And we're seeing that people's expectations have changed and tool vendors and companies themselves are responding to that change. What we are noticing now is that there is a movement towards experience. Well, TSO is a dynamic publisher because we're producing practical guidance for the evolving workplace, we are addressing the need that we are spotting in the market because we're well known for covering all sorts of guidance and, training assets and knowledge repositories, you know, from various sectors of best practice. My brother went out from a big industry, the biggest industry in the world for a product -I can't say - but he went to a small bank because the experience of working there and delivering a better experience for the customers made him more happy. So they are really looking for experience. The bank is an app, you know, it's not a real bank. And we have now in Brazil a wave of small banks. So I would say FinTech banks, the financial services, especially these small banks - they are more digital than the big ones, which are still looking for branches and people are going there taking money from the ATM or something. I think they are more advanced than the rest of the industry. It's different from Europe and America that have good schools and can have more of the workforce focused on that.įor sure, especially when you look for the digital services like food delivery, eCommerce in general, they actually, I think.manage the numbers and how they experience, especially their software, their apps, delivery for the people, you know. We have few professionals in the market that actually can do that. Like the logical thinking of the theme, they need to learn that in school. I think we have a problem of people not having the ability to actually analyze graphics and numbers and data and these kind of things, you know. And since experience is a lot about talking to people, getting data, putting together, getting data from different origins and mining that, so you can actually digest that and take some actions based on numbers. So we have a really, really.problem of lack of training on the ability to use math, on analyzing data, analyzing numbers. Even having the conscience and the wish, the desire to invest on that. That the companies who are looking for, actually exploring the experience consultancy or tools or something like that, has to look to Brazil and say, okay, they are a third-world country economy. Now please notice, as you listen to the conversation with her, Britney's thoughts on how this conference has evolved to provide more and more content on XLAs and experience management. However, before we hear from the attendees, I first had a chance to speak with someone responsible for much of the behind-the-scenes work in planning and hosting the HDI SupportWorld Live conference in Las Vegas. You'll get to hear some of the conversations that I had with five of the attendees about the conference, their views on the role that XLAs and experience management are playing in each of their industries and from each region of the world that they came to visit from. So this episode is dedicated to that last goal. I also wanted to hear what other speakers and experts were saying about XLA, but lastly, and I'm gonna say probably most importantly, I wanted to find out what attendees to a conference like this were actually thinking about XLAs where they were going with them. First of all, it was a guest speaker sharing some thoughts on how XLA might be able to improve the hybrid office. Now, my reasons for attending were threefold. Last month I attended my very first SupportWorld Live conference, hosted by HDI, the help desk Institute.
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