Year in Review - 2023 and Beyond

As I reflect on the year behind us, I'm filled with immense pride, not only for what we at Pisano have accomplished but for the relentless spirit my team has shown.  

Pisano isn't simply a company for me – it's a collective of extraordinary individuals, each with a burning desire to push the boundaries of what's possible. Our achievements this year are a testament to that passion. 

The true measure of our company will never be in the features we build or the awards we win but in the success of our customers. My obsession, and the obsession of everyone at Pisano, is ensuring that those we partner with have the tools and insights to build experiences that leave an unforgettable mark on the world. 

How was 2023 for Pisano?  

2023 was a year that truly embodied the spirit of Pisano. We saw growth, but more importantly, we saw the tangible results of our efforts – businesses crafting experiences that resonated deeply with their customers and employees.  

Here are some highlights that showcase the incredible journey we shared:  

Industry Recognition

• Quadrant Spark Matrix: Being recognized as a Leader in VoC solutions by Quadrant's Spark Matrix (Oct 2023) was a true honor. It validated our commitment to pushing the boundaries of innovation and excellence within the experience management field.
• Customers' Choice: Getting recognized as a Customers' Choice at Gartner Peer Insights was incredibly humbling. It meant the world to us to know that our customers were experiencing the value we strive to deliver every day. You can learn more about our Customers' Choice recognition here.
• Gartner Magic Quadrant: Being included in the Gartner Magic Quadrant for VoC solutions was a significant milestone. It underscored our dedication to driving industry leadership and solidifying our position as a major player in the VoC landscape. 

Evolution of Our Platform 

We're always striving to improve the experience we offer, and this year was no different. We launched our EX platform, adding another piece to our comprehensive experience management framework.

We've also been exploring the exciting possibilities of Artificial Intelligence, integrating it into our platform to streamline workflows for everyone involved.

Simply put, we've made our platform easier to buy, use, and integrate than ever before.

Customer Success 

The real measure of success for me, and for everyone at Pisano, isn't just about recognition. It's about the positive impact we create for our customers.  

We were absolutely thrilled that all our clients participating in CX Awards Competitions walked away with various accolades, ranging from Best CX Strategy to Best Measurement, and even Best B2B CX Program and Best VoC program.

These achievements are a true testament to the value Pisano delivers and the power we have to empower businesses to deliver experiences that leave an impact. 

Teamwork Makes the Dream Work

As I reflect on our journey, I'm constantly reminded that none of these achievements would have been possible without the dedication, collaboration, and unwavering spirit of our incredible team. Their passion and commitment are the true driving force behind Pisano's success.  

We're also incredibly grateful for the unwavering support of our customers and partners. Your trust and collaboration are what makes everything we do possible. 

The Road Ahead: Innovation, Collaboration, and a Shared Vision 

We are actively working on several exciting initiatives that I believe will solidify our position as not just leaders, but true trailblazers in the experience management industry.

Here's what excites me most about the future: 

1.  Enhancing Pisano's Platform Capabilities

We're never content with the status quo. We are continuously investing in cutting-edge features and functionalities, providing businesses with even more powerful tools to manage their experience programs.

This year, and beyond, we have a big motto:

We are, and we will remain, the most innovative company in the industry.

It's not just a slogan – it's the beating heart of everything we do. 

2. Expanding our Partnerships

We believe that collaboration is key to unlocking the full potential of experience management. That's why we're actively forging strategic partnerships with industry leaders.

These partnerships will not only broaden our reach but also provide you with access to a wider range of solutions and expertise, empowering you to deliver exceptional experiences.

3. Building a Vibrant Community 

Many of you might already be familiar with Pisano Academy. It's a testament to our belief in the power of collaboration. We're actively building a vibrant community of XM professionals – a platform for sharing best practices, exchanging ideas, and collectively driving the industry forward.

This year alone, we've already hosted insightful events, published informative articles, and fostered countless impactful conversations. This is just the beginning, and we're committed to continuing to nurture this community as we collectively shape the future of Experience Management. 

