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Author: Franz Malten Buemann
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“What’s the hard part?”
A useful way to get in sync.
“What’s the hard part” is a question that everyone on the team should be able to answer. But you won’t find out unless you ask the question.
You might discover that many people think the hard part is directly related to what they do all day. And you might discover that some people insist that the hard part has nothing to do with what they do all day–even if it does.
What is the difficult work that, if it went well, would transform the impact of this project? Where are the projects worth focusing on, the things that would be difficult to outsource in a productive way?
When we roll all of this up to the enterprise, it’s up to the CEO to be clear about what the hard part really is – the solvable problem that if it were solved would make a significant difference for the enterprise.
Almost all the cycles involved in creating and building something aren’t particularly difficult. They’re important, certainly, we can’t ride the bike unless it has wheels. But wheels aren’t hard to find and purchase at a fair price.
A team’s awareness and focus on the hard parts dramatically shifts the prospects for the project.
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Becoming a Salesforce Certified Technical Architect – Thoughts From 9 CTAs
CTA – three magical letters many in the Salesforce industry aspire to. Becoming a Salesforce Certified Technical Architect is a major milestone of a long journey for many Salesforce professionals; however, becoming a Salesforce Certified Technical Architect can seem an illusional goal. So far, only… Read More
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How Many Emails Should I Be Sending?
Finding the sweet spot when it comes to email marketing is as much about nailing frequency as it is about choosing the right days and times. Promotional emails should feel organic — and definitely not overly forced. If you send too many in too small of a time period, you risk coming off as overly…
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If ‘video’ or ‘e-commerce’ ring a bell, take a look at my last post
Been spending the last year analyzing the video-marketing industry while growing my company. 👉 I’m sharing my learnings today in this article. You’ll learn: – 3 video trends in 2021 – 7 video types for e-commerce – 5 tips to create your own videos Any feedback is appreciated! 🙏 Video for E-commerce: The Ultimate 2021 Guidehttps://www.vidjet.io/blog/video-for-e-commerce-the-ultimate-2021-guide
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FedEx Partners Up for Better CX
The lockdown has changed consumers shopping habits. Online purchasing is here to stay, and shipping companies found themselves in an urge to meet consumers needs and expectations. Now more than ever, businesses have to know their customer’s habits and attitudes, so they can provide enough opinions to meet home delivery needs. Consumers worldwide are looking…
The post FedEx Partners Up for Better CX appeared first on Customer Experience Magazine. -
Striking the Right Chord: 4 Tools for Mapping Content and Tone to Each Buyer Stage
Even the most beautiful music, if it’s played for the wrong audience, won’t resonate. A crowd that’s expecting to hear a concerto will probably walk out on you if you choose to perform a jazz standard instead. This same principle holds true for your sales and marketing content. If your content fails to strike the…
The post Striking the Right Chord: 4 Tools for Mapping Content and Tone to Each Buyer Stage appeared first on Benchmarkemail. -
UJET Adds PlanetOne to Rapidly Growing Channel Partner Program
PlanetOne becomes newest UJET Master Agent adding hundreds of new solution providers to the UJET Partner Network
SAN FRANCISCO, CA – April 8, 2021 08:00 AM Eastern Daylight Time
UJET Inc., the world’s first and only CCaaS 3.0 cloud contact center provider, is pleased to announce PlanetOne, the IT channel’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises, has joined the UJET Channel Partner Program.
“PlanetOne’s growing network of channel partners across the U.S., along with its focus on both the partner and customer experience, makes them an ideal master agent for UJET and our rapidly expanding channel partner program,” said Vasili Triant, Chief Operating Officer, at UJET.
As a new UJET Master Agent, PlanetOne will provide its agents and solution provider partners full access to UJET’s ultra-modern cloud contact center platform and features, including their unique approach to embeddable experience, enabling businesses to fully integrate support into their existing mobile and web experiences. Partners can also access the new UJET Virtual Agent, which provides proactive, conversational AI to empower both customers and contact center agents.
“We are excited to add UJET’s CCaaS 3.0 to PlanetOne’s growing technology portfolio. UJET’s technology is proven and the team knows how to deliver an exceptional customer experience while reducing costs and streamlining operations,” says Chris Werpy, Chief Operating Officer at PlanetOne. “With UJET, channel partners can help businesses further eliminate fragmented, repetitive customer interactions while unifying their customer data for a more intelligent and contextual customer journey.”
UJET’s channel partner program supports strategic business partnerships, master agents, and integrators looking to diversify their portfolio, grow their business, and partner with a leader in contact center digital transformation. More information about joining UJET’s channel partner program can be found at https://ujet.cx/partners.
About UJET
UJET is the world’s first and only cloud contact center platform for smartphone era CX. By modernizing digital and in-app experiences, UJET unifies the enterprise brand experience across sales, marketing, and support, eliminating the frustration of channel switching between voice, digital, and self-service for consumers. Offering unsurpassed resiliency and the flexibility to deploy across leading public cloud infrastructures, UJET powers the world’s largest elastic CCaaS tenant at up to 22,000 agents globally, and is trusted by innovative, customer-centric enterprises like Instacart, Turo, Wag!, and Atom Tickets to intelligently orchestrate predictive, contextual, conversational customer experiences.
