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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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Hackathons the MVP and lean startup

I’ve been doing a lot of work recently supporting customers with their hackathon efforts. It’s been especially focused on use of Microsoft Power Platform and Teams as core technology platforms underpinning the hackathons. I captured a best practice story about that and this is based on the many hackathons I’ve been involved in over the years.

Click to enlarge

But what I wanted to cover here was a thought rocket on where hackathons fit in to the innovation cycle using MVP’s and the Lean Startup cycle as context.

I see this as a kind of sweet spot for hackathons – cue DanelDoodle.

One key focus of a hackathon would be that it is used as a starting point for MVP’s (a key principle of Lean Startup methodology), as a main outcome of the event. That is, the winner’s ideas get taken forward for further implementation.

Thus a relatively simple yet collaboratively rich and less risky way for finding ideas to experiment with that then get taken forward through building prototypes.

Cheap and rapid experiments systematically lower innovation failure rates and risk.

These can be stage gated along the way with checks and balances so that they are constantly being evaluated for risk and future development (or not). A key measure should be through data.

The Lean Startup cycle is one of the most flexible approaches and you can easily see how what I have suggested fits in, but other innovation process flows could be considered.

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3 ways to automate WordPress and improve content creation

This is a test post to some degree as well as an explainer. I’ve been trying to work out the best way to get a post out without needing to tend to some of the tedious chores of publishing a post every time. I want to get those out the way fast so I can focus on the writing. Read on to see what I am trying out.

I make use of featured images – a lot. I try have them in every post except when I create a DanelDoodle because then the doodle becomes the only image I want the reader to focus on.

Most of the time I create custom featured images for each post because when you share on social media, the central part of the featured image stands out. Sometimes it matters less so I looked at several ways of to automate the creation of a featured image.

One was super simple which I loved but there was no way to distinguish between posts and pages (Default Featured Image). Another broke my site since the plugin hadn’t been tested to work with my version of WordPress (Auto Post Thumbnail). The third worked a charm: Quick Featured Images.

The featured image (and thumbnail) for this post was automatically generated by using the plugin so its a step I can skip when creating posts with a specific tag. I’ve started with this and will see how I go but so far so good.

Social Sharing

click to enlarge

I had a challenge with the social sharing function in the past but I am now trying to see if it has been fixed. I’m referring to the Jetpack function that you see in the screenshot.

In the past, the message I would write for the audience would overwrite the heading and excerpt I normally capture at the start of the post or in the SEO description.

I don’t want that to happen.

I would prefer it if the message was displayed in addition to the title and the excerpt I normally see.

That is because each plays its own role in making content stand out. I have been doing it manually for the last year or so but am hoping this will now work and save me more time.

Once this post is published, I’ll come back and confirm how it worked.

Block Templates

There are two ways to do this:

  1. Reusable blocks. This entire page and its layout can be saved as a reusable block. I would first have to group the elements I would want to reuse and then save the group. There’s more on that from WordPress. This does not included the featured image however and nor the headline.
  2. Copy post. I could just go to my list of posts that have been published and copy the entire post. This would copy everything and then I just need to change the things I want to change but everything else in terms of structure, would remain. More on that here.
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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:

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Thought Rocket: I tweet therefore I am

I tweet therefore I am is a gloss on Descartes I’ve reinterpreted this last year. Cogito, ergo sum – I think, therefore I am. A philosophical statement that was first made in Latin by René Descartes. My take is a modern twist on that because I don’t believe in it.

Continue reading Thought Rocket: I tweet therefore I am
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Homo Deus and the cosmic dance between humans, mind and machine

I’ve just come back from holiday where I read Homo Deus by Yuval Noah Harari.

It focuses on many things and chiefly the direction is forward looking, as opposed to his first book, Homo Sapiens, which looked backward from whence we have come.

One aspect I was fascinated by was his account of the recognised decoupling of consciousness and intelligence and how this might play out in the future given the rise of “machines” and their impact on humans.

With machines and technology getting bad press of late, I thought it would be useful to highlight the positives that I see.

It’s very much in line with my take on Dharma Hacking – more below.

I created a #daneldoodle of course, to summarise my thinking. Here it is:

And some added notes to elaborate:

Why the Dharma Hacking in the title? There is more here on what it is but essentially it is based on the the interplay between humans finding our way, developing our mental capacity (especially consciousness) and using technology to help.

We have only just scratched the surface in terms of expanding our known mental states and utilising our super consciousness.

Technology, far from being the bogey man that it currently is, can greatly help us get there.

It plays its role (intelligence), we play ours (consciousness), in a unique cosmic dance of creativity.

