Totango

JANUARY 22, 2024

We polled our Customer Advisory Board (CAB) at the end of last year to gauge which way they saw the pendulum shifting for CS in 2024. Additionally, our CAB members are buzzing about AI. 2024 will be a pivotal year for business leaders to lean into CS as a core C-suite partner for defining strategy and the path to growth.

AI 94

AI Engineering Business Growth Customer Acquisition 94

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. We have truly global ambitions to bring our mission of making internet business personal to the biggest enterprise customers across the world. We’re growing alongside our customers. Our tooling allows for high availability.

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

APRIL 8, 2021

When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking. Joel and his partner saw that there was an opportunity, and they quickly jumped on it. If you enjoy our discussion, check out more episodes of our podcast.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Zendesk

MARCH 13, 2024

Together, Zendesk and Ultimate will offer companies the flexibility and control to resolve issues their way–be it fully autonomous AI agents, workflow automation, or human touch. With Ultimate, we will help our customers set a new standard, with AI agents giving customers the support they need quickly and effortlessly.

AI 138

AI CX Business Growth Innovation 138

Intercom, Inc.

JANUARY 31, 2022

We are delighted to share that we are officially launching our new program for fast-growing, venture-backed startups. We’re working with venture capital, accelerator, incubator, and technology partners to help founders bring the best communication experience to their customers.

Start-ups 118

Start-ups Innovation Technology Technology 118

Intercom

FEBRUARY 6, 2024

You satisfy your customers, but can you satisfy our curiosity? Please tell us a little bit about your company and what you do there. Anyone who deals with a lot of certificates of insurance would greatly benefit from our software. After a sales rep closes a deal, they hand off the company to me. Ryan Reynolds.

Construction 97

Construction Compliance Start-ups Customer Service 97

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Business Growth Innovation AI 106

Intercom, Inc.

OCTOBER 18, 2021

Popular metrics like churn rate and conversion rate inform product strategy and help various company stakeholders to understand a product’s value. or “How simple is our product to use?” We started by reading about what other companies had done. Not all products are the same. Average number of times a user performed a key action.

E-commerce 269

E-commerce Start-ups Finance Customer Acquisition 269

Uniphore

JANUARY 4, 2022

Our Mission. Gain premier access to our execs as they present the latest product innovations transforming industry leaders across the world. Before joining Uniphore, Annie was part of the leadership team at NIO, a next generation car company, leading US marketing and communications from startup through a successful IPO.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Intercom, Inc.

JANUARY 14, 2020

With only our Support team available as product experts, our sales reps relied heavily on them, and whatever product knowledge the reps already had, to troubleshoot customers’ problems. What we and our customers needed was a dedicated team – one that could jump on calls, assist with implementation, and spend time on complex problems.

Sales 244

Sales Start-ups Engineering Customer Expectations 244

Zendesk

JANUARY 18, 2024

The Zendesk Agents of Change program partners with nonprofit organizations that offer workforce development training and upskilling services to historically marginalized or underrepresented adult communities. Offering upskilling opportunities to this pool of potential workers is an opportunity for tech companies, including Zendesk.

CX 78

CX Omnichannel Technology Technology 78

Intercom, Inc.

JUNE 9, 2020

Authors Kevin Sneader and Shubham Singhal suggested that companies plan their next actions across the “five horizons” of resolve, resilience, return, reimagination, and reform, as seen here: The first priority for leaders during a crisis is to address immediate needs of their employees and customers.

B2B 197

B2B E-commerce Legal Customer Retention 197

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. Our leading customer communication platform is used by the most innovative companies worldwide, such as Unity, Spendesk, (add approved customer logos in here).

Innovation 198

Innovation Customer Relationship 198

Logicalware

MARCH 20, 2024

Many companies have realised the benefits of allowing their employees to work from anywhere, anytime, and with any device. That’s why we are thrilled to share that we’ve been recognised at the Flexa 100 Awards Ceremony , securing the 25 th spot overall among all the companies that Flexa partners with. So, why does it matter?

52

52

Zendesk

JANUARY 30, 2024

Every business needs software solutions to thrive, and building the right tech stack means companies can put customer experience front and center. In the context of Zendesk, “tech stack” refers to a combination of tools and technologies that work together with our products—all geared toward improving a business’s customer experience (CX).

Contact Center 52

Contact Center Technology Technology CX 52

Intercom, Inc.

JUNE 19, 2019

And as the Group Product Marketing Manager for Platform here at Intercom, I’ve loved seeing all the creative apps our partners have built. And in case you had any doubt about their phenomenal growth, the company is going public this week. If you enjoy our conversation, check out more episodes of our podcast.

Start-ups 217

Start-ups Engineering CRM Sales 217

Intercom, Inc.

MARCH 23, 2022

We’ve just wrapped up an incredible day of New at Intercom , our first global virtual launch event, where we discussed our vision for the future of customer engagement and unveiled some incredible new products. Karen Peacock, our CEO, officially introduced Intercom as the Engagement OS. Learn more about the Engagement OS.

