Dan Miller of Opus Research recently wrote a really interesting report on "conversational access technology," which he defines as "speech, real-time communications and service-oriented architectures." I thought his analysis and his conclusions were pretty enlightening. The report is called CAT 2007: Simplifying Search, Service Delivery and Customer Care.

I found a nice illustration of Keith's super-empowered angry customer idea in the whole JetBlue debacle. After sitting in an airplane that was frozen to the runway at JFK on Valentine's Day for 11 hours, angry customer Genevieve started the blog JetBlue Hostage.

She writes:

Obviously I had a bad experience on with Jetblue, compounded by the many elements like my desire to go home, see my family and have a romantic first Valentine’s Day with Charlie. I started this blog because I needed to do SOMETHING.

I'm looking for other hostages of Jet Blue. I don't feel that a round trip ticket is enough compensation for people who were held hostage for 11 hours. I don't believe that 11 hour hostages should be treated the same as 3 hour hostages. I don't believe they apologized enough. I believe in the power of the people and power in numbers.

Ever wonder what the guy who does your job in the call center across the street is making?