Author: Franz Malten Buemann

  • 13 Tips on How To Nail a Presentation To the Board of Directors

    In college, I always made it a point to listen intently to presentations. I knew how stressful and nerve-wracking it was to present in a room of peers and authority figures.
    I would nod feverishly to let presenters know I was invested in their presentation. And they knew it too. They often zeroed in on me as I became their focus point and silent motivator. The fixation felt awkward at times, but that felt like one of my small contributions to society. That, and an endless supply of cat videos.

    Back then, the stakes were relatively low. But when you’re tasked with putting together a presentation to a board of directors, the pressure’s on.
    But with a few tricks in your arsenal, you won’t need a sympathetic audience member to gauge how well you’re doing.
    Let’s walk through some tips to prepare for your presentation and review some things to avoid.
    1. Know your audience.
    Knowing your listeners is as important as the content of your presentation. When you understand their priorities, you can put together a presentation that speaks directly to them.
    If you don’t know the board well, do some research and get answers to these questions:
    What does the board care about?
    This will help you see from what lens they look at things. For instance, a board keen on community impact may not be drawn to a presentation focused on return on investment (ROI).
    There are a few ways to find this out. You can start by looking into each board member’s professional background. If most members have a finance background, for instance, you’ll want to make sure you cover any financials as it relates to your presentation. This could be cost, expected ROI, or operating margins.
    You can also get some insight into what the board cares about by looking back at your interactions with its members. Think about the conversations you’ve had: What comes up most often? Is it company culture, profit, philanthropy, innovation, or something else?
    What are their main concerns?
    A board of directors is responsible for making decisions that will ensure the growth and sustainability of a company. So naturally, they will be looking out for anything that may impede that process.
    Common concerns a board may have are:

    Costs: How much time and money will it require?

    Timeline: How long will this project take and is that timeline feasible?

    Risks: How risky is your proposal and what is the risk-to-return ratio?

    You may find that each board member has a different focus, which means your presentation should be well-rounded to tackle these issues.
    Once you know this answer, you can subtly handle each concern throughout your presentation. Getting those answers will help you create a presentation that not only interests your audience but also aligns with their goals. This, in turn, will bring you much closer to accomplishing the plans laid out in your presentation.
    2. Plan ahead.
    The next step in delivering a great presentation is making a plan. This means figuring out the focus of your presentation, what you’ll cover, and what you’ll leave out.
    A presentation should follow the structure of any good movie, with a beginning, middle, and an end. Here’s an example outline for a presentation where the head of the marketing team is proposing course offerings as a new lead generation channel.
    In the beginning, you should set expectations for what you will cover. This is also an opportunity to set the baseline and explain the current state of affairs. This may look like discussing KPIs or reviewing goals and outcomes.
    The middle is the meat and potatoes of your presentation. You’ll likely spend time providing data, contextualizing it, and explaining your approach.
    Your ending should bring together your key points and leave your audience with actionable steps. Because what good is providing the information if you have no plan for what to do moving forward?
    3. Structure your presentation based on the board’s process.
    Not every board of directors operates in the same way. Sure, there are standard guidelines for every meeting. However, the approach may vary for presentations.
    Some may operate more like a town hall, pausing periodically to discuss the points as they come up. In this case, leave room after each section of your presentation to discuss what was covered.
    Others may follow the more standard approach: presentation followed by a discussion. Studies show that humans remember best the beginning and end of what they read, hear, and see. What’s in the middle tends to get lost. With that in mind, consider sharing your most pertinent information toward the beginning and end of your presentation.
    4. Keep it concise.
    One thing board members aren’t known for is open availability. That said, you want to make the most of your time with them. How do you do that? Stick to the scope of the presentation.
    While it’s great to incorporate storytelling, avoid getting sidetracked and wasting time. Be clear and keep it simple.
    If you’re showing data, only share one highlight per data graph. There are several reasons for this:

    Data itself doesn’t tell a story. You, as the presenter, do. As such, you have to explain what it means and why it matters. Let’s say lead generation at your company has plateaued in the past year across all channels. That’s all the data says. But during your research, you realize it’s due to a shift in how your audience is consuming information. Your role is to present the data and explain the “why” behind the plateau along with a solution.

