routes from public entrances, accessible meeting spaces, accessible restaurants, TTY/TTD compatibility, roll-in showers, and hearing-accessible rooms. ICMI is committed to providing an inclusive experience; attendees with specific accessibility needs should contact the organiser in advance

    Practical guides

    Visitor & Exhibitor Essentials

    Everything needed to arrive prepared, navigate the event, and make the visit productive.

    Flights

    Destination: Orlando International Airport (MCO)

    MCO is the primary gateway for the event and offers extensive domestic and international service. Book flights early for late October, as this is a popular travel period in Central Florida. The Gaylord Palms is approximately 28 minutes from MCO by car. Rideshare, taxi, and Mears Transportation are available. No complimentary airport shuttle is provided by the hotel or event

    Visa

    Most foreign nationals require either a B-1 business visitor visa or an approved ESTA under the Visa Waiver Program to attend ICMI Contact Center Expo 2026 in Orlando, FL. U.S. citizens and lawful permanent residents do not require a visa. Citizens of the 42 VWP countries may travel visa-free for up to 90 days with an approved ESTA. All other foreign nationals must obtain a B-1 or B-1/B-2 visa from a U.S. embassy or consulate prior to travel. A visa does not guarantee admission; final admissibility is determined by U.S. Customs and Border Protection officers at the port of entry

    Processing: Varies by consulate and country. Apply early; interview appointment wait times can range from days to several months. ESTA decisions are generally available within 72 hours

    The total cost for a B-1 business visitor visa is $185 (MRV fee) plus $250 (Visa Integrity Fee), totalling $435. The Visa Integrity Fee applies to nonimmigrant visa applicants starting fiscal year 2026 and is payable upon visa issuance. VWP travelers using ESTA pay $40.27 for an approved authorization. Certain nationals may also be required to post a visa bond of $5,000 to $20,000 under the Visa Bond Pilot Program, depending on country. Attendees should carry a printed copy of their visa or ESTA approval, event registration confirmation, and a letter from their employer explaining the purpose of travel. Business visitors should not accept employment or receive salary from a U.S. source while in the United States

    Official

    Hotels

    Find a stay near the venue with options for every budget.

    Check-in (recommended)

    2026-10-26

    Check-out (recommended)

    2026-10-29

    Areas to stay

    Gaylord Palms Resort & Convention Center (on-site host hotel) · Kissimmee / US-192 corridor (West Irlo Bronson Memorial Highway) · Celebration area (World Drive / US-192 intersection) · Lake Buena Vista / Disney Springs area (10–15 minute drive)

    Premium (on-site)

    $219–$450 per night

    Book

    Mid-range

    $120–$280 per night

    Budget

    $50–$120 per night

    Transport

    Get to the venue and around the city with these options.

    Airport → venue: Orlando International Airport (MCO) is approximately 19.3 miles (31 km) from the Gaylord Palms, about a 28-minute drive. Rideshare (Uber/Lyft) pickup is at Terminals A and B on Level 2 (Arrivals) and Terminal C on Level 4; estimated fare is $30–$45. Taxis are available 24/7 on Level 1 (Ground Transportation) at Terminals A and B, and outside doors C108–C109 at Terminal C; estimated fare to Kissimmee is approximately $65. Mears Transportation offers shared and private airport transfer services, with shuttle fares to Kissimmee ranging from $23–$60 depending on the service type. The hotel does not provide a complimentary airport shuttle. No event shuttles from the airport are provided

    Hotel → venue: The Gaylord Palms is the host venue, so on-site guests can walk directly to all conference sessions and the Expo Hall. Attendees staying at off-site hotels will need to drive or use rideshare/taxi. No official event shuttle service connects off-site hotels to the venue. The resort offers complimentary daily shuttle service for resort guests to Walt Disney World theme parks and Disney Springs, but this does not serve other hotels or the convention center

    Ride-hail: Rideshare services (Uber, Lyft) are widely available throughout the Kissimmee and Orlando area. Pickup at MCO is available at Terminals A and B on Level 2 (Arrivals) and Terminal C on Level 4. Estimated fare from MCO to the Gaylord Palms area is $30–$45. Rideshare is also a practical option for off-site hotel guests traveling to the venue, though surge pricing may apply during peak event hours

