Coffee And Customer Service: Reflections From #CCExpo14

We had the privilege of attending the ICMI Contact Center Expo and Conference this week and had a fantastic experience.  In this hangout, we talk about some of our reflections from the event as we begin to process all that we have learned.

During the hangout, we mentioned the book “The Effortless Experience” by Matthew Dixon.  You will definitely hear more in the coming days about that book as it has skyrocketed to the top of our reading list.

Did you attend the conference?  Please do share some of your favorite takeaways and aha moments with us.  In the meantime, enjoy the hangout and have a fantastic Friday!



Jeremy Watkin is the Director of Customer Experience at FCR, the premiere provider of outsourced call center and business process solutions. He has more than 17 years of experience as a customer service and experience professional. He is co-founder of the Customer Service Life blog and a regular contributor. Jeremy has been recognized many times for his thought leadership. Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.


Leave a Reply

Your email address will not be published. Required fields are marked *