The Galaxy Where Pisano Shines - XM Industry  

As I look beyond Pisano and towards the broader experience management (XM) industry, I feel a constant sense of innovation and a shared ambition to push the boundaries of what's possible.  

It's a landscape I find both exhilarating and challenging, and it's critical for businesses to stay innovative, and attuned to the trends shaping the future of experience management.

Several key trends are influencing the future of XM, and I'm particularly excited about the potential of: 

1.  AI and Generative AI

Artificial intelligence (AI) is already playing a critical role in XM, handling tasks like sentiment analysis and automated feedback categorization. But the future holds even more promise, with generative AI emerging as a powerful tool for creating personalized content, chatbots, and virtual assistants that can enhance customer engagement and support.  

2.  XM without an Experience Management Department

The traditional, siloed approach to XM is becoming increasingly outdated. As the importance of experience becomes paramount, we're witnessing a shift towards a more holistic, organization-wide perspective.

Departmental barriers are starting to crumble, paving the way for a more collaborative approach to managing and optimizing the total experience. This is a critical evolution, as it ensures that every department is aligned and contributing to the creation of a seamless, positive experience for everyone who interacts with your company.  

3.  Focus on EX as a Driver of CX

Recognizing the undeniable link between employee and customer experience, organizations are increasingly prioritizing the creation of positive work environments. This shift fosters a more satisfied and productive workforce, which ultimately translates into a chain reaction of benefits. 

4.  Proactive Experience Management

Businesses are poised for a shift from waiting to react to customer feedback towards a more forward-thinking approach. Instead of simply collecting feedback after issues arise, they will proactively anticipate potential problems and proactively address them.

This preemptive strategy involves gathering insights from various sources, like user behavior data and customer support interactions, to identify and mitigate potential pain points before they escalate into full-blown problems.

However, navigating this ever-evolving landscape isn't without its challenges. Here are some of the key challenges I see:   

Challenges

• Breaking down silos: Integrating data and fostering collaboration across various departments remains a major hurdle for many organizations. These silos can hinder the flow of information and impede the ability to deliver a unified, consistent experience.
• Scaling VoC/VoE programs: While the value of Voice of Customer (VoC) and Voice of Employee (VoE) programs is well-established, scaling these initiatives across the entire organization and ensuring their insights are translated into action can be difficult. 

How We're Adapting at Pisano

I believe that the future of experience management is bright, fueled by innovation and collaboration. And at Pisano, we're committed to being a part of that journey.

Here's how we're adapting and keep pushing the boundaries: 

Customer-Centricity at Our Core

We prioritize close relationships with our customers, actively listening to their feedback and incorporating it directly into our product development. Our regular product office hours are open forums for communication, ensuring your voice shapes our decisions.

Continuous Innovation is in Our DNA

We're constantly exploring new technologies and trends, investing heavily in R&D to enhance our platform's capabilities.

We Have a Holistic Mindset

At Pisano, we're all about the big picture. That's why we offer a comprehensive suite of EX and CX platforms that work seamlessly together. This unified approach ensures a consistently positive experience at every touchpoint, building deeper relationships. 

We Have a Flexible Team Structure

We believe in empowering our team to be adaptable and responsive to the ever-evolving needs of our customers and the industry. Our flexible structure allows us to assemble cross-functional teams with the right expertise for each project, fostering innovation and agility.

Final Words 

As I look ahead, I'm filled with a profound sense of satisfaction for what we've accomplished at Pisano, but that satisfaction is quickly eclipsed by the burning desire to push even further.

We've set the bar high, yes, but that's just the beginning. We're obsessed with raising the bar for the entire industry, for redefining what it means to deliver exceptional experiences.

This wouldn't have been possible without the dedication and passion of our incredible team. You are the backbone of Pisano, and your contributions are nothing short of remarkable. To each and every one of you, my deepest gratitude.

A heartfelt thank you also goes to our valued customers and partners. Your trust and collaboration fuel our innovation and inspire us to push the boundaries of what's possible.

Let's keep building, growing, and creating experiences that leave a lasting mark on the world.

Onward, together...

Ozkan Demir

CEO of Pisano