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AI Tech

𝐇𝐨𝐰 𝐟𝐚𝐫 𝐝𝐨 𝐰𝐞 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐠𝐨?

how far do we want to go

Written by : Marcus Parade on Digilah (Tech Thought Leadership)

… 𝐚𝐧𝐝 𝐡𝐨𝐰 𝐟𝐚𝐫 𝐜𝐚𝐧 𝐰𝐞 𝐠𝐨?

There will be a time sooner than we think, when you will not recognize the difference of a human being and a human robot said an expert of robotics already 10 years ago.

We are still in our early days of AI and robotics and already now, amazing advances have been made in a very short time.

In concern of AI, all kinds of industries are or will be affected, where huge amounts of data are accessible to be processed.

𝐀𝐈 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐩𝐫𝐨𝐯𝐢𝐝𝐞 𝐢𝐧 many cases better efficiency, insights and incredible time savings and therefore also support an increased competitive advantage. 

AI is one of the most exciting and rapidly advancing technologies of our time.

𝐖𝐡𝐢𝐥𝐞 𝐠𝐨𝐯𝐞𝐫𝐧𝐦𝐞𝐧𝐭𝐬, 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐚𝐧𝐝 𝐩𝐞𝐨𝐩𝐥𝐞 𝐚𝐫𝐞 𝐬𝐭𝐢𝐥𝐥 trying to figure out the legal and ethical implications of a content world increasingly turned on by AI, is the progress of this technology advancing “day by day”.

𝐖𝐞𝐥𝐥, 𝐥𝐞𝐭’𝐬 𝐭𝐚𝐥𝐤 𝐚𝐛𝐨𝐮𝐭 𝐰𝐡𝐚𝐭 𝐀𝐈 𝐜𝐚𝐧 do now for us 🙂💡. We’ve all heard of Alexa, Google and Siri Assistants – these are all examples of AI in the form of virtual assistants. 

But AI is also being used in a far more wide range of industries – from healthcare to finance to retail and much much more.

For example, AI-powered diagnostic tools are being used to help doctors identify diseases like cancer more quickly and accurately. In finance, AI is being used to detect and prevent fraud.

And in retail, AI is being used to personalize shopping experiences and make precise recommendations to customers.

AI is also being used in many other industries such as transportation, manufacturing, law, astronomy, agriculture, energy – basically 𝐲𝐨𝐮 𝐧𝐚𝐦𝐞 𝐢𝐭 and again – the AI is getting better day by day …

𝐁𝐮𝐭 𝐰𝐡𝐚𝐭 𝐚𝐛𝐨𝐮𝐭 𝐨𝐮𝐫 𝐟𝐮𝐭𝐮𝐫𝐞 🌎? 𝐖𝐞𝐥𝐥, 𝐭𝐡𝐚𝐭’𝐬 where I find things get really interesting. Some experts predict that AI will eventually be able to do just about anything a human can do and I personally think even far far beyond in many fields.

For example, AI can be used to perform complex surgeries and improve our mobility and here I do not only mean self-driving cars, but also the overall complexity of traffic and logistics and more.

AI is also expected to play a key role in fields such as natural language processing, image recognition, climate prediction and the bit scary part – military weapons and operations.

What I particularly like is that AI might even find out more about the languages of our whales singing 🐳🎵🐋 as well as other animals 🦅. This will teach us a lot about language structures, communication, emotions of animals and even ourselves.

𝐀𝐈 𝐚𝐥𝐬𝐨 𝐡𝐚𝐬 𝐭𝐡𝐞 𝐩𝐨𝐭𝐞𝐧𝐭𝐢𝐚𝐥 𝐭𝐨 change the way we consume information, and how we interact with our world 🌏. As AI becomes more advanced, it’s expected that it will be able to “understand ” natural existing and ancient languages, and carry on conversations with humans that are indistinguishable from conversations with other humans.

𝐌𝐚𝐲𝐛𝐞 𝐰𝐞 𝐣𝐮𝐬𝐭 𝐡𝐚𝐯𝐞 𝐭𝐨 𝐥𝐞𝐚𝐫𝐧 𝐭𝐨 𝐚𝐜𝐜𝐞𝐩𝐭 AI as an additional mega tool that helps our lives to make our challenges easier. 

A bit questionable I personally find though, that there are many start-ups now, tapping markets for people, that want to hold conversations with their beloved ones that have passed away 💛.

Whereas it is often a big challenge to cope with a lost life, I think it is also important to strive forward towards our future. But everyone should decide for themselves and I think experiences will solve many questions.

AMAZING 𝐀𝐈 𝐰𝐢𝐥𝐥 𝐚𝐥𝐬𝐨 𝐛𝐞 𝐚𝐛𝐥𝐞 𝐭𝐨 process and understand images and videos, and make predictions, decisions and summaries based on all kinds of data. 

What has been recently released for example is the AI used for texting called chat.openAI.com (COAI). The provided data for this platform here is the complete internet that is open and not secured.

𝐍𝐨𝐭 𝐰𝐢𝐭𝐡𝐨𝐮𝐭 𝐫𝐞𝐚𝐬𝐨𝐧 𝐢𝐬 Google on “red 🚨 alert”, as their business strategy is nowadays being questioned as them not being up to date enough in comparison to the progresses of AI.

Whereas the search engine of Google relies on their algorithms to search for the most relevant results, will AI be able to provide more and more precise SUMMARIES of different sources combined of what you are searching for.

𝐁𝐮𝐭 𝐭𝐚𝐥𝐤𝐢𝐧𝐠 𝐚𝐛𝐨𝐮𝐭 𝐩𝐫𝐞𝐜𝐢𝐬𝐞 results, so far the results of the AI and COAI are amazing, but when I read some of the AI texts, you will be able to detect some limits at the stage of today. So far the texts of COAI sound quite emotionless and yet quite perfect in many cases.

As an example, job applicants have been invited for job interviews by letting AI write ✍📜 them their resume as well as the attached letter. In the end, we humans have to decide, if we want to use the AI proposals, adjust it or leave it out. 

And such as in the example with the job interview, no AI can play your individual role, your character and your true emotions while talking in real life face to face.

𝐀𝐥𝐬𝐨 𝐢𝐟 𝐲𝐨𝐮 ask the AI for jokes on COAI for example, I found them 𝐬𝐨 𝐟𝐚𝐫 a bit middle range. I asked for example 3 times, to tell me jokes about AI:

“Why was the AI sad 😪? Because it had no emotions.”

“Why did the robot 🤖 go on a diet? Because it wanted to reduce its “byte” size!”

“Why was the AI cold ⛄❄? Because it left its algorithms open!”

𝐓𝐡𝐞𝐬𝐞 𝐚𝐫𝐞 𝐨𝐧𝐥𝐲 𝐨𝐧𝐞 some examples, where the AI so far is still hitting its limits. It is also possible that these jokes existed already in the internet and that the jokes were not independently combined.

But as mentioned, AI gets better day by day. The AI will even be able to adapt to your personal writing and speaking style and you will be able to “outsource” many kinds of texting AND research.

In my opinion, ANY industry that is involved with any kind of texting or large data research – even companies such as creating advertising spots and many many more, will be affected “massively” by the progress of AI. The innovative ideas however I will stay in our power 🤜 – if we choose to.

𝐀𝐬 𝐨𝐟 𝐧𝐨𝐰 𝐈 𝐰𝐨𝐮𝐥𝐝 𝐬𝐚𝐲 𝐜𝐨𝐦𝐩𝐚𝐧𝐢𝐞𝐬 𝐰𝐢𝐥𝐥 need less employees, as any kind of texting can be done much faster. And the AI even at this stage can deliver very good outputs in order for people 🎭 to have a much faster start with the usage of COAI.

In my opinion, “luckily” so far, the human evaluation and creativity is more than absolutely needed, but let’s talk again in let’s say 10 years again – the dice 🎲 might roll on improved adapted ground …

𝐁𝐮𝐭 𝐢𝐭’𝐬 𝐧𝐨𝐭 𝐚𝐥𝐥 𝐫𝐚𝐢𝐧𝐛𝐨𝐰𝐬 🌈 𝐚𝐧𝐝 sunshine 🌞 – some people are worried that as AI becomes more advanced, it could lead as mentioned to widespread job losses and even the rise of a robot 🤖 “rebellion”.

There is also a concern that AI could be used to create autonomous weapons, and to gather data on individuals without their knowledge or consent.

𝐖𝐡𝐚𝐭𝐞𝐯𝐞𝐫 𝐲𝐨𝐮 𝐦𝐢𝐠𝐡𝐭 𝐭𝐡𝐢𝐧𝐤 𝐚𝐛𝐨𝐮𝐭 Elon Musk, but I find his quote about AI very interesting, that AI could be the biggest threat for human kind. 

Logically I think however, it should “easily” be possible to create secure gateways for AI not be able to become independent and to totally restrict opportunistic behaviour in favour of AI so far.

𝐇𝐨𝐰 𝐟𝐚𝐫 𝐝𝐨 𝐰𝐞 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐠𝐨?? I personally believe that most technological advances will be tried out if it is more or less promising for a competitive advantage.

It’s also integrated in our genes for our survival instinct to strive for technological advances. As AI provides competitive advantages and an easier life, this is and will be part of our evolutionary processes of technology surrounding us. 