    You want to prevent information overload. Share the piece of data that best supports your points and has the most impact. For instance, if a new lead generation channel is the focus of your presentation, diving into the specifics of another channel may not be worth your time.

    If you leave it to your audience to make sense of the data, they might reach a conclusion that doesn’t align with your message.
    5. Set up early.
    There’s nothing more awkward than silence during a technical difficulty.
    Everyone’s looking at you while you’re figuring out why technology has forsaken you. The more time the issue takes to resolve, the more panicked you get. We’ve all been there.
    To avoid this, set up early and do a run-through before your scheduled presentation time. It’ll give you time to get familiar with the space and any technology you’ll need to run during your presentation.
    6. Incorporate visuals into your presentation.
    When choosing between words and media, pick the latter.
    Visuals help us make sense of information at a much quicker pace than words do. We’re also better at remembering what we see versus what we hear by 55% – it’s called pictorial superiority.
    It’s also beneficial to keep your visuals simple. If you have too much going on, your audience will be confused. But if it’s too bare, it will take too many visuals to paint the picture. So, pull your most significant data and use data visualization tools to design intuitive graphics.
    7. Focus on results.
    A board of directors typically focuses on big-picture decisions that will have a long-term impact on the company.
    In this vein, every piece of your presentation should get you closer to answering these questions:

    “Why does this matter? ”
    “What is the long-term impact? ”
    “How does this bring the company closer to its goals? ”
    “Any potential roadblocks? How will you address them? ”

    Incorporating these answers into your presentation will set you up for a smoother Q&A session.
    8. Send materials beforehand.
    Depending on what you’ll be covering in your presentation, it may be helpful to send the board materials to review in advance. This should only be supplemental information that would be too time-consuming or distracting to cover in a presentation, like reports and demos. This way, the focus during the presentation will be on the “why” and not the “how.”
    The one material you don’t want to send is your presentation, as you want to be the one to contextualize it. Otherwise, the board might form an opinion based on limited information.
    A week before the meeting is a good rule of thumb, leaving room for you to respond to initial comments or feedback.
    Think of this process as an advantage. You get insight into what the board members may bring up during the meeting and more context to prep. Secondly, it ensures everyone is on the same page ahead of the meeting. That way, you can dive straight into key points during your presentation without covering minute details.
    9. Build confidence with your power outfit.
    Building confidence is one of the less concrete tips on the list to implement. But the good news is, there are research-backed techniques you can use to achieve it. One of them is right within your reach: clothing.
    Many of us can relate to the feeling of trying on clothes in a fitting room and feeling like a million bucks. It tends to put us in a better mood and shift our perspective.
    Well, turns out there’s a reason for this. In 2012, two researchers coined the term “enclothed cognition” to refer to the impact clothes can have on the psyche. They found that the clothes we wear can shift our perspective.
    In that spirit, put on your best blazer or suit the day of your presentation. That outfit may be just the boost you need.
    10. Rehearse your script.
    During a presentation with a board of directors, you want to avoid the Michael Scott approach at all costs.
    Instead, go the exact opposite route: practice. Practice is the cure to presentation jitters and the formula for seamless delivery. The more familiar you become with your content, the better the presentation will be.
    If it’s been a while since your last presentation, start by practicing in the mirror. You’ll immediately notice any mannerisms that may be distracting to your audience. Recording yourself also works great.
    Then, practice in front of an audience. And, unfortunately, your dog won’t cut it for this one. Practice with family or friends who can give you feedback on how to improve.
    And remember: You’re the only one who knows your speech and presentation. So, if you mess up or forget to mention something, you’re likely the only one who noticed.
    11. Don’t fall into the PowerPoint trap.
    You’ll likely use a tool like PowerPoint to guide you during your presentation. Yet, it’s important that you don’t overly depend on it.
    For instance, packing your slides with heavy text or bullet points is a surefire way to lose your audience. In fact, 40% of respondents in a 2018 study by Prezi said it caused disengagement and made it harder to retain information.
    So, stick to one key point on each slide. It’s easier for your audience to remember and prevents information overload.
    12. Read the room.
    Even if you follow every tip listed above, you might hit a point in your presentation where there’s a disconnect between you and your audience. You might notice confused looks or a shift in body language. If that happens, that’s your cue to pivot.
    If your audience seems confused, dive in a little bit deeper on your point. If you sense disagreement, tackle those concerns head-on.
    Let’s say you’re proposing a new initiative for the company, and you sense some pushback on the timeline.
    You can address it by saying something along the lines of, “You may have some concern regarding the timeline and whether it’s feasible given our current projects. While the timeline may seem tight, we have factored in X, Y, and Z, and, given our past initiatives, we believe this timeline will account for A, B, and C.”
    A response like this can mitigate the situation while still keeping you on track.
    13. Include time for questions.
    As a foodie, dinner for me isn’t complete without a good piece of chocolate. Whether it’s a KitKat or a chocolate cake, having chocolate after dinner feels like the perfect ending. Q&A sessions are kind of like that. It’s the audience’s chance to ask questions and discuss the presentation.
    Be ready for questions regarding the data and solutions you presented. The length of the Q&A session will vary depending on the length of your presentation, the size of the board, and other factors.
    Additionally, it’s your opportunity to address any looming concerns and re-emphasize your key points. Not sure what to do if you don’t have an answer to something? Here are a few responses:

