Evervault I hope you've found this thread insightful. If you'd like: 1. Follow me Felix Lee for more on design, product growth & careers. 2. Like/Retweet the first tweet below: x.com/felixleezd/sta…

The add is good... :)

The Qatar Airways boarding pass holder. A cost effective solution for reducing complexity. H/t Sam Tatam

System 1 have done a brilliant analysis of the papers in the IPA Databank Campaigns that have a fluent device (ie a fictitious character who is central to the drama of the ad, like the Meerkats or 118 runners) are 31% more likely to generate v large profit gain In Lemon

Excellent ad that makes a brilliant point & also reminds us that when it comes to cutting pizza, there are lots of tools available, but 🍕✂️scissors are by far the best. Marc A. Ross Gerald Ashley

Students at NYU asked the creators of South Park the million-dollar question: “What makes a good story?” They gave one of the best explanations of story I’ve heard: “If we can take the beats of your outline, and the words ‘and then’ belong between those beats… you got

I had the challenging task of changing the mindset and #culture in a #ContactCenter to a more #customercentric one and the #agent behavior to a more empathetic one, so I've been contemplating the #behavior change topic. This #HBR article has good tips shorturl.at/jsACP #CX

Fascinating insights into #Amazon's culture e.g the importance of #storytelling in #SoftwareEngineering; #Amazon’s cult of the 6-pager; how to write better; why PPT is banned and how to work backwards from the customer. medium.com/geekculture/th…

An example from #turkishairlines about how NOT to implement a #bot and chat service channel. The bot said it will connect me to an agent at 17:55. An agent finally comes to the chat at 3:49am and ends it at 4:02 because, surprise, I was sleeping at 4am 😂 #CX #CustomerService

Agents stand to benefit from #AI and the objective, data-based performance metrics that help guide their (human) behavior for optimal outcomes. Register for the 10/12 webcast w/ NICE and Zhecho Dobrev bit.ly/3thJK4B

Great #HBR article about some underrated emotions in the office and the value those can bring/destroy. hbr.org/2023/10/10-emo… #emotion #ChangeManagement #leadership #EmployeeEngagement

Tips how to say “No” in a nice way from #HBR. This may be the difference between less #stress and #anxiety at work and more time for wellness and your loved ones. hbr.org/2019/03/9-ways…

Education will never be the same 🤯

A positive work culture is better for the well-being of employees — and bottom lines. Here are four way to foster one, based on research: s.hbr.org/3HpvZF7

Five Key Trends in AI and Data Science for 2024 sloanreview.mit.edu/article/five-k…

One of the greatest minds of the last 50 years who has forever changed our understanding of human behavior and inspired millions of followers. RIP

Walking Solo: Autumn's Journey youtu.be/n5Zc382tJuo?si… via YouTube

U.N.B.E.L.I.E.V.A.B.L.E

Lying about limited-time sales isn't just insulting to customers—it can also expose you to class action liability for false advertising and/or state anti-spam laws. Here's a snippet from a complaint filed against LaserAway this week, alleging violations of WA's anti-spam law:

AI transformation can't happen without: 1️⃣ Humans 2️⃣ Micro-behaviors of the organization Learn about the value of empathy within #CX and #AI, and how to identify your AI use case ⬇