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Key Takeaways Companies today have to compete on customer experience. And most companies, about 66% , think they're delivering. However, many customers feel differently. Recent research found that 54% of buyers believe companies treat customer experience as an afterthought. What's more, research by McKinsey indicates up to 70% of digital transformations, which usually seek to modernize CX, fail. Why the disconnect? One big factor is focusing too much on technology and too little on content when modernizing or improving customer experience. Content, including text, images, audio, video, documents and more, is the substance of customer experience across touchpoints such as websites, email, social media, mobile apps, SMS, IVR, chatbots and call centers. Far more of your customers will interact with your company's content than with your company's employees — and do so far more often. So, how do you turn more attention to content as your company strives to compete on CX ? Start by looking for opportunities in content for onboarding, feature adoption, order status and self-service. 1. Content in onboarding Winning a new customer is a precious thing, usually costing more than winning business from a current customer. However, most companies waste the opportunity by using a poor approach to onboarding or welcoming the customer. Typical problems include: For good examples, look to world-class SaaS , such as Mailchimp and AirBnB, which use a friendly tone and clear messaging in content, such as orienting tours, set-up wizards, reminders, guides with best practices and tips for success. Retailer and ecommerce businesses such as Target, Crate & Barrel and Pretty Alright Goods offer useful content ranging from special discounts to suggesting tips. Related: AI Could Ruin Your Life or Business — Unless You Take These Critical Steps 2. Content in adopting features or products If you're a business that sells products, then chances are you want customers to use the products and try more of their features. The more customers use them successfully, the more likely they'll want to keep using them. Content can go a long way toward guiding your customers to use your products correctly and even to upgrade. Typical problems include: 3. Content in communicating order status If your business involves taking and fulfilling orders, then communicating the status of those orders is the crux of your CX. Do it well across all of your touchpoints, and customers feel confident in you, even if something unexpected happens. Do it poorly, and customers become uncertain and more likely to call for an explanation or cancel. Many problems can happen when communicating about orders. A few examples include: Related: 'Hello Again, It's ChatGPT': You Can Now Call ChatGPT Straight From Your Phone 4. Content in embracing self-service Most customers today are open to using self-service, and many actually prefer it. You can help customers help themselves with content such as notifications , alerts, instructions, button labels, error messages, confirmation messages, contextual help and guides. Problems include Integrate content into your vision for customer experience or digital transformation to gain a content advantage in customer experience. Establish a center of content excellence to align departments that communicate with customers and ensure consistent content governance. Invest in modern content roles, such as content designers, to create customer-centric experiences. Finally, consider partnering with experts in content strategy to accelerate your progress and drive impactful results.gba 777 online casino philippines register

4 Ways Content Can Make or Break Your Customer Experience

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USC women move to No. 4 in AP poll as top three unchangedGRAHAM GRANT: Soft-touch justice is the SNP's stock in trade - but these risky early release plans must be thrown out immediately Click here to visit the Scotland home page for the latest news and sport By GRAHAM GRANT FOR THE SCOTTISH DAILY MAIL Published: 20:48, 25 November 2024 | Updated: 20:50, 25 November 2024 e-mail View comments In a recent moment of self-delusion worthy of The Office’s David Brent, Angela Constance described herself as a ‘fixer’. It was the sort of misguided comment, bereft of any shred of humility, that blundering manager Brent would have made in the BBC sitcom. Yet the real joke is that the Justice Secretary hasn’t fixed anything in her time in office – and the system over which she presides is in perpetual crisis. Now she has devised emergency legislation in a bid to free up space in crowded jails by letting out short-term prisoners at an even earlier point in their sentences. The Bill is being rushed