    “That’s a great question. I don’t have an answer for you at the moment, but I will follow up over email by end of day.”
    “I don’t have much experience in that X [topic/department/]. However, I will reach out to X and get back to you within a week.”
    “We haven’t explored that yet, but what I can tell you is …”
    “That’s a great point we hadn’t considered before. My team and I will reconvene and strategize on the best way to approach this.”

    When the stakes are so high, a presentation to the board can seem daunting. By incorporating these tips into your strategy, you can remove the stress and focus instead on your delivery.

  • 7 Best Event Registration Tools

    When it comes to event marketing, there are many tasks that need to be completed prior to (as well as during and after) your event. This can become overwhelming, especially if you’re on a small team. 
    The good news is that there are a variety of event marketing tools available to help with all aspects of your event, including event registration. In this blog post, we’ll cover seven of the best event registration tools on the market today.

    For the sake of simplicity, the free event registration section includes one option that is always free for event registration. The second section includes event registration tools that are either always paid, or offer free and paid plans. 

    Free Event Registration Tools
    1. HubSpot Free Online Form Builder

    Source
    HubSpot’s Free Online Form Builder makes it easy to create, integrate, and share forms with your audience. The drag-and-drop builder makes the process of designing your registration forms simple — then, all attendee contact information obtained is automatically stored in your CRM.
    Share your event registration form on an event website or web page. There are over 1,000 form fields and over 12 field types you can use to customize your event’s registration form. Then, decide if you want to trigger notifications when an attendee signs up for your event by completing and submitting your form.
    Are you a WordPress user? Well HubSpot still applies to you thanks to the HubSpot WordPress Plugin. 

    Source
    When it comes to using HubSpot as your event registration tool (or as your CMS, CRM, Marketing Software, Sales Software, or Service Software, for that matter), you have a lot of flexibility — even if your website is built on WordPress. In fact, HubSpot’s free WordPress plugin, which is built natively in WordPress, helps capture, organize, and engage visitors with free forms (as well as live chat, contact management, email marketing, and analytics).
    Select to receive notifications once an attendee completes registration, as well as automate event-related follow-up emails. Use the drag-and-drop form builder for your event registration or stick to the WordPress builders you already use (this is made possible by the many integrations HubSpot offers, like Gravity Forms). Lastly, built-in analytics and reporting dashboards allow you to keep track of your attendees and their contact data with ease.
    Next, let’s look at some more event registration tools. 

    Best Online Registration Tools
    2. Google Forms

    Source
    Google has a variety of tools you may find yourself using every day (I know I do) — Google Docs, Google Sheets, and Google Slides are just a few examples. So what about a Google Event Registration Tool? Well, Google Forms offers the necessary features for just that. Similar to other Google products, Google Forms offers a plan for personal use (that’s free) and a plan for your team (that’s paid and comes with greater security and control).
    With this paid Google Business plan, you can create event registration forms for attendees, students, or patients and track all sign-ups. To create your event’s registration forms, simply open a new form and begin customizing the form fields. Drag and drop these form fields so they’re positioned accordingly, and add images, videos, and custom logic as you see fit.
    Then, send registration forms directly to your audience members’ email addresses and view data about submitted forms within the built-in analytics dashboard.
    Price
    Google Forms Workspace requires a Google Business Plan. You’ll gain access to Google’s other products in addition to Froms with a paid plan. Plans range in price from $6 per month to $18 per month. If you’re looking to use the product at the enterprise level, contact a rep for a quote.
    3. Splash

    Source
    Splash is an event marketing program for online, in-person, and hybrid events. This tool allows you to design and customize responsive web pages and emails for your event. As for attendee sign up, choose to share registration forms and RSVPs that your audience can then send back to you with ease. Smart guest lists, targeting, and email marketing features exist to optimize and streamline event registration and promotion.
    Splash also provides the necessary tools to check-in attendees, share event-related surveys, and run sweepstakes and contests. Integrate Splash with your marketing automation platform and CRM, and analyze event data via the tool’s reporting dashboard.
    Integrate Splash with HubSpot to create, plan, and host on-brand events all from a single tool and leverage attendee data in HubSpot for future campaigns and events.
    Price
    Try Splash for free, request a demo, or speak with a sales rep to learn about the right plan for your team.
    4. Eventbrite

    Source
    Eventbrite is an event technology platform ideal for supporting and managing any event you host. The tool’s event registration feature is so easy to use that it only requires you to work through three steps.
    Start by entering your event details. This is when you’ll finalize your event’s who, what, where, when, and why.
    Then, create your tickets — select whether or not your tickets will be free as well as which type of tickets you’ll offer (e.g. single vs. multi-day pass). This is also when you’ll determine whether you want to offer a discount or promo code for early-bird and group purchases.
    Lastly, open registration to your audience via web page or social media. Specifially, Eventbrite makes it easy to share registration via Facebook and Instagram.
    Price
    Eventbrite offers both free and paid plans. The Essentials and Professional plans are free if you host a free event.  Eventbrite will only charge you when you sell a paid ticket.
    If you are hosting a free event, you have access to all features offered in the Essentials plan, and you have access to all features offered in the Professional plan except for phone, chat, and email support. There’s also a third plan option, Premium, which offers the greatest amount of flexibility and customization at the highest price.
    5. Whova
    Source
    Whova is an event management tool that comes with an online registration feature. Create tickets within minutes and customize registration in a number of ways. Offer discount pricing (for early-bird or group ticket purchases), offer different types of tickets (e.g. single vs. multi-day pass), and ask attendees questions about your event when they’re registering (e.g. what made them want to attend your event or what they’re most excited for).
    You can also create a registration web page and embeddable widgets to link to your registration as well as use the real-time reporting dashboard to track sales and attendance. 
    Price
    Contact Whova directly for a quote via their pricing page.
    6. Wild Apricot