It will accompany us now and for our common & united future. As the scientist Darwin already stated “Survival of the fittest”.

𝐄𝐭𝐡𝐢𝐜𝐚𝐥 standards will need to be set, as the AI is extracting and combining data from all kinds of previous inputs that is found in our internet. For example the first upload bans for AI artwork have started. 

I can follow these measures and as of now, I think AI inclusion should a t least be identified, but this could also be wishful thinking…

𝐎𝐯𝐞𝐫all, AI has the potential to make our lives better in countless ways. 

AI can helps us be more efficient and productive, it can help us make better decisions, and it can help us to understand and interact with the world in innovative, inspirational and faster ways.

And who knows, maybe in the future we’ll all have robot butlers to do our chores and make us 007-🍸 Martinis or whatever … 😁

𝐒𝐨, 𝐭𝐡𝐞𝐫𝐞 𝐲𝐨𝐮 – we – 𝐡𝐚𝐯𝐞 𝐢𝐭 – 𝐚 brief overview of what AI can do now and what our future might hold. 

It’s an exciting time to be alive and to see how far AI has come, and it is going to be even more exciting to see what our future will reveal.

The possibilities are quite endless and I am most curious to see how AI will shape our world in the coming years ahead to our common advantage.

𝐓𝐨𝐝𝐚𝐲’𝐬 𝐀𝐈 𝐢𝐬 still narrow and often yet not so very intelligent, but it soon will be, as the tech is getting better day by day – like the harnessing of electricity – that has changed the very fabric of our human life. 

Some scientists proclaimed that in 2029, AI will be “smarter” than us humans – others say quite a bit later…

𝐋𝐞𝐭 𝐮𝐬 hopefully only go as far, as where we humans still remain the ultimate decision making power without opportunistic behaviour. AND having unifying sustainable goals supported by AI, to save our lovely planet with humans living on it 🌍

💛🌹🌞

𝐈 𝐡𝐨𝐩𝐞 𝐯𝐞𝐫𝐲 much you like or found my article somewhat inspiring – 𝐈𝐅 – perhaps you might like to comment or place a 👍 or so? 🌞

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Digi Tech HR Tech

The hidden life-changing (and money-making) power of Change Management

The hidden life-changing (and money-making) power of Change Management

Written by : Lata Hamilton on Digilah (Tech Thought Leadership)

It’s no secret that digital transformation is the hottest thing since sliced bread, and everyone wants a piece of this money-making pie.

Whether it’s going to make your company money or save your company money, the future is new technologies that turn old, manual processes into faster, simpler, automated magic.

But what happens when your digital transformation dream goes up in smoke, and you’re left holding the ashes? You’ve spent bucketloads on innovation and development but for some reason your amazing platform, system or app hasn’t hit the mark, isn’t being used properly by your staff, customers or clients, has run over deadline, and left you feeling you’ve wasted not just money, but also time, effort, energy and hope.

You wouldn’t be alone. 

A massive number of digital projects fail. A 2020 Forbes article found that the number of technology projects which experience serious issues in things like cost, schedule, and goals can be up to 60%! I’ve seen it myself on major digital transformation projects that I’ve worked on with some of Australia’s biggest companies.

But there is a silver lining. The same Forbes article found that the secret to reducing technology project failure rate is often: people.

How?

Through the power of Change Management – which can not only transform your transformation, but also your results.

My simple definition of Change Management is: “moving people from one way of doing something to a new way of doing something, through communications, training, and business readiness, to realise the benefits of the change.”

People are the users of any digital technology – they are the ones that unlock its potential. The sad truth is that people are hard-wired to hate change. 

Even when a new technology could save time, effort and expense, most people will still resist it. 

Change Management encourages inviting people in to co-create and co-design what the change will mean for them, give them, and bring them. It builds trust instead of fear, empowers your people to own their future, and helps them get ready for a new way of doing things.

Here are some practical Change Management-inspired approaches you can use to help launch your digital technology more successfully with staff, customers and clients:

  • Co-design the features and processes of the new system with actual end users so it’s fit-for-purpose, user-friendly, and loved before launch.
  • Get your teams ready for the new way of doing things by clearly explaining to them how their processes and tools will be different and what they need to do to prepare.
  • Build a microsite and provide regular project updates, news, training tools, and resources – as well as a countdown to launch and a forum to ask questions!
  • Do live demos of the technology all the way through development – seeing is believing!
  • Give people the chance to get hands-on with the system before it’s launched – even if there’s still bugs, it will help build confidence in the solution.
  • Create an exciting launch event – bring it to life with a quiz, competition, or lucky draw that requires people to try out the new system, with super cool prizes on offer.

Bringing people on the journey not only changes your experience of leading a digital project, but improves the likelihood of success.

The Forbes article also suggests building soft skills, supporting leadership, and offering better training experiences – which are all things a great Change Management expert can provide.

If you want to learn more about the power of Change Management, download my free “Change Hackathon Planning Workbook” here which steps through how to crowdsource and co-create future ways of working during transformation and change.

Name and title:

Lata Hamilton – Change Leadership and Confidence expert

Bio:

Lata Hamilton is a pocket rocket burst of energy with a big heart… and big hair! She helps women carve their own paths for change in their career, leadership and life. Lata is a Change Leadership and Confidence expert, the creator of the “Leading Successful Change” program, and the Founder & CEO of Passion Pioneers.

Websites:

www.latahamilton.com 

www.passionpioneers.com.au 

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HR Tech

Use the right PLATFORMS

use the right platform

Written by : Lori Figueiredo on Digilah (Tech Thought Leadership)

As a leader you are likely to leave all the decisions on where learning occurs to others.  However there are many reasons why you should be interested in how to create safe spaces where you and your people are learning.

As demonstrated in the earlier example (PROCESS article), if you yourself are an active learner your people will mirror your daily habits. 

If you take the time to become aware of the options and you consciously become an active learner developing yourself aligned to the shared PURPOSE with a clear PROCESS – this in itself is a powerful force aligning your teams to your strategic ambitions.  

Let’s explore how you can think about which platforms could be used.  Going back to first principles – we can learn and therefore create safe spaces on the web, in a workshop or in the workplace.

You as a role model – As a learner, you yourself should be leading the way and being an early adopter curious to explore new learning technologies that enable digital learning. 

Are you trying out Chat GPT as an example and what enterprise learning technology platforms are you using?  Do you demonstrate that you are learning in the workplace which is called action learning? Are you participating in workshop sessions which enable social learning? 

What investments do you approve – I have had leaders approve a very expensive learning technology because it had spaceships – which by the way were completely irrelevant to the behaviours, mindset and culture they needed to achieve better results.

If you are consciously leveraging learning technology to upskill yourself, you will be fully equipped to influence the requirements, selection and adoption of platforms that enable digital, social and action learning.

Return on investment – Are you aware if your organization is investing in the right platforms or spaces that best suit the target audience and the nature of the impact required?

Are you purely signing off on budgets that may be totally ineffective, while your entire organization continues on the same track, not making any changes at a behavioural, mindset and skill level?

On the other hand your teams are using their valuable time addressing recurring problems or losing customers from poor service or paying fines for ethical misconduct due to the way the organization works and learns together?

All this is happening because the why, how and where your people are working and learning together is ineffectual.

For example many organizations still spend lots of money on online content with low adoption rates and yet every year these online subscription licenses are automatically renewed.

We are not pro- or anti- digital learning (or eLearning as it was called) or classroom training.  

It is the conscious decision to combine the 3 ways we learn naturally (through Education, Experience and Exposure) with the 3 places where we learn.

So here is a way they think about this and nudge yourself, your leaders and teams to leverage the available PLATFORMS most effectively. 

For each micro-learning experience every team can:

*LEARN on the WEB – use digital learning to identify, curate and consume relevant content just-in-time 

*APPLY the learning in the WORKPLACE – use action learning while working on tasks or jobs to be done

*REVIEW it in WORKSHOPS – use social learning to reflect, assess and adjust your behaviours and results

In fact, this is often referred to as the 4th – which is E for environment. Much research and your own evidence will confirm that creating safe spaces for learning on the web, workplace and workshops is a critical ingredient to drive the critical behaviours and results of any community or ecosystem of people navigating change.

We use a digital-action-social learning cycle using the web-workplace-workshops for each unit of learning from a simple to a very complex learning strategy.

Using this as part of the 5P framework anyone is able to create a highly scalable and sustainable learning, enablement and change strategy with strategic impact. 

Collectively leaders can reach millions of people with deep and meaningful impact on their behaviours and results which in turn leads to people and organizational transformation, success and growth.

Furthermore you are creating psychological safety in your organization which is a fundamental role as a leader. Aligning the PLATFORMS to the PURPOSE and PROCESS, ensure you are leveraging all the possible spaces and embedding continuous learning, adapting and improving as a daily habit into your operating rhythm.

 

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For more such amazing content follow DigilahAre you purely signing off on budgets that are
ineffective . . . while your entire organization continues on the same track,
not making any changes at a behavioural, mindset and skill level.any 

Categories
Mar Tech Logistic & Travel Tech

Revive Customer Experience (CX) in the Hospitality Industry

Revive Customer Experience in the Hospitality Industry with a CX Solution

Written by : Krutant Iyer on Digilah (Tech Thought Leadership)

The travel restrictions in many countries have eased. Hotels and group tours are filling up. The travel and hospitality industry were the worst-hit sectors during the pandemic.