    Public transit: LYNX Central Florida provides public bus service in the Kissimmee and Orlando area. Route 441 (also known as the FastLink 441) connects Kissimmee Intermodal Station and Orlando, with an average one-way fare of approximately $2–$3 and a journey time of approximately 50 minutes. However, public transit is not recommended for direct airport-to-venue or hotel-to-venue transfers due to long travel times, limited frequency, and required transfers. No rail or metro line connects directly to the Gaylord Palms

    Parking: On-site self-parking at the Gaylord Palms is $40 nightly for overnight guests and valet parking is $55 daily (in/out privileges). Day-visitor prepaid self-parking is available at $38.00 (discounted to $30.00) for one vehicle via the Gaylord Palms ticketing site. Fees exclude applicable taxes. Electric car charging stations and wheelchair-accessible parking are available. Off-site hotels typically offer free or lower-cost parking, but attendees will need to budget for venue parking if driving to the convention center daily

    Weather

    Plan and pack for the event climate.

    Month: October 2026

    Temperature: 67°F to 84°F (19°C to 29°C)

    Seasonality: October is the tail end of the Atlantic hurricane season (June 1 – November 30). Average precipitation is approximately 3.1 inches (79.8 mm) across 10–12 rainy days. Afternoon thunderstorms are possible. Humidity is generally high

    Packing: Pack light, breathable clothing for warm and humid conditions. Bring a light jacket or sweater for air-conditioned meeting rooms. Include rain gear (compact umbrella or rain jacket). Comfortable walking shoes are essential given the resort's expansive layout. Business casual attire is appropriate for sessions; resort casual or garden party attire is suggested for the Conference Party

    Itinerary builder

    Add priorities and side trips to make the most of your visit.

    Add side trips

    Default day plan

    1. Sunday, October 25 (evening)Arrive in Orlando, check in at Gaylord Palms, collect badge, and explore the resort atrium and dining options
    2. Monday, October 26 (8:00 AM – 5:00 PM)Attend pre-conference training courses or explore the resort. Pick up your badge if not already collected. Evening: informal networking with fellow attendees
    3. Tuesday, October 27 (7:30 AM – 7:00 PM)Conference sessions and keynotes during the day. Attend the Welcome Reception and Expo Hall opening from 5:00 PM – 7:00 PM to meet exhibitors and network
    4. Wednesday, October 28 (8:30 AM – 9:30 PM)Full day of educational sessions across specialised tracks. Visit the Expo Hall from 1:00 PM – 5:00 PM. Evening networking events and the ICMI Global Contact Center Awards
    5. Thursday, October 29 (8:30 AM – 4:00 PM)Final conference sessions and Expo Hall from 1:00 PM – 4:00 PM. Optional site tours of leading contact centers may be available. Conference concludes at 4:00 PM

    Plan your trip

    Planning

    Best day to visit: Tuesday, October 27, 2026

    Tuesday is the opening day of the Core program and features the Welcome Reception & Expo Hall Open from 5:00 PM – 7:00 PM. It offers the best combination of first-day energy, keynote sessions, and the first opportunity to meet exhibitors and network. For visitors with limited time, Tuesday provides the fullest introduction to the event

    T

    Register for the conference and book your hotel through the official Passkey room block — Early registration secures the best rates. The Gaylord Palms room block sells out. Book via the official Convention Housing Partners link. (Guidance)

    T

    Book flights to Orlando International Airport (MCO) — Late October is a popular travel period in Central Florida. Booking early secures better fares. (Guidance)

    T

    Review the full session schedule and build your personal agenda — The schedule is published on schedule.icmievents.com. Identify must-attend keynotes, sessions across the five topic tracks, and any site tours (Premier Pass required). (Guidance)

    T

    Confirm airport transfer arrangements (rideshare, taxi, or Mears Transportation) — The hotel does not provide a complimentary airport shuttle. Rideshare pickup at MCO is on Level 2 (Terminals A & B) and Level 4 (Terminal C). (Guidance)

