Stories, standards, and the point
What’s a car for? Transportation. With reliability. Status. A transaction with the bank. A transaction with the dealer. Your relationship with the neighbors. A statement about your style and belief in design. Your sense of quality. A statement about how you walk on this planet. What’s a job for? A way to pay the bills. […]
Protecting the sore spot
Everyone has one. It’s the part of ourselves we won’t look at, acknowledge or risk disturbing. It’s the story or trauma or situation that must be avoided at all costs. People will choose careers, families and opportunities simply to avoid confronting the little tiny voice that is hiding inside. And marketers with low standards will […]
It’s not what you deserve, but it is what it is
The time we spend fretting over what just happened is time we’re not spending on addressing the problem itself. When your client or your boss turns down a great idea, it’s tempting to focus on the idea and how right you were. It might make more sense to try to find empathy for the fear […]
Switching gears
When a car is switching gears, the engine is providing no forward power. And it’s more difficult to steer, brake or otherwise control the forward motion of the car as you change it from one gear ratio to another. And yet, the only way to effectively switch gears is to do it while moving. To […]
‘Errors of judgement, not intent’: how AI can help human error in the workplace
Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be a little more fatal and costly. Adrian Harvey, the CEO of Elephants Don’t Forget, commented…
The post ‘Errors of judgement, not intent’: how AI can help human error in the workplace appeared first on Customer Experience Magazine.
![[link]](https://i.redd.it/so1ox8t62y6a1.jpg){kind=link}
Where’s the grid?
If you want to review the grocery list to see if you’ve forgotten anything, alphabetical order is a lousy way to do it. Instead, organizing it by course and then by dish creates a grid and the missing elements will be obvious. We default to time and ordinal ordering when we don’t bother to imagine […]
Understanding signals from customers beyond the surveys: interview with Bill Staikos
Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President at Medallia. In this conversation overview, we’ll break down a few key points about: Three key elements of value creation in CX The insignificance of quantitative surveys as a research method Leveraging artificial intelligence and machine learning to get…
The post Understanding signals from customers beyond the surveys: interview with Bill Staikos appeared first on Customer Experience Magazine.
Boundaries are levers
And assertions are maps. Which means that: Budgets Timelines Plans Decision trees and projections are nothing to be afraid of. They’re a gift. They give us the chance to act as if, to describe a possible future and then to lean against them as we work to create the place we seek to be.