The challenges of going through the lockdown. No more dining out, partying with friends, or even setting out on a staycation with family.

We have come a long way. Even though most countries around the world have lifted travel restrictions, people are still apprehensive about booking a flight ticket, pre-paying for a hotel booking, or even dining at their favourite restaurant. But that doesn’t mean people are not keen to go out again.  

The pandemic has changed the hiring landscape in nearly every industry, including hospitality. Now that the worst of the pandemic is over, the industry needs to thrive with the highest focus on customer experience (CX). 

Leaders from the hospitality industry are well aware that compassionate customer service is the key to creating an excellent guest experience and winning their trust and loyalty.

Silent Pitfalls of Customer Experience 

  1. A New Generation of Well-Informed Customers

The post-pandemic traveller is savvier than before and has higher expectations from businesses.

The new-age customer is smart enough to not make a booking online before searching all avenues for the best price available, and if by chance the price on the official website is higher than the one offered by an online travel agency, then that business is likely to see a dent in their revenue. 

From searching and booking the experience to sharing stories about the experience, customers expect businesses to go over and beyond in fulfilling their expectations for ‘something different and hip’ to be considered a full-course 5-star service. 

  1. Bad Experiences Shared by Customers

One bad experience is all it takes for customers to take to social media and vent about their negative experiences.

It is also true that customers are not so driven when it comes to sharing positive experiences and need to be goaded with enticing add-ons or coupons to share one. 

Customers expect instant gratification and to accommodate customers’ on-the-fly requests, businesses need to have holistic visibility of their entire journey to craft top-notch experiences.  

  1. Data Collection and Personalisation

Most hospitality businesses have marked their presence on various digital channels to actively engage with their customers and offer personalised services. However, this is not the case.

Their efforts are hindered by the lack of availability to collect data from various distributed systems and use this data to fulfil customer expectations. 

When customer data is distributed across multiple systems that have no way of integrating into one, centralised destination, it leaves the customer-facing teams grasping at straws to fulfil customer expectations.

  1. Disconnected with Customer Service Touchpoints

Multi-channel communication hailed the pre-pandemic era. 

However, the landscape has seen unprecedented changes. Most businesses are out of touch with how they handle customer enquiries across individual touchpoints. 

To deliver great customer experiences, the hospitality industry needs to first provide its employees with the resources they need to thrive in any situation. 

An increased focus on CX opportunities as we head into 2023 and beyond will be crucial to boosting team productivity, performance, and engagement. 

Let’s take a look at some important pillars of how the hospitality industry can reboot customer experience with an omnichannel transformation.

Roadmap to Experiential Transformation

  1. Deliver Proactive Customer Service

Having an online presence is just half the battle. The other half is taking a more proactive, consultative approach for online visitors. Rather than depending on conversion rate optimisation (CRO) techniques, have a smart greeting function to welcome visitors. 

While some visitors prefer to browse alone to find the best deals, others will appreciate you asking questions to better understand what they are looking for, and their requirements. 

The most pleasant moment is when the visitor is greeted in the native language. When the customer-facing agent speaks the customers’ language, this shows the efforts the business is willing to make to satisfy their needs. 

A visitor clicks on the live chat link below the smart greeting, for example. From the enquiry window, your sales agent knows the visitor browsed a cosy resort. 

When it comes to the hospitality industry, the customer experience begins right from the moment of discovery and the first interaction. Businesses need to proactively engage with visitors to convert them into paying customers.

  1. Connect Customers with the Right Experiences

Bridge the gap between telecom and digital experiences, by unifying all touchpoints on a single platform.

Businesses can create frictionless and contextual experiences by effortlessly switching between social media channels, emails, SMS, video, and phone to adapt responses. 

Post-pandemic customers are looking for live human support on their preferred channel of communication. Go further and provide them with real-time, humanised experiences at every touchpoint backed by customer intent and sentiment data from a unified dashboard.

Some visitors are hesitant to move forward, in this instance for the cosy resort booking because of some safety measures of the theme park.

It takes a split second for them to leave a chat and never return if their needs are not addressed optimally. 

The ability to share files within the chat widget ensures that the chain of conversation does not get broken, and empowers the agent to keep the interaction contextual. 

To ensure the visitor can make an informed purchase decision, your sales agent even turns the chat into a video call and offers a virtual tour of the resort. 

Conversational AI capabilities can turn the live chat into a live video tour to seamlessly assist customers through the booking process. This will expedite the decision-making.

  1. Humanise Customer Relationships in a Digital World

The hospitality industry needs to transform its customer experience to emulate real-world, personalised services. 

This can be achieved by using smart capabilities such as sticky routing. Sticky routing empowers businesses to direct returning customers to the same customer support agents who attended to their previous enquiries.

Let’s say the customer who booked the resort returns to your website again after a few weeks. This time, the customer enquiries about the availability of corporate booking packages for the company’s annual event. The customer is then directed to the same agent who attended to the previous enquiries. 

Intelligent routing and binding rules act as tunnels to ensure customers receive personalised service and help in establishing efficient workflows. 

  1. Adherence and Compliance with Data Security

Keeping data secure, private, and safe from breaches takes precedence when businesses decide to digitalise their traditional processes.

Currently, many businesses are limited by the strict regulations implemented by the governing bodies on outbound telecom communication services, which impedes their ability to effectively use calls and text messaging services.

Customers’ details are a wealth to a business.

They are highly confidential. Empowering the business with a robust cloud-based unified communication solution is highly essential. 

To connect customers with businesses securely and offering data retention capabilities following the government regulatory requirements is critical.

Key trends driving the hospitality industry

If you are wondering about the forces that are driving the hospitality industry after coming out of the pandemic, these numbers would make you sit up: 

  • 97% of millennials share their travel experience on social media 

  • Approximately 90% of customers are willing to share their behavioural data if it can lead to them being offered an affordable brand experience  

  • 80% of customers feel more emotionally connected to a business when customer service solves their problem

  • Sales in the leisure tourism market are projected to grow at 19.5% CAGR 

  • 86% of customers are willing to pay more for a superior customer experience 

  • Customers who are loyal to a business spend 67% more than new customers

Look forward and understand your customers better

To deliver on ambitious aspirations, the hospitality industry needs a deep understanding of its customers. The needs and expectations are constantly shifting. 

With the right omnichannel CX solution, businesses can offer secure and personalised experiences to their guests while eliminating loopholes from disjointed touchpoints. 

Businesses are paving the path to a brighter future by making efforts to enhance their relationships by proactively engaging with their customers on channels of their choosing.

Leverage the power of a unified CX and EX solution to create a truly connected, intuitive, and immersive experience. To learn more about CINNOX, request for a demo or sign up for a free trial.

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Examples of good customer service in travel and tourism

Future of travel industry after COVID

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HR Tech

Adopt a clear PROCESS

Adopt a clear PROCESS

Written by : Lori Figueiredo on Digilah (Tech Thought Leadership)

Every day, as a leader you are “designing learning experiences” – for yourself and your teams.  It’s likely unconscious and it should become conscious as it is a core aspect of being human and achieving breakthroughs – since every day, life is our classroom. 

Most importantly the way you work AND LEARN with your ecosystem of stakeholders influences the way they operate in the way you engage with them. In addition, you are role modelling your behaviours or habits as a learner. 

Every moment of the day you demonstrate how you respond to change – whether you are adaptive and constantly learning, reflecting and improving or whether you are stuck, inflexible and not adaptive at all. Take note, active learning is a future skill identified as critical by the World Economic Forum.

As we know “what got you here, won’t get you there” which was made famous by the book of the same name by Marshall Goldsmith. 

Yet when uncovering the status quo and the future path ahead, in many leading organisations, leaders expect organizational change and behaviour change as well as different results from their teams. 

Yet they themselves are still behaving and measuring KPIs which directly block the innovation, agility and adaptability required to create the changes expected.  

On the other hand we have worked with legendary leaders who are at every level – strategic, tactical and even at a personal level – are leading the way as active and agile learners.  

When a CEO managing a

billion-dollar organization was consuming new content, applying the new content immediately and then constantly sharing his own formal and informal insights gained daily – everyone in the organization followed his example.

In this organization, you could feel the alignment, you could feel SYZYGY and breakthroughs in performance happened daily! He, furthermore, was well prepared to be involved in the organizational enablers that support agile teams, as he himself was agile.  

He guided the selection of the learntech platforms we explored to enable digital learning. He himself was involved in social and action learning with his peers and subordinates as a daily and conscious habit.  Because of this “operating or engagement model” his people were fully aligned with his strategic priorities and the shared purpose was clearly evident – as depicted in the visual.
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Therefore, for leaders and teams to work AND LEARN together in a way that is agile, the leaders of any organization, community or ecosystem need to adopt a clear process.  

What we mean by that is – as a daily habit – to consciously combine the 3 ways we learn naturally towards achieving the pre-defined change or clear PURPOSE: 

  • Learn key content = Education = LEARN IT!
  • Learn by doing = Experience = APPLY IT!
  • Learn with/from others = Exposure = REVIEW IT!

