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Microsoft 365 customer questions – Teams chat pop out for improved collaboration

I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.

Q – How can I chat and collaborate on a file at the same time

I was having a chat with a customer on Microsoft Teams and we were discussing the content of a PowerPoint file. The file was open for both of us in the desktop version of the PowerPoint App. I was referencing the content and the customer started complaining that every time I did that, she would have to switch out of chat and go the PowerPoint App to view the content referenced. Then come back to the chat to carry on the discussion. This context switching was fraying her nerves and is a classic example of bad collaboration productivity when a perfectly good solution will do, which is what she asked for 👇

A – Teams chat pop out

First just to say that if you want to work on an App like PowerPoint and chat alongside it at the same time, you can do that perfectly well when you are viewing the App in Teams – see screenshot below. Here you can see I have opened a Word file from the chat where I shared it. When you open the file from the chat, the conversation is not automatically displayed alongside the file, but you just have to click the Conversation icon to do that (see yellow circle). This functionality also works in a Channel conversation by the way.

Chat alongside App in Teams desktop – click to enlarge

This first option definitely does the job but sometimes you want to go beyond the App within Teams for richer functionality and use the desktop version of the App. Or collaborate alongside Apps not integrated into Teams like the Office Apps are. Thats when you use the Chat pop out function. Here are instructions for how to pop out a chat. Below is a screenshot of what it looks like. You can resize both windows to suit side by side work and chat better this way if you wish.

Chat alongside App outside Teams desktop – click to enlarge

And finally, here is an example of the popped-out chat alongside a browser window, just to show you how it’s possible to chat in this way alongside any other application.

Chat alongside non-Teams embedded App – click to enlarge
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Microsoft Viva goes vertical – sales productivity module announced

I have been writing a lot on Microsoft Viva lately since I work with customers on it (disclosure) and since it is an employee experience platform (EXP), I am working on a new trend report that is related: Employee Customer Experience Connection. More specifically, I have been saying in relation to my work and the trend report, that sales is a sweet spot for an EXP. Some of my recent posts on this below.

Microsoft Teams and CRM for Sales Productivity

Microsoft 365 customer questions – Sales Productivity

What do I mean by vertical?

Just last week I announce two other modules that had recently been launched: Employee Experience platform offering grows with new Microsoft Viva modules. These modules along with all the original four are modules that can touch all parts of the organisation – hence horizontal. They are not specific to any one department, in other words vertical. In the case of Viva Sales, the focus is squarely on the sales department and function and on supporting revenue growth.

Here is an official post from Microsoft on the latest addition: Introducing Viva Sales, a modern way of selling that brings together any CRM, Microsoft 365 and Teams – The Official Microsoft Blog

And a video with some good demos:

Why sales is the sweet spot for the employee customer connection?

  1. Sales is the front line. It is where the interaction between employees and customers is most tangible and critical and where great experiences matter. To improve the customer experience, you should start with the employee experience. It doesn’t matter if most of your sales are online now, and customers don’t need to interact much during the actual selling process. At some point, customers will interact with your company, post purchase or in the lead up to it, direct or indirect. Everyone is always selling, whether it is in their title or not and every interaction with your company is a reflection of an experience with it and influences sales. The retail industry is where employee customer interaction is keenest and most critical as I wrote about here: 3 reasons retailers are leading at the intersection of employee and customer experience.
  2. Sales and growing revenue is number one. It is always a high priority for companies – maybe the highest, especially in tough times. So getting sales performance right is a top priority. Understanding it is a first step. Viva Insights is a great module for this specifically as I recounted in both of the articles I referenced earlier; through the work I am doing with customers. Second and ongoing is to conduct thoughtful experiments that will improve sales performance and productivity and measuring that impact of those through Viva Insights. Viva Sales will make the delivery of improved sales performance and productivity easier in Teams, through the flow of work. This point is stressed in an interview with Microsoft’s Chief Commercial Officer: Judson Althoff discusses the companies’ newest expansion, Viva Sales (cnbc.com)
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Features that Delight – Outlook Calendar Board

The new Calendar Board view is only available in Outlook Web App at the moment but coming to the client soon. It is a delightful tool that still lets you work in calendar view but add a whole host of Applets and integrations alongside it in a zoomable canvas – very productive indeed.

