At Instant Teams, everything we build starts with you, the military spouse community. At ICMI Contact Center Expo 2025 in Orlando, we didn’t just show up as a CX industry leader. We showed up as your advocate, your amplifier, and your proof point that military spouses are shaping the future of customer experience across the country! And it’s the BEST job we could ask for.
This year wasn’t about showcasing what we do.
It was about showing who we do it for and how deeply we integrate community, connection, and purpose into every corner of CX.
CX for Good: Turning Empathy Into Action
One of the standout moments of the week was our “CX for Good: Military Edition” activation. Instead of simply talking about impact, we invited people to roll up their sleeves and be part of it.
Together with Operation Gratitude and Informa, hundreds of CX leaders helped pack 500 care kits for military spouses that hit the road for MacDill AFB the next morning. The kits were filled with thoughtful items from partners like American Licorice Company, Alani Nutrition, Maurices, CeraVe, Thayers, and 3M.
Every kit was crafted to uplift, support, and remind spouses that the broader CX industry sees and values their resilience.
Empathy at the Center: A Message from Instant Teams’ CXO, Erica McMannes
Erica McMannes, our Co-Founder and Chief Experience Officer (and fellow military spouse), led a session on empathy-driven leadership that resonated deeply with attendees.
Her message was clear:
Empathy isn’t a soft skill—it’s a durable skill.
A military spouse skill.
A game-changing skill.
She shared what many of us already know from lived experience: military spouses bring resilience, communication, adaptability, and emotional intelligence to every job, every team, and every customer interaction. And the industry is finally waking up to what our community has known for years: you can’t build the future of CX without the durable skills military spouses embody every day.
Celebrating Community Excellence
A highlight of the week? Celebrating one of our own.
Our incredible Customer Success Supervisor (and military spouse), Lacey Nowlin, was named a finalist for the 2025 ICMI Global Contact Center Award.
Lacey represents everything military spouse professionals offer:
– adaptability
– service
– problem-solving
– grace under pressure
– and unmatched customer dedication
Her recognition is more than an individual achievement, it’s a spotlight on what our entire community brings to the table.
CX for Good Is More Than an Initiative—It’s How We Operate
While we serve companies across the country, our mission always leads with opportunities, economic stability, and career continuity for the military community.
Here’s how Instant Teams keeps the community at the center:
1. Onshore BPO Teams
We build remote CX teams powered by military spouses, creating flexible work opportunities that move with you.
2. Instant Teams Job Board
Our marketplace connects you to jobs designed with mobility, flexibility, and military life in mind and brands dedicated to hiring from within the community.
3. Brand Activations
From care-kit drives to community events, we activate brands in ways that directly support and celebrate military families.
Every part of our business is centered around creating meaningful, lasting impact for the community we proudly serve.
A Community-Powered Movement
CX leaders aren’t the only ones shaping the future of customer experience—you are.
Whether it’s meaningful work, community experiences, or ways to stay connected to your strengths, Instant Teams is here to make sure you’re supported every step of the way.
Together, we’re building CX for Good—one spouse, one team, one activation, and one opportunity at a time.