Let’s use a BIG example, let’s explore the end-to-end professional development journey as a private banker from new hire to being a leader OR a small example, constantly improving how the frontline ensures customers feel welcomed as they enter the store, bank, restaurant or hotel.

For both examples when we are highly effective, we would naturally break up a huge, or tiny, body of knowledge into small independent and discrete units.  This natural phenomenon has been labelled microlearning.  

For both examples high performing individuals and teams would pre-define the PURPOSE to ensure IMPACT.  

As anyone navigating change and their own learning journey, for every microlearning unit, using our PURPOSE, we would have defined what each Learner or group of Learners needs to ACHIEVE (results), DO (behaviours) and LEARN (knowledge, skills and attitudes). 

Whether you are the head of learning or the head of Private Banking enabling thousands of private bankers or a private bank navigating your own development, creating this role clarity is critical.

Now the PROCESS for the consumer of the learning, we go in the opposite direction. We first LEARN the critical knowledge, skills and attitudes through Education. 

Then we immediately APPLY the learning by doing which involves learning through Experience. In addition we REVIEW what we are learning when we exchange, discuss, get coaching, get inputs from others and this has been labelled “Exposure” as part of the highly researched and documented 3Es.

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Therefore, to create a clear PROCESS, we start by breaking down the learning into bite-size chunks with every microlearning unit being made up of LEARN-APPLY-REVIEW.  

Let’s think of these units each as an engaging and meaningful learning experience. Thereafter these series of experiences are strung together into learning journeys.  

Finally at an organizational level, many such learning journeys roll up to define the organizational learning strategy. Note that typical organizational strategies when deployed range from including fully end-to-end structured journeys to more dynamic journeys where agile practices are adopted as daily habits.

This visual shows an example of a mobile learning app where the PURPOSE and PROCESS where embedding in to design and navigation of the end-to-end learning journey to enable the required behaviours and results.

From an organisational perspective, we recommend starting with the big picture using the 5P framework to set the overarching learning strategy. Then prototyping specific learning journeys to test and improve the strategy. Over time the specific way of working and learning together for a positive impact is embedded in the culture of the organization.

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Ad Tech Web 3.0 Tech

IS YOUR BRAND METAVERSE READY?

IS YOUR BRAND METAVERSE READY?

Written by : Srishti Jain on Digilah (Tech Thought Leadership)

You need not answer that. It’s clearly a rhetorical question. What we mean is how ready is your brand to start the Web 3.0 Journey.

Let us first start with telling you about Evolution of User Experience in the Digital space. 

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We are currently in the Transition phase and slowly moving towards AR VR Wearables & Mixed Reality devices as an everyday utility. While your customer base is moving towards the Web 3.0 it’s important for your brand to jump on the wagon.

What it means is you change your communication and your content to something more engaging, a lot more immersive and definitely more interactive, allowing two way communication

At retail level, we can explore Interactive store facades, Virtual try-on, In-store engagement games, Interactive Visual Merchandise and Immersive in-store experiences.

What is Augmented Reality?

Augmented reality (AR) is overlaying visual, auditory, or other sensory information onto the real world to enhance one’s experience. You don’t need fancy wearables like Heads sets or smart glasses to access it, rather it can be accessed through mobile apps or on your phone’s web browser. 

Does AI come handy in building AR experiences?

Yes, Use of Artificial Intelligence plugs computer intelligence into the entire user journey to make the experience seamless. Say, a chat bot or an AR bot to guide you through the entire journey will enhance the entire experience many fold.

We integrate self-training AI modules into some experiences which understand Human behaviour and make the journey better.

How Retail Businesses Are Using Augmented Reality?

Augmented Reality allows brands to develop smart retail experiences that influence their customers’ perception or buying decisions.

Retailers have traditionally relied on print advertising campaigns or other media to promote products. Being divided in the past, print, media and in-store marketing efforts are merged today into the comprehensive consumer experience via augmented reality.

Retail AR spans from enhancing VM display windows to product Trial experience, from in-store engagement to Smart mirror installations and much more.

Following the trend, augmented reality has emerged as an innovative tool that allows brands to interact with consumers on their mobile devices or on pre-installed set ups. Soon this experience will extend to smart glasses. 

Below examples of AR speak for themselves:

Nescafe Virtual Date

Link to above images

A fabulous AR portal for the youngsters, where they can walk-in, explore, interact, and also share with loved ones. From writing the name of their loved one on a virtual canvas to watching a shooting star, this Valentine’s Day specific immersive activation was a grandeur. 

Interesting Insight: This pack lead experience increased pack purchase and communicated appropriate content for the right TG

Ponds Influencer campaign amplified by AR

Link to above images

A gamified Social-AR campaign on Ponds’ new product launch, where users had to move around the Ponds Serum with their face and pop the bubbles containing elements harmful to skin. Bursting bubbles increases “Glow meter” above the user, which when filled gratifies the user with a sparkling glowing skin.

Interesting Insight: User Generated content saw a big jump during this campaign building the much needed hype a brand wants in the initial phase.

Mural in Manhattan

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Link to above images

This Mural on Road Safety in Manhattan comes to life in AR when passers-by scan it via a mobile App, enabling Artists to add another creative layer to their work and elevate the message within the Art and communicate with the world. 

Additional features: Location sensing, mapping the nearby area and taking a selfie with the art are additional features of this experience. 

  1. Medical Team Internal Training for a pharmaceutical brand

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This Micro-gastrointestinal simulation in AR has enabled a Pharma Brand to train their medical teams in research, product development and sales pitches. The Medical team could showcase the introduction of certain microbes and their effects in AR.

What to expect in the coming years?

With the mixed reality glasses recently launched in a big way in India, industries get more opportunities to share immersive & engaging content with its target customers

By 2027 we will see a big jump in AR/VR/ MR/XR content floating around us in our day to day lives using our smartphones and other wearable devices.

Impresario Tech build end-to-end brand campaigns focusing on Pre-purchase consideration or post purchase engagement, in store experience or on-pack brand communications with the use of Augmented Reality, Virtual Reality, Mixed reality, Artificial Intelligence & Machine Learning

These immersive experiences can be built app-free (on web), deployed as special apps, rest on brands’ social media handles or installed physically in retail environments.

Love to guide you through your brand’s transformation journey. 

Write to us at Inquiry@impresariotech.io

Most searched question

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Mar Tech Property Tech

Total Experience Strategy in Proptech: Improve the Real Estate Market

How to Win Clients and Influence Markets with Total Experience in Proptech

Written by : Sean Cho on Digilah (Tech Thought Leadership)

Property technology, or PropTech, refers to the use of information technology (IT) to help individuals and companies research, buy, sell and manage real estate. 

Typically, the participants in the real estate industry are brokers, agents, developers, buyers, sellers, landlords, and lenders. This technology-based sector allows them to be more efficient by automating manual tasks such as managing inventory and communicating with clients.

The real estate sector encompasses a wide range of processes and transactions, ranging from how real estate is planned and designed to how it is bought and sold. The Proptech sector consists of start-ups and innovative products across the commercial and residential real estate markets. 

The convergence of technologies, cloud, and digital transformation are forces driving the rapid growth of PropTech. 

PropTech aims to minimize the cost and resources associated with real estate transactions, maximize efficiency, save time, and personalize property management.

Digital Innovation is Transforming the Property Sector

Real estate is a highly specialized industry, so these agencies require considerable flexibility when considering a digital solution. 

If a solution matches their often highly customized requirements, then it will be able to support their prospect’s pipeline — which is a combination of marketing, in-person meetings, property showings, and property closings — as well as the customer journey in real estate.

The property industry is undergoing a shift from traditional to digital services, as a result of the rapid rise of online and virtual services. 

Customers are increasingly being exposed to new technologies, which have affected the way they communicate with sales and lettings agents and property businesses. 

To remain competitive in this rapidly changing market, businesses need to implement a customer experience strategy that will best meet the needs of their particular audience.

To learn how property industry players can leverage PropTech to create memorable customer and employee experiences, keep reading! 

We’ll also share some use cases to show how a total experience platform can turn ordinary property interactions into extraordinary ones.

Customer Experience Still Evades Many Real Estate Agencies

A statistic that is widely quoted in the industry is that 1 in 3 customers will walk away from your brand after just one negative experience. 

Multiple studies echo this, always with the same message that it’s cut-throat: that your business needs to act fast to retain them. The numbers are not exaggerated, but rather represent a normal part of everyday life, and most businesses miss these small details. 

Not responding to a phone call or email quickly enough is an example of a small detail that can have major consequences.

If you don’t respond well to these kind of details, customers will leave your business in favour of another company that provides better service. 

According to recent studies, 86% of consumers will not remain loyal to a company after a negative experience; and if they do stay, it is likely because they are unable to find what they need elsewhere in which case you got lucky.

In a highly competitive market, providing a great customer experience will help build loyalty, nurture repeat business, and create brand advocates. Agents and employees need tools to stay productive and collaborate effectively online from wherever they are.

4 Customer and Employee Experience Strategies to Boost Business

Here are some examples of how you can harness Customer Experience (CX) and Employee Experience (EX) in your business to create a competitive advantage. 

Great customer service can differentiate real estate products and services from competitors, while time-saving tools and hacks for employees can turbocharge their productivity and keep them from burning out.

