Book #1: “Can You Hear Me? How To Connect With People In A Virtual World” by Nick Morgan
Most business interactions are virtual these days, via phone, computer, or mobile device. We think these channels are less expensive, but are they really? In this book, renowned communications expert Nick Morgan makes a compelling case for why they’re not. There’s a price for arms-length interaction that’s paid in currencies like misunderstanding, miscommunication, and mistrust.
In this session we’ll explore the implications of Nick’s research for customer and employee experience leaders and the programs we run. We’ll explore questions like:
Which of our pressing culture problems stem from the limits of virtual communication?
What can we do differently to design and deliver more effective virtual experiences?
How can we factor the hidden cost of virtual experience into future business cases?
The session will start with a quick summary of the book for those who need a refresher. Next, we’ll share the most interesting points and the things people are still skeptical about. We’ll discuss the implications this research has on the way people have been approaching experience management and what they might want to do differently. If you’ve used the principles from the book in your company we’ll ask you to share what you did, why, and how it worked out. We’ll also tackle any questions the book sparked in your mind. (Submit questions ahead of time on the Experience Readers LinkedIn thread or wait for the live meeting).