Events
Connect with subject matter experts of the contact center industry and hone your skills by meeting them live or virtually! Here are the upcoming events, webinars, and conferences the Etech team is organizing and participating in.
ICMI’s Contact Center Expo: A Digital Experience
April 8, 2026
Contact center leaders spent $2.1B on AI tools last year. A significant portion of that investment is actively degrading productivity because organizations lack a clear framework to evaluate where AI truly adds value versus where it introduces friction. This session cuts through vendor promises to highlight which operational functions benefit from AI, which do not, and how to measure the difference before making your next investment.Etech’s Session: Half Your AI Budget is Going to Tools That Make Your Agents Slower
Etech’s Session Led by:- Jim Iyoob, President, ETS Labs | Chief Revenue Officer, Etech
- Shawndra Tobias, Chief Data Strategy Officer, Etech
- Manu Dwievedi, Sr. Director, Etech | AVP, ETSLabs
- A decision framework to evaluate AI tools across contact center functions
- Implementation patterns for agent-assist tools that improve productivity without added cognitive load
- Methods to measure AI effectiveness based on productivity outcomes—not just adoption
- Common deployment failures and how to avoid them
- Change management strategies that build agent trust in AI workflows
Call Center Campus
May 17–20, 2026
Location: The Wigwam Resort, Arizona
In today’s rapidly evolving contact center landscape, continuous learning is the key to leadership excellence. The Call Center Campus Symposium offers a hands-on environment where attendees can gain new skills, reflect critically on their operations, and learn from peers and industry experts tackling similar challenges. Join Etech Global Services at the Call Center Campus Symposium 2026, where leaders and innovators come together to advance best practices, enhance leadership skills, and redefine customer experience excellence. Keynote: Prickly Truths: Leadership readiness in the age of AI Etech’s Session Led by:- Jim Iyoob, President, ETS Labs | Chief Revenue Officer, Etech
- Melissa Wood, Dean of Global Leadership Development, Etech Global Services
- Hands-On Learning: Participate in dynamic sessions led by Experts and industry thought leaders to strengthen your operational and leadership capabilities.
- Actionable Insights: Learn how to apply practical strategies that boost agent engagement, optimize performance, and drive exceptional customer outcomes.
- Peer Networking: Engage with professionals across industries who are raising the bar for call center excellence and share experiences that inspire growth.
CCW Las Vegas 2026
June 22–25, 2026
Location: Caesars Forum, Las Vegas
Join Etech Global Services at Customer Contact Week Las Vegas 2026 — the world’s largest customer contact event bringing together thousands of CX leaders, innovators, and solution providers. Discover how Etech’s people-first, tech-enabled solutions are transforming the customer experience landscape.Etech’s Workshop: What Happens in QA Shouldn't Stay in QA: From Insights to Impact with QEval™ | Tuesday, June 23 | 11:00 AM – 12:30 PM
Key Takeaways- Understand why relying on fragmented or limited quality data undermines contact center performance — and how scaling what gets measured is the first step to managing what actually matters.
- See how one client used the QEval™ approach to reduce churn and improve CSAT, moving from disconnected QA insights to measurable business outcomes.
- Learn why most AI implementations stall at the change management layer — and walk away with a framework that works in live contact center environments.
- Receive a 25-Point AI Vendor Assessment Checklist covering the right questions to ask, the answers that indicate fit, and the warning signs that warrant walking away.
- One attendee will be selected to receive a complimentary AI Overview of their own contact center data, conducted by Etech and ETS Labs.
- Jim Iyoob, Chief Revenue Officer, Etech | President, ETSLabs
- Manu Dwievedi, Sr. Director, Etech Global Services | AVP, ETSLabs
- John Clark, Sr. Director of Technical Customer Care | Cox Automotive
Customer Connect Expo 2026
September 9-10, 2026
Location: Georgia World Congress Center
We are excited to announce that Etech Global Services will be attending Customer Connect Expo 2026—one of the industry’s leading platforms for customer experience and contact-center innovation. Etech Speakers:- Jim Iyoob, President, ETS Labs | Chief Revenue Officer, Etech
- Manu Dwievedi, Sr. Director, Etech Global Services | AVP, ETS Labs
- Scott Thomas, Associate Vice President, Client Support at Cox Automotive Inc.
- Discover the latest innovations and technologies shaping the future of customer engagement.
- Connect with CX leaders, vendors, and decision-makers across automotive, retail, banking, healthcare, hospitality, and more.
- Gain actionable insights into digital transformation, contact-center excellence, and customer experience strategies that align with Etech’s people-first leadership approach.
Past Events
2025
CX Innovation Summit
CCW Executive Exchange 2025
2024
ACCA Annual Fall Symposium/XPO – Austin
CX Innovation Summit 2024 – Naples, Florida
2023
Customer Contact Week Austin
AI in CX: Debunking Myths and Driving Revenue
2022
From Resignation to Retention: The Power of Data Analytics
Data Driven Humans: The Synergy of Culture & Data
2021
Reshaping Customer and Agent Experience with Integrated Speech Analytics
Building the Future of Contact Center ‘Quality Monitoring’ with an Integrated Coaching Program
2020
The Art of the Possible with Speech Analytics: What to Consider When Architecting a Next Generation Technology Stack
PACE ACX Virtual 2020
2019
CX Architecture – Using Agent Insights to Design a Remarkable Experience
CX Architecture: 5 Steps To Transform Your Customer Insights
2018
Professor Customer: Empower Your Customers to Teach You CX Delivery they Deserve