In this past post (The post robotic AI age and the role of creativity and innovation) I think I was somewhat deluded in my belief of what will distinguish humans based on their unique skills in the future. Intelligent technology will be able to master these skills and are already (see next point) but it will be advanced levels of consciousness (super consciousness) that will be our unique differentiators.

AI and Super AI is already doing credibly well with being creative and innovative. Check out the comments in this video I uploaded a while ago of famed theoretical physicist and futurist, Michio Kaku (you’ll need to view the video on YouTube for that). He also it appears, was deluded.

How technology will help us develop our consciousness and to what ends is outlined in some of the elements I position in the doodle. Essentially it is between the island on which we currently find ourselves with our known mental states and the antipodes of the mind as I call them. I’m not sure what these supporting roles and end states all are yet but I will be exploring further – watch this space 😊

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Thought Rocket: State of Enterprise Collaboration

As the title of this post suggests, this is a very quick thought on the state of enterprise collaboration, mostly captured in the form of a DanelDoodle – the one above. Some added thoughts/considerations:

  • In my view, each new phase supplements the last, not replaces and all products and forms of activity still exist and have a place today. But there is a natural, progressive emphasis.
  • There are many other products, I have just highlighted the major ones, no offence to the ones I left out 😁
  • The penetration & value axis is wildly subjective and not intended to be accurate. Also because it conflates two characteristics it will be difficult to judge accurately. It’s just a stab at plotting what’s important.
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Thought Rocket: Anatomy of a Perfect Customer Success

I captured a few simple points in a video a few weeks back in a flash of contemplation (hence thought rocket). Other than capture and share it here I wanted to elaborate a little. First the video:

The first thing to say is that customer success is not an isolated event or activity and this video and its content should not be taken to mean that.

Customer success is a series of purposeful activities or events which over time lead to the customer achieving their intended outcomes.

That is my super simple definition specifically as context for this post.

The 5 points captured in the video are merely outcomes that can be captured at any given time and may characterise a single moment of success. There could be many others. These are my top five. These and the others happening repeatedly over time would constitute long term customer success. This would be the true customer success.

So now onto a wee bit of elaboration on each of the 5 points because this is a thought rocket after all and I don’t want to over think it.

1. Outcomes

Probably the most important thing about any short or long term success is that a business outcome is achieved. Of course the ideal is that it is positive and satisfies the customer but I would also say that it should be the result of purposeful intent. That means you achieved what you set out to achieve. Unintended outcomes can happen and you can even allow for those and they can be of greater consequence. But better would be those that were achieved as a result of purposeful cause and effect planning because this can lead to repeat-ability.

2. Stories

Being able to capture a success in a way that it inspires greater use, adoption, success and value creation is best. Not all successes can be made into a great story. Stories are what capture the imagination and drive greater momentum but the detail of that is for another post.

3. Reuse

If the success can be reapplied in the same area (team or department say) or ideally even more broadly (another team or even department or company) then so much the better. This again drives further use, adoption and success and is fundamentally a scale lever.

4. Measurable

The ability to quantify or qualify the success in some way greatly increases the value of the success. Nothing succeeds like tangible, measurable success. Especially if it fits in with predefined targets you intended to achieve and then you blow them out the water. I’m talking KPI’s baby 🎯 😁

5. Permanence and impact

If it succeeds in changing behaviour and sticks then so much the better. Most customer success efforts are oriented around driving a change in behaviour so that different outcomes are achieved. This is most often the promise of the new technology being sold, implemented and adopted. So this becomes “très importante”.

What else, what have I missed, what would be your top 5 – let me know in a comment if you dare 😜

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Thought Rocket: The Conversation is the Collaboration

Workplace chat is something I am heavily focused on at the moment, i.e. my customers use of Microsoft Teams. Either through lack of knowledge or legacy thinking, I’m faced with initial confusion. This quick video aims to tackle that.

I’m trying to emphasise that it’s not about the many things I get asked to address first. After doing a demo, often the immediate questions are around how to structure files and folders, Teams and the different environments themselves, how to organise Teams and Channels, Tabs, etc.

I try get to the essence of a tool like Teams. For me it’s first and foremost about the conversations – in channels or chats. That is where the essence of teamwork and collaboration happen. Get that right and then the structure will flow – that is the right order and based on getting the hard but most impactful stuff done first.

That is the essence I am trying to distil in the short video which is a play on Marshall McLuhan’ famous view on the Medium is the Message. So since this is a thought rocket, a super quick view on things expressed in a short video, doodle or blog post, I’ll leave it at that and for you to make of it what you will.