There is more on this feature on the Microsoft Support site here.

I really like this view and since I do everything Outlook related in the browser, I’ve been using this for about 6 months now, which is when it first started making an appearance.

While you can bring in a Calendar or task (To Do) view into your email flow, I prefer to separate it out. Calendar work requires focus in my view. And the ability to add to other Applets and functions with their own capability that support the work you are busy with and is scheduled in your calendar, just makes this focus super effective.

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Employee Experience platform offering grows with new Microsoft Viva modules

I’m writing this post because I am working on a new trend report covering the subject: Employee Customer Experience Connection. So I have an interest in new developments in related fields and I also want to use these posts as a way to collate all these new developments so I can add them to the trend report as I go. I also am working with and advising customers in this space through my role at Microsoft (disclosure).

Viva Goals

So the first new concrete addition to the Microsoft Viva platform is Viva Goals, which was announced publicly a few weeks back. But this has been in the pipeline ever since and as a result of the Ally acquisition last year.

At left is the video heralding the announcement and it has a demo to show what it’s all about.

In a nutshell, Viva Goals incorporates OKR functionality into the platform. OKR stands for Objectives and Key Results.

This is an extremely important addition that makes concrete sense for a company that wants to manage business outcomes more holistically. OKR’s is a way to set and track company goals and trickle them down into smaller outcomes (key results) and throughout the organisation to those responsible for achieving them.

I have been using Ally in its existing form only as a way to test the functionality. I’m really impressed with how simple it is made and they also provide good, templated solutions to help create your own.

I think when it comes to good use of an OKR tool, the devil is in the details and it is how you word the OKR’s and how you tangibly create goals that are achievable and realistic that matters. This is as much art as science but the good thing is you can track effectiveness and get better over time.

Glint

It’s no secret that Glint, a similar Microsoft acquisition through LinkedIn, and Viva play nice together and there is much value to be gained in its eventual and complete integration.

In this video from a year ago you see how Glint can integrate especially well with Viva Insights.

Glint is more than just a survey tool but essentially it is used to manage qualitative feedback from employees. Marrying the outcomes from this to more quantitative measures like you would get from Viva Insights makes the combination super powerful.

It is going to be excellent to see how this area of the employee experience evolves as it is a key addition to the Viva platform.

What’s next

Obviously, I cannot say all that I know, suffice it to say that key business scenarios are going to play a leading role.

Imagine aligning Insights to specific functions like sales as I have already described here based on recent work I did and am still doing: Microsoft 365 customer questions – Sales Productivity.

The scenarios described in the post above are pretty clear I hope but you should understand they are cobbled together solutions at the moment. Far better will be when they are integrated fully into the Viva suite.

I’ll say no more than that for now, indeed I can’t. But watch this space 👀

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Features that delight – mostly – chat to self

No I’m not going mad. As the old adage says, the first sign of madness is talking to yourself. Thankfully, there is this BBC Science Focus magazine’s perfunctory dismissal of that and anyway, that’s not my point. I’m referring to text based chat, be it on mobile or PC and regardless of App, which is booming for both consumers and in the workplace.

I tried ages ago to find out if I could have a conversation with myself on WhatsApp. Turns out you can but it’s a right royal pain to activate. Also, its not persistent between devices, i.e. when I message myself on the phone, I expect to see that same message on my desktop App. That doesn’t work. See below how with the same profile, different messages between PC and iPhone based messages are shown.

Click to enlarge

I tried it on Facebook Messenger and it works – but this is an App I rarely use so no good for me. I need it where I conduct the majority of my personal conversations which is in WhatsApp.

One thing I got excited about concerning my workplace chatting which is predominantly in Microsoft Teams, is that the function is coming to Teams: Announcement by Microsoft Product Manager on LinkedIn. But it is not persistent on mobile yet 😢

I could look at a dedicated App but I don’t want another App like the interesting looking Talk to Myself App. I want to do it all in the Apps I already use heavily for personal or work purposes.

I guess all this begs the question why I want to even do this?

