Category: Customer Experience

We’re delighted to announce that the first-ever Asia CXA® will take place on September 8 (the finals), followed by the Awards Ceremony on September 15. This premium programme is now live and officially accepting entries. Learn all about it here. Asia CXA will spotlight, celebrate and recognise the immeasurable efforts of CX professionals and leading…
The post Awards International announces launch of Asia customer experience awards 2022 appeared first on Customer Experience Magazine.

Movies are awesome, not many people can deny that. There is so much that goes into creating 24 frames per second of magic. But every movie starts with an idea. Then more is added to that idea to fill out the world. This is where little details come in such as set design, or in…
The post Seven movies that predicted AI and new technologies appeared first on Customer Experience Magazine.

This is the dilemma that every game designer, form creator and teacher faces.

Writing an instruction manual, doing a survey, creating a map–they’re all difficult tasks because of the translation that’s required: the person doing the work already knows what they’re trying to teach. But the person interacting with the manual doesn’t.

The empathy required here overwhelms many people, regardless of how well-meaning they might be.

After all, the person you’re instructing doesn’t know what you know (yet). They might not learn the way you learn. And you might have come to your knowledge via a different path.

The three elements of successful instructional design might be:

Acknowledge that communicating what you know is difficult.

Find empathy for people who don’t know what you know yet.

Test the work, often.

Humility in design dances with the arrogance of believing we can help other people move forward.

Infinity is a great idea, but unless you’re doing math, it’s mostly an idea.
Everything else in our world has limits. It’s the limits that make it interesting, the limits that give us an edge to the box, something to leverage against.
Instead of denying the existence of limits and the trade-offs that they bring with them, it might be helpful to begin with an understanding of what they are, or at least what other people think they are.

According to research by the UK non-profit organization ‘Big Brother Watch’, 98% of surveillance cameras matches misidentify innocent people. This research further suggests that black people and women risk being misidentified the most. Let’s be clear, we’re talking about artificial intelligence (AI) exacerbating pre-existing racial biases and amplifying social gaps. The consequences can hardly be coded away…
The post The decisions algorithms should never make instead of humans appeared first on Customer Experience Magazine.

Hi all, Started working as an entry level employee at a e-commerce platform for a cellular retailer. I took the job as I didn’t have a job and was financially strained. Problem is I have a non CX background and my manager has asked me to develop a strategy around how we can create a QA checklist for the CX besides the basic testing that happens before go live before each sprint. Some of the stuff is obvious for example a rough example could be “ The customer should be able to checkout and pay in less than 15 seconds” now I know that more than 45 seconds is a bad CX for a payment transaction to complete but where can I find the standards of the common sense practices in CX and translate them into test cases for QA specific for the customer experience. Any help, links our resources would be greatly appreciated as I need to keep this job and not disappoint my manager .
submitted by /u/fluffzilla94 [link] [comments]

With an increased focus on the climate and our planet’s future, sustainability is a concern across all areas of our lives.  And that applies to websites now too. Chris Baker, Director of a leading London web design agency, explains, “We recently created a site for the COP26 conference where sustainability was a deciding factor for…
The post How to create a sustainable website appeared first on Customer Experience Magazine.

Coming down the empty road, you can see the light from a ways off. It’s been green for awhile, which means it’s due to turn red soon.

Should you speed up, so you can make it through before the yellow appears and is gone…

Or should you slow down, so you can safely and gracefully come to a complete stop?

It depends.

If it’s an actual green light, you should certainly slow down. It’s safer. It won’t take that much time. You have the engine of the car to do the work.

But if it’s a metaphorical green light, a window of opportunity, a shift in the culture you can feel disappearing, it might very well pay to speed up. Because that extra effort, done with safety on behalf of those you seek to serve, will compound.

It never pays to wait until a deadline, but when you see the world changing, it might be a good excuse to redouble your efforts.

Hey all! Apologies about the wall of text. The company I work for is officially taking a serious look at customer experience, we have excellent customer experience already but actually seeing where we can improve and have real data centralized will be extremely useful. We’re rolling out something in the next few weeks that will gather emails and customer feedback. For a little background on myself I’m 29, canadian, I’ve worked construction trades and retail positions, but in the last year and a half I’ve taken a career working with a company that deals in enterprise grade servers, I myself am part of the support team doing high level deployments and troubleshooting. In the last few months my manager has mentioned wanting me to get the framework started and possibly leading this new aspect in the company. So, back to my question I’ve exported a year’s worth of emails in a .CSV format that are correspondence between support and customers ( 42,000+ emails) and I want to look for certain keywords and patterns to get some data. I’ve looked into using mysql+python, rapidminer, monkey learn and a slew of others. MySQL+python & rapidminer are something I’d like to learn eventually but as of now just need a quicker plug in my .CSV and be able to start working. Monkey learn was far too expensive even though it looks like exactly what I’d need. My company wouldn’t mind but I’d rather not go this expensive this quickly especially when I have no previous experience in an official CX capacity. I know I can through excel but something I’m slowly teaching myself the more advanced aspects of. So, any recommendations on the easiest way to get this done ? Thanks all!
submitted by /u/Mad_Katz_Homelab [link] [comments]

It doesn’t talk back. It doesn’t beep or update or invite a click. It doesn’t change based on who’s consuming it. It doesn’t interrupt you, and it begs to not be interrupted.
It’s rarer than ever before, and sometimes, we need it.