The future of Customer Experience is being shaped by leaders who prioritize people, purpose, and performance. At ICMI Contact Center Expo 2025 in Orlando, Instant Teams demonstrated how mission-aligned, onshore CX solutions powered by military spouse talent are redefining what high-performing support teams can look like. This year’s presence at ICMI was more than an industry showcase, it was a commitment to leading with impact.
CX for Good: Turning Empathy Into Action
A defining moment of the week was the “CX for Good: Military Edition” activation. In partnership with Operation Gratitude and Informa, Instant Teams invited attendees to move beyond conversation and participate in hands-on impact.
CX leaders from across the country joined together to pack 500 care kits for military spouses, a powerful reminder that operational excellence and community engagement can coexist meaningfully.
These kits, supported by partners like American Licorice Company, Alani Nutrition, Maurices, Thayers, CeraVe, and 3M, were filled with items curated by Operation Gratitude to uplift and honor the resilience of military families. The activation bridged the gap between business and purpose, reinforcing the belief that CX is strongest when empathy is put into action.
Instant Teams’ CXO on the Power of Empathy
Building on the theme of human-centered leadership, Instant Teams’ Co-Founder and CXO, Erica McMannes, led a session on empathy-driven leadership at ICMI that deeply resonated with attendees. Erica challenged CX leaders to move away from the outdated notion of “soft skills” and instead recognize the value of durable skills, the resilient, transferable human abilities that drive connection, communication, and performance.
She emphasized that empathy is not optional in modern CX; it is a measurable business driver that strengthens trust, enhances team performance, and elevates customer outcomes. Her message reinforced what Instant Teams demonstrates daily: the durable skills inherent to military spouse talent are the very skills shaping the future of onshore CX.
Celebrating Excellence: Highlighting the Military Spouse Advantage
Instant Teams was also proud to celebrate one of its own: Lacey Nowlin, Customer Success Supervisor, who was named a finalist for the 2025 ICMI Global Contact Center Award.
Lacey represents the very best of military spouse talent, adaptability, high-character service, problem-solving, and unwavering commitment to customers. Her recognition underscores a core truth within Instant Teams’ mission: Military spouses deliver exceptional, consistent, and high-performing CX. Their unique strengths are not only valuable, they are a competitive advantage.
CX for Good as a Business Model
For Instant Teams, “CX for Good” is more than an activation; it is an operating philosophy. The organization builds onshore CX teams that deliver with purpose, consistency, and excellence, powered entirely by the military spouse community. Through flexible, scalable, and values-aligned service models, Instant Teams helps brands strengthen customer trust, achieve operational stability, and scale intelligently.
Instant Teams delivers this impact through three core offerings:
1. Onshore BPO (Outsourcing)
Custom, high-retention CX teams built and managed entirely by Instant Teams, offering fast, stable, and flexible onshore support.
2. Instant Teams Job Board
A direct-access hiring platform connecting companies to an engaged pool of military spouse talent through a self-service model.
3. Brand Activation
Strategic partnerships and community-centered campaigns that connect consumer brands with the military spouse community through meaningful engagement.
Together, these integrated solutions enable companies to elevate their customer experience while contributing to economic stability and career continuity for military families.
A Call to Forward-Thinking CX Leaders
Leaders seeking high-quality, stable, onshore BPO solutions, or teams built with durable, purpose-driven talent, are invited to connect with Instant Teams.
By partnering with a mission-driven onshore provider, brands gain more than a CX team, they gain a long-term, values-aligned partner committed to delivering exceptional service and measurable impact.
Instant Teams will continue building CX for Good, one team, one partnership, and one community activation at a time.