through with the help of the docile Greens – the SNP ’s former partners in government – with minimal debate or scrutiny. In February next year, up to 390 prisoners including dangerous and violent criminals will be let out – but the free-for-all doesn’t stop there. The reduction in the threshold for automatic early release for those serving less than four years – from 50 to 40 per cent of their jail terms – is intended to be permanent, so that the prison population will be cut by about five per cent a year. There are also power-grab plans for ministers to allow prisoners serving longer sentences for more serious crimes to be freed early in the future. In a moment of self-delusion worthy of David Brent, Justice Secretary Angela Constance described herself as a 'fixer’ The cost to the public purse of the first batch of releases in the New Year is estimated at up to £2million. Se we will pay through the nose for the privilege of being put at even greater risk from criminals roaming the streets. It’s not as if we haven’t been down this road before. During the summer, nearly 500 criminals were freed because of overcrowding, and one in eight of them were sent back to the cells after reoffending. More than a third of those locked up again had committed violent crimes despite ministers claiming public safety had been ‘paramount’ during the early release process. Back then, jail bosses had a veto over who would be let out but that won’t apply this time, leading to warnings from campaigners that this reckless exercise will create even more victims. Of course it will – but Ms Constance isn’t listening and shows no sign of retreating as her Bill is accelerated through the Scottish parliament this week. In an extraordinary newspaper column yesterday, Teresa Medhurst, boss of the Scottish Prison Service, defended the liberation plans – under the perverse headline: ‘Why releasing prisoners early to ease overcrowding will make Scotland a safer place.’ She said no one wants former prisoners to reoffend when they’re out of jail for ‘perfectly understandable, selfish reasons’. Read More Dangerous criminals could be freed from jail without approval of prison bosses under 'appalling' SNP plans She added: ‘These are our communities that they will return to, and we want to live in peaceful environments with neighbours we can get along with.’ Is it really ‘selfish’ to want to be protected from violent thugs – or is that a right we should all have according to the terms of the ‘social contract’ the SNP talks about so much (usually when trying to justify a tax hike)? It does provide valuable insight into the mindset of the hand-wringers running the failing penal system – the same people who insist that prisoners should be called ‘people in our care’ to avoid stigmatising them. The argument is that rehabilitation will be easier when the numbers are more manageable, but that ignores the fact that a large proportion of those freed will be back in jail before long anyway. And is there really any hope of rehabilitation when inmates are allowed to lie in their beds playing game consoles, when they’re not too busy using mobile phones to keep in touch with family and friends (and criminal associates?) Dishing out mobiles was a big idea of the SNP government when Ms Constance’s predecessor, a certain Humza Yousaf, was in charge of the justice brief. That was supposed to help with rehabilitating them by making it easier to contact relatives – but to the surprise of no one (apart from the SNP) the handsets were used to commit further crimes and the entire scheme was abandoned, costing taxpayers £6million. The last people who should be lecturing us about public safety are the ministers and jail bosses who were in charge during that costly fiasco, and yet they presume to do so again – taking us all for fools. There should be complete candour and openness from Ms Constance – the self-styled ‘fixer’ of Scottish politics – about the real reason for the stepping-up of early release (but don’t expect it anytime soon). The truth is poor planning and incompetent management mean we don’t have enough prisons, so we should build more – something which the SNP has ruled out. Where it has attempted to expand the estate, it’s no great shock to learn that it has gone badly wrong. The cost of building a new prison for the Highlands and Islands is expected to exceed £200million, which is four times more than originally estimated. It should be completed by 2026 – a mere six years later than originally planned – and is billed as Scotland’s first ‘net zero’ jail. As it replaces Inverness Prison, which is more than 120 years old, rather than creating extra capacity, it’s unlikely to help tackle the overcrowding crisis – assuming it ever materialises. The SNP’s track record of building