Lane will be giving the keynote speech tomorrow at the ICMI ACCE convention. Whew. That’s a lot of acronyms.
If you’re not familiar with those letters, that’s the International Customer Management Institute and the Annual Call Center Expo. As you might expect, this is a group of people who’ve witnessed big changes to the call center industry. The Internet sure does change things quickly, doesn’t it?
To reflect and respond to this rapid pace of change, the convention’s theme is “Thinking Forward – The Power of the Customer Experience.” And, they’ve asked Lane to give the closing keynote speech, “The Age of Social Media: Customer Service Is the New Marketing.”
Go, Lane! And, if you’re going to be in Vegas tomorrow, go see Lane!
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