Introduction Many business-critical software implementation projects are deemed to fail, often because users do not use the solution created. Inadequate software testing, especially user acceptance testing, is one of the key contributors to this failure. This failure costs organizations millions of dollars – so why does it keep happening? At the end of this session, you will understand how to conduct software user acceptance testing that leads to project success. What you will learn • How not to get burned by user acceptance testing failure • What user acceptance testing us (and is not) • Learn how to build a software user acceptance testing plan that will lead to successful user adoption Why Gill? Gill Walker has been working in software implementation and user success for nearly three decades. She has been part of hundreds of CRM projects, most recently focussed on Microsoft Dynamics 365. She is frequently called into rescue projects that have failed or are seen to be failing – Gill is known as the CRM ‘fix-it’ woman. Gill has been living and breathing CRM since the early 90’s. Her first experience was developing a solution for call tracking when working on a support desk that had nothing other than paper – and not much of that! Then she wrote a Microsoft Access solution which ran her training business. Her training expertise led to Gill being invited to lead the training team across Europe for Microsoft while they deployed Clarify and Siebel – before these solutions were swallowed by other vendors. This was followed by a few Clarify projects, which also brought her to Australia via Malaysia. Since 2002 she has dedicated herself to Microsoft Dynamics CRM and now Microsoft Dynamics 365. You will struggle to find anyone more passionate about CRM solutions, or experienced in CRM success than Gill.