jails is about as impressive as its performance on ferries. But when it comes to prisons it’s plain there’s no appetite for constructing more of them anyway, unless it’s necessary to replace one that’s falling apart. Click here to visit the Scotland home page for the latest news and sport Advertisement Now the consequences of this institutional aversion to new prisons are clear – criminals including violent thugs will be getting out earlier than anticipated, with jail bosses having no say in whether they are actually safe to be released. Given the cushy conditions in some holiday camp jails, net zero or otherwise, quite a few of those about to regain their freedom might be keen to stay in their cells. It’s ‘selfish’ to consider your own safety, as we know, but it will be hard not to do so in February when hundreds more criminals walk out of prison gates. As for Ms Constance, she pays lip service to the concerns of victims – but they are very far down the list of priorities. Victim Support Scotland said fewer than 20 people were informed that offenders in their cases were being freed early over the summer. This time round, we’re told greater efforts will be made to tell victims what’s going on – but many of them won’t be holding their breath. Soft-touch justice is the SNP’s stock-in-trade – but this is a breathtakingly risky proposal, and one that any sane MSP should throw out without hesitation. But this is Holyrood and sanity left the building some time ago, so the likelihood is that the prison-emptying will commence within weeks. It is a disgraceful abdication of responsibility from a party which has always prized the rights of offenders over victims. The proposed mass liberation of prisoners demonstrates once more that the SNP simply isn’t fit for office – though it might well win the votes of the criminals who are about to benefit from its largesse. BBC SNP Share or comment on this article: GRAHAM GRANT: Soft-touch justice is the SNP's stock in trade - but these risky early release plans must be thrown out immediately e-mail Add commentNever a dull day in Philippine politics—not even on weekends! Well, it was not exactly our local version of the “Jan. 6 attack” on Congress, but it was as, if not more, dramatic. True to form, Vice President Sara Duterte allegedly ignored all basic protocols when after visiting her detained chief of staff, Zuleika Lopez, she chose to stay well beyond the permitted hours in the office of her brother, Davao City Rep. Paolo Duterte, in clear defiance of the sergeant at arms warnings. In response to her brazen move, the congressional leadership warned, “The House of Representatives is not anyone’s personal space.” Soon, the situation dramatically escalated when the Vice President went on a rant marathon, culminating in her direct and personal attacks against not only the congressional leadership but also the First Family. Vehemently denying any wrongdoing, she accused First Lady Liza Araneta-Marcos of complicity, if not deliberate entrapment, when discussing the controversial disbursement of funds during her tenure at the Department of Education. As if that weren’t dramatic enough, she did something that even her notoriously foul-mouthed father would have shunned. “Don’t worry about my safety. I have talked to a person and I said, if I get killed, go kill [President Marcos], [First Lady] Liza [Araneta-Marcos], and [Speaker] Martin Romualdez. No joke. No joke,” she warned, without any hint of irony or humor. Just to make sure she drove home her point, VP Duterte made it clear that she told her contracted assassin to “not stop until you kill them [all] and he said yes.” Had this been Rodrigo Duterte, he would have cracked a joke right after to defuse tensions and, crucially, create an element of plausible deniability. But she didn’t. Worse, she had made a similar threat earlier this year when she shared her supposed fantasy of beheading the Commander in Chief, also without any hint of irony. As usual, she later walked back her earlier statement, but the damage was done. Malacañang immediately responded by clarifying that it treats her “clear and unequivocal statement [as an] active threat ... [that] must always be taken seriously, more so that this threat has been publicly revealed in clear and certain terms.” Quite poignantly, Gen. Romeo Brawner Jr., the chief of staff of the Armed Forces of the Philippines, underscored the need for national unity and reiterated the armed forces’ “loyal[ty] to the Constitution and chain of command.” So, dear reader, what comes next? Certainly, the Vice President has added additional momentum to earlier impeachment plans against her. Filled with fence-sitters and Duterte loyalists, however, it’s unlikely that the Senate will produce sufficient numbers to