InnerVentures

  • Customer service is broken and AI can fix it

    I am sharing an experience I had with Samsung customer service the other day. I’m not picking on them – I bet my experience is common amongst many other customers with a wide swathe of consumer companies. I share it just to show what bad looks like and how the promise of AI for customer…

    Stephen Danelutti

  • An holistic approach to AI transformation – Sense Making with Copilot

    In this post I’ve tried to elicit some insights using a Question and Answer approach with Copilot around best approaches to AI transformation. All still in service of the new trend report I’m working on. Some interesting observations – all of Copilot responses are in grey background. My commentary is in blue background. I only…

    Stephen Danelutti

  • Video for communicating with attention sapped employees

    As if TikTok, Instagram’s Reels, and Snapchat haven’t zapped Gen Z’s attention spans enough, YouTube is now experimenting with a feature that allows users to automatically jump to the best parts of a video. How to create effective employee communications in light of such an environment is what prompted this post. I work with customers on many aspects…

    Stephen Danelutti

  • Generative AI is here but enterprise adoption is not – here are your strategy choices

    At a time of change or inflection such as I believe we are in, it’s important to recognise how you respond. I don’t mean the regular type of change, as constant and accelerated as it has been over the last few decades. I mean the groundbreaking type. You have to be able to recognise change…

    Stephen Danelutti

  • The ways and means of technology adoption and strategy

    Last week I wrote about Microsoft’s Viva [employee experience platform] supporting adoption of it’s new AI technology Copilot which is embedded in the Microsft 365 productivity suite (disclosure). This week I wanted to contextualise things a little. Other than just supporting adoption of a new technology like Copilot, Microsoft Viva has to be considered much…

    Stephen Danelutti

  • Microsoft Viva supporting adoption of M365 Copilot

    As I work on both technologies with customers (disclosure) I wanted to share how I am going about supporting Microsoft 365 Copilot customers with Microsoft Viva technologies, especially with adoption activities. It’s no secret in the technology world that you cannot just make technologies available to users without making an effort to onboard them and…

    Stephen Danelutti

  • The paradox of performance in the workplace

    The world of work has faced a paradox since the industrial revolution. Managers realised that applying technology and enforcing better processes boosted performance but looking after employees (then from a health and safety point of view), would also. These days it’s not a health and safety issue but more about engagement. The paradox is that…

    Stephen Danelutti

  • The inevitability of change and the delight of growth

    There are a couple of changes of which I speak that I am currently being confronted with. One by choice and the other foisted upon me. Both challenging but also absolutely welcome. That’s because of how I view change – it’s inevitability but also the opportunity it provides for growth. I be like, Death never…

    Stephen Danelutti

  • SenseMaking from the Web

    Employee Success Drives Customer Success: Turning To Your Employees First Posted on April 12. Wayne McCulloch is Chief Customer Officer at WalkMe, leading all post-sales functions, including customer success, service and support. Philosophers, poets and psychologists have long offered the intuitive wisdom that personal success, with relationships or otherwise, starts by taking honest stock of…

    Stephen Danelutti

  • What employee experience can learn from customer success

    I’ve been in the customer success profession for just over 10 years. For even more years, I’ve been focusing on enterprise collaboration and productivity software, at Microsoft (disclosure) and beyond, and a lot of that is now evolving naturally into employee experience software. I also wrote a trend report on the connection between employee and…

    Stephen Danelutti

  • Microsoft and the employee experience journey matrix

    This is a continuation of some work I started in this post: The Employee Experience Journey Matrix. In that post I started out mapping the employee experience journey in a matrix and I plotted some of the key factors or considerations within that. Now, because of the work I do at Microsoft (disclosure), I wanted…

    Stephen Danelutti

  • The Employee Experience Journey Matrix

    As I am trying to conclude my work on the Employee Customer Experience Connection trend report, I felt an important yet lagging part of not just my work, but generally, was a comprehensive view of the employee journey. Not just the journey but what contributes to making it successful. The result of that is this…

    Stephen Danelutti

  • SenseMaking from the Web

    The missing apex of Maslow’s hierarchy could save us all Posted on October 28. In his later years, psychologist Abraham Maslow added a new apex to the pyramid of human needs: self-transcendence. It’s Time to Rethink the Employee Experience Posted on October 28. The research found that 96% of survey respondents consider recruiting CX employees…

    Stephen Danelutti

  • The Business Impact of Employee Experience on Customer Experience

    I am working on a new trend report covering this topic in part and this is based on the work I do (disclosure) – more on the report here: Employee Customer Experience Connection. One of the primary assumptions I’m exploring for the report is that effectively driving a positive employee experience has interrelated benefits on…

    Stephen Danelutti