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 a Product Marketing Manager at 8x8. He has more than 19 years of experience as a customer service professional leading high performing teams in the contact center. Jeremy has been recognized numerous times as a thought leader for his writing and speaking on a variety of topics including quality management, outsourcing, customer experience, contact center technology, and more. When not working you can typically find him spending quality time with his wife Alicia and their three boys, running with his dog, or dreaming of native trout rising for a size 16 elk hair caddis. Be sure to connect with him on Twitter and LinkedIn.


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