Pisano Academy - Keep the Tab Open #27

Welcome to the twenty-seventh 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: The Future of Digital Customer Experience: Emerging Trends and Technologies

Digital customer experience (CX) has become a key focus for companies and a key component of their customer experience management efforts across industries, as more and more customers are turning to various digital channels to engage with brands. The COVID-19 pandemic has further accelerated the shift towards digital, and companies that were slow to adopt digital CX have had to quickly catch up or risk being left behind.?

Now and to meet the customers' rising expectations, companies are turning to emerge technologies to enhance their customer experience and leverage the CX barriers. It looks like there is no end to the ideas and tools on the table and it gets harder and harder to choose from them. ?

Check out this article from Pisano Academy, in which we will explore some of the most exciting trends and technologies shaping the future of digital CX and their impact on creating a better experience for customers.?

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Experience Word to Learn: Disengaged Employees?

Second in Gallup employee engagement categories. It is used to express employees who have lost their emotional bonds with their job and employer.?

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

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What to Read: Hyper-personalizing Compensation and Benefits: 5 Actions to Take?

Hyper-personalization is everywhere these days, and the workplace is no different.?

Today’s employees need to be recognized as individuals in order to thrive, do their best work, and remain engaged. And HR leaders understand that a one-size-fits-all approach to compensation and benefits does not best serve their people or the organization.?

Progressive employers are embracing an approach to benefits that’s hyper-personalized, leveraging rewards regarded as high value to their workforce.?

Check out this article from Achievers to learn more about this new trend in Employee Experience.?

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What to See: 3 Strategies to Increase Customer Satisfaction?

Alan Watts, one of the main interpreters of Zen Buddhism in the West, said earlier: "Normally, we do not so much look at things as overlooking them". This sums up the main problem with our business processes as well.?

We all know that if we want to get better at something, the first thing we must cultivate is the art of listening because listening develops the mind and gives you the new perspectives you need. It also benefits both the speaker and listener as feels heard, understood, and valued. At the end of the day, the best companies are always developed by listening to their customers. ?

Explore Ozkan Demir's advices on business processes and the story of Pisano with Gregorio's CX Goalkeeper Podcast.?

What Else to Read: Can Customers Tell You How to Run Your Business??

Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer-centric’ approach which puts the customer at the heart of everything a business does. While this seems like a great strategy, it actually delivers a somewhat narrow outlook. Why? Because it reduces the understanding of your customers to their relationship with your products alone. It dehumanises them, in a way.?

So, what would happen if you flipped this round? Not seeing customers in terms of their relationship to you, but truly seeing yourself through the eyes of the customer. What does it mean to put your business right at the heart of everything your customer does instead??

Check out this article from Customer Think to find answer to these critical questions.?

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What’s Going on Outside of CX Planet? ?

Apple has not yet made its big AI move, and technology reporters are divided as to whether it is on the cards. Although Siri utilises artificial intelligence and advanced machine learning to deliver answers to users, and AI is firmly embedded in Apple Maps and their many other products, a big new Apple invention seems to be missing among the AI announcements of Microsoft, Google and OpenAI.?

“Where is the iBot?” asked Bloomberg. “Can Apple keep up with the recent artificial intelligence surge?” said Screen Rant. “Hey Siri, is Apple letting another AI opportunity pass by?” joked MacWorld. Absolutely not, responds every Apple fan, quietly confident that the company will do what it does best when the time is right.?

Check out this article from Forbes about 6 predictions on how Apple will join the AI Business Race.?