Pisano Academy - Keep the Tab Open #70
Welcome to the seventieth 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 Customer Experience, Employee Experience, and the voice of the 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.
How to Increase Your CES
Ever been in a situation where getting help feels harder than the problem? Maybe you’ve had to dig through FAQs, repeat your issue to multiple agents, or wait days for a simple resolution.
When interactions require too much effort, frustration takes over, and loyalty fades. That’s why understanding and improving Customer Effort Score (CES) matters. A seamless experience doesn’t just keep customers happy—it keeps them coming back.
So, how do you measure effort and more importantly, reduce it? Let’s discover together.
CX Word of the Day
Outage Duration
Refers to a period of time that a system fails to provide or perform its primary function. Network cuts in the telecom sector and power cuts in the energy sector are operational issues that directly affect the customer experience. It is important to inform customers before any interruption (Planned interruption) and to share the estimated interruption time with customers in case of interruption due to a malfunction (Unplanned interruption). Downtime is an operational KPI (Key Performance Indicator) that customer experience teams should follow, given the strong impact on the customer experience.
Stop Building AI Without Customer Feedback
AI-powered chatbots and virtual assistants are meant to enhance customer experiences, but when they miss the mark, they can feel intrusive, confusing, or downright frustrating.
This often happens when AI is built in isolation—without real customer input. The most effective AI solutions aren’t just designed for users; they’re designed with them.
So how can businesses create AI that truly solves problems and builds trust? Let’s discover together.
领英推荐
Employee Detachment Threatens Customer Satisfaction
Employee engagement and connection to the mission of their organization are critical for success, yet many employees are increasingly feeling disconnected from the products and services they help create.
This growing detachment not only impacts internal dynamics but also has a direct effect on customer satisfaction and organizational performance. However, organizations that focus on putting customers at the center of their strategy—by listening to feedback, supporting team discussions, and embracing new technologies—can turn this trend around.
Ready to explore how? Let’s discover together.
EX Word of the Day
Expectation Alignment
An honest exchange of information between the candidate and the employer during the recruitment phase to discuss the expectations of both sides with full transparency to clarify and come to an agreement on matters such as the way of doing business, the nature of the job, the culture of the organization, etc.
Why Convenience Wins: The Secret to Customer Loyalty & Profitable Products
We all love when things just work—no hassle, no extra steps, just seamless ease. Whether it’s unlocking a car without fishing for keys or grabbing pre-cut fruit at the store, convenience has become more than a luxury; it’s an expectation.
And as customers, we’re willing to pay for it. But what happens when that convenience isn’t just in the experience—but built right into the product itself? Today, we’re diving into how frictionless design can turn great products into irresistible ones. Let’s discover together.
Scientists Just Discovered That Exercise Instantly Improves Your Memory
We all want to learn faster, remember more, and make the most of what we take in. But what if the key to a sharper mind isn’t just about how you study—but also when you move?
Science suggests that exercise isn’t just good for your body; it’s a powerful tool for boosting memory and cognitive function.
The best part? You don’t need to be a marathon runner to reap the benefits. Whether it’s a quick jog before a meeting or a short workout after a deep-focus session, timing your exercise right can make a real difference.