    T

    Download the Informa Connect Tech Events app and create your profile — The app provides the attendee list (available 3 weeks prior), session scheduling, and lead scanning for exhibitors. (Guidance)

    T

    Pack for warm, humid weather and air-conditioned meeting rooms — Average highs around 84°F (29°C), lows around 67°F (19°C). Bring light, breathable clothing, a light jacket, and rain gear. Business casual attire is recommended. (Guidance)

    T

    Check in for your flight and confirm your hotel reservation — Review the official event schedule for any last-minute updates. (Guidance)

    Sample visitor itinerary

    Route-optimised day
    Sunday, October 25 (evening)

    Arrive in Orlando, check in at Gaylord Palms, collect badge, and explore the resort atrium and dining options

    Gaylord Palms Resort & Convention Center
    Monday, October 26 (8:00 AM – 5:00 PM)

    Attend pre-conference training courses or explore the resort. Pick up your badge if not already collected. Evening: informal networking with fellow attendees

    Gaylord Palms Resort & Convention Center
    Tuesday, October 27 (7:30 AM – 7:00 PM)

    Conference sessions and keynotes during the day. Attend the Welcome Reception and Expo Hall opening from 5:00 PM – 7:00 PM to meet exhibitors and network

    Gaylord Palms Resort & Convention Center
    Wednesday, October 28 (8:30 AM – 9:30 PM)

    Full day of educational sessions across specialised tracks. Visit the Expo Hall from 1:00 PM – 5:00 PM. Evening: Awards Ceremony & Conference Party from 6:30 PM – 9:30 PM

    Gaylord Palms Resort & Convention Center
    Thursday, October 29 (8:30 AM – 4:00 PM)

    Final conference sessions and Expo Hall from 1:00 PM – 4:00 PM. Conference concludes at 4:00 PM

    Gaylord Palms Resort & Convention Center

    Side trips

    5

    Walt Disney World Resort

    Theme Park Complex

    Approximately 1 mile (1.6 km)

    Four theme parks and Disney Springs are minutes away. Gaylord Palms offers complimentary shuttle service for resort guests to all four Disney theme parks and Disney Springs

    Disney Springs

    Shopping, Dining, and Entertainment District

    10-minute drive

    Open-air complex with restaurants, bars, live entertainment, and retail. Accessible via the resort's complimentary shuttle

    SeaWorld Orlando

    Marine Zoological Park and Theme Park

    Approximately 8 miles (13 km)

    Marine animal exhibits, thrill rides, and family attractions

    Universal Orlando Resort

    Theme Park Complex

    Approximately 12 miles (19 km)

    Two theme parks (Universal Studios Florida and Universal's Islands of Adventure) plus Universal CityWalk dining and entertainment. Also the host of an official ICMI site tour

    Old Town Kissimmee

    Entertainment District

    2-minute drive

    18-acre outdoor walking district with shops, restaurants, amusement rides, and classic car shows

    Networking spots

    6

    Expo Hall – Hot Takes & Cold Drinks

    Casual networking lounge

    A dedicated hangout space in the Expo Hall for real conversations about AI, customer expectations, and agent experience. Live fireside chats and industry vertical meetups. (Official)

    Welcome Reception & Expo Hall Open

    Evening reception

    Tuesday, October 27, 5:00 PM – 7:00 PM in the Expo Hall. Meet exhibitors and fellow attendees in a relaxed setting. (Official)

    Awards Ceremony & Conference Party

    Evening celebration

    Wednesday, October 28, 6:30 PM – 9:30 PM. Outdoor celebration with food, cocktails, and networking. Resort casual or garden party attire; flat shoes or wedges recommended for grass. (Official)

    ICMI Coffee Chat Live

    Peer-to-peer discussions

    Tuesday, October 27, 5:55 PM – 6:15 PM in the Expo Hall. Small-group conversations about challenges that matter most to contact center leaders. (Official)

    Networking Breakfast

    Morning social

    Wednesday, October 28, 7:00 AM – 8:00 AM. Start your day with breakfast and casual networking. (Official)

