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SenseMaking from the Web

This post is an aggregation of recent articles that I have collected over at Flipboard on my magazine there. It captures great sense making from others, in other words, great articles from other sites I thought worth capturing and sharing. Curating good articles is a discerning process and I’ve automated the delivery of it in WordPress using a Power Automate Flow to achieve this – more on that here.

Building a Minimum Viable Product is Like Serving Burnt Pizza — Build Lovable Products Instead

Posted on August 12. Jiaona Zhang is currently the VP of Product at Webflow. If love is in the little things, then Jiaona “JZ” Zhang has a keen eye for the details that …

CIOs Examine the Inevitable Marriage of Customer and Employee Experience

Posted on August 9. August 9, 2022 Making employees’ jobs easier makes customer experience better, by almost all accounts. Where do CIOs come in on this business …

Gartner identifies 25 emerging technologies in its 2022 hype cycle

Posted on August 9. Catch up on the latest smart cities tech and the coolest tech innovations, which includes innovations in IoT, 5G, security, smart cities, AI, …

Outputs To Outcomes: Why It’s Time To Stop Measuring Productivity

Posted on August 8. Two hundred and fifty years after the beginning of industrialization, a new revolution is on : the digital one. If the automation of almost all …

AI Can’t Replace Human Creativity. But It Can Enhance It | AdExchanger

Posted on August 8. Graham WilkinsonChief Innovation Officer Kinesso and Matterkind Global “Data-Driven Thinking” is written by members of the media community and …

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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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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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Everything can change except values

I’m reminded of this truth in the title which comes from an early interview with Tim Cook of Apple I discovered the other day that I had bookmarked. It is focused on the technology business and it’s an observation on how Steve Jobs worked and it really resonated with me. It can easily transcend the technology business.

Here’s a relevant piece from the article:

There’s this thing in technology, almost a disease, where the definition of success is making the most. How many clicks did you get, how many active users do you have, how many units did you sell? Everybody in technology seems to want big numbers. Steve never got carried away with that. He focused on making the best.

Tim Cook, Apple

I do wonder if we in the Customer Success business as I am, sometimes focus too much on the clicks, active users, units consumed over the amazing that we help our customers deliver? Are our values and focus right?

I and many of my professional colleagues in the space have moved much more to a model where business outcomes matter. This is more values based, value for the customer.

But I am often guilty of obsessing over the changes in those numbers Tim refers to. Often it is in pursuit of the targets we are chasing, driven by senior executives. So one must guard against this.

Now as our world is changing rapidly before our eyes, and in many ways terribly, I am reminded of this truth more broadly.

It looks like the world is rallying around the right values. People, companies, countries are standing up for what is right and what they believe in while all around them, age old wisdoms about the order of things change. They have been reminded of what is important and what values matter.

Time will tell if the values were the right ones and whether they have prevailed.

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21 essentials for the digital enterprise in 2021

I was asked a question the other day from someone wanting to know what would be required to become a fully digital company. Big question I know and I didn’t have much time in which to answer. I came up with a fast list. This is an attempt to remember and add to it but still in the spirit of off the cuff thinking, so I’m not going to dig into too much detail. Great exercise, you should try it. So this list is extended beyond the original list to include 21 items in total, for 2021 natch and seeing as that we are at the end of it 😜

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Product led growth is not a panacea – it is a good start

Imagine not having to employ any sales or customer success people or adopt any of the tactics they use – because the product sells itself or gets utilised by users without any help. I’m being facetious, but in a nutshell that is the promise of product led growth.

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How to run a Hackathon for Microsoft Teams and Power Platform

I’ve decided, while I work in the business of dealing with customers questions on Microsoft 365 all the time (disclosure), either directly or indirectly, I might as well 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 respect both sides sensitivities. This is where I started the activity and this post uses a slightly different format but is essentially the same approach.

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Hyperconnected business and driving the next level of productivity with collaborative apps

This title is not really mine and comes from some of the headline announcements at Microsoft Ignite which took place this week. I have an interest since I work there (disclosure) and write about these things, collaboration especially. In this post I want to unpack one of the themes and product announcements. The theme is captured by the title, the product is Microsoft Loop.

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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 I would share.

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Minding the accelerating technology gap

Even if every company is now a tech company, there is still a massive gap between the early and fast adopters and the laggards. It goes beyond the chasm of initial technology adoption because now the assumption is all companies have to be using technology in some form or other to compete. The question is how well and how much are they keeping up.

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Jobs of the future will be what robots cannot do

The title of this post actually comes from a video I viewed on Big Think way back in 2016. It was a short video by renowned American physicist, Michio Kaku. I’ve just searched the site extensively to try and find it again but couldn’t. Good thing I downloaded a copy at the time and uploaded it to YouTube. I wanted to capture it as I recall it was not shareable. I have based a lot of my thinking on its prognostications since then. I first referenced it here: After robots and AI – intellectual capitalism where creativity and imagination thrive.

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State of advertising and company customer interactions 2021

My background in advertising makes this an interesting topic and you will hopefully soon see where the company customer interactions come in. I started out in the ad industry in the 90’s but left it before the turn of the century. My reasoning: the writing on the wall which indicated a gradual decline and irrelevance for the practice, especially at the onset of the technological revolution that was the world wide web. Twenty years later it’s worth pondering where things stand and if I was right in any way.

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