Pisano Academy - Keep the Tab Open #24

Welcome to the twenty-fourth issue of the Pisano LinkedIn Newsletter! Stay tuned with us as we provide fresh news and information from the experience management world every other week, right here on LinkedIn!?

We will focus on different topics, mainly on Customer Experience as well as Employee Experience and the Voice of Customer. Of course, this newsletter is not limited to Experience Management only, as you will find inspirational resources that are outside the loop but will be helpful to you professionally.?

We will share insights from Pisano Academy as well as our guest writers, who will contribute with their knowledge.

Pisano News: What is Employee Experience and Why is it Important??

Time flies fast. In the course of time, the end of the month comes without realizing when the day, the week begins and ends. In the corporate calendars that we manage the year by dividing it into quarters, the meetings where we start to talk about the goals of the first quarter are replaced quickly by half-year performance talks and then we are surprised when we realize that the end of the year has already come. Employee experience is a guideline to provide a meaningful working experience for the employee in the powerful flow of time.?

Time passes quickly. We make many big and small decisions in our usual daily pace, which we spend ignoring the cruel speed of time. Moreover, while making many of these decisions, we are like passengers who rely on the mercy of the autopilot, not at the wheel of our lives, but immersed in the scenery on the other side of the window while sitting in the backseat. Is it really so??

Read Or?un Irfan’s fantastic introduction to EX?here.?

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Experience Word to Learn: Return on Investment?

Return on investment is the ratio between net profit and cost of investment. When calculating the ROI for customer experience, earnings from cost reduction should also be considered.?

Learn more about Customer Experience terms on Pisano CX Glossary. ?

What to Read: Where to Start Employee Experience in 2023?

As we progress into 2023, organizations are seeking ways to attract, retain, and engage their employees in an uncertain and turbulent world. While focusing on employee experience is easy when everything is going well, it is more challenging and crucial when it is not.?

Check out this article from The Future Organization to find out more about the five steps organizations can begin with to make employee experience a priority in 2023.?

What to See: The Biggest Issue with AI

Eric Schmidt, former Google CEO and chairman, joins 'Squawk Box' to discuss the future of AI, and the risks and rewards associated with the transformative technology.?

What Else to Read:?Avoid Extreme Customer Journey for Better CX?

There is no "right" way to design a customer experience. Although a positive CX is the ultimate goal, every business has a different approach; many teams lean on design thinking while others may use systems thinking or transition design.?

However, a common thread amongst these practices is the importance of clarifying end user(s), who will ultimately be the star of the customer journey. When teams design experiences, they must craft them around the needs of the customer. End user clarification often means developing a persona — or fictional character — who embodies the attitudes and characteristics most prevalent in the target user group and then designing a journey around that context.?

Check out this article from CMSWire to read more about the design for the right users.?

What’s Going on Outside of CX Planet?

When rainwater falls, it soaks down into an aquifer, a layer of porous rock or loose materials like sand or gravel. For thousands of years, humans have been digging into these bands of liquid to bring up drinking water. But interest is growing in another clever use for these subterranean pools: aquifer thermal energy storage, or ATES.

Check out this article from Wired to read more about aquifer thermal energy storage that can use groundwater to heat and cool buildings.?