    Networking Lunch

    Midday social

    Thursday, October 29, 12:15 PM – 1:15 PM. Lunch and networking with fellow attendees. (Official)

    Budget

    Costs & budget

    ICMI does not publish booth or sponsorship pricing publicly. The official Exhibit & Sponsorship Opportunities page directs interested companies to contact the ICMI sales team (ICMISales@informa.com) or submit a request-information form to receive pricing and availability details. No public price tiers, shell scheme rates, raw space rates, or standard booth dimensions are listed on official ICMI pages for the 2026 edition

    source

    Build your working budget

    Adjust the inputs below to create a directional event budget.

    Estimated budget
    Live estimate
    • Hotel × 4 nights$400.00
    • Per diem × 4$300.00
    • Visa$185.00
    • Insurance$50.00
    • Flight — Domestic US round-trip$350.00
    Estimated total$1,285.00

    This is a directional estimate. Please verify live rates before booking.

    Cost reference

    Official cost items and estimated ranges for exhibitors.

    Conference pass (Core, Premier, Premium Learning)

    visitor · Conference

    USD 1999–3499 / per person

    estimate

    Expo Hall Only Pass

    visitor · Expo Only

    —

    official

    Hotel – on-site (Gaylord Palms)

    both · Premium

    USD 219–450 / per room per night

    estimate

    Hotel – off-site (mid-range)

    both · Mid-range

    USD 120–280 / per room per night

    estimate

    Hotel – off-site (budget)

    both · Budget

    USD 50–120 / per room per night

    estimate

    Resort fee (Gaylord Palms)

    both · On-site

    USD 51.53 / per room per night

    official

    Parking – self (Gaylord Palms)

    both · On-site

    USD 40 / per day

    official

    Parking – valet (Gaylord Palms)

    both · On-site

    USD 55 / per day

    official

    Taxi from MCO to Kissimmee/Gaylord Palms

    visitor · Transport

    USD 65 / per trip

    estimate

    Rideshare (Uber/Lyft) from MCO to Gaylord Palms

    visitor · Transport

    USD 30–45 / per trip

    estimate

    Mears Transportation shared shuttle

    visitor · Transport

    USD 23–60 / per trip

    estimate

    B-1 Business Visa application fee

    visitor · Visa

    USD 435 / per person

    official

    ESTA (Visa Waiver Program)

    visitor · Visa

    USD 40.27 / per person

    official

    Booth space (estimated range based on industry norms)

    exhibitor · Exhibit

    USD 3000–15000 / per booth

    estimate

    Decision

    Visit, exhibit, or skip?

    Should you go?

    Answer a few questions to determine whether ICMI Contact Center Expo 2026 is the right investment for you

    QUESTION 1 OF 8

    What best describes your role in the contact center industry?

    Decision matrix

    Compare participation options side by side to choose the best fit for your objectives.

    visit

    Your organization has 50+ contact center seats, you are actively evaluating AI or workforce optimization solutions, and you have budget for a full conference pass plus travel

    Best for

    Contact center directors, CX managers, and operations leaders who need peer-led case studies, hands-on training, and direct access to contact center-specific technology vendors. Ideal for teams with 50+ seats evaluating AI, WFO, or omnichannel solutions

    Min. budget

    $2,500.00

    Timeline

    Register by October 25, 2026. Book hotel through the official Passkey room block 3–6 months in advance. Arrange flights to MCO 4–8 weeks ahead

    Risks

    Conference pass costs are not published publicly; budget uncertainty until you contact ICMI registration

    The Gaylord Palms room block sells out; off-site hotels require daily driving or rideshare to the venue

    International attendees may face long visa appointment wait times and additional $250 Visa Integrity Fee

    Late October falls within Atlantic hurricane season, though direct impacts are uncommon

    exhibit

    You sell contact center-specific technology or services, you can staff a booth with trained sales engineers, and you have a clear lead-generation or brand-awareness objective

    Best for

    Contact center technology vendors, CCaaS platforms, IVR providers, CRM integrators, WFO and quality assurance automation companies, and conversational AI vendors targeting mid-market and enterprise buyers

