ACCE Insider: The Top 5 Things I Learned at ACCE 2013


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It is hard to believe that ACCE celebrated its 10th Anniversary this year. I’ve had the honor of speaking nine of those ten years. ICMI is an obvious industry leader—and this year was one of the best ever.

ICMI asked me to share the top 5 things I learned this year, so here’s my list.


  1. The contact center and customer experience industry has a great new buzz in 2013.
    While speaking at one of the “expert” sessions on the tradeshow floor, someone asked me, “What is the number one thing you will take away from ACCE this year?”

    As I listened to the noise of so many people in the same room—all seeking to better solve customer problems—my answer was easy. My top takeaway is the continued buzz of our industry. Whether I was checking out new vendors with “perfect solutions” or listening to global leaders of service and sales centers in conversation, it was amazing to see the potential for the future. The show floor was packed with excitement about cloud technology and new employee/customer engagement applications. I just don’t see our industry running out of the “next big thing.” Just think about the progression over the 10 years since the first show: email, quality management, chat, speech analytics, workforce management, CRM, CEM, cloud computing….and the list will go on! 

  2. Social media really does matter!
    While at the show, a colleague reminded me that in 2006 we first spoke about the future impact of social media on the contact center world. I remember, in a room with more than 75 people, only two companies were already engaged with social. In my session on Friday, more than 60% of those attending said their company was already engaged with their customers via social. How cool is that? It is not too late for your company to do the same. With the right technology like Salesforce Marketing Cloud and the amazing connectivity to the Service Cloud, you can listen and respond in a whole new way.


Republished with author's permission from original post.

Bob Furniss
Bob Furniss' career has focused on improving customer experiences. As the Director of Bluewolf's Service Cloud practice, Bob leads a team of consultants who works with clients in three key areas: Salesforce Service Cloud strategy/implementation; Social Media strategy and implementation in the contact center; and creating vision blueprints to help companies set a new course for their contact centers in the areas of people and technology. Follow him on Twitter


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