Main purpose and why

  1. Quick sharing between devices. Yes I could use something like Collections in Edge for links, but that doesn’t work for files so easily – they are getting a new Drop function I need to check out. For files I could use OneDrive and for notes I could use OneNote. This leads me to a second point.
  2. Because I spend so much time in chat, I don’t want to have to leave chat to open another App. Less context switching, which places a burden on ease of use, would be a boon.
  3. Journaling has many known benefits (just do a search for any number of good articles on this) but doing it in chat would be sooooo beneficial for reasons already mentioned. Check out the Talk to Myself App mentioned above on how journaling could work in a chat App. Love the tagging function especially for simple categorisation.
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Creativity Boosters to get you in the Flow – 4 of 4 – Nature

We all know Creativity at work is important. It is a leading driver of innovation and it boosts productivity. And when you are in the right flow, you are more creative and productive. Other than having a formulaic approach to better flow (Formula pins down what gets people in the “Flow”) we all want to know what leads to better creativity and some of the other outcomes it contributes to. I know what works for me and instinctively and from experience, you might know about these too. In this four part series I want to share what works for me – this post covers nature and the creativity boosters tag captures all the posts.

Creativity

First a little more about creativity and why it is so important at work. Each post from the series will elaborate on one aspect of this and then go onto the specific creativity booster that supports it.

Did you know creativity is a relatively recent phenomenon? It does seem counterintuitive since humans have been creative from the get-go, one would think. It is what set us apart from other species. But according to this article (which also has other excellent info on creativity) and Google’s Ngram tool, it wasn’t really part of the popular lexicon until midway through the last century: What is creativity? The ultimate guide to understanding today’s most important ability.

And it has come a long way since then.

One could say its meaning needs reassessing.

A recent study by Microsoft and Steelcase came up with some new themes which I have captured below – study article here: The Creative Shift: How Place + Technology + People Can Help Solve 21st Century Problems.

Click to enlarge

Nature

Whether you are for mountains, forest or water (classic icebreaker question) getting out into nature will do the trick for your creativity.

study published in 2012 was one of the first to address the effect of time spent in nature on higher-level tasks of the creative intellect, such as problem-solving. 

In 2013, research published in the British Journal of Sports Medicine showed that walking in a city park or any green space for as little as 25 minutes is enough to give your brain a rest and boost cognitive functioning.

I am very lucky to have gorgeous countryside on my doorstep and frequently try to take breaks in my day and especially when I am in the middle of a work challenge that requires creative thinking – which is pretty much always. It helps I need to walk some of my furry keeps 🐶🐶.

When I can I go on longer excursions – here is a video below from a morning hike (18 miles) I went on with a friend. I challenge you to immerse yourself in the audio (turn up the sound for the bird song) and visual and remain unmoved – imagine immersing yourself for longer than the 15 second video snippet allows.

To really make a difference to my creative output I go on longer excursions, or OuterVentures as I like to call them. Mostly these are on vacations where I try to make access to nature at least partly possible or through longer hikes with friends. I’m about to go on one such hike through Scotland on the West Higland Way: West Highland Way – Scotland’s Best Loved Long Distance Walking Route. I’ll do a write up on my return but I know I am going to come back fired up with creative juices as is always the case.

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Features that delight and distress when switching tech tools

Normally I talk about the former, features that delight, when I review any new use of technology or features I’ve come across. But there is most definitely times when distress is the case. And so in this post I have examples of both.

Spike in delight

First up is a new email app I tried on my PC called Spike. I’m absolutely loving it. They talk about “The power of email. The simplicity of chat.” Therein lies the first surprise, the way they convert email threads into a chat-like look and feel.

But it’s way more than that.

It’s also a very credible note taker. I have tried and use tons of note taking tools from Evernote (now replaced by OneNote) to Outlook Notes, Apple Notes and IA Writer, to name but a few. This is one of the finer alternatives. Most of the simple gif above shows the note functions.

I also love the way it integrates the many email addresses I have into one simple unified feed. And setting them up was no problem at all. I normally use Outlook Web App (in the browser) for work but I have lots of different email accounts on the Microsoft and Google platforms and Spike made short work of bringing them in. Since I do so much work in the browser, I didn’t want to have to open new Tabs for each of my email accounts. I was using the Windows Mail App but that was causing lots of problems with my many accounts.

