The CXU Brief
May 15, 2018
Professional Development Corner
10 Tips for Active Adult Learners
If you are juggling the roles of partner, parent, employee, and student, you may be wondering how you are going to survive the summer and still complete your CX courses. Realize that you are not alone. Many adult learners struggle with the competing demands on their limited free time. Many learners find the following tips useful in getting on track and staying on track with their studies.
- Make lists. You might not get everything done on your list every day, but just the act of making a list can help you stay ahead of your work. I suggest you use one of the many apps for your electronic device that are available such as Todoist or Evernote. These apps can sync with other devices to help you make sure that no task gets overlooked. You can even go old school with paper and pen. The key is to organize everything you need to accomplish. Don’t forget to add time to work on your courses.
- Prioritize. Assign priorities to your “to do list” activities. The quickest way to miss completing important items is to spend too much time on less urgent tasks. Prioritize your professional development activities. Your career at Cisco is important!
- Integrate your activities. If you have activities planned that involve a lot of waiting, use the time to read or complete an activity. I always take coursework on business travel or to play dates with the children. Make the best use of any waiting time.
- Set goals. Establish reasonable goals for yourself. Decide when you can comfortably complete each CX course. If you put professional development into the “do when you have time” category, you may never finish. Set a realistic goal to complete each class. Break the tasks down into smaller milestones.
- Be realistic. Examine your schedule and realistically determine if you can complete a new task before you say “yes.” If you over-book yourself, something will not get done and that something is often your professional development.
- Reduce time wasting activities. For me checking email all day long can ruin my schedule and sabotage my list of daily activities. Instead, try reviewing and responding to email 2 or 3 times a day. That is more efficient and doesn’t use all your available time.
- Be prepared. Always have coursework with you. Read and work on your CX courses when unexpected free time occurs. Try bringing a CX article with you to read when you are waiting for a meeting or client. Using small amounts of unplanned available time can help you make significant progress.
- Ask family members for help. You can’t do everything on your own. Summer is a great time to ask your children or other family members to help around the house. Until I did this, I found myself avoiding my course work because I was always finding things to do around the house.
- Give yourself some flexibility. The unexpected event will always occur. Don’t plan your time so rigidly that you can’t make a few changes to accommodate these unplanned events.
- Regroup and revise. Periodically review what you have accomplished and what has not been finished. Revise your plan as needed. Whatever you do, don’t give up and keep your professional development at a high priority. You are worth it.
Read this Month’s Featured Article
Break Silos with This Secret Customer Experience Weapon: Cascading Collaboration
People live in their own functional domains. They have their responsibilities, their metrics, and they can become defenders of their domains. Though from the best intentions, internal competition ultimately creates the reactionary boundaries that we have come to call silos, which harm an organization in ways that are becoming increasingly fatal.
I won’t spend an inordinate amount of time on this because we all know and dislike silos. We have built an awareness of the problem, and we have an accurate model, so our task is to put our heads together and figure out how to stop them.
As it turns out, customer experience unlocks a radical capability of mapping the customer journey. This sounds innocent enough, I’ll admit, but if you look deeper you will see that this fundamental process is anathema to silos. To destroy silos, all you need to do is focus on changing customer journeys.
And you can use the fundamental discord between customer and internal competitiveness to generate a cascading disruption throughout the organization – a chain reaction that is like a noise of the perfect pitch to shatter glass – which can thus demolish silos where they stand.
From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution
Customer experience has made a revolutionary discovery. You see, the game used to center on the enhancement of “customer touchpoints,” or specific interactions between customer and company. But there is a significant shortcoming in this myopic view, namely, that one interaction rarely satisfies a customer need. So sure, we can look at interactions all day, but what the customer sees is the entire journey from need until satisfaction (From Touchpoints to Journeys: Seeing the world as customers do, 2016). To empathize with our customers, to glean real meaning from the data of interactions, we need to see the whole story.
This can mean following customers across devices, across competitors, across the many investigations and decisions leading toward and beyond purchase. Understanding the real context for each interaction, where it has come from and where it might lead, is helping businesses engage customers wherever they are and then lead them through the decision-making process easily and efficiently. Read more…
Have fun with our interactive learning tools!
Methods for your Design Mind – quick lesson
Design thinking is a deeply human-centered approach of using intuition and interpretation of observations to develop ideas that are emotionally meaningful and connected to those you are designing for. Design thinking in CX provides tools and methods to use in building CX ecosystems. Enjoy a quick lesson to learn more!
Try our CX Crossword Puzzles!
The best way to solidify your knowledge of new terms is by having fun and playing! We have a whole series of CX Crossword Puzzles- click on the first one to get started today.