 

    1. How Communication Builds Trust between a Tenant and an Agent

Georg and Berta, who are relocating from Germany to Hong Kong for an expatriate posting, browse your property agency website and shortlist a few rental apartments.

Wanting to know more, Berta clicks on the smart widget on your website and watches a branded video featuring an agent while being connected with him directly.

The call routing system detected the customer’s browser language and routed them to an agent who speaks German. The customer is delighted to be talking to someone in their native language.

Your agent then suggests they switch to a video call for a more interactive conversation, taking just one click to seamlessly make that change while still on the same call.

By chance, your agent is currently showing a property in the Mid-Levels area with rents of around HKD 40,000 a month. Using the mobile app, she checks Georg and Berta’s browsing history and sees they are coincidentally looking at the Mid-Levels area with rents of the same price range.

Qualifying the lead further, she gets their expected move-in date which helps to narrow down the listings more.

While a real estate agency website can contain virtual reality walkthroughs and videos, nothing beats a personal live video tour from the agent. Sensing the prospect’s eagerness, she conducts an impromptu walkthrough and adds her commentary on the apartment’s condition.

 

    1. Discover new ways to market a property and generate interest

Keanu, who lives in New Zealand, saw an advertisement for your company’s new beach resort in Hajodae, South Korea. To promote the launch of the property, your firm took out a full-page advertisement in his local newspaper with a QR code.

Wanting to know more, he instantly connected via web call to an English-speaking property agent in South Korea.

The property is still in the pre-launch stage, so the only way to get a sense of the completed unit is to visit a show flat. Your agent switches easily to a video call, slowly panning his phone to show Keanu what he can expect from the resort property once it has been completed.

Currently, you only have a basic landing page for visitors to register their interest. However, your property agent screen shares from the video call and plays him a promotional video of the property.

As Keanu is an enthusiastic surfer, he inquired about the facilities. Your agent provides you with a link to a VR walkthrough of the resort.

Your property agent mentions that the firm has a tie-up with a financial institution that can offer loans denominated in South Korean Won, and Keanu seems excited by the possibility of such financing.

As he discusses his plans for the property, your agent invites the expert to the ongoing call.

 

    1. Transform the way of closing a new residential lease

Taiwan real estate agent Annya has just ended a virtual tour of four apartments with a couple from France, who are now considering the properties. Although she feels they are good prospects, she knows that they may change their minds at any time, or another agent they’ve contacted might win the deal.

Annya received a message on her phone. The couple had used the web link on the agency’s website to send a message; they liked the last viewed apartment in Taipei and wanted to offer a two-year lease at TW$80,000 per month. Thrilled by this news, she called the landlord through the smart app, and he happily agreed. 

Annya prepares a provisional tenancy agreement and attaches it to a live chat session with the French couple.

She reminds them to wire the initial deposit to the landlord once they have digitally signed the contract. Receiving signed copies of both the contract and a screenshot of the telegraphic transfer, she calls the tenants.

She walks the tenants through the landlord’s leasing process during a video call. The landlord’s solicitors will prepare a draft tenancy agreement for them to review. In the meantime, Annya suggests that she recommend a lawyer who can represent them. They agree, and she invites the lawyer to join the conference call.

 

    1. Increased communication and collaboration by overseeing commercial tenants

As the property manager of a large-scale commercial complex consisting of a shopping mall and offices above it, Shoba is responsible for hundreds of retail and office tenants. A member of a dedicated team of accountants, technicians, and procurement and contracts specialists working in the onsite management office, she leads her team in providing an exceptional level of service to all clients.

The use of a lightweight CRM offers tenants a chat room environment, centralizing every interaction and communication.

Through the use of interaction history, she is able to chart the correspondence over time, enabling to resolve issues quickly. 

In addition, Shoba uses CINNOX as a cloud communications tool, enabling her to manage chats, calls, video calls, and emails from one place, thereby avoiding the cost of installing a more complicated PABX system!

When a new tenant moves into an apartment community, he or she is given a laminated card with QR codes printed on it.

When scanned, the codes direct callers to the appropriate team for help with payments and statements—saving tenants time from searching for a number. The same teams are also shared via web links in an email, giving tenants an option to chat instead.

CINNOX helps teams collaborate. For example, if a new tenant wants to move in after hours, Shoba can create a chatroom to notify operations about the loading bay, advise facilities to keep the lights on, inform security about the removalists, and add the external moving company as a contact so everyone is kept updated.

An Experience-Driven Approach To PropTech

From the examples above, it’s clear when you address your immediate CX and EX needs with a total experience platform. You are also laying the groundwork for future success. 

By putting all your interaction data in one place, you are creating a treasure trove of data that can be analyzed with powerful machine learning and AI tools to discover valuable insights in the future.

PropTech is a new industry that combines property with technology, allowing developers, landlords, property agents, and property managers to leverage technology to keep in step with digital-savvy customers. 

When choosing the right partner to develop your customer experience, look for a business that puts the customer (your customer) first and foremost, and who demonstrates that they too take that approach from their business.

Leverage the power of a unified CX and EX solution to create a truly connected, intuitive, and immersive experience. To learn more about CINNOX, request for a demo or sign up for a free trial.

Most searched question

How PropTech is changing real estate?

What is the future of PropTech?

Most searched queries

PropTech market report

Proptech companies

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HR Tech

Embed clear PRINCIPLES

embed clear principles

Written by : Lori Figueiredo on Digilah (Tech Thought Leadership)

As we are shaping how we work AND LEARN together with our ecosystem of Stakeholders, a clear set of “rules of engagement” or team rules are needed. This is usually assumed that people are on the same page and not discussed. 

This may lead to miscommunication, disagreements and stress as there are likely to be different expectations and/or ways of operating.  

Being an agile team that is open to learn, adapt and improve as a daily habit, takes some emotional maturity and adaptability amongst all the team members.

Though a very simple practice or tool, which is to agree on how the team will work and learn together is a basic fundamental which will increase the chances of success as a group. 

This is especially true when we bring together a wide variety of Stakeholders from different backgrounds, professions, areas of expertise and functions.

Again, begin with the end in mind – take a moment to imagine NEW possibilities. Imagine creating a safe space that allows you and your various Stakeholders to deliver value to the organization, to each other and to the end customer.

You need to be conscious of your set of conscious AND unconscious assumptions about the possible challenges or areas of friction across the set of individuals in the team.  

Let’s explore this a bit more deeply. Our assumptions and thoughts determine our behaviours and results.  

We each have certain thinking habits which are patterns we keep repeating. These are the “anchors” which influence our view of the world and the way we interact in the world.  These patterns are called our mindset which is based on our past and present experiences (learning and conditioning). 

Thinking about our own thinking raises our level of self-awareness. This activity is called Metacognition.  

It is a powerful habit to develop. If we are not aware of our mental pictures, we can limit our own success. To help us become more aware, we need to take time out to become conscious of our assumptions and thinking patterns.  

A belief is a thought we keep thinking. We can have self-limiting beliefs which block us from progressing. We also have empowering beliefs which enable us to achieve great things and breakthroughs.  

To create safe spaces to imagine and create new possibilities while collaborating with others, required conscious positive thinking which will help you develop yourself, your ecosystem as well as improve your collective performance to achieve positive change.

Agreeing on the rules or principles will determine how effective you work and learn together in achieving a positive impact. You may also agree on the forums and the frequency you will use to meet and connect. 

Raise and discuss the possible obstacles you may have and ways you can minimize them – from the outset. Finally keep checking in to ensure you are adopting these rules as you go about your day or adapt them – if new ones are required. 

Examples of rules could be that “we will…be positive, be open to new ideas and to think out loud as a way to share and generate more ideas”.  

Below is one of the rules we have adopted in our Team…whatever we do we must deliver value and have a positive IMPACT.  Or if not possible, we would rather do nothing!

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Mar Tech

5 Brilliant Ways to Use Live Chat for Ecommerce Experience

5 Brilliant Ways to Use Live Chat for Ecommerce Experience

Written by : Shadz Loresco on Digilah (Tech Thought Leadership)

Consumers no longer see shopping as a mere transaction; it’s about providing an entertaining and engaging experience.

When you don’t win a customer’s trust, they go to a competitor or change their mind about making a purchase altogether.

What can you do to provide a great customer experience that generates loyal customers and maximizes revenue?

Humanizing the customer experience is one way to differentiate yourself from your competitors.

Instead of offering discounts that hurt sales, engage with customers, and provide a personalized experience to increase customer loyalty and drive repeat purchases.

While most e-commerce stores offer self-service options such as knowledge bases, FAQs, and perhaps an automated chatbot, many consumers prefer to speak with a real human being. For businesses, live chat is a low-cost alternative to expensive phone calls.

Here are five ways to use live chat to make your online shopping experience more personal.

 

    1. Be sure to make a good impression on your online visitors

Visitors’ first impressions of your e-commerce store are determined by many of its elements, including design, user experience, and product offerings. Others include how easy it is to get customer support and service when they need it, and the channels available.

 

    • Customize the look and feel of your live chat widget

    • Enable a friendly Smart Greeting that welcomes your visitor

    • Design your widget icon and chat box in a way that matches your brand image

    • Even better, embed an in-call video or image to introduce your brand

    • Localize your live chat; enable Smart Routing on your widget to automatically assign visitors to the most suitable staff based on device language or geographical location

 

    1. Give your customers the option to contact you at any time

Live chat support is a fast, efficient way to help customers.