operationalize the articles of impeachment. While a few senators have skin in the game, including huge campaign donations and support to VP Duterte back in 2022, others are understandably worried about electoral backlash in Mindanao. This explains why the once-respected Senate has been largely timid in dealing with Duterte antics and the former administration’s catastrophic human rights legacy. Senate President Francis ”Chiz” Escudero mildly criticized the Vice President’s latest outbursts, but he seemed broadly sympathetic by simply counselling professional help “if she is struggling” so VP Duterte can effectively fulfill her duties. Another option would be to file appropriate criminal charges against the Vice President since she does not enjoy full immunity. As current Solicitor General Menardo Guevarra clarified during his tenure as Duterte’s justice secretary: “The Constitution does not grant the vice president immunity from suit ... the vice president has to face the charges even during [his/her] tenure.” If the vice president is found guilty of a crime, the imposable penalty may not lead to her removal from office, but it “may include disqualification from holding any public office in the future,” Guevarra added. But even this option has its demerits, since court cases in the Philippines, especially when extremely high-stakes and involving prominent figures, can take forever. Nevertheless, if the Marcos administration manages to unearth credible evidence of seditious activities and/or robust assassination plots, then national security considerations could seamlessly overcome any political roadblock to accountability. The battle lines have been drawn. Mr. Marcos will either have to respond decisively to repeated and direct threats from his former allies, or risk facing the music once he steps down from office. As ancient Romans knew: Timidity invites aggression, while decisiveness protects the republic. ————— [email protected] ###—### #ColumnName horizons Subscribe to our daily newsletter By providing an email address. I agree to the Terms of Use and acknowledge that I have read the Privacy Policy . #Byline2 richard heydarian

Trump’s picks for top health jobs not just team of rivals but ‘team of opponents’

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Lopetegui came into the game under pressure following some poor displays from the Hammers in recent weeks but they earned a hard-fought victory to end the Magpies’ three-game winning spell. Despite a promising opening from the hosts, Tomas Soucek headed West Ham in front before Aaron Wan-Bissaka’s first goal for the club after the break wrapped up victory. Lopetegui was pleased with his side’s display following a “tough match”. He said: “I am happy for the three points and am very happy against a good team like Newcastle, who have good players and a fantastic coach. “I think today was a tough match and we were able to compete as a team. “I think we deserved to win. Today they had many moments in the first half, but I think the second half we deserved to win and we are happy because you have to do these kind of matches against this type of team if you want to overcome them.” Newcastle started brightly and had plenty of chances in the first half especially, but the visitors responded after the break by retaining possession well. The win eases the pressure on Lopetegui, whose West Ham side face Arsenal on Saturday, and he believes the victory is an important feeling for his players. He said: “I think the only thing that is under our control is to play football, to improve, to defend well, to convince the players we are able to do better. “Today we did, but I think the only thing we can do is to do the things that are under our control, not today but every day. “So we had to keep with this mentality, but above all let me say we are happy for the players because they need this kind of feeling as a team to believe that we are able to do well as a team, to put the best for each player of the team.” Newcastle boss Eddie Howe admitted defeat was a missed opportunity for his side. The Magpies missed a series of chances in the first half, including efforts from Joe Willock and Sean Longstaff, before Alexander Isak blasted a chance off target. Anthony Gordon also rolled an effort just wide of the post after the break and Isak headed wide of goal. Three points could have seen Newcastle move into the top six and Howe admitted his side need to learn from the match. “Yes, massive because the league is so tight that a couple of wins and the whole picture looks very different,” Howe said. “We’ll kick ourselves tonight because we knew the opportunity we had, a home game, Monday night, a great moment for us potentially in our season, so we have to learn from that and come back stronger.”