All in all, email needs disrupting and this tool comes the closest I’ve seen to doing just that. Spike also does a great job of setting you up for success from the get-go with super simple in product guides and communicated instructions.


Migration hell

This is not so much about a feature or tool but more about a technology (platform) selection. For many years I’ve run email with my own domain on G Suite with Google for free. Now that the freeloading has been stopped, as part of a revamp and renaming exercise (to Google Workspace), I’ve had to consider my options.

And it’s how the companies facilitate the consideration of options that has been a bit of a nightmare and distressing to say the least.

Some of the challenges I’ve faced:

  1. Do I stay or do I go. If I want to stay on Google Workspace, do you think they make it easy to establish the cost of the alternatives – short answer, no. You have to go into your account as an administrator and go through the upgrade process and after only a few steps do you find out. The free alternative that I did have insight into does not include email with your own domain which is why I started exploring.
  2. Migrating to M365. I pay for Microsoft 365 already and use email from that subscription with another domain already. My first thought was, can I add a domain to the account after using the handy migration tool Microsoft set up: Perform a Google Workspace migration to Microsoft 365 or Office 365. I had known about the migration tool and thought the automated option would be pretty straightforward.
    1. A question of domains. However, on the questions of domains, although you can add as many as 900 domains to an M365 subscription without paying extra, what I could not find an answer for was whether I could send and receive email from the added domain.
    2. Using domains in email. I use that domain address for many accounts so it was imperative I could communicate with it exactly as it was. Firstly I could find no formal Microsoft documentation that verified I could. And then I found lots of forum topics that said it was only possible to send and receive email from the default domain which I was already using.
    3. Documentation distress. Also in the forum threads, I read that an alternative was to create a shared mailbox and set up the shared mailbox address with the newly added domain – this would allow one to send and receive with that domain email address.
    4. Support heaven. It sounded complicated so I decided to create a support ticket from my Microsoft 365 admin interface. Here was one bright spot – the response was almost immediate and I received a call. It was verified that a shared mailbox was the best way to set things up if I wanted the email address to show to the receiver in its original form (otherwise it will show as being sent from the default address). We tested this on the call and it worked. Here is some detail on how.
  3. In conclusion. Now that I had established I could use my domain, I went back to the migration process. It seems not to be so straightforward and I will likely have issues and spend more time on it than I care to. Not anyone’s fault, it must be complicated. For now I’ve decided to pay for one year of Google Workspace (Business Starter edition) which was discounted for me. I will try and migrate all the accounts with which I use the address with and then stop using that domain for email since its not my primary email.
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Microsoft 365 customer questions – Power Platform and Teams Hackathon tips

I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.

This was not so much a question as a request to present to all the hackers participating in the company hackathon in a launch event. I put a few slides together, here they are in a pdf below. Below that, a few notes of elaboration on the slides that I think need it. This follows earlier advice I shared with the same customer on how to organise the hackathon, captured in this story: How to run a Hackathon for Microsoft Teams and Power Platform. And it also builds on this earlier thought rocket: Hackathons the MVP and lean startup.

Slide 3

I wanted to instil some lean startup, entrepreneurial thinking into the hackers minds. This is also a setup for some of the later slides. The main point being that you have to have an idea of what you want to build in the way of problem/s to solve or opportunity/ies to leverage and that by definition (being future focused), you are not going to be certain that you can achieve it. I wanted to juxtapose this with the need to start building and iterating fast and testing your work as you go and that this has to mapped against your vision and course correction will be required all along the way. Course correction will require either that you refine your vision or your solution.

Slide 5

The clear point here is that you should try and build complete solutions (as far as possible) at every stage of your build. It follows naturally from the previous slide too. I also made the point that they should not be myopic in their thinking and focus too much on the technology or “product”. For instance, building a wheel which on its own, is not really usable. Rather they should think about solving a transport problem and in the image example, a skateboard could be a great first version, perfectly usable in its own right. Hopefully you get the point.

