Authoritative Voices

We spend more time in Zoom and Teams than eating or sleeping. Does that mean we know what it takes for everyone to have a great experience in the hybrid workplace using these tools? The answer can be a resounding “yes” if we know how to tap into the vast amounts of data being collected on all of our UC&C interactions. In this episode, Alan Shen, CTO of Unify Square shares his experience in scouring UC&C data repositories for the key bits of data that can give us insights into a more secure and more enjoyable experience in communicating and collaborating online.

It is almost too easy to find studies showing that a great Employee Experience (EX) leads to a great Customer Experience (CX). It is much harder to, first, deliver a great work experience to your employees, and secondly, deliver a consistently great experience to your customers. In this episode, the author of 4 books on customer experience and host of The Agile World podcast, Greg Kihlström, shares practical tips from the 180 experts whom he’s interviewed in his podcast. For our interview, Greg has narrowed down that list of 180 experts to the four best stories that can help us quickly refine our customer experience strategy today.

The hybrid office is not new. It existed long before the pandemic, but we’ve forgotten how poor the experience was for remote participants. We now have a chance to reinvent meetings so that all participants – both remote and in-person – are 100% engaged and productive. How? In this episode, I interview Jim Kalbach, author, TED talk speaker, Chief evangelist, and employee #5 at Mural – a company that enables visual collaboration for the hybrid workplace. Jim shares some innovative techniques that he is using in his meetings such as “Pick your Nick” and “Ping-Ponging” that are having great success.

Part 2 of our series on XLAs reveals 4 mistakes that enterprises make in rolling out an experience management program. Neil Keating, co-founder, and Chief Experience Officer of Bright Horse gives real-world examples of these 4 mistakes – and how to avoid them. Do you see any of these mistakes in your organization?

KPIs that have nothing to do with experience.
Mismatched expectations about what an experience management tool can/cannot do.
Using surveys the wrong way.
Not making the right organizational changes and/or not having the right level of senior leadership involved.

Are you considering rolling out an experience management program that uses XLAs to measure the happiness and productivity of your workers as they return to work? Wouldn’t it be great to learn from the mistakes of others and avoid their headaches? In this episode of Weston Morris’s podcast, Neil Keating, co-founder and Chief Experience Officer of Bright Horse, shares six ‘anti-patterns’ that have delayed successful rollouts of XLAs. Better yet, he reveals how to avoid these pitfalls. As you listen to Neil and Weston’s conversation, ask yourself if you recognize any of these red flags in your organization.

What happens when you measure the experience of your employees and your customers? This is the 3rd in the series of episodes dedicated to understanding end user experience. In this podcast, Alan Nance (CEO and co-founder of CitrusCollab) shares some powerful examples from enterprises who have benefited from measuring experience – going beyond SLAs to true XLAs that enable powerful engagement.

    What popular trend in IT works against a great work experience? Standardization. In its effort to create efficiency, it is also creating a bad work experience. How do we balance the IT cost savings that standardization brings with the desire to give employees a great work experience that lets them bring real value […]

Sami and Pasi are joined by the co-founder and president of XLA Collab, Alan Nance. In this episode, the guys dive into recent study findings and how there is now data starting to show what actually works when it comes to Experience Level Agreements.

Bright Horse’s Neil Keating joins the HappyToday podcast to discuss how focusing on employee experience not only makes your end-user more productive but can lead to further benefits for the organization, such as loyal customers and shareholder value.