Discover and read the best of Twitter Threads about #CX

Most recents (24)

J'ai reçu mes codes d'activation de ma smartcard @luxtrust. Du coup je tente l'activation.

Sans surprise aucune, cela ne fonctionne pas hein 😂

Le "middleware" ne reconnait même pas la carte luxtrust
Franchement c'est top 👍

Après avoir requis une signature manuscrite du PDG du groupe parce que "on accepte pas la signature électronique", on est vraiment sur une expérience client #UX #CX au top du top.

On est à quoi? J+ 3 semaines après la commande ...
Les logfiles sont sympa aussi accessoirement.
Read 16 tweets
Stop. Building. Rapport.
 
'Build rapport' is at the heart of #communication skills training and #CX

It's obviously good to have good conversations, but what does ‘building rapport’ look like ‘in the wild’ – and does it 'work'?
 
1. Thread. 🧵 Getty Images
2. What actually counts as rapport building – in terms of words and phrases and 'tone of voice' – is "amorphous” and “nebulous”, says G.B. Rubin (2016) in her thesis on crisis #negotiation

'Active listening' and related concepts sound good but they're also imprecise.
3. One common piece of advice (and instruction) to ‘build rapport’ is to ask, “how are you today?”

‘How are you’ have also been called “the three most useless words in the world of communication"🤔

Let’s have a look at some salespeople ‘building rapport’ in #B2B conversations.
Read 15 tweets
Now #CMMNeededNow
#OnlineLearning for the Future
With our Futurists/Fab Expert Panel👇👇👇
@UniversitySA @gsiemens
@Deakin @partridh
@victoriauninews @Chris__Walsh
@curio_group @matthewriddle
Let's go!
#CMMNeededNow
@Deakin @partridh
3 things
-Student as person
-Flexibiliy
-Blended/ Integrated learning
"Student in life of uni vs uni in life of student"
-Sense of belonging & connectedness
[Relationship rich edu is the future -Thx @pfeltenNC]
#CMMNeededNow
@UniversitySA @gsiemens
"MOOC pioneer in 2008" "HE Royality"
Learning Analytics & AI
Are at early stages of change
L&T is now global competitive & corporate ecosystem
What does HE edu do for future society
"Everyone will be dumbest person on team cos AI wins"
Read 15 tweets
If your welcome message to your customer service number is to take 45 seconds to give the website address and business hours, you're doing it wrong. @vanguard
And then you do it again. Trust me, I don't want to call. You don't need to try to deflect me twice. @vanguard #cx
And then 60 seconds asking me via an incredibly verbose series of messages if I want to give feedback at the end of the call @vanguard #cx
Read 5 tweets
It's October! And that means it's
CYBERSECURITY AWARENESS MONTH
🕵️#BeCyberSmart

A #CyberAware Poem

Hard to believe it is the 17th time
October is chosen to address risk of cyber crime
Despite all the tech thrown at securing us online
We are as insecure as ever
Tech can't solve human problems, without in some part leveraging human solutions. Changes to how we use passwords, has exacerbated issues associated with human tendencies and rather than solve problems, they created new and more complex problems.
vibby.com/watch?vib=71gP…
Complexity breeds vulnerabilities as systems become more difficult to understand and patch together. This is where criminals thrive. And where companies struggle to manage the risk and the cost of identifying when these vulnerabilities are exposed and result in a #databreach
Read 10 tweets
Reliance Jio is in "Technology Commodity Market". Design ripoff by JioMeet & JioChat affirms this underlying message in the market. Technology as a commodity is different from (1)(#JioMeet #JioChat #commodity #Commodities #RelianceJio #Jio #UX #Design #Market) ImageImage
Software as a commodity. White-label apps, framework & platform were in the market since a long time that are the example of Software as a commodity. Commodity trading is one of the oldest practice. Traditional companies environment are well equipped with (2)(#trading)
commodity legalities, so as India Trade & Legal Ecosystem. Reliance Jio have turn the table in their favor from bureaucracy, regulatory & legal perspective. It could also be possible that (3)(#trade #legal #bureaucracy #regulatory)
Read 32 tweets
Reviewing the @t3techhub #T32020 agenda starting tomorrow and @FinTechie and team have outdone themselves pulling together an amazing speaker roster and sessions on what's next in #AdviceTech.

Some sessions I'm particularly looking forward to...