Slide 7

While the hackers were mostly focused on building apps, automations, reports and the like with the Power Platform, I did want to bring Microsoft Teams into the picture as the platform through which they should consider publishing their work. I made two points really. One is that they could develop their solutions either in the respective standalone environment in Power Platform but they could also create solutions directly from within the Teams environment – more on that here: Create low-code custom apps for Microsoft Teams – Teams | Microsoft Docs. More importantly, that they should think about bringing their solutions into Teams to become collaborative apps – a concept explained really well here: Stay in the flow of work with new collaborative apps for Microsoft Teams – Microsoft 365 Blog.

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Starting a business remote first – 10 priorities

I mentor startups from time to time, in my spare time. I am doing so at the moment with one. I am bringing my past experience to bear starting and working in startups and I’ve also written an eBook on a related subject. In the current case though, it’s more my current experience I am advising and focusing on based on my professional work at Microsoft (disclosure). This is around the use of the Microsoft 365 platform (mostly) to support collaboration and productivity.

First some assumptions to be clear on:

  1. Remote first. The team members are all distributed and not all in the same country. So far, so normal 🙂
  2. Side job so multiple other tools. Some of the members have other jobs and so there is a question of competing and even conflicting technologies that need to be considered.
  3. Early stage. This is a very early-stage startup with founders just starting to work together on this – hence the need to start from scratch.

Then here is my list of top 10 things I am focusing on – not that they are necessarily the most important, just what I can and need to prioritise for the team now:

1 Create a new Microsoft 365 account and license the users. Just because I work with this tech, I did not want to push it. Many of the members have familiarity with other platforms and this needs to be considered. In the end, after some discussion (and I presented the case in a DanelDoodle), we agreed on M365. I chose an M365 Business Standard option and here is a handy guide when setting up for the first time if needed.

2 Assign a domain that can be used in email and beyond. The team already had a domain, I was given access to manage the domain through GoDaddy, the domain registrar. Assigning it was a doddle.

3 Create a Team for internal collaboration. I started with a great template for project management. More about Team templates here. We are using this for all collaboration naturally, asynchronously and through Teams Meetings on regular sync calls.

4 Orientation page or description with clear outline of purpose. In the General Channel for the project management Team I set up, I created a simple wiki page in a Tab with pointers to everything they needed to know to get started and up and running. It also collates links and info on the function of each Channel and the tools available in each Channel.

5 Simple Task Planning – Planner in Teams is the perfect lightweight option to get started with. Members access it from a Tab in the Planning Channel in the Team that was set up from the template. Tasks are listed by sprint buckets.

6 Viva Learning and powering a growth mindset. Setting up a Tab in a Channel is straightforward and other than to bring in content covering Teams and the broader M365 platform, you can choose from the 125 free LinkedIn courses to driving learning in other important areas to fill any skills gaps.

7 Automation for competitive intel – Power Automate. One simple automation I have started with (based on a template) is to bring in tweets with relevant hashtags related to competitive activity. Will be looking for more and much of these kinds of templated flows plus many you can build come free with the M365 license (but beware of the limitations).

8 Marketing – start a website prototype. I had already started working on that and I documented that in this post: Content management with WordPress evolved – full site editing 1. This covers both the content management and website creation side of things as well as eCommerce.

9 Forms for surveys to get feedback on prototypes and other things. Microsoft Forms which comes with the license is a simple and useful tool.

10 Chat Bot in Teams (employees), later for website (customers) using Power Virtual Agents (PVA). I started with a simple pre-made BOT to support understanding of Teams. It’s snappily called the Teams Training Assistant App – you can watch it in action in this video here. I’m not actually sure it was built on PVA but regardless, it is useful for the Teams newbies. I will look to build a customer facing BOT later using PVA.

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Microsoft 365 customer questions – what and why M365

I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.

Question:

The customer is just about to launch Microsoft 365 so the decision has already been made about buying and using it. The question was more in relation to a kick off session to all staff in which I was asked to present in 10 minutes what M365 is and why it will add value to the organisation. I’ve also been asked this by others so I thought this would be a good exercise in any event.

