What do my customers want? The savviest executives are asking this question more frequently than ever, and rightly so – they understand they are in the customer experience business, and that how an organization delivers for customers is as important as what it delivers. In this guide, experts explore the fundamentals of customer interaction and the steps necessary to redesign the business in a more customer-centric fashion. Putting customers first.
The internet has created the impression of limitless knowledge at our fingertips. But, by making us lazy, they have opened up a space that ignorance can fill. Psychologist Tania Lombrozo explains how technology enhances our illusions of wisdom. The way we access information about an issue is critical to our understanding – and the more easily we can recall an image, word or statement, the more likely we’ll think we’ve successfully learned it, and refrain from effortful cognitive processing. With a little humility, I'd be perfect.
Facebook has added a raft of new features to its Messenger chatbots, including linking a customer's account so a bot can make personalized suggestions. The new account-linking feature would allow customers to link, for example, their account with a book retailer to the brand chatbot. The chatbot can then suggest new books based on what the customer has purchased before. Facebook knows me so well.
Spoken language is no longer enough to demonstrate all that we have to say. Brands are increasingly leveraging emojis to enhance their social media content. But do you know when it’s appropriate to use certain emojis? Please, do not send the eggplant again.
Ever wonder what to ask engineers or technical folks when it's your turn to interview them? Our VP of Tech, Noah, and other successful CIOs, CTOs and executives offer insights and shares their ultimate go-to question. What to ask when you don't know what to ask.
Hyper Island. If you're not a fan already, it probably just means you haven't been following along with them. If there's an organization that's boldly going into the future, it's Hyper Island - a school founded on the idea of growing tomorrow's leadership in an increasingly digital world - while aiming to "teach people about things we yet didn’t know anything about." In this thoughtful and substantial piece on Medium, Hyper Island co-founder David Erixon talks about going beyond "learning by doing" - a core pillar of Hyper Island's programs, and getting all that goodness back into the rest of the world by putting today's business leaders in the crosshairs a bit. David wonders whether our leaders today have lost the ability to envision alternative futures, to create - as the reason why many of us so easily feel abstracted from the creative process as managers and producers. Maybe this is why the business world isn't learning and changing to keep pace with the world around it. Great piece. Read it twice. "Doing by Learning" by David Erixon on Medium