1/9

aimmeetings.eventsair.com/2020-t3-adviso…
Monday

- @AdvisorEngine CEO Rich Cancro on the Change Hyper Cycle
- @Riskalyze @DrewDiMarino on Fearless Investing
- @Timeline_Tech on Retirement Distribution / New UX
- @Fidelity4BD_RIA Mapping Your Future w/ Tricia Haskins

2/9
Tuesday

- Summit Wealth launch
- @ENVMoneyGuide on removing barriers to planning w/ Kevin Hughes
- @Schwab4RIAs on digitally-enabled advisor
- @orionadvisor reimagining advisor xp
- @inventwithus on cloud-native wealth mgmt strategy
- @lifeyield strategies to boost outcomes

3/9
Read 10 tweets
A guy walks into a marketing conference. He's not in marketing. He's actually in sales but he doesn't sell anything. So who is he and why is he here? (Thread) 👉 #mpb2b
For one thing, he works with marketers. His sales team sells stuff to marketers and then he helps those marketers find tons of business value from the stuff they bought from us 👉
So a marketing conference is a perfect place to learn what's keeping marketers up at night. A perfect place to learn the latest buzzwords and KPIs 👉
Read 49 tweets
@Microsoft #Feedback Forum #CX / #ServiceDesign. No text box to dump feedback with one click. Miles long textual instruction. Poor #UX with high first threshold of user feedback. Image
Encourage people to first dump the feedback then further categories. That way team will have feedback to analyze. If you expect people to look for the category then add the feedback, let me tell you in B2C, consumers will simply drop off. @Microsoft
Isn't all User Research of existing services starts from User Feedback. In view of such a User Unfriendly poorly design #feedback page, I wonder where does the UX Research budget goes? @Microsoft #uxresearch #servicedesign #ux
Read 3 tweets
All talks no action. Google #Feedback Forum #CX / #ServiceDesign. No text box to dump feedback with one click. Not responsive. Not mobile friendly. Poor #UX with high first threshold of user feedback. @Google Image
Encourage people to first dump the feedback then further categories. That way team will have feedback to analyze. If you expect people to look for the category then add the feedback, let me tell you in B2C, consumers will simply drop off. @Google
Isn't all User Research of existing services starts from User Feedback. In view of such a User Unfriendly poorly design feedback page, I wonder where does the UX Research budget goes? @Google #uxresearch #dropoff
Read 3 tweets
We’ve finalized our speaker line-up! 🎙️ 1 day. 1 track. 12 industry experts in growth, product, engineering, and design 👩‍💼👨‍💻. Amplify this October 8th is going to be amazing.

(Pssst..keep reading for a hidden promo code!👇)

(1/13)
(2/13) 📊 We are delighted to welcome @merci as a speaker again at Amplify! Merci is currently a partner at @lightspeedvp. She is also the Founder of @womeninproduct and former Director of Product at Slack.
(3/13) 💡 Company founders including @ericsyuan, Founder and CEO of @zoom_us (the highest valued IPO of 2019) and @buckhouse, Founder of @Sequoia Design Lab.
Read 13 tweets
Search "UX" online, the results will show ample of Card Sorting images. Card sorting is the Output. Unfortunately, nowhere the Inputs are displayed like spending long hours Observing Users, in their environment. Submerging self in the context. These card sorting visuals misguide
the perception of Leadership & Management Teams. It later reflect in resource allocation, budget, hiring & overall expectation. Visual Communication of UX as a domain need to made right.
#ux #cardsorting #users #cx #businessdesign #design #userinterface #business #productdesign
Read 4 tweets
How to connect Voice based HelpDesk Softwares with UX Feedback Management?
This is where revolutionary @GoogleDuplex engine could be used. It understands the speech & context well enough to give a suitable reply. If it understands
Read 3 tweets
@NarayanaHealth I am an User Experience Professional. I would like to pass my humble #feedback about OMNI CHANNEL Experience of Hotline Number 18602080208. It is easy to reach Ward Desk to enquire about the IN patient. Its extremely difficult to communicate a message
to the doctor through third party like Via Ward Desk, Out Patient OPD or Doctor's Personal Secretary. I belive the Hotline Desk should take the message, pass a copy to ward & another copy to out patient OPD and the Doctor will check it in due time.
Some tests need to happen at 7 am today for my Dad (In Patient). The tests didn't happen because Ward Representative was waiting for some pending permission. I came to know when I called Hotline and spoke to ward desk at 12.30 pm. Post that, it took me 3-4 unsuccessful attempt
Read 5 tweets
@Dell @DellCares In a nutshell 3 engineers have visited in last 4 days with 3 faulty screens from Dell-Wipro Bhawanipur Kolkata facility that is approximately 25 KM from my home. Unfortunately due to lack of lab facility at their center, they couldn't test
the screens manually and there must be some sort of gap in production pipeline / process that "QC approved" faulty screens have been delivered from the warehouse successively. It must be adding latent resource cost to company. Please take care. #feedback #CX #UX
I have a feedback. QC of Monitors and Screens are very important because any tiny fault on screen is apparent, visible and disturbing. Good QC and Customer Service of Screens will motivate users to invest in Dell Professional Grade UltraSharp monitors.
Read 3 tweets
I find it bit stressful to browse @Zomato. This is my Personal Feedback. @zomatocare can forward it to the UX Team.