Customers don’t have to wait for an email response or pay long-distance phone charges to get help; they can just chat with you directly!

You can also set up offline contact forms so that people can leave their contact details for immediate follow-up when staff are online.

 

    • Enable web calls from the live chat widget for consumers who prefer to speak with a staff rather than type in a message

    • Visitors can also access a directory of staff members to find the best person to answer their questions, such as exchanges & returns, shipping, or payments

 

    1. Create an emotional bond with shoppers

Inspire consumer trust by showing the human side of your staff. Live chat allows customers to interact with real people, rather than automated messages, bringing e-commerce one step closer to humanizing the customer experience.

For example, if your staff are into running, they can share their recommendations on running gear. Providing instant replies to customer inquiries can make customers feel valuable and important in addition to reducing customer churn by keeping your best customers and encouraging repeat sales.

 

    • Having a live chat widget that allows you to seamlessly switch between chat, video calls, and voice calls inside the same app is a winning feature that can help you stand out from the competition

Video: https://www.youtube.com/watch?v=mD2XIFwcYL8

 

    1. When you add value to a conversation, you make it more meaningful

As your customers progress through their purchase journey, you should be creating and sharing content to keep them engaged. The best way to do this is by creating content that is timely and relevant to the conversation your brand is having with its audience.

This could be a new product offering, promotion, or even a social media post showcasing your brand personality.

 

    • Add a web link to push visitors directly into a live chat session, or a web call with a staff who previously helped them

    • A great way to keep offline interactions going is with QR codes. Stick these on the backs of your products so that customers can easily access help if they need it

    • Print QR codes on your marketing materials so that leads can be generated from printed posters, leaflets, and brochures in addition to your e-commerce website

 

    1. Personalize the chat as often as you can

Customers expect to be treated as individuals, so try to tailor your responses based on the information you have about them. Great customer service means using the customer’s name in the conversation, whenever possible and appropriate.

This helps the customer feel like they’re speaking with a human person behind the brand rather than an automated bot.

 

    • Personalize conversations by asking for additional information through pre-chat forms

Get the most out of your e-commerce customer experience

When e-commerce stores are focused on generating leads and growing sales, it’s easy to lose sight of the personal touch. The simple truth is that people return to brands they know and trust to give the best buying experience. 

Live chat is the perfect antidote to this problem: Provide a human touch with your customers’ questions and concerns, and you’ll transform transactional experiences into memorable and pleasant ones.

Leverage the power of a unified CX and EX solution to create a truly connected, intuitive, and immersive experience. To learn more about CINNOX, request for a demo or sign up for a free trial.

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What is live chat in e commerce?

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HR Tech

Define the shared PURPOSE

Define the shared PURPOSE

Written by : Lori Figueiredo on Digilah (Tech Thought Leadership)

External rewards, such as fair pay, only AVOID dissatisfaction.  

External rewards are NOT the most critical motivators.  

Internal rewards are the most critical motivators. Striving towards a PURPOSE that is meaningful to you – is a powerful internal reward.  It may include enjoying what you are doing and experiencing personal growth.  

Even more powerful than this, is when we have a shared PURPOSE with those whom we respect and connect with.  The larger common purpose we co-create with others is usually:

  • aligned to our own personal purpose

  • inspirational and uplifting so we connect to it emotionally and deeply

  • aspirational as a breakthrough which goes beyond our current achievements

Based on these findings, we formulated the SYZYGY® PURPOSE. It is a tool to envisage and define your direction, value and roles of your ecosystem of Stakeholders.  As we get clear on who are the right PEOPLE, co-creating a shared PURPOSE is the next habit.  

A pre-defined PURPOSE ensures you target, track and measure the required IMPACT! We always need to begin with this end (shared PURPOSE) in mind to anchor, motivate and inspire ourselves and others. 

Think about…? Do you have a clear picture of the impact of your efforts and activities on your organization and people?

How might you pre-define a shared PURPOSE as you engage your ecosystem of Stakeholders?

With your Stakeholders you discuss and define the broader purpose which is your collective value to the organization and/or larger community:

  • Your breakthrough goals with concrete measurable indicators

  • Your strategy which is simply your approach or plan to get there

Then you discuss and define the roles. This means you define and communicate what each Stakeholder group needs to:

  • ACHIEVE = results

  • DO = behaviours

  • LEARN = knowledge, skills and attitudes

When you breakdown performance into very simple, clear and measurable terms, the desired IMPACT on organization performance and people performance becomes very clear. 

This role clarity empowers and aligns each Stakeholder group to take targeted, critical and meaningful action. Once all your Stakeholders understand and are aligned to your breakthrough goals and strategy – this state of alignment is called SYZYGY. When aligned, with less effort we achieve greater results.

For example, while working, learning, and empowering people to improve their performance – we found it worked best when those involved imagined their own shared purpose.

In addition, we found when there is alignment, all the Stakeholders within the ecosystem share information and insights up and down the value chain every day. All those involved can then use this feedback loop to continuously improve what they LEARN and DO to ACHIEVE their shared PURPOSE.   

Pre-defining and then targeting to impact the desired performance outcomes is one of the most critical advantages of using the SYZYGY® methodology. Let’s move onto the other 3 of the 5P framework…

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Web 3.0 Tech Fin Tech

A cashless society powered by blockchain technology

cashless society

Written by : Mosongo Jr on Digilah (Tech Thought Leadership)

Introduction

A cashless society is upon us; the question is simple: when will new technologies transform many industries, and payments are no exception? 

Governments, fintech companies, banks, and merchants are actively looking for ways to improve the payment experience, meet the needs of the unbanked, and curb crime and corruption.

In just a few years, we may see a world without cash. This isn’t some far-fetched idea; countries like Sweden, Finland, and China are already leading the way to a cashless society. And it’s not just small businesses that are making the switch; even major banks like HSBC are getting on board.

So, what does this mean for you? Imagine a world where you can pay for anything with the click of a button. No more waiting in line to buy tickets or groceries. No more fumbling through your pockets for change.

So what are you waiting for? Join the cashless revolution and experience the convenience and security.

You’ve seen the signs. Businesses are refusing to accept cash, your friends are talking about going cashless, and the media is full of stories about the coming cashless revolution.

So, what is the cashless revolution? 

Put simply, it’s a movement towards a society where physical cash and coins are no longer used. Instead, all payments are made through digital means such as virtual currencies like bitcoin, credit cards, debit cards, and mobile payments.

There are a number of reasons for this shift. 

Firstly, businesses see going cashless as a way to reduce costs. Cash handling and security cost money, whereas digital payments are much cheaper and easier to manage.

Secondly, many people are choosing to go cashless in order to avoid the hassle of carrying around coins and notes. 

And thirdly, governments and central banks are increasingly seeing a cashless society as a way to improve financial security and reduce crime.

The impact of the cashless economy on consumers and businesses is twofold. 

Firstly, it is a more convenient and faster way to pay for things. You no longer have to fumble for change or fumble with card machines. Instead, you can just scan your phone or contactless card and be on your way.

Secondly, it is more secure. With card fraud on the rise, businesses are increasingly looking for ways to reduce their liability. By moving to a cashless system, they can reduce the risk of fraud and protect their customers’ data.

There’s no doubt that a cashless society is becoming more and more prevalent, and blockchain is playing a major role in powering this change. 

Let’s explore some of the ways blockchain is being used to make a cashless society a reality. and why it could be the most used cashless payment method in the coming years.

The blockchain system


Blockchain-based payment systems are secure, efficient, and convenient. There is no need for third-party intermediaries such as banks, which means transactions can be completed more quickly and at a lower cost. 

Blockchain has also helped more than 2 billion unbanked people by giving them access to digital financial services from which they are currently excluded. Similarly, look at how mobile phones have transformed communications and financial services.

Blockchain and cryptocurrencies are expected to play a key role in enabling a cashless society. 

While skeptics argue that CBDCs may limit the privacy of our day-to-day transactions, cryptocurrencies offer anonymity and censorship resistance that could help prevent prying eyes from prying into our day-to-day spending habits.

Government agencies can easily add or remove CBDC from user accounts. However, public blockchain payments are immutable, meaning no one can change them or adjust your balance.

Additionally, cryptocurrencies will become a viable alternative to government-issued currencies as cashless societies become a reality across the globe. Crypto assets like bitcoin act as a hedge against currency depreciation, allowing individuals to protect their wealth without relying on central banks or governments.

Another key application of blockchain in a cashless society is in the area of fraud prevention. With traditional payment systems, there is always the risk of fraudulent activities such as identity theft and credit card fraud. 

By using blockchain, businesses can reduce these risks by creating a secure and tamper-proof ledger of all transactions.

Blockchain is playing a major role in powering the emerging cashless revolution. As more and more businesses adopt blockchain-based payment systems and fraud prevention measures, the cashless society will become more and more ubiquitous.


Countries Leading the Cashless Revolution

As the world continues to embrace a cashless future, certain countries are leading the charge by embracing blockchain-based cashless payments. El Salvador took the lead in accepting bitcoin as a legal tender, followed by the Central African Republic, and as of now, the Brazilian government is interested in making bitcoin a legal tender. 

