The SoSA 2023 conference brought together the Agile community to address sustainability in social, environmental, and economic areas, setting a direction for global responsibility. This update was originally published on Agile Alliance. (51 words)
The holiday season presents new challenges and opportunities for small businesses. Economic uncertainty, changing consumer trends, and staffing needs are all areas to consider. Keeping an eye on trends, adjusting hours and staffing, boosting employee engagement, and utilizing social media can help small businesses navigate the holiday season successfully. Additionally, implementing customer support innovations, such…
The text discusses the difference between a sprint review and a sprint demo. It emphasizes that a sprint review is more than just a demonstration and should be a conversation involving attendees, asking for feedback and discussing new functionality ideas. Calling it a demo devalues these aspects and may lead to skipping important discussions. The…
Whirlpool’s UK consumer brand, Hotpoint, has been recognized at the UK Customer Experience Awards for their use of TechSee’s Remote Visual Support technology. By implementing live video and augmented reality, Hotpoint’s call center agents can better support customers in real-time, reducing the need for unnecessary technician visits and improving efficiency. This innovative approach has also…
Live chat queueing is a valuable tool for businesses to enhance customer support. It organizes customer chats based on arrival time, ensuring fairness and optimizing workload management for agents. It reduces customer wait times, provides transparency, and can be customized to suit business needs. Options like round-robin and least busy queueing algorithms offer different approaches.…
Agile2024 conference is scheduled for July 22-26 in Dallas. The post introduces Semira Allen as part of the program team responsible for organizing the event. The Agile Alliance shares Q&A sessions with the team members. Source: Agile Alliance.
This article discusses the challenges healthcare organizations face in maintaining HIPAA compliance when using live chat as a communication channel. It emphasizes the need for secure platforms, staff training on HIPAA regulations, and the implementation of policies and procedures. The article also provides best practices for securing PHI in live chat sessions and addresses the…
October’s Game On! featured Minute-to-Win-It Games with an Agile twist, offering a rapid and engaging way to energize meetings and workshops. The post “Sixty seconds to fun and learning!” is available on Agile Alliance.
Customers still have mistrust towards AI systems due to concerns about privacy, job displacement, transparency, ethics, and loss of human connections. To build customer trust in AI, CX leaders can educate customers about AI capabilities, provide clear explanations, emphasize AI-augmented human decision-making, ensure unbiased algorithms, establish robust data privacy measures, promote AI accountability, offer reliable…
Customer touchpoints are the points of interaction between a customer and a business, such as in-person interactions, phone calls, emails, social media, and websites. These touchpoints provide opportunities for engagement, value delivery, and insights gathering. Businesses can optimize these touchpoints by personalizing experiences, resolving customer issues, and showcasing commitment to customer satisfaction. Understanding customer journeys…
The text provides advice on how to handle two common issues in daily scrum meetings: people who talk too much and people who don’t talk at all. For those who talk too much, suggestions include setting a timer, making time obvious by using a medicine ball, interrupting politely, and using a signal like holding up…
Article Summary: This article discusses the importance of introducing and defining product goals for Scrum teams. It emphasizes the need for team members to understand and align with these goals in order to drive meaningful change. The author introduces a tool called the Goals Portfolio Analysis, which helps identify weaknesses and gaps in the connection…
The Minimum Viable Library has released a new edition focused on Agile Leadership. The curated collection includes books such as “Turn The Ship Around!” by L. David Marquet, “Leaders Eat Last” by Simon Sinek, “Extreme Ownership” by Jocko Willink and Leif Babin, “Servant Leadership” by Robert K. Greenleaf, “Team of Teams” by General Stanley McChrystal…
Product Backlog Refinement in Agile Scrum involves breaking large items into smaller ones and understanding more details. The benefits of smaller Product Backlog Items include shorter feedback loops, enhanced learning, improved flow, better prioritization, and opportunities for experimentation. Smaller PBIs facilitate reaching the ‘Done’ phase and validating assumptions. They also provide clarity and reduce risks,…
This text is about an article on Agile Scrum. It emphasizes the inefficiencies of traditional management practices and the delays caused by committees. It highlights the importance of swift collaboration and the potential loss of business opportunities due to prolonged decision-making processes. The article encourages organizations to reflect on their practices and offers assistance from…