Pisano Academy - Keep the Tab Open #31

Welcome to the thirty-first 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.

Crafting a Winning Customer Experience Strategy: A Step-by-Step Guide

In today's highly competitive business landscape, organizations across industries recognize the pivotal role of customer experience in driving revenue and success. Most of the companies around the world have already begun their journey of improving their CX. But what is the first step to ensure a successful customer experience? Where should a business begin?

The answer is simply a well-defined customer experience strategy. A comprehensive CX strategy is vital to gain a competitive edge as it lays the foundation for building enduring customer relationships, enhancing brand loyalty, and fostering business growth.

?In this article from Pisano Academy, we will provide a step-to-step guide to developing a winning CX strategy.

Engagement Categories

Grouping the employees based on their feelings towards the job and the employer, according to the results of the Engagement Survey.

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

Middle Managers are the Heart of Your Company

Do you believe any or all of the following statements? Does your boss, or your boss’s boss?

• The only way someone at a company can truly advance is to be promoted out of their current role.
• The importance of someone’s job can be measured by how many people are underneath their box on the org chart.
• The more senior the role, the more the person in it should be paid and rewarded.
• Outstanding individual contributors should be rewarded with management roles.
• Anyone who stays in a middle-management role for a long time must not be very good.

Even if you try to consciously reject these ideas, they can be hard to push away. That’s because they are woven into the very fabric of the corporate world. They are stubborn relics of an era when workplaces essentially stayed the same for years at a time and when a hierarchical management model helped ensure productivity.

Check out this article from McKinsey to learn more about the importance of middle managers.

?What is the Employee Life Cycle?

An employee's life cycle relates to the worker’s own professional journey that follows a designated pattern of work.

Getting a better understanding of the concept will help you find and integrate the right employees into your organization. And, help them navigate the course of their career without damaging the company’s productivity and future. This will make for greater employee engagement and a longer employee life cycle.

Driving Customer Experience With Data: Identifying & Harnessing 'Moments That Matter'

The term “moments that matter'' has been used to describe specific impactful steps along a customer journey within the CX world for years. But, how do you know if these moments actually matter? And what they matter to? What value does improving these moments provide to the customer, to the business, and to the employees? This article will delve into the importance of driving customer experience with data.

By driving customer experience with data, we can focus on moments that matter most to customers. We can create a framework to measure across all aspects of success. This allows teams to not only have visibility into granular metrics like page loads and bounce rates but also how a swath of minor improvements ladder up to broader metrics like conversion rates, CSAT scores, etc. which in turn should be mapped directly to topline business objectives.

Check out this article from CMSWire to gain more insights about data-driven customer experience.

Christopher Nolan Wants Oppenheimer to be a Cautionary Tale for Silicon Valley

Around the time J. Robert Oppenheimer learned that Hiroshima had been struck (alongside everyone else in the world), he began to have profound regrets about his role in the creation of that bomb.

At one point, when meeting President Harry S. Truman, Oppenheimer wept and expressed that regret. Truman called him a crybaby and said he never wanted to see him again. And Christopher Nolan is hoping that when Silicon Valley audiences of his film Oppenheimer (out July 21st) see his interpretation of all those events, they’ll see something of themselves there, too.

Read this article from the Verge to learn more about Nolan's ideas about the future of AI.