IAEA’s blueprint for a resilient world These efforts highlight laboratories' role in addressing some of most pressing sustainability challenges of our time The International Atomic Energy Agency’s (IAEA) member-states have made a significant stride toward global sustainability by adopting a declaration emphasising the vital role of nuclear science, technology, and applications in addressing pressing global challenges. This unanimous decision was reached during the 2024 IAEA Ministerial Conference, held from November 26 to 28 in Vienna, Austria, where ministers and senior officials convened to reaffirm their collective commitment to leveraging the transformative power of nuclear technology for the benefit of humanity. Nuclear science and technology are uniquely equipped to address multifaceted global challenges, ranging from healthcare and agriculture to climate change and sustainable development. The declaration highlights this potential by showcasing the success of initiatives like ZODIAC (Zoonotic Disease Integrated Action), NUTEC Plastics (addressing plastic pollution), Rays of Hope (cancer treatment and prevention), Atoms4Food (food security), and Atoms4NetZero (climate action). These programmes exemplify the versatility of nuclear applications, translating complex scientific advancements into practical, life-changing solutions that directly benefit communities worldwide. Rays of Hope, for instance, is instrumental in strengthening cancer diagnosis and treatment capabilities in underserved regions, ensuring that even low-resource settings have access to advanced medical technologies. This initiative contributes not only to individual health but also to broader health system resilience by addressing inequities in healthcare. Similarly, ZODIAC aids in the early detection and prevention of zoonotic diseases, reinforcing global health security and safeguarding populations from pandemics. By combining nuclear technology with epidemiological surveillance, ZODIAC represents a forward-thinking approach to combating emerging health threats. Equally important, NUTEC Plastics leverages nuclear techniques to provide innovative solutions for mitigating plastic waste. This programme aligns nuclear technology with environmental conservation efforts, advancing global objectives for reducing plastic pollution while fostering sustainable practices. By integrating nuclear methods into environmental management, NUTEC Plastics offers scalable and practical solutions to one of the most pressing ecological crises of our time. At the heart of the declaration is the recognition of the IAEA's Technical Cooperation Programme (TCP) as a pivotal mechanism for transferring nuclear technology and expertise to member-states. This programme facilitates access to state-of-the-art materials, equipment, and knowledge, ensuring that countries, regardless of their economic standing, can benefit from the peaceful applications of nuclear science. By prioritising capacity building, the TCP fosters self-reliance and sustainability, enabling nations to apply nuclear techniques effectively across various sectors. The TCP exemplifies international solidarity by addressing localised challenges through tailored nuclear solutions. For example, climate-smart agriculture supported by nuclear applications is helping farmers in Asia increase rice productivity while enhancing resource efficiency. The programme further facilitates the application of nuclear techniques to enhance resilience and mitigate the effects of climate change. Through isotope hydrology, for instance, countries can assess groundwater availability, predict droughts, and optimise the use of water resources, ensuring sustainable management of this vital asset. In coastal and marine environments, the programme supports studies on marine pollution and coral bleaching, aiding nations in preserving their ecosystems and safeguarding biodiversity. Small island developing states, which often bear the brunt of rising sea levels and extreme weather events, benefit significantly from these technologies. The programme provides them with tools to better understand and respond to the changing climate, reinforcing their ability to protect livelihoods and promote sustainable development. The TCP fosters collaboration among member-states, promoting the exchange of knowledge and expertise on innovative nuclear solutions to shared environmental challenges. This cooperative approach not only bolsters global efforts to combat climate change but also creates a network of nations equipped to address future crises with advanced, science-driven strategies. Integral to these efforts are the IAEA’s Nuclear Applications Laboratories in Seibersdorf, Vienna, and Monaco, which serve as hubs for developing and refining nuclear techniques and ensuring their effective dissemination to member-states. These laboratories conduct cutting-edge research and provide specialized training, equipping countries with the tools and expertise needed to implement nuclear technologies effectively. For instance, they advance climate-smart agricultural practices by developing methods like the sterile insect technique (SIT) to control pests without harmful chemicals, enhancing agricultural productivity while promoting