Answer:

I’ve started my thinking on how to address this with a DanelDoodle, always a good way for me to narrow my thinking and generally sense make. As you can imagine, 10 minutes in which to explain M365, a platform so vast in capability, is not an easy task. Maybe impossible. But it is a good exercise. And on this point, this is just an exercise. This is not a definitive answer and will likely change as I prepare for my session and use this to gather feedback. Some explainers below the doodle.

Click to enlarge
  1. I started with a brief explanation in the first two blocks on the nature of Microsoft 365 in relation to the commonly held understanding that it is the Office suite you buy upgrades for every few years. It’s much more than just a set of document tools like Word, PowerPoint, etc. It also goes beyond a new name and business model. So the first block tries to explain that it is a subscription service and you get continues updates and innovation as a result. It also covers many other tools covered in the second block, more on all of them here: Microsoft 365 | Secure, Integrated Office 365 Apps + Teams
  2. I then wanted to cover the concept of the Microsoft Graph which is really important. This is pretty challenging, not sure I’ve done that quite yet. More on that here: Overview of Microsoft Graph – Microsoft Graph | Microsoft Docs
  3. I then tried to choose an area that M365 covers really well which is documents and processes. I chose some examples for each of these that showcase the two main functions. There are so many to choose from this is really difficult. I chose these because I think they capture the essence of innovative new features really well. Here is a little more on each:
    1. Analyze Data in Excel (microsoft.com)
    2. Create professional slide layouts with PowerPoint Designer (microsoft.com)
    3. Microsoft Editor checks grammar and more in documents, mail, and the web
    4. Microsoft Lists | Microsoft 365
  4. The last block covers Microsoft Teams which has become the de facto “front end for collaboration” incorporating so many other tools and components of M365. This article covers the concept I am trying to explain really well: Stay in the flow of work with new collaborative apps for Microsoft Teams – Microsoft 365 Blog
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Microsoft Teams and CRM for Sales Productivity

Bringing CRM tools into Microsoft Teams makes sellers more collaborative with the intention of making them more productive, ultimately to drive top line growth. Microsoft where I work (disclosure) positions this as collaborative Apps that keep you in the flow of work. I’ve already written about the work I am doing with customers on this here, including other technologies: Microsoft 365 customer questions – Sales Productivity. In this post I wanted to zoom in a little with a demo video I created around some new Salesforce and Microsoft Teams integrations just out and some of what others are doing.

Salesforce and Microsoft Teams

This demo goes through the standard Salesforce and Teams integrations to date but recently the functionality has been extended for Teams Meetings and so this video covers that in a little detail.

Q!kom has extended the standard integration further, powered by Microsoft Graph API. This video explains how and shows the possibilities of extension and customisation.

Microsoft Teams integration with SAP Sales and Service Core

SAP Sales is not necessarily one of the powerhouse CRM platforms out there, but they are showing innovation by focusing on this integration with Microsoft Teams

With monthly active users in the hundreds of millions, Microsoft Teams cannot be ignored.

As a core platform where work happens, integrating your solution with Teams is a great way to enhance its use.

Dynamics 365, Context IQ, Loop and Teams

You would expect Microsoft with its own CRM platform Dynamics 365, to be driving this integration too.

In this video (time stamped to start at the right time) you see it being incorporated into Microsoft Teams but also other technologies like Outlook alongside Loop and Context IQ (new AI based technologies being developed and released at present). The video is from recent announcements at Ignite – a Microsoft conference.

On the integration of D365 with Microsoft Teams Meetings, I don’t have a video to show but this is all being worked on – see documentations here: Drive seller productivity with a seamless experience between Dynamics 365 and Microsoft Teams meetings.

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Microsoft 365 customer questions – Service BOTs in Teams

I work in the business of dealing with customer questions on Microsoft 365 all the time (disclosure), either directly or indirectly. This is part of a series of posts where I share them if they can be of help to others. Where I can of course and naturally, not just the questions but the answers too. All questions and answers strive to respect both sides sensitivities (parts will have been redacted and/or anonymised) and the main topic is covered in each post title.

Question:

Can you help us to overcome a challenge our users face in how they currently access IT and HR related information, FAQ’s and create support tickets covering issues in both areas or departments?

