One event or two?
Just this week we made some changes to the site's front page to help distinguish between Conversations and Conversations Mobile. This is always an interesting internal debate here -- do you separate these events or present them as a unified conference? Because the true answer is in between. The events share evening activities, solutions showcases, meals and networking activities, and most general sessions -- and for all intents and purposes, they are side-by-side tracks under one tent. More so since the Conversations Mobile side has grown from last year's single track affair. though it tends to have an audience with a focus on phone-based consumer services. Yet we don't want to apply that the concept of "mobility" is solely a subject for that audience -- mobility is a topic that's just as alive for those concerned with customer care. The two are becoming inseparable topics, as more and more people begin to use their mobile phones to call into contact centers.
Meanwhile, you may be saying, what the heck is that crazy "customer" triangle graphic with those green icons on it? I can tell you that it's showing up in a lot more of our slide decks recently. It represents a more accurate way of describing Nuance's role in the customer service world -- helping our clients support, understand, and communicate with their customers. I daresay that up to now people have tended to pigeonhole Nuance into a role as merely a technology provider for call centers -- the 'support' side of our business. But with some newer solutions and partnerships, and our own professional services team, we've become much more than that. We provide both interaction solutions to optimize the customer experience, and business intelligence that allows companies to get knowledge from these interactions with customers. Up until recently, most contact centers were viewed as a cost sink -- but increasingly they're viewed as a vital source of customer information. After all, that's how most customers talk back to a company!
Okay, I'm obviously getting too blah blah blah on this topic -- I don't want to bore you with corporate platitudes about "added value from Nuance," as much as I fervently believe them. Let's call this a good setup for future topics, because we're starting to lay out the preliminary agenda and map in topics like these solutions. As well as possible speakers nominated by the Call For Speakers process -- get those in by the end of July! And I'll write more about "support, understand, and communicate with" later this week.
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