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Keynote Speech

Why Fortune Cookie Wisdom frustrates me and what you can do about it

by OmniTouch International OmniTouch International No Comments

Fortune Cookie Wisdom dilutes the impact you want to make when you present to an audience. Here’s what to do it about it.

When I was a kid we loved fortune cookies

When I was a kid growing up in Southern California, my parents would take us out to try all sorts of cuisine.

Perhaps a foreshadowing of my future life in Asia, I always enjoyed going out for Asian food.  And at the end of the meal, in many Chinese restaurants, we’d get tea and fortune cookies.

And we all loved the fortune cookies.  Less to eat I’d say, and more because of the fun in cracking the cookie open and reading what the future held.

If I got a particularly good fortune, I might fold it up and stick it in my wallet.

Like a little good luck charm.


But the fortune inside a Fortune Cookie isn’t all that useful

The fortunes that come inside the cookies are packed with buzzwords.

Fate, riches, longevity, health, love, career.  Maybe a word or two on lucky numbers or colours.

But what those fortunes aren’t is useful.

I mean how much practical advice can a fortune cookie hold?

Not much.


Fortune Cookie Wisdom

Years ago I was moderating a panel session at a big CX Event in Asia.

Hundreds of people were out in the audience. Eager to learn, to be entertained or, ideally, both.

One of the Panellists in our session grabbed his mic tightly and began to spout every single buzzword going at the time.

His share is still a blur in my mind.

But if I had to mimic what he said to the audience it sounded like this:

“We need to connect to our purpose and remember that CX = EX.  Only then can our vision accelerate and digitalization will reinvent our core culture. Unleashed, ROI will rise up and create tangible benefits for all Stakeholders with less friction and more delight.”

And on and on.

I wasn’t sure if he was running for office.  Or if his big bosses were seated somewhere out in the audience and it was important to make his company look good.

But I was sure that no one in that audience was learning anything from what was being said.

The share was so generic and so 5,000 feet in the air that it lacked any practicality or useful lessons.

And right there, on that stage, a new term struck me.

Fortune Cookie Wisdom!

Information. Not insight.


Your talk is supposed to be about your audience

I am convinced that the folks who take the time and effort to attend conferences, webinars and events crave practicality.  And I’m convinced that they crave honesty & vulnerability too.

If they could have easily googled what you told them then they’re probably not getting what they hoped for or needed.

My favourite Presenters, on any topic, share their experience on what worked and what didn’t work.

What they got right and what they got wrong.

What they did and what they would do differently if given the chance.

Presenters like these don’t just demonstrate depth.  They serve our human need to hear stories and learn from them.


There’s lots of Fortune Cookie Wisdom out there

As a Trainer, Speaker and Emcee, I spend a lot of time at events.  And there’s still a lot of Fortune Cookie Wisdom out there.

Lots of buzzwords, statistics that anyone can google (1 in 5 people will neve come back!) and case studies about places like Amazon, Southwest Airlines and the Ritz Carlton though the Presenter hasn’t personally worked with or for any of those brands.

Information not insight.

Insight drawn from personal stories, lessons learned, mistakes made, successes achieved, what to do (or what not to do) and why.

All the things I think an audience member deserves.

It doesn’t matter if you’re speaking for the the local Lions Club or you’re on a massive stage in a big city beamed to thousands.

When you’re invited to present to an audience you’ve been asked to take a position of authority.

And with that authority I think we have a responsibility to do better than Fortune Cookie Wisdom.


We can always bring it down to Earth

I love the line, ‘be distinct or go home’.  I bet you want to make an impact.

I know I do.

So bring that topic from 5,000 feet in the air down to earth, make it personal, make it practical and help people benefit from what you what you’ve been through.

No one has your narrative but you.

I am sure they will appreciate it.

Thank you for reading!

I appreciate the time you took to read this today!

If you’d like to see more of our articles just share your email address with us in the contact form on our website or send me an email!

Daniel Ord

[email protected]


I’ll be presenting my Keynote speech at the Customer & User Experience Expo in London

by OmniTouch International OmniTouch International No Comments

I’ll be presenting my Keynote speech – What kind of experience does your Contact Centre deliver? – at the Customer & User Experience Expo in London next week.

More than 5,000 Customer engagement professionals are expected to descend on ExCel London (the ExCel Exhibition Centre) for the Expo, Europe’s largest Customer experience event of the year.

I look forward to meeting & engaging with those making the trek to London!

I’ve put the details for the Exhibition at the end of this short post.

So what will I talk about?

Over the years I’ve managed many Contact Centre based Mystery Shopper programs.  And my responsibility in these programs was to advise management how to improve the quality of the experience they delivered to their Customers.

In this Keynote speech I’m going to share stories from my work with Universal Studios, the Singapore Government and an award winning hotel to help Contact Centre folks

  • Proactively define the type of service ‘we deliver around here’
  • Understand and use the 3 key inputs to select Performance standards for quality conversation
  • Consider a measurement approach that addresses the needs of Customers today

I’ll also share some rather hilarious (and real life) examples of quality standards gone wrong.  Because sometimes it’s not just what to do – it’s what not to do.

I’ll close the session with a list of tips to help your Centre deliver a better Customer experience.

I guarantee a few laughs – and real life stories & examples are always the best.  You’ll love the story about Kung Fu Panda and also the 12 Teeth.


Exhibition details

  • Wednesday, 27 March, and Thursday, 28 March, 10:00 a.m.– 5:00 p.m.
  • ExCel Exhibition Centre, Sandstone Lane, London
  • http://www.cu-experienceshow.co.uk/
  • I speak on the 28th at 11:00AM and again at 2:45PM at the designate Keynote Theatre

See you in London next week!