Answer:

For the answer it is probably best to just share the two slides I used to capture the issue and challenge (in the first) and then position a solution or set of potential solutions (in the second). Below the slides, links to main solution options.

  1. ServiceNow: For how to integrate ServiceNow into Teams, start here. Universal request shows how you can incorporate cross department ticket transfers.
  2. Moveworks: More on the solution here, demo here.
  3. FAQ+: All info here, get it on GitHub here.

The customer has not yet fully decided in which direction to go and as that happens I will bring the input in here, where permissible. In the meantime, hopefully the above helps to frame things and aids decision making.

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Features that delight – reminders in context – Microsoft Teams

One of the big bets on Microsoft Teams that the CEO himself has articulated (see this post) is that it becomes a “platform as significant as the internet browser, or a computer operating system”. One key outcome of this is that if Teams does become as pervasive as this suggests and the tool where all work is done as Microsoft positions it (disclosure), then it also aids in reducing context switching.

Context switching in relation to the use of Apps is when you use multiple Apps and have to jump between them and in the process you lose context and productivity. With Teams as a platform where you can incorporate multiple Apps into it and moreover collaborate around the Apps, there is less need to switch. As Microsoft positions it: Stay in the flow of work with new collaborative apps for Microsoft Teams.

All of which is to say this theory does hold water for me in the form of a reminder App I use in Teams where I spend most of my working day. There are several Apps for this in the Teams store and I tested them all, this one is the simplest I found: Reminders for Microsoft Teams (teamsreminder.app). Here’s how it works in Teams chat.

Super simple and the only improvement I would have liked would be not to have to use the inverted commas, just natural language like some of the others. But this is minor and the added possibilities more than make up for that. Those stem from the ability to use the App in Team Channels and to involve others, as in the example below.

There are more functions, check them out on the site, e.g. reminding yourself to follow up on a message or thread. I love the simplicity of the pricing too and the low cost. These kinds of things make all the difference.

Most of all, it works seamlessly alongside all of the conversations and collaboration I conduct on Teams and really embeds itself into my flow of work.

The concept refers to far bigger and more complex Apps but it’s with these that you often find the most value.

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3 reasons retailers are leading at the intersection of employee and customer experience

As the featured image suggests, this is a thought rocket, some sensemaking on the fly – essentially some quick thoughts on a recent development, announcement, etc.

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 video from Samsung after which I have also added some additional thoughts:

This is really inspiring and makes total sense. It’s well within the realm of the possible so I don’t think this is just marketing fluff.

I dug a little deeper and found this article: Here’s how retailers can improve employee and customer experiences.

So clearly the hero’s of this video are Scandit technology and the Galaxy XCover Pro. But Microsoft Teams on which I work a lot (disclosure) also cracks a nod in the article.

That makes total sense and Microsoft is doing a lot of work with retailers on this – check this video out showing how the venerable institution that is Marks & Spencer in the UK, is using Teams to support their frontline workers.

Here’s why retailers are leading

  1. Frontline workers often kept things afloat and profitable during the pandemic and are the face of employee experience (EX) and customer experience (CX). It’s where the rubber hits the road. Frontline workers in retail (unlike in manufacturing) are interacting with customers all the time – there really does have to be a meeting of these two experience connections as I have posited in the trend that I am watching – see infographic below which I created for this. The Samsung video really illustrates this superbly for this industry specifically.
  2. In 2022, labour shortages in general but acutely for this industry will force organisations to take a closer look at the intersection of their experience data. They will need to optimise these experiences to wring out every possible efficiency in an highly pressured and competitive environment – those that do so will win. The way to do it is through insight as to how the company is delivering through and for these two critical stakeholder groups – employee and customer.
  3. Employees want what customers already have – consumer grade experiences. And nowhere is it more evident than in retail and especially when online shopping has also exploded. So consumers have become expert at using digital to enhance their shopping experience. Employees had better be up to the same level and need/want to be – often customers in store will confront employees with the fruits of their expertise and knowledge. Internal employee tools are often not up to scratch but that is changing – see the M&S experience and how vendors like Microsoft are beefing up their support to the retail industry.

I’ve also written about the retail industry in a special section of my latest trend report – you can find out more about that and get the report by hitting the button: