Shai, of course, is widely followed on his Customer Service Blog, which you can find on the company's website (and often on Twitter), and that's where you can find the replay of our roundtable. I'm one of the analysts, along with Dave Michels and Dan Miller, and we had no shortage of things to talk about.
To make life easier, Fonolo has broken things up into shorter segments, based on specific topics, so feel free to graze as we cover things like social media, mobility, virtual queuing, the cloud, IVR, etc. I found Google Hangouts easy to use and the results turned out pretty well.
The clips were just posted today, and here's the link. So, have fun, and if the mood strikes, pass it around and let us know what you think. What else would you like to see us cover next time around?
Also, when you're done, you can download Fonolo's free short report, Top 10 Customer Service Trends for 2013.