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.
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.
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.
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.
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
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.
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.
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:
I’ve just completed a new trend report and I am making it available for purchase and download as a PDF. I wanted to explain why and how best to consume it. I did cover the why on both the page where you can buy it and where I provided some background but here is a little more and a demo.
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.
Discovered this Japanese Zen Buddhist monk and live-looping artist, Yogetsu Akasaka. He live streams on YouTube. This is one of many. I could get into some seriously cool meditation to some of these tracks, this one in particular.
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.
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.
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.
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.
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 😜
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.
I put this simple video together the other day. I shared it on LinkedIn and it got some good feedback – check the comments. The post and comments go in to more detail in terms what I was thinking and how responses helped me flesh it out a little. So herewith, the video: