Posted on 19 Jan 2015 by Carl Lyon
Our next Digital Experience group discussion is planned for Wednesday 25th February in London 12pm-4pm.
Exploring the digital human relationship
Customers and employees alike are adopting, rejecting or tolerating digital communications, devices and on demand services. Perhaps a better description would be they enjoy so use, dislike so deselect or are increasingly frustrated with digital devices they are forced to use. This all happens in real time and often based on gut reaction or more accurately intuitive responses.
In many cases speed of development and adoption leaves people and organisations in a position where they don’t have a complete understanding of the full potential or working knowledge of the products and services they are signed up to. This leads many to be increasingly concerned by this issue described as digital naivety.
The common theme of course is people. Good instinctive reaction to intuitive usability, combined with constant stimulation and even minimal mental reward can entice great effort over long periods.
People are the key to unlocking the potential in new and existing technology. The question is how we can deliver a stimulating and enjoyable experience that reduces perceived effort for customers and employees. Given that effort requires reward, and fun only requires stimulation, companies should be giving the subject a lot more attention.
Posted on 15 Jan 2015 by Carl Lyon
How do we drive user experience to improve lifetime value? (Making things better and straightforward for people and businesses using technology)
Click here for our Reflections from The QoE group discussion in November, thank you Tim Kitchener for producing. We will be continuing this conversation in January when we look at developing people for and within the Customer Experience environment. If you would like more information on this or any of our other discussions, please email Antonia
Posted on 17 Dec 2014 by Antonia
The QoE - 21st and 22nd January The Aviator Farnborough
Developing people for - and within - the customer experience environment
We now know that conceiving, planning, deploying and running experience focused organisations requires a broad range of creative, analytical, practical and motivational skills. And that emotional intelligence and conviction are as important as logic and effort.
Ideally we would provide the time and resource for personal coaching. However, the reality is often, and understandably, very different.
Those charged with its conception will frequently attend conferences and forums and draw heavily on previous experience of how things are done in their company. Responsibility for planning and development will often be given to change management and quality teams without any specific support. A programme is then handed over to customer facing staff and their managers, perhaps with a package containing one or two training sessions or workshops, a kick-off event, supporting literature and of course, measurements and targets.
As a result, many of the successful outcomes witnessed over the last few years have been down to an individual or a team’s enthusiasm and determination, with many going beyond what an organisation offers in the way of support and its expectation.
This session will look at the ‘What’ and ‘How’ of developing people working in experience focused roles. The wording is deliberate as increasingly an over emphasis on the customer element is seen as unhelpful.
As always we are looking forward to your hearing thoughts and an engaging debate.
Posted on 21 Oct 2014 by Carl Lyon
What are we doing better, why and how? Click here for our Reflections from The QoE group discussion in September. We will be continuing this conversation in November when we look at using technology to make things easier and the challenge that gives leadership. If you would like more information on this or any of our other discussions, please email Antonia