It's show time!
Yup, here it is. Several months of planning come to a head starting this afternoon, as Conversations 2007 officially gets underway. If you're in the customer care or mobile industry and you're not attending, then you don't know what you're missing!
But to possibly help you out, I will be here writing bits and pieces about the event and the content as it's presented. I'll also give a few sneak previews for folks in attendance who still want to check out the blog in real time as the conference unfolds. We've been here at the Boca Resort for a few days now and it's really a great facility for hosting an event of this magnitude.
So what are my recommendations for sessions to attend? Having personally looked at almost every presentation that'll be given within the four Care tracks, I can tell you that they're all top notch. But I do have favorites. On Monday, make sure to drop in on the industry forums after the keynotes -- they promise to be a good blend of industry presenters, panel Q&A, and open discussion. After lunch, if you're not familiar with the Care 2.0 story, definitely stop in for Lynda's presentation on "Becoming Care 2.0 Ready." At 2:15, there's a great technical story of how adding robust parsing can lead to surprising jumps in accuracy, given by Real Tremblay of Nuance R&D. At 3:15, I'll be hard pressed to choose between Aetna's discussion of their SpeakFreely implementation and Fidelity's discussion of "Selling Your Solution Inside and Out." Finally, the 4:15 breakout sessions are all full of great content -- I'm personally a fan of NaturallySpeaking in Contact Centers since I've been involved in putting the solution together, but Steve Springer's Five Guiding Principles for Delivering Exceptional Phone Service is a must-see presentation for anyone involved in the design of IVR user interfaces. I'm also looking forward to Brian's closing keynote about social media and tapping the power of the connected consumer -- given that I'm writing a blog, you might see why.
Watch this space, and attendees feel free to comment on your favorite sessions here.
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