Sports 220

Sports Business Growth Omnichannel Gaming 220

Beyond Philosophy

JULY 13, 2021

When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility. However, the trampoline company did not take responsibility when things went wrong.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Beyond Philosophy

MARCH 29, 2024

However, his ghosting experience didn’t come from a romantic partner but a professional one. Job candidates get ghosted by companies during interviews, and vice versa. Despite these changes, we should keep our communication personalized and well-researched. Colin has been ghosted. Take LinkedIn, for instance.

Technology 88

Technology Technology CX 88

Experience Investigators

MARCH 5, 2024

Every person at your company plays a role in shaping the customer experience, regardless of whether “customer experience” is in their job description. And you can partner with HR to reinforce CX at every step of the employee journey. You can use our free employee journey mapping template for a step-by-step walkthrough.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Customer Think

JANUARY 16, 2024

Like many B2B marketing agencies, even though we’re a professional services business and don’t sell or re-sell technology, our firm gets marketed to regularly by companies looking to recruit us as a channel partner.

B2B 69

B2B Technology Technology 69

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. I partnered with Balto , a contact agent support software provider, to test this metric by analyzing aggregated data from over 29,000 de-identified customer service phone calls made to a home improvement company. After the call, they get an email asking them to complete a survey.

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

Logicalware

DECEMBER 18, 2023

Our team of dedicated Puzzelers, from developers to controllers, were at the forefront of the ever-evolving landscape of AI technologies and solutions, delivering stellar products, staying innovative and embracing change. Check out our newest products and features here. NPS is a measure of customer loyalty and ranges from -100 to 100.

Net Promoter Score 52

Net Promoter Score AI Artificial Intelligence NPS 52

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore.

Manufacturing 211

Manufacturing AI Engineering Technology 211

Intercom, Inc.

AUGUST 18, 2021

Here, I’ll share why we decided to revamp our NPS strategy, what survey mechanics proved most effective, and how we’re delivering value by providing actionable customer insights across our company. When it comes to survey timing, again companies are faced with a myriad of options. What is Net Promoter Score?

NPS 232

NPS Net Promoter Score Customer Loyalty Start-ups 232

Intercom, Inc.

SEPTEMBER 1, 2021

That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. product marketing team.

Start-ups 138

Start-ups Sales Gaming 138

Totango

NOVEMBER 10, 2023

Here are the hottest takeaways from the discussion—and, in our opinion, probably worth considering as we work towards the next generation of customer success. Broker strong C-suite partners (especially with the CFO) Here’s the reality: growth is hard; acquisition is expensive; retention is a cross-functional effort.

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

Totango

NOVEMBER 8, 2023

We have been able to automate monthly usage summaries for clients and improve our health scoring. We partner with a variety of vendors across categories to provide our customers with a broad ecosystem of solutions based on demand. Check out our full list of technology partners or request a new integration.

Finance 91

Finance Customer Retention Sales Technology 91

Intercom, Inc.

JUNE 22, 2020

At InterProud, our employee group for our LGBTI+ employees and allies, we were hoping to build on the success of last year’s celebrations and events , where we partnered with BeLonG To Youth Services , a charity that does incredible work to support LGBTI+ youth in Ireland.

Education 223

Education 223

Intercom, Inc.

SEPTEMBER 2, 2021

At a product-first company like Intercom, our product marketing team has always had a crucial role – and over the years, we have often discussed how we approach product marketing. Of course, not all companies go about product marketing in the same way. If you enjoy our discussion, check out more episodes of our podcast.

Start-ups 211

Start-ups Sales Engineering 211

TeamSupport

MARCH 11, 2024

AI is here to make our jobs easier and our workdays more efficient. Proactive support, where companies anticipate and address issues before they happen, is set to become more common. Ticketing System: Our ticketing system ensures that no customer query goes unanswered.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

AI is here to make our jobs easier and our workdays more efficient. Proactive support, where companies anticipate and address issues before they happen, is set to become more common. Ticketing System: Our ticketing system ensures that no customer query goes unanswered.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

Intercom, Inc.

JUNE 15, 2022

Software engineering will play a crucial role in the future of business, society, and even our planet. We foster belonging at Intercom by celebrating our differences, and we are committed to building diverse teams. Diverse teams are repeatedly proven to be more innovative, productive, and happier.”. Investing in education.

Engineering 104

Engineering Education Innovation Technology 104

Zendesk

OCTOBER 19, 2021

Companies of all sizes want to increase revenue. Most companies choose the second option to save time, cut costs, and expand their market. Most companies choose the second option to save time, cut costs, and expand their market. Independent retailers: An independent business not tied to a parent company. Example: CVS.

Sales 98

Sales Outlook Real Estate Retail 98

Execs In The Know

MARCH 16, 2023

As part of the company that pioneered TV streaming, Mark’s customer care organization understands innovation and the importance of “outside-in” thinking to simplify the experience and deliver value to its viewers. In fact, Roku was recently recognized as one of Fast Company’s top 10 most innovative companies in North America.

Contact Center 97

Contact Center Innovation AI Technology 97

Comm100

NOVEMBER 15, 2022

Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Telephone support simply can’t meet these expectations.

Omnichannel 80

Omnichannel Social Media Customer Retention Customer Service 80