ICMI Announces Additional Keynotes from Salesforce & Quicken Inc. for Contact Center Expo & Conference

COLORADO SPRINGS, Colo., April 21, 2016 /PRNewswire/ — The International Customer Management Institute (ICMI) today adds two new speakers to its keynote lineup for the Contact Center Expo & Conference taking place next month. Industry leaders Keith Pearce, Vice President Service Cloud Product Marketing for Salesforce and Ian Roberts, Care Operations and Technology Leader at Quicken Inc. will offer presentations packed with actionable advice for customer management professionals to differentiate their businesses – from leading with service to migrating to the cloud.

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

This year’s keynote program offers a progressive set of professionals who have a varied range of experiences and valuable insight to share. Each will reflect on lessons learned to inspire attendees, kick-starting the conference each morning with energetic and educational presentations on both Wednesday, May 11 and Thursday, May 12. The two new keynote sessions include:

Leading With Service To Create Strategic Business Differentiation For Your Company

Keith Pearce, Vice President Service Cloud Product Marketing, Salesforce

Keith brings with him 20 years of cloud and software sales and marketing experience. Prior to Salesforce, Keith served as Vice President of Corporate Marketing at Genesys where he helped in a 54 percent 3-year growth. Keith will pull from his long list of experiences to educate attendees on how they can create and capitalize on strategic business differentiation for their companies.

Quicken’s Move From a Legacy System to the Cloud

Ian Roberts, Care Operations and Technology Leader at Quicken Inc.

Ian is a contact center professional with over 17 years of experience at AOL, Intuit, and Quicken Inc.  He has served in senior leadership roles and currently leads Care Operations & Technology for Quicken Inc. In his keynote, attendees will learn how newly-divested Quicken broke away from 30 years of entangled corporate architecture to bring cutting-edge cloud services into their contact center. By using their independence to leverage next-generation technology, they are solving more problems and bringing better service to their customers than ever before.

“These additions to our keynote lineup strengthen and complement the full program, by adding industry authorities on both the technical and strategic leadership sides,” said Patty Caron, Event Director. “Both of these professionals will offer exceptional insight for professionals to learn from and implement upon returning to their contact centers.”

Both speakers will be featured in addition to the event’s previously announced keynotes:

Justin Robbins, Community Director, ICMI
Brad Cleveland, Senior Advisor & Co-Founder, ICMI
Scott McKain, Business Leader and Best-Selling Author
Lu Battaglieri, SVP, Chief Public Affairs Officer and Chief of Operations, Delta Dental