environmental sustainability. The laboratories also support water resource management initiatives, particularly in arid regions, using isotopic techniques to assess groundwater availability and quality, enabling sustainable use of this critical resource. Together, these efforts highlight the laboratories' pivotal role in addressing some of the most pressing sustainability challenges of our time. An essential aspect of the declaration is its focus on inclusivity, particularly the need to attract more women to nuclear sciences and cultivate the next generation of nuclear professionals. This commitment reflects a broader effort to address gender disparities in STEM fields, ensuring that the benefits of nuclear technology are amplified through diverse perspectives and talent. The IAEA has long recognised the importance of gender equality in advancing its mission. By supporting initiatives to encourage women to pursue careers in nuclear science and technology, the agency not only addresses gender imbalances but also strengthens the overall capacity of the field. Increased diversity brings fresh perspectives, fostering innovation and creativity in addressing complex challenges. The declaration also emphasises the importance of engaging youth and fostering the next generation of nuclear scientists, engineers, and professionals. By offering scholarships, training programmes, and mentorship opportunities, the IAEA ensures that the knowledge and expertise needed to harness nuclear technology are passed on to future leaders. This investment in human capital is critical for sustaining the advancements made in nuclear applications and for ensuring their continued relevance in a rapidly changing world. The declaration commends the IAEA’s efforts to foster partnerships across the United Nations system and with both traditional and non-traditional donors, including the private sector. These collaborations enhance the agency’s ability to mobilize resources, expand the reach of its initiatives, and achieve shared goals such as the United Nations Sustainable Development Goals (SDGs). For instance, partnerships with the private sector enable the IAEA to leverage additional expertise and funding, accelerating the development and deployment of nuclear technologies. Collaborations with other UN agencies, such as the World Health Organization (WHO) and the Food and Agriculture Organization (FAO), ensure that nuclear applications are integrated into broader efforts to improve health, food security, and environmental sustainability. The adoption of this declaration reaffirms the IAEA’s pivotal role in promoting peaceful uses of nuclear technology to drive sustainable development. Nuclear applications are directly aligned with several SDGs, including Goal 2 (Zero Hunger), Goal 3 (Good Health and Well-Being), Goal 6 (Clean Water and Sanitation), Goal 13 (Climate Action), and Goal 14 (Life Below Water). For example, the IAEA’s work in agriculture supports SDG 2 by improving crop yields and ensuring food security through advanced nuclear techniques. Similarly, its contributions to cancer diagnosis and treatment align with SDG 3, addressing global health disparities and saving lives. In the realm of environmental sustainability, the agency’s efforts to monitor and mitigate the effects of climate change directly support SDG 13, while its initiatives in ocean health contribute to SDG 14. The declaration emphasises the interconnectedness of these goals, highlighting the unique ability of nuclear science to provide integrated solutions to complex global challenges. By leveraging its expertise and resources, the IAEA is well-positioned to play a central role in advancing the 2030 Agenda for Sustainable Development. The adoption of this declaration is a landmark moment for the IAEA and its member-states, reflecting a shared vision for leveraging nuclear science and technology to address the world’s most pressing challenges. By emphasising innovation, inclusivity, and international cooperation, the declaration sets a path forward that aligns nuclear applications with global priorities for sustainability and resilience. This momentous agreement not only underscores the progress made in nuclear science and technology but also sets a vision for their continued contribution to a more equitable, sustainable, and resilient future. As the world faces evolving global challenges, the IAEA’s leadership and the collective resolve of its member-states will undoubtedly remain a cornerstone of progress. By fostering collaboration, investing in human capital, and advancing cutting-edge research, the IAEA and its partners are building a future where nuclear science is not only a tool for addressing current challenges but also a catalyst for long-term global prosperity. This declaration reaffirms the agency’s commitment to peaceful nuclear applications, ensuring that their transformative potential continues to benefit all of humanity. The writer is a professor of physics at the University of Karachi.Lazar Ristovski left UDUS and told his colleagues: What you are doing is anger - it will not bring any goodNORAD’s Santa tracker was a Cold War morale boost. Now it attracts millions of kids

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