    Source
    Wild Apricot is a membership and event management software with an online event registration feature. The tool makes it easy to create an online event listing that attracts your target audience as well as includes images and your online event registration form. Any event you create with Wild Apricot is added to the tool’s calendar and/or your website so your audience can learn about and sign up for the event from anywhere.
    Share early-bird discounts or coupon codes, offer add-ons at checkout, and schedule automatic confirmation emails to be sent to attendees. Wild Apricot also automates your event’s promotion, accepts online payment, and manages event check-in. The tool even allows attendees to connect and network with each other via the mobile app. 
    Price
    Wild Apricot has eight different plans that range from free to $600 per month. Each plan offers different features and capabilities as well as a free trial so you can test out the tool before committing to it.
    7. Bizzabo

    Source
    Bizzabo is an event management platform for all events including those that are online, in-person, and hybrid. The software offers an event registration tool that’s customizable and embeddable so attendees can register without ever leaving the event website. You can also brand your event’s registration form so its design complements the event.
    Customize your event registration form’s fields to ensure you get all of the information you need from attendees — then, view these details in Bizzabo’s contact management dashboard. Bizzabo also integrates with a few social media platforms so you can promote your event and share content that your attendees post with ease.
    Price
    Reach out to the Bizzabo team for your free demo and a quote.
    Think about the various features you need out of a registration tool for your event and get started sharing event registration with your audience members. Then, sit back and watch attendee sign-ups start flowing in. 

  • Burned out/burned in

    Burned in is what we look for in an electronic device. It’s working perfectly, in the groove.
    Burned out is what happens if we abuse it.
    Burn-in comes from a practice, a generous, persistent approach that’s within our control.
    Burn out, on the other hand, is often caused by trying to control things that we can’t possibly control. As a result, we waste cycles and create a pattern of stress.
    Even though it seems as though the world is trying to steal our focus and our energy, ultimately, in each moment, it’s our choice to make. We can decide to create possibility and contribute. Toward better.

  • And here are the Panelists

    CX Stars, the awards that honour contributions made to the dynamic CX industry by outstanding professionals and influencers, has returned for 2021! We are thrilled to announce the panelists who will be choosing our winners from the Top 100 CX Professionals and Top 50 Influencers who have been nominated his year!   The panelists will be assisting in the validation…
    The post And here are the Panelists appeared first on Customer Experience Magazine.

  • How to Keep Your Digital Event Engaging

    The world has gone increasingly digital, both by choice and by necessity. In-person events have been put on pause; therefore, digital networking tactics are the new go-to. This means that if networking events and conferences are a part of your brand and marketing strategy, it’s time to rethink your approach. Networking events have a million…
    The post How to Keep Your Digital Event Engaging appeared first on Benchmarkemail.

  • The Metrics That Are Needed For A Modern Contact Center

    The post The Metrics That Are Needed For A Modern Contact Center appeared first on UJET.