Learn more at www.ujet.cx and follow us on LinkedIn, Twitter, Instagram, and subscribe to our blog!.
About PlanetOne
PlanetOne is the IT channel and telecom industry’s preferred business partner for identifying and delivering cloud-based and connectivity solutions to small and midsize businesses and enterprises. Headquartered in Scottsdale, Ariz., the industry pioneer is celebrated by Inc. Magazine as one of America’s Fastest Growing Private Companies and regarded as a top-performing partner for hundreds of telecom agents and channel partners nationwide. In 2018, PlanetOne was named one of the Best Places to Work by The Business Intelligence Group. Since 2017, the company has been honored as one of the “Nation’s 101 Best and Brightest Companies to Work For®” by the National Association for Business Resources. In 2015 and 2017, PlanetOne ranked No. 1 in the Phoenix Business Journal’s annual “Best Places to Work” survey, and has been recognized as one of Arizona’s largest privately-held companies as part of the Arizona Corporate Excellence (ACE) Awards program, since 2016. The award-winning PlanetOne Partner Program has also been included in CRN’s Connectivity Solutions Partner Program Guide and Cloud Partner Program Guides. To reach PlanetOne call (877) 487.8353 or e-mail sales@planetone.net.
To learn more, visit www.planetone.net. Follow PlanetOne on Facebook, Twitter, LinkedIn and YouTube.Media Contacts
Holly Barker
UJETpr@ujet.cx
Suzanne Collier
WhiteFox Marketing, Inc. (for PlanetOne)suzanne@whitefoxpr.com
The post UJET Adds PlanetOne to Rapidly Growing Channel Partner Program appeared first on UJET. -
4 Ways to Use AI to Enhance the Customer Experience
AI is quickly becoming a cornerstone of customer service especially, but consumer sentiment is mixed. Fifty percent of customers believe chatbots and VAs make it harder to resolve an issue, but 37% say they’d prefer to get immediate help from a bot than wait on a human. AI might be growing at an unprecedented pace, but that growth will only continue as long as the tools enhance — rather than detract from — the customer experience. Forward-thinking companies understand that AI is only worth implementing if it makes the customer experience better. Here are four CX-friendly ways you can incorporate AI.
Use AI to enhance the shopping experience
Help customers resolve problems faster
Use sentiment analysis to analyze customer feedback
Use AI as a customer-service assistant
Full article: https://www.entrepreneur.com/article/366465
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What Is a Breakout Session? [+ How To Plan Your Own]
Having gone to many meetings, I can definitely say that I sometimes get overwhelmed. While I enjoy the content being discussed, I can feel tired and wish for a break to decompress before throwing my mind back into absorbing the information.
I’m sure I’m not alone in these feelings, that many of us want to absorb all we can while still having the opportunity to temporarily disconnect and let our minds wander.
What we’re looking for is a breakout session, where meeting hosts understand and accommodate for the need to take a break and specifically carve out time for them. This post will explain what a breakout session is, explain how to plan for a successful one, and present ideas that you can incorporate into your next meeting.These sessions are less structured than general meeting sessions, and typically allow attendees to participate instead of simply sitting in the audience and listening. While these sessions can be related to the overall meeting content, they can also focus on unrelated topics.
Breakout sessions can happen during both in-person and virtual meetings. The former typically send attendees to different areas of a conference venue, and the latter use breakout room functions native to virtual conferencing tools. These sessions are especially important during virtual meetings, where there is already an element of built-in disconnection as attendees are in their own respective locations.
Below we’ll go over some ideas that you can use to incorporate engaging breakout sessions into your upcoming meetings.
Breakout Session Ideas
There are various breakout sessions you can plan for, like those directly related to meeting content and others that are entertainment-focused and involve attendees playing games with each other.
Lightning Talks
Lightning talks are a great way to break up meeting sessions. They’re short so people can attend more than one, and a facilitator takes a set amount of time to give brief talks on a subject of their choice related to overall meeting content.
However, lightning talks can also be adapted to allow facilitators to present on any topic they’re passionate about, helping attendees get to know more about each other and let their minds drift elsewhere before re-focusing on meetings.
Speed Networking
Speed networking breakout sessions allow attendees to meet each other and establish professional connections. You can divide people up, set expectations, and instruct participants to spend a set amount of time talking to one person and moving on to another once the time is up.
Games
Games can help participants let loose and de-stress, especially when they’re interactive and encourage engagement with others. These sessions are different from the other ideas on this list as they can be less related to meeting content than others.
During in-person sessions, you can organize bingo games, team people up to solve puzzles, or even play charades. Virtual games are possible as well.
Goal-setting Sessions
Goal-setting sessions are great as they can encourage participants to think in-depth about meeting content in a relaxed setting where they can have conversations with others and express their thoughts. You can assign a facilitator to each breakout room, and they can initiate a conversation about general meeting content and encourage participants to relate the content to their desires.