Although Sweden, Finland, and China are at the forefront of the cashless society movement, they aren’t yet using the blockchain to build their cashless payment systems. Most payment systems will move to the blockchain space. 

JPMORGAN CHASE & CO., one of the world’s largest banks, is leading the way. thanks to their generous infrastructure and commitment to innovation.

These developments prove that it’s not only possible but highly likely for our society to become completely cashless in the nearest future, with most payment systems built on the blockchain.

Cultural Barriers to a Cashless World

Despite its numerous advantages, the transition to a cashless society is met with several cultural barriers. It is no secret that some countries may have an inherent distrust of digital payments due to a lack of financial infrastructure or poor monetary policy decisions. 

For example, in some African countries where cash is still used predominantly, people may not trust digital payments and prefer using physical cash instead.

Furthermore, the risks that come with digital payments remain unrecognized by many people, such as fraud and cyber security threats. This lack of understanding of the safety measures also prevents them from transitioning to a cashless society.

Ultimately, for us to move into a future where blockchain is at the forefront of payment technology, it is important to first overcome these cultural barriers by educating people and providing more secure payment systems.

What does the future hold for a cashless society?

As we move deeper into the 21st century, it is clear that the digital age is ushering in a new era of cashless transactions and financial freedom. The advent of blockchain technology is at the forefront of this revolution, allowing individuals to make payments quickly and securely with little risk of fraud or theft. 

Moving to a cashless society has its advantages, from increasing efficiency to being more accessible for those without access to traditional banking services. But it also presents some unique challenges, from potential cybersecurity risks to a lack of privacy for consumers.

Despite these possible drawbacks, experts agree that the advantages outweigh any potential pitfalls. As more countries adopt blockchain-based payment systems and move away from physical cash, we can expect to see increased convenience and security for consumers around the world. With the right infrastructure in place and necessary safeguards taken, the future looks incredibly bright for a cashless society powered by blockchain.

Conclusion

On the path to a cashless society, policymakers need to agree on a framework to drive the process forward. However, access to technology is one of the biggest factors in determining how quickly different parts of the world move away from cash. The transition from cash will only go smoothly if most people are familiar with digital payments. However, this is already a reality in many parts of the world.

Society is going cashless, and cashless transfers will soon become the preferred option over time. There are many benefits to going cashless. Going cashless not only makes life easier but also helps to verify and standardize the transactions that are made.

In a nutshell, a cashless society powered by blockchain technology is possible because of the features of blockchain, such as transparency, security, and immutability.

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Mar Tech

Want a Thriving Business? Focus on Relationship Between CX and EX

Want a Thriving Business? Focus on Relationship Between CX and EX

Written by Gunalan R on Digilah (Tech Thought Leadership)

The world of customer experience (CX) and employee experience (EX) is a complex one. One of the main challenges that organizations face when trying to create a seamless customer experience is the fact that it’s not just about creating happy customers – it’s also about creating happy employees. 

The “experience economy” is a term coined by Joseph Pine and James Gilmore in their book, ‘The Experience Economy, Work is Theatre & Every Business a Stage’. They argue that the experience economy is a new economic paradigm where companies compete for consumers’ attention, not just their money. 

To compete in this new landscape, businesses must focus on creating experiences for their customers and employees.

The concept of ‘experience‘ has been around for a long time, but it’s only recently that we’ve seen organizations begin to realize just how important it is.

Linking customer experience (CX) and employee experience (EX) strategies can be a challenge, but there are a few best practices worth keeping in mind:

Identify Critical Interactions and Journeys With Your Customers

Combining customer journey mapping with customer experience (CX) strategy can help your business identify the pain points in your customers’ transitions through various stages of their relationship with your brand. 

Once you have a basic roadmap of the customer experience, it’s time to identify where most of your customers are experiencing friction. 

Think about how they interact with your business: 

  • What channels do they use? 
  • When do they need support? 
  • How long does it take for them to get a response from your company? 

The answers will help you determine where improvement is needed.

The same concept applies from an EX perspective. An EX journey map would include everything from how potential new hires learn about career opportunities with your firm to how they’re onboarded and set up for success as new employees, what kind of coaching they get as they progress within the company, and how they pass on their work to successors.

A Digital-First, Data-Driven Approach Is What Connects CX and EX

Companies need to help their employees get up to speed on the latest developments and changes in their field. A great customer experience happens when everyone on a team is knowledgeable about customers’ preferences, behaviours, and needs. 

When your team knows what the customers need, they can better serve them. 

The best way to do this is by providing your team with clear and accurate customer data that’s easily accessible from a single source. 

A customer-centric company puts customers at the centre of everything they do. That means making the customer experience a priority in all areas of the business, from sales and marketing to product development and customer service.

It also means collecting data from all touchpoints to get a clear picture of who your customers are and what they want—and using this information to inform decisions about products, services, pricing, promotion, and more.

Unify Communications – Humanize the Experience

85% of the time, a great employee experience will result in a great customer experience. 

To foster this, companies need to provide human-centered support. 

Customer service positions in the new age of remote work or a hybrid workplace can be isolating, leading to burnout and high turnover rates.

Companies must foster a sense of community and encourage employees to engage with one another through internal platforms.

  1. Equip your employee with the right tool

Start with a unified communications platform that brings all your chat, voice, email, and social channels together. This will make it easier for employees to find past conversations and work together on tutorials for new employees. 

Priority routing with relationship mapping technology can also be used to help achieve faster first-time resolutions.

  1. Encourage your employees to work together

Ensure your next-generation CX platform delivers a single view of the customer where employees can smoothly switch between external and internal conversations without having to toggle between different applications.

Look for capabilities like omnichannel integration, IVR, AI bots, smart routing, and live chat. Unify your teams so they can work faster and smarter.

Employee Experience and Digital Customer Experience: A New Way Forward

We’re used to thinking of customer experience as the sum of all interactions with an organization. But as we’ve discussed, there are many different touchpoints that make up an organization’s digital customer experience.

And for your employees to deliver on their mission, they need a great employee experience. The two are inseparable—and when they work together well, there is no limit to what you can accomplish.

A good EX program can help you increase CX, profitability, productivity, and employee retention.

Video: https://youtu.be/8vXu5f4wHnQ

Leverage the power of a unified CX and EX solution to create a truly connected, intuitive, and immersive experience. To learn more about CINNOX, request for a demo or sign up for a free trial.

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HR Tech

Engage the right PEOPLE

Written by : Lori Figueiredo on Digilah (Tech Thought Leadership)

During this time of rapid change, Leaders need to slow down to speed up. Leaders that succeed, tune out the noise and stay connected closely to their people – their ecosystem of stakeholders. This is their community or what we might call their modern day “tribe”.

They appreciate that we are more successful when we work together with others. Of course, we can be successful on our own. However, we learn and achieve more when collaborating with others.  Engaging a broader group ensures your efforts are supported by all those directly and indirectly involved (versus your efforts being hijacked by others). They can all play a positive role in your journey.

In addition, the value of collaboration is that it allows you to tap into a larger pool of expertise and diversity of ideas.  Even our critics – who challenge ideas, actions and assumptions – prove to be very valuable. However, it requires that they are engaged and aligned to the shared purpose.  

In any change, strategy or solution design and implementation, think PEOPLE first!  

Leaders of positive change, begin by identifying the ecosystem of people most critical to their success. They consider the OUTSIDE-IN view, from the external customers’ lens. 

They also consider the INSIDE-OUT view, those up and down the value chain who need to be engaged and involved.

For example, from a popular restaurant brand to a leading international bank, the Leaders and Teams mapped all the Stakeholders along a value chain aligned to their strategic direction.

They recognised they were unsuccessful when they ONLY engaged the frontline using classroom training at an individual level. Instead, change occurred rapidly when they switched to engaging with the Frontline in their Teams, in their workplace context and together with all their critical stakeholders.

In addition, we found such Leaders are curious about understanding basic human psychology. We found successful leaders believe in 3 key human principles.  They assume people have:

  • an innate wisdom
  • a natural ability to learn
  • a need for belonging, connection and shared purpose

Furthermore, such Leaders create safe spaces where, together with their Teams, their way of working is:

  • agile – learning and adapting daily
  • human centred – focusing on the value and IMPACT on people and our planet
  • led by a shared purpose – co-creating goals

Most important to emphasise… no matter in which field you are, there WILL be some form of technology involved as an enabler. However, leaders of positive change do NOT craft any strategy or solution – leading with technology. 

Instead they shift left, away from defining the technology solution. Instead they start with discovering who are all the PEOPLE (and then PURPOSE – next article) involved.  This ecosystem is engaged to discover the real problems and opportunities to be addressed for positive change.

         

Leading with PEOPLE and aligning the 5Ps is part of a journey from OLD to NEW Island thinking. When we BEGIN with right PEOPLE and align them to a shared PURPOSE, the magic happens!  
When alignment is attained; breakthroughs are achieved.  We call this state of alignment – SYZYGY.

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Smart Tech

5 Tips to Create Beautiful and Functional Designs

5 Tips to Create Beautiful and Functional Designs

Written by : Nathan Greenhut on Digilah (Tech Thought Leadership)

“Design is not just what it looks like and feels like. Design is how it works.” – Steve Jobs

Design is a crucial part of any product or service. By following these tips, you can create designs that are both beautiful and functional. Design is an important part of any product or service. It can make or break a company. That’s why it’s important to get it right.