  • Observe.AI Partners with UJET to Improve CX Quality for the Remote Work Era

    Ultra-Modern Contact Center Unifies Enterprise Customer Data with Oracle Cloud CX Service for a Single Source of Truth and more Intelligent Customer Experience
    SAN FRANCISCO, CA – January 12, 2021 – UJET Inc.
    SAN FRANCISCO –January 12, 2020 – Observe.AI, a leader in Contact Center AI, today announced a partnership with UJET,  the world’s first and only CCaaS 3.0 cloud contact center provider, to deliver more positive, natural brand experiences to the market leveraging the power of data, intelligence and automation. Observe.AI will be the first workforce optimization (WFO) solution in the UJET partner ecosystem.
    All areas of business, contact centers included, shifted to remote work in response to the pandemic this year. For many contact centers, 43% of customer experience leaders believe more than half of agents will work from home even after offices reopen, leading to increased challenges in the areas of quality, consistency, and visibility into agent performance. Leveraging Observe.AI and UJET together, joint customers can solve these challenges with end-to-end quality assurance and coaching workflows, regardless of where agents are located.
    “UJET’s customers are among the most innovative, forward thinking contact centers on the planet.  They’ve chosen UJET because they’re looking for every edge they can gain and believe in the power of technology to drive meaningful changes to their customer experience, and the bottom line,” said Sharath Keshava Narayana, Co-founder & Chief Revenue Officer at Observe.AI. “Our customers have shared goals, and together we’re focused on introducing a more modern approach to both contact center and quality management.”
    Modern brands need to enable a frictionless, blended customer experience. The Observe.AI and UJET partnerships will leverage the power of AI to drive significant operational efficiencies and performance improvements at scale across customer interactions.   Historically, agent performance management has been heavily manual, random, and prone to both inconsistency and human error.  Observe.AI will provide intelligence and automation UJET customers need to improve customer experience quality, analyzing 100% of voice interactions, automatically evaluating call quality. The joint solution will also enable brands to proactively identify opportunities to drive growth and improve coaching based on customer sentiment signals that shed light on customer intent and frustrations, and potential compliance or fraud issues. Joint customers can go live in just 2-4 weeks.
    “We’re thrilled to be partnering with Observe.AI to disrupt and improve the status quo for Customer Experience,” stated John Lynch, Chief Revenue Officer at UJET.  “Our industry is at a phenomenal inflection point, as we’re finally seeing new investment in intelligent cloud technologies that go beyond just acquiring customers to truly caring for them after the sale.  The team at Observe.AI shares our passion for better business results through improved customer communications and we’re excited to offer our combined solution to the market.”
    Over the past year, Observe.AI has grown its team to 125 people and brought on more than 150 customers, including Pearson, Alcon Laboratories, and Concentrix. During this time, Observe.AI added over 20,000 agent licenses to its platform and grew revenue 600%.
    About Observe.AI
    Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of calls and streamline quality assurance workflows. With Observe.AI, businesses transcribe every call with high accuracy and coach agents while gaining full visibility into their customer service operations. Observe.AI brings the power of agent assistance, automatic speech recognition, and Natural Language Processing (NLP) to modern contact centers and their frontline teams.
    Observe.AI is trusted by more than 150 customers and partners, including Root Insurance, Alcon Laboratories, Tripadvisor, and Pearson. Backed by Menlo Ventures, Next47, NGP Capital, Scale Ventures, Nexus Ventures, and Y-Combinator, Observe.AI’s headquarters is in San Francisco with an office in Bangalore, India. For more information, visit www.observe.ai.
    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.
    Media ContactsHolly Barkerholly@ujet.co
    Chad TorbinSpeakeasy Strategiesujet@speakeasystrategies.com
    The post Observe.AI Partners with UJET to Improve CX Quality for the Remote Work Era appeared first on UJET.

  • Shipping creative work

    Of course you can.

    If you care enough.

    It’s not easy, it might not work and it takes effort, but the opportunity is there.

    It helps to do it on purpose and it helps to do it in community. I’m excited about the possibilities for 2021… Here are some things you can do that will make your work more effective:

    The Creative’s Workshop is back.

    It inspired my bestselling book The Practice, but it adds an entire dimension to the commitment of making and shipping work that matters.

    In the Creative’s Workshop you’ll be part of a mutually supportive cohort of people who are ready to do the work. Creative work is thrilling and it makes a change happen. This workshop leads to an extraordinary shift in our expectations and productivity.

    The thousands of people who have been part of it report that it’s truly a game-changer in their career and the way they approach their work.

    And next week is the Early Decision Deadline for the altMBA’s May 2021 session. More than 5,000 alumni in 70 countries have discovered the difference it can make.

    And a sneak preview: The Podcasting Workshop is back for its seventh session, with enrollment beginning January 26th.

    These workshops work because the people in them are enrolled in a journey, ready to do the work together. They’re all run by my friends at Akimbo, an independent, mission-driven B corp.

    Go make a ruckus.

    [I’ll try to do these workshop updates once a month here on the blog. Please share with someone who is ready to make a difference.]

  • How to Create Google Ads in GetResponse [New Feature]

    Want to drive more traffic to your landing pages with Google Search Ads? Learn how to create Google Ads in GetResponse in 7 easy steps.