This document discusses Lampiris' approach to conversation management and community building. It outlines how they have transitioned from individual customer responses to creating virtual communities and networking responses. It also discusses moving from communicating with customers to creating experiences for them and from hiding to transparency. Finally, it maps out several community cases Lampiris has developed on social media and through partnerships, including a Facebook page, cocreation groups, campaigns, an internal network, producers, and more. It indicates they are still planning for an ultimate community.