There are three main aspects to consider when designing anything: form, fit and function. 

Form is the overall look and feel of the design. Fit is how well the design works within its intended purpose. Function is how well the design actually works.

Design is a crucial part of any product or service, but it can be difficult to get it right. By following these tips, you can create designs that are both beautiful and functional.


My top tips 5 for making beautiful and functional designs:

  1. Start with function
  2. Keep it simple
  3. Form and function must work together.
  4. Details matter
  5. Test, test, test

Start with function

Start by thinking about the function of the design. What does it need to do? How will it be used? Answering these questions will help you determine the form and fit of the design.

The form of the design should be based on its function. For example, a chair needs to be comfortable and support the sitter’s back, so its form should be functional and ergonomic. Similarly, a vase needs to be able to hold water without leaking, so it needs a sturdy, waterproof base.

The fit of the design is also important. A chair that is too small will be uncomfortable to sit in, and a vase that is too big will be difficult to carry. Make sure the form and fit of your design are appropriate for its intended purpose.

Once you have considered the form and fit of your design, you can start to think about its aesthetics. What colour will it be? What materials will it be made from? What texture will it have? Answering these questions will help you create a design that is both visually appealing and functional.

Keep it simple

The best designs are often the simplest ones. This is especially true when it comes to function. A complex design may look great, but if it’s not easy to use, it won’t be successful. Users should be able to intuitively understand how to use your product, without having to think too much about it.

This is why the best designs are often the simplest ones. A complex design may look great, but if it’s not easy to use, it won’t be successful. Users should be able to intuitively understand how to use your product, without having to think too much about it.

This doesn’t mean that all great designs are simple. Sometimes, a more complex design can be successful if it’s done well. But in general, the simpler the better.

When you’re designing something, always ask yourself if it’s the simplest solution possible. If it’s not, try to find a way to simplify it. This will help ensure that your design is successful.

Complexity for the sake of complexity is never a good idea. Keep it simple, and your designs will be more successful.

Form and function must work together

Make sure the form and function work together. Aesthetics are important, but they should never come at the expense of function. A beautiful design that doesn’t work is not a successful design. Likewise, a design that works but is ugly is also not successful. The two must work together in order for a design to be effective.

Form and function are equally important in design. 

In order for a design to be successful, it must strike a balance between form and function.

Details matter

Pay attention to detail. It’s the small details that can make or break a design. Don’t overlook them. Be consistent. Consistency is key in design.

Make sure your designs are consistent with your brand and with each other.

Be creative. Don’t be afraid to think outside the box. Be creative in your designs and in your approach to design. Be original. Originality is what sets you apart from the rest. Be original in your designs and in your approach to design.

Creativity and attention to detail are both important in design. 

It’s the small details that can make or break a design, so it’s important to pay attention to them. Be consistent in your designs, making sure they are consistent with your brand and with each other.

Be creative and think outside the box, but always be original. Stand out from the rest with your unique designs and approach to design.

Test, test, test

Always test your design before you release it to the public. Get feedback from users and make sure it’s user-friendly.

Creating a great user experience starts with a well-designed interface. If your interface is confusing or difficult to use, people will quickly get frustrated and give up. 

Always test your design before you release it to the public. Get feedback from users and make sure it’s user-friendly. Keep in mind that simplicity is often best when it comes to design. Too many bells and whistles can overwhelm users and make your interface hard to navigate.

Summary

A great design is just the beginning, though. Once people start using your product, you need to make sure they keep coming back. That’s where creating a great design comes in.

Every interaction someone has with your product should be positive and helpful. If you can make people’s lives easier, they’ll keep coming back for more.

Creating a great design is an ongoing process. You can never rest on your laurels – there’s always room for improvement. Keep listening to your users and making changes based on their feedback. With a little effort, you can make sure your product is always delightful to use.

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Ad Tech

My Digtal and Adtech Story

My Digtal and Adtech Story

Written by : Sophie Toth on Digilah (Tech Thought Leadership)

What will this article be about? 

Well, I will share my story, my philosophy, and thoughts in a nutshell. 

My name is Sophie Toth, programmatic and AdTech professional form London, and I am one of the Co-founders of The Women In Programmatic Network. I also help various businesses in their digital transformation and navigating them in the fascinating programmatic and ad tech world to maximise their full potential. 

We started our incredible journey with our members in 2020, and at that point, my tale. 

Our digital world is so beautiful and evolving, but we didn’t focus on the users as a business in the last decade. Moreover, the industry became undoubtedly male-dominated.

These two factors led us, with the other co-founder, to establish an independent and free network to address these gaps, work on solutions, and empower our members. 

We essentially wanted to create a “safe place” for women where we treat everyone equally and keep everything confidential. 

Digital is a contiguous personal journey and professional development for everyone, and the best is that none is alone in it anymore. The network has been expanding beyond the border, and many ladies expressed their interest in opening and maintaining regional hubs, advocating our legacy. 

Being international and starting to work with people from all over the world, we have been learning ourselves as well. 

This network means everything I’ve missed as a digital professional, from the digital community to events and professional opportunities.

I didn’t anticipate this rapidly changing, sometimes demanding environment when I entered this industry more than a decade ago. 

I needed to convince people about my knowledge and express myself in a different language. It was even more complex because programmatic advertising started gaining more attraction a little earlier when I started my career. 

Talking about the unknown and presenting vision had their own challenges, but I never gave it up and never will. Programming is my profession; like a marriage, I will be here in good and bad times!

But back to my journey. I am a person who always likes to think out of the box, explore new potentials and brainstorm on different topics. Without this practice, growth won’t happen, especially for people who work in our industry. 

I always say that we need to be a bit of developer, a bit of economist, a bit of everything, but I know this is what I love, and honestly, you never can be bored here as it can be so intense and challenging than calm and relaxed. We combat with time when for example, troubleshooting a campaign. 

Time is something we can’t turn back, and this is a skill to stay calm, focus on the solution in a difficult situation, and work under pressure. 

Ad operation is something you love or leave. 

On the other note, digital is fun with many events, meetings and fun, which creates a nice balance for everyone. Many friendships and marriages have happened, so we can’t complain about social life!

When I think about the future and laser focus on the professional part, we have been facing many new regulations, measurements, and the new generation of digital consuming habits; we will settle our future soon. 

I also believe in great talents who look forward to and proactively help us. 

I always say: that Programmatic is a data-driven technology, and its potential is endless, pointing the way beyond what I call – traditional digital platforms. 

Data and automisation (what essentially programmatic are) are living its revolution. 

Actionable data became a currency and will gain more significance as well as programmatic execution will elevate the success of data but, of course, with innovation. 

– I love innovative thinking and approach. 

Finally, discuss relevant topics such as sustainability, user ID, privacy legislation, user experience and education. 

Sustainability: Embracing it is already late, but we can still positively impact our world. Achievements can only happen together with a collaborative effort. I am passionate about being carbon-free or reducing it in digital media, and I would reward companies for it, plus show it on an ad as a label of its carbon score. 

User ID and privacy: This is a sensitive topic, but I am happy that we must respect individual personal data and give a tool for everyone to take back control over it with international legislation such as GDPR or CCPA. 

We have to organise this great approach without a doubt. An everyday user must understand: the why, the how, and the what this is for. As I see what we are facing, I am passionate about helping these everyday people understand this topic and adequately use the tool. 

They have a tool without description, and it is so complex and new that even for us, who work in this industry, it is challenging to comprehend. So now we must be a bit solicitor to my previous list. 

User: Based on the above, we as an industry must respect our users’ privacy and communicate with them proactively rather than making reactive amendments.

We must lead this industry, and education is integral to it; if you remember what I wrote at the beginning of this article, you know how I talked about the unknown. Well, that was in the micro-environment, and now we must implement it in the macro-environment. 

Success is in front of us, but we must work together and consider each other allies instead of competitors. 

All these changes created an excellent opportunity for digital, and it will bring a much more transparent, trusted, and profitable future where the user will be in a place where they should have been a long time ago. 

The market share will change, and with more equations and new technologies, we will soon have a more interlinked, controlled, and collaborative era. 

I could continue the list with customisation, which is the outcome of the better value of the data and new creative assets. We will build them based on these findings of the information categorisation about the user. Unique, well-tailored user experiences and relevant information with the visitors’ right mindset will drive the world even more as people have less time to search for information.

 – I call this practice: The mindset-based targeting.

I arrived at my closing lines; therefore, I would like to let you go with four critical pillars: 

– Lean: With complete focus and attention, don’t be afraid to ask and discuss your questions openly. Always develop yourself and attend sessions, role related events.

– Listen: Absorb new knowledge, turn it to your advantage, be ready and interested in others’ opinions and thoughts, and be available for a good discussion.

– Lead: Give knowledge to the community, teach others, and encourage your younger colleagues or people who need your advice with passion but be humble always.

 – Love: Work always towards your targets and love what you do; without love, you only have a job, and you should have a profession.

Life is a circle, and it will balance everything eventually. 

I hope you enjoyed the article, and if you would like to open a conversation with me, feel free to reach out. You can easily find me on LinkedIn or visit TWIPN website for more.

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