User Journey 1. My browsing habit, when I have a preferred location in my mind, normally in my home city.
Environment - Sitting on my Bed, browsing Zomato.
Go Out -> Select a Location -> List of Restaurant -> Filter by Budget -> Filter by Type -> Quickly check Location of successive Restaurants on Map -> Select Restaurant -> Book Uber.

User Journey 2. My browsing habit, when I have a
preferred Cuisine in my mind. Most of the time, I search by Cuisine than searching by Location. I am a Fan of Tasty Youtube Channel. I like visiting new Restaurant.
Environment - Sitting on my Bed, browsing Zomato. Go Out -> Search a Cuisine (Sizzler) ->
Read 4 tweets
Next Milestone for #Maps is to include the last mile #commute. Indian Cities have almost all mode of local commute. We have Rikshaw, E-Rikshaw, Auto Rikshaw, E-Scooter, Vikram, Toto, Launch Boat, Ferry Boat, Tempo Traveller, Mini Bus, Local Bus, Cabs, Metro Train (subway),
Local Train and even Helicopter Service. In some places we have shared Auto Rikshaw service. Typically, 3 or 4 commuters share one Auto Rikshaw which have fixed onboarding and offboarding points. Vikram and Toto are always shared. #UX #CX #GoogleMaps #BingMaps #AI #Surveillance
Read 3 tweets
If the Government is so concerned about #environment and want people to use public transport then why do Public Buses don't show up on Google Maps similar to Ola and Uber cabs been shown moving around in an area prior to booking? @UnlimitReliance #hackathon #IoT @HackerEarth
This is a scalable idea across every City of India. It requires establishing of Supply Chain, Procuring Goods & Integration with Services at massive scale.
Check out IoT interThrone on @HackerEarth hackerearth.com/sprints/unlimi… via @HackerEarth @UnlimitReliance @nectechnologies
Read 7 tweets
Received a mail from IRCTC customer care. @IRCTCofficial @RailMinIndia

Dear Customer,

Kindly note that credential like mail id & mobile number once get registered under any user id related to irctc the same credential cannot be relocated or re user at any other user id of
IRCTC even after deactivation of same user id.

Why such rule? How would I find a unique number in the market to purchase? What if after purchasing a number I find out it is associated with an existing IRCTC account of another person.
The number is mine and I should have the right to register. The account is mine and I should have the right to deactivate my account and free the number. Deactivating don't mean deleting and all the history will be maintained privately. This is an Access & Security problem.
Read 5 tweets
@IRCTCofficial I have 2 numbers A & B. Both of them are associated with different IRCTC account. I don't use account A. I want to delete account A & free the number. As per the customer support even if I delete account & free the number A, I won't be able to use it for Account B.
@RailMinIndia Why such rule? How would I find a unique number in the market to purchase? What if after purchasing a number I find out it is associated with an existing IRCTC account of another person. The number is mine and I should have the right to register.
The account is mine and I should have the right to deactivate my account and free the number. Deactivating don't mean deleting and all the history will be maintained privately. This is an Access & Security problem. Waiting for quick resolution. #UX #CX
Read 3 tweets
Flight booking transaction is a mess.
1) OTP from the Bank to proceed with the transaction.
2) The Cash Debited Bank confirmation statement received.
3) Successful Transaction from Trip App received.
4) PNR Assigned from Trip App received.
5) Copy of Itinerary from the Airline
received.
6) Tax invoice received.
7) Travel Insurance received.
8) Change in time notification received.
9) Web Checkin received.
10) Additional Baggage confirmation received.

10 f*****g document in your inbox for just 1 flight.
Then you get stuck at the airport door looking for the right mail! @gmail @makemytrip @Google @Outlook @jmspool #flight #airline #CX #UX #search #supersearch #thread (advance AI powered email thread)

God help you if your transaction fail in-between.. many more mails. If you
Read 8 tweets
The advantage of video #timeline over static images is even if the #consumer is reluctant to scroll down, still the content would keep changing and keep influencing Users. Best for Niche #ecommerce Segment. The played video could be put in thumbnail history to search easily. #UX Image
Read 3 tweets

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