When this year’s Customer Service Week began in early October, it happened to coincide with the International Customer Management Institute’s (ICMI) weeklong Annual Contact Center Exhibition (ACCE), the self-proclaimed “global gathering of the contact center community.” Veterans of prior ACCE events may have noticed a new addition to the conference scene, a result of which came out of a desire to “really showcase the positive customer experience,” says Ruthann Fisher, executive vice president and global brand director of the ICMI. How? During a particular marketing brainstorm session, one idea took hold—a video contest.
 
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