    Timeline

    Contact ICMI sales at ICMISales@informa.com as early as possible. Booth and sponsorship pricing is not published publicly and is only available through the sales team. Plan for a 6–12 month lead time for booth design, shipping, and staff travel

    Risks

    Booth pricing is not published; budget approval may require direct negotiation with ICMI sales

    The 2026 edition anticipates 35+ exhibitors, so competition for attendee attention is concentrated

    Lead capture requires the Informa Connect Tech Events App; exhibitors must register booth staff through the exhibitor portal

    Show floor hours are limited: Tuesday 5–7 PM, Wednesday 1–5 PM, Thursday 1–4 PM

    skip

    Your role, budget, or organization size does not align with the event's trade-only focus, or you are not actively evaluating contact center solutions

    Best for

    Professionals outside the contact center industry, organizations with fewer than 10 contact center seats, teams with no budget for travel or conference passes, and vendors whose solutions are not specific to contact center operations

    Timeline

    No action needed. If you want a low-risk introduction, the free Expo Hall Only Pass requires online registration before October 25, 2026

    Risks

    The event is trade-only; non-qualified buyers may be denied access to conference pass pricing

    All attendees must be 18 years or older and qualify as buyers of contact center technology or services

    Travel to Orlando in late October may be expensive due to overlapping tourism season

    Book with

    Partners

    Convention Housing Partners (CHP)

    Official Hotel & Housing Provider

    Convention Housing Partners has been designated the official hotel provider for ICMI Contact Center Expo 2026. The event's room block and hotel reservations are managed through CHP via Passkey. Attendees are advised to book through the official channel to access special rates and protections

    Visit partner Confidence: confirmed

    Official hotel provider designated by ICMI; bookings managed through Passkey reservation system

    Gaylord Palms Resort & Convention Center

    Host Venue

    The Gaylord Palms Resort & Convention Center in Kissimmee, FL serves as the host venue for ICMI Contact Center Expo 2026, providing all conference facilities, Expo Hall space, and on-site accommodations

    Visit partner Confidence: confirmed

    Confirmed as the 2026 host venue on the official ICMI event site

    Recommended providers

    Hotels

    Convention Housing Partners (CHP)

    Convention Housing Partners (CHP) is the only hotel provider endorsed by ICMI's Contact Center Expo 2026. Special room rates and discounts are available exclusively through the official ICMI Contact Center Expo 2026 room block, managed via the Passkey reservation system. ICMI warns that exhibitors and attendees are sometimes subjected to improper solicitation from unaffiliated hotels or third-party housing agencies, and that bookings made through unauthorized providers are not protected by event management. Attendees should book through the official Passkey link or contact CHP directly

    Gallery

    Photos

    Redial BPO team at ICMI Contact Center Expo 2025 in Orlando, FL
    Redial BPO team at ICMI Contact Center Expo 2025 in Orlando, FL

    FAQs & glossary

    Answers

    Frequently asked

    Glossary

    1
    CCaaS
    Cloud Contact Center as a Service; a category of cloud-delivered contact center platforms highlighted among the solutions providers exhibiting at the 2026 Expo
    2
    IVR
    Interactive Voice Response; a contact center technology category listed among the solution areas featured in the 2026 Expo Hall
    3
    WFM
    Workforce Management; the practice of scheduling and optimising agent capacity, covered under the Maximize Productivity and Operations track
    4
    WFO
    Workforce Optimization; tools for managing agent performance and quality, demonstrated live in the 2026 Expo Hall
    5
    CX
    Customer Experience; the discipline of managing end-to-end customer interactions, reflected in event tracks such as Revolutionize the Experience
    6
    ICMI Global Contact Center Awards
    ICMI's annual awards programme recognising frontline workers, managers, and teams that deliver excellent customer and employee experience; celebrated during the 2026 Expo

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    Sources

    81

    References

    40

    Publishers

    0

    Date checked

    1

    ICMI by Informa

    2

    Marriott International

    3

    Informa Connect

    4

    Gaylord Palms

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