For example, suppose your larger meeting is focused on introducing a new business-wide workflow. In that case, attendees in these sessions can set goals surrounding what they want to accomplish with the new strategy over the next year.
Ask Me Anything (AMA) Sessions
AMA sessions are an excellent breakout idea, especially if you don’t have the chance to answer everyone’s questions.
Participants can be separated into different rooms and groups and ask questions or express their thoughts about what has happened during the meeting, and an experienced facilitator can be there to answer them.
Outdoor Activities
Outdoor activities are best suited for in-person meetings where groups of participants can go outside together. They can be less content-focused and involve something like a scavenger hunt, but general breakout sessions can also be held outdoors to give participants a change of scenery.
However, making use of an outdoor session during a virtual meeting can involve encouraging participants to log off for a few minutes, go outside, and come back and tell the group about something they saw while they were out there, or to share a photo of an item you asked them to find and identify outside.
Open Mic Session
Open mics are always exciting, and they can be great for encouraging engagement and giving attendees a moment to have fun and learn about their peers. Open mics can center around meeting content, like having service representatives share customer stories, or unrelated and attendees stand up and share a hidden talent.
Drop-in Discussions
Drop-in discussions are a great idea as you can schedule multiple different sessions for attendees to choose from. They’re also a low-pressure format for engaging in conversation and networking. People can navigate to a room where the content is related to their interest, and even pop-in to multiple sessions if they can’t decide.
While this is not an exhaustive list of ideas, they can certainly be used to create and design engaging breakout sessions for your next meeting.
Breakout Session Examples
Below we’ll go over some real-life examples of breakout sessions that can serve as additional inspiration for your planning.
Nonprofit Leadership Center
The Nonprofit Leadership Center is an organization that supports other nonprofits. It hosts a yearly leadership conference that includes multiple breakout sessions led by industry leaders that attendees can choose from.
A Breakout session from their 2020 conference, Courageous Conversations: Understanding & Confronting Unconscious Bias with Margarita Sarmiento, discussed how to create work environments that were inclusive and positive for all to be part of. The breakout session related to the overarching theme of the conference, which focused on leading courageously.
Building On Our Momentum (BOOM)
Mount Holyoke College hosts an annual diversity conference called Building On Our Momentum, where community members are encouraged to attend events and learn about diversity, equity, and inclusion in live talks and recorded content.
The 2021 BOOM conference incorporates various breakout sessions to help attendees engage with content in smaller groups and decompress from hard-hitting topics that they may be learning about.
One of the sessions, Tuesday Crafternoon: Zines, encourages attendees to get creative and create a zine while simultaneously learning about their history and use in marginalized communities.
INBOUND
INBOUND is HubSpot’s annual marketing conference that features a wide variety of opportunities, including breakout sessions. During these sessions, attendees can decompress, further engage with content, and connect with other participants.
Meetup: Black at INBOUND, an INBOUND 2020 breakout session, created a safe space for Black attendees to meet other professionals, network, and discuss topics of interest.
Breakout Session Template
Given the benefits that they can provide, it’s essential to understand how to plan for, and lead, a successful breakout session. Let’s go over some tips.
1. Set designated time frames.
As breakout sessions are specific periods between main meeting sessions, it’s crucial to set specific time frames in which they will occur. Take note of the session’s activity, how long it will take, and aim to stick to that schedule.
2. Set session goals.
Breakout sessions that are specifically designed for attendees to decompress are great, but, regardless of intention, it’s essential to set goals, so participants know what to expect.
Maybe it’s simply just to network and make conversation, but it could also be to outline personal goals. Letting people know what to expect helps you ensure that these sessions stay focused and attendees can accomplish everything within the desired time frame.
3. Design seating to complement the breakout format.
This tip is more related to in-person sessions, but essential nonetheless. It’s important to create seating arrangements and set up meeting spaces that complement and facilitate the session intent.
For example, a room filled with round tables wouldn’t be conducive to a speed networking session where two people are in discussion with each other. Understand what you want participants to accomplish during the decision, and design a meeting space accordingly.
4. Use the correct equipment.
Using the right equipment is relevant to both in-person and virtual breakout sessions, as you’ll want to ensure you have everything you need ahead of time. For example, suppose you’re leading a breakout session game. In that case, you want to make sure that you have all the necessary materials to run the session smoothly, like enough pieces for all participants and printable instructions to refer to during the game.
Having the right equipment is also important because these sessions are meant to help people decompress, so you don’t want to leave people waiting or stressed about what is about to happen, especially during virtual events.
All in all, breakout sessions are valuable aspects of meetings, both virtual and in-person. They give attendees a chance to connect with other participants, think deeply about meeting content, and generally have fun and engaging conversations.
Leverage the tips on this list when planning for your next meeting, and you’ll likely receive feedback from attendees that the sessions were engaging, exciting, and have inspired them to attend your next event.