This post is related to a trend I am watching: Employee Customer Experience Connection. My thinking is captured in the title, in essence. It came to me on discovering the […]
Read moreTag: employee experience
Microsoft 365 customer questions – Future of Work Vision and Strategy
Question: We need to work on a Future of Work (FoW) Vision and Strategy, can you share a good framework for arriving at one and managing its implementation as well […]
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Microsoft 365 customer questions – Sales Productivity
I work in the business of dealing with customers questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where […]
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An employee experience update – thought leadership from Microsoft
Microsoft, with its Employee Experience Platform called Viva, is driving some serious thought leadership for the category and since I work there and picked up on this (disclosure), I thought […]
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Beyond onboarding – growth hacking adoption of your product with customers
NOTE: Enterprise technology and Microsoft 365 (M365) customers are predominantly the context for this post but hopefully it is still useful more broadly. In this context, I define onboarding as […]
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Internal Communications is more important than ever but missing a trick
If you’ve been following anything I have written in the last few months around employee experience, you’ll see that it is equally as important and indeed crucial to customer experience […]
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Why hybrid work is the new standard for productivity and sense making
By hybrid work I mean a combination of remote and in-office work, virtual and physical, etc. The extremes have been tested. Before the pandemic it was mostly in-office work. With […]
Read moreThe employee customer experience connection – fundamentals
Here is an infographic with some supporting source material and an industry overview for context if you want it. Here too is where my interest and expertise in this space […]
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A synergy of forces shaping the future of work
Employee customer experience connection – infographic
Sources Harvard Business Review: The Key to Happy Customers? Happy EmployeesJosh Bersin: The Massive Market Impact of Microsoft VivaGoogle Trends More here
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Employee Experience Platform – the birth of a category
This week, Microsoft announced the launch of a new product called Viva (disclosure). Actually it is far more than a new product in many ways. It is also an attempt […]
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Cloudy with a chance of churn and how to retain your SaaS customers
One of the first things a customer will question in a downturn, is where they can cut or reduce recurring payments or OPEX. They will look for any reason, rational […]
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Zen and the right view of cloud technologies
On the path to the cloud, just as in life (as the Buddha would have us understand), one must submit our most cherished assumptions to rigorous questioning. We would make better […]
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Ways auto industry can transform with As a Service and employee experience
The automotive industry is scrambling to transform itself in various areas: green (move to electric); smart (move to connected), etc. Much is being driven by nimble startups like Tesla, unencumbered […]
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The role of innovation in customer success
Customer Success activities are maturing. I have been doing the job since at least 2012 and have seen the profession go through fundamental changes to the point where, to succeed […]
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