Pisano Academy - Keep the Tab Open #6: CX is for Reducing Complaints

Welcome to the Sixth issue of 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 topics. 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 Academy’s Lesson:

Pisano Welcomes Sodexo BRS Turkey to Provide Better Customer Experience?

The Turkish branch of Sodexo Benefits and Reward Services, believes that employee satisfaction is the basis of companies' performance and aims to improve the living standards of employees and increase their motivation. To achieve this goal, customer satisfaction and customer loyalty are inevitable targets. This is why Sodexo started its journey to improve customer experience and obtain the long-term loyalty of its customers. This is where Pisano came to help the business.?

Check out this article from Pisano Academy to learn more about the story of Sodexo and Pisano on the path leading to customer satisfaction and beyond.?

Experience Word to Learn:

Survey?

A survey is a research method comprised of a questionnaire to gather data from a set of respondents efficiently. Surveys play a critical role in measuring customer experience. To achieve desired results, it is crucial to ask the right questions to the right people through the right channel.?

Learn more about Experience Management terms on Pisano Glossary. ?

Pisano Diaries:

Jetpack Compose Guideline Series – 6?

In this post of the series created by the Pisano Engineering team, we will switch from the UI to making it functional. To make any app functional, you need to know how to manage the state. We will be able to process the previously described State idea in greater depth and then print the inputs we received from the user. Eventually, the user can add and edit text on the screen.?

What to See:

The SERVICE in Customer Service?

Customer service is not about the customer always being right. It is about the customer’s feeling being heard. If we truly serve our customers with respect, we will cultivate loyalty that lasts.?

Watch Simon Sinek, the author of multiple best-selling books, defining service in customer service.?

Watch the Video?

What to Read:

How Digital Voice Technology Is Changing Customer Service?

Whereas most people do not like using interactive voice response (IVR) technology ("For English, press 1. For Spanish, press 2."), finding them to be annoying, time-consuming and unhelpful, today's AI-driven voice applications are changing customer service and call centers. Natural language processing (NLP) and conversational AI are often combined with machine learning and natural language understanding (NLU) to create sophisticated applications that enable machines to communicate with human beings in a natural, conversational manner.??

Check out this article from CMSWIRE for some enlightening information about AI-driven voice technology and how it can help customer service.?

What’s Going on Outside of CX Planet? ?

Webb Space Telescope Turns Its Eye on the Chaotic Cartwheel Galaxy??

Webb has wowed us several times now with its earliest images of the universe, including new views of Jupiter. This fresh shot features striking pinks, red-oranges, and dull blues. The Cartwheel Galaxy is what is known as a ring galaxy and is located in the Sculptor constellation. NASA says that, unlike the common spiral galaxies that litter our universe, ring galaxies are a much rarer sight.?

Check out this article from Gizmodo to see the latest image from the observatory, a gorgeous portrait of the Cartwheel Galaxy, a dazzling object 500 million light-years away that formed from the high-speed collision of two galaxies.?