Beyond Philosophy

APRIL 23, 2022

This week we consult Peter about his business-to-business (B2B) customers that push back on price. Peter’s company is not the cheapest, nor do they have plans to be, so he wants to know what he should do about this customer behavior. Do you have a business pickle? Please tell us how we are doing!

Manufacturing 15

Manufacturing Management Consulting B2B Customer Survey 15

Futurelab

APRIL 26, 2024

Ever tried to convince engineers they are doing something wrong? When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. What do these consultants know about engineering anyway?

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

CX Accelerator

NOVEMBER 7, 2023

Read each of these as a completion of this sentence: A company might not be customer-centric if they… Here’s what my friends came up with: , Luke Soon , focusing on the big picture says: 4) think short-term versus long-term. 6) do not invest in the human experience. , 6) do not invest in the human experience. ,

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Futurelab

MARCH 22, 2024

When we started to work on a Voice of the Customer (VoC) programme for a large building materials producer, we arranged a kick-off workshop to develop the roll-out plan with a local team. Their sales manager confidently claimed: “We know what our customers want. Do you ask your customers the right questions?

VOC 157

VOC Voice of the Customer Sales 157

Futurelab

MARCH 1, 2024

The first time I realized was in the early 2000s, when we designed customer experience strategy for a Japanese luxury car brand. When we ran workshops with the dealers to gather their input and discuss our ideas, their initial reaction was quite negative. “We We have been selling cars here for a hundred years. One, you say?

Start-ups 157

Start-ups Sales Customer Experience 157

Futurelab

MARCH 8, 2024

#NoBullshitCX #20yearsFuturelab “Numbers don’t take decisions, leaders do.” Whenever we discuss their Voice of the Customer (VoC)results, they want to look at all possible cross-sections: by segment, by brand, by day of the week that their customers birthday falls on, you name it.

VOC 157

VOC Voice of the Customer CX 157

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” or “what would Walter White look like if he were in Animal Crossing?”.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Futurelab

DECEMBER 27, 2023

He asked me where I was from and what I did. When I explained what I do as a “CX consultant” – helping companies understand and better serve their customers – he said, “Oh, the exact same thing I do!” Personas are not the answer for everything We all know personas.

Touchpoint 157

Touchpoint Construction Contact Center CRM 157

Futurelab

MARCH 15, 2024

We needed to upend the process and see what was beyond the standard operations. Once we started looking up- and downstream, it turned out that their market had much more potential. We developed a new insights generation and ideation process for them.

Innovation 157

Innovation Start-ups 157

Inside Customer Service

DECEMBER 7, 2023

The manager delegates customer service training to you and expects you to do all the work. What if managers won't attend the planning meeting? I simply won’t take a job where the manager refuses to do their part because I know the training is likely to fail. Compare their results to the managers who do attend the meeting.

Customer Service 227

Customer Service Start-ups 227

Futurelab

FEBRUARY 23, 2024

They were especially pleased with the page where we had grouped the results based on the contribution of the customers. This is of course what we hoped to see: our biggest clients were the happiest ones. But wait a second–what were these numbers really telling us? Shall we check if your VoC programme is capable?

VOC 144

VOC B2C Manufacturing B2B 144

Beyond Philosophy

APRIL 25, 2024

Listen to the podcast: Once upon a time… These four words are the unmistakable beginning of a story, and if there is one thing we humans love, it’s stories. We love them in our news, in our dinner conversations, and even in our commercials. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox.

Engineering 78

Engineering Education Start-ups Customer Experience 78

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. This is an exciting time. “We

AI 246

AI Start-ups Technology Technology 246

Beyond Philosophy

DECEMBER 2, 2023

So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. How can we help?

AI 143

AI Customer Experience Management Consulting Education 143

Intercom, Inc.

AUGUST 18, 2022

In this episode, we sat down with Sarah to talk about the many nuances, proficiencies, and expectations of a staff plus engineer role. Before accepting a new job, ask what is expected of you to avoid misunderstandings down the line. What follows is a lightly edited transcript of the episode. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

JULY 13, 2021

But if you don’t have a map for your career, then how do you know where you’re going? We believe everyone performs their best when they know what’s expected of them. No one should ever have to read your mind or guess what they need to do to advance. We held people accountable for outcomes they don’t control.

Scorecard 271

Scorecard Start-ups Engineering 271

Intercom, Inc.

JUNE 30, 2022

We recently launched Intercom Surveys , a new feature that empowers you to connect with customers wherever they are, capture valuable customer insights, and use collected data to drive more engaging, personalized customer experiences. What follows is a lightly edited transcript of the episode. The makings of a form specialist.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. If you’re a senior engineer and want to further your career, what skills should you develop? How do people move into staff engineering roles? What’s the right way to do this in your company?

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. But how should you do it, and why is it important? Let’s hear what Boehme has to say. What is their motivation?

Sales 78

Sales Customer Experience 78

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. We discussed the findings of the interface of technology and human beings with Professor Shiri Melumad on a recent podcast.

Transportation 348

Transportation Technology Technology Social Media 348

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there?

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Intercom, Inc.

SEPTEMBER 30, 2021

In this episode, we sat down with Rebecca to talk about her mission to make mental health care scalable and accessible for all, and how the pandemic and technology are radically changing the way we think about mental health care. We designed Little Otter to be a kind of family-first, in-your-home model. Liam: For sure.

Healthcare 223

Healthcare Start-ups Artificial Intelligence AI 223

Beyond Philosophy

APRIL 18, 2024

Listen to the podcast: Personalization is a key element in doing business today. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Beyond Philosophy

MARCH 7, 2024

So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line. What brought this up was a podcast listener who had a pickle they wrote us about. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives. Value is fundamental here.

Construction 78

Construction Finance Customer Experience Management Retail 78

ECXO

APRIL 24, 2024

To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

CX 105

CX B2B Compliance Sales 105

Intercom, Inc.

NOVEMBER 4, 2021

You wouldn’t expect to find a Brand Studio at every tech startup, but then again, we’ve always enjoyed doing things a little bit differently. In this episode of Inside Intercom, we chat with some of the team behind the brand: Scott Smith , Creative Director. What follows is a lightly edited transcript of the episode.

Start-ups 222

Start-ups B2B Customer Service 222

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. In today’s episode, we sat down with Sanj to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

Sales 210

Sales Start-ups Engineering Net Promoter Score 210

Intercom, Inc.

SEPTEMBER 15, 2021

As the book took off, more and more people approached him to help them define their own categories, and now, with his partners at Category Design Advisors , he’s doing just that. In this episode, we sit down with Kevin to talk about the inner workings of category design: what it actually means and how companies can leverage it to grow.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom, Inc.

MAY 16, 2022

When we want to discuss problems, imagine new ideas, and brainstorm solutions, it’s best to bring people together – whether in person or virtually. What are product design workshops? At Intercom for example, we like to run workshops to kick off big projects with the broader team. What is the goal of the workshop?

Start-ups 245

Start-ups Gaming Technology Technology 245

Beyond Philosophy

OCTOBER 12, 2023

If you have too much to do because you’ve agreed to do too many things, then you could suffer from a cognitive bias identified and explained by Daniel Kahneman and Amos Tversky called the Planning Fallacy. Today, we look at why this happens and what you can do about it in the future. They need three months.

Healthcare 88

Healthcare Engineering Start-ups Sales 88

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too. If it were me, I wouldn’t do it.

Sports 151

Sports Start-ups Retail Education 151

Beyond Philosophy

FEBRUARY 1, 2024

Worse, they often don’t know what to ask to find out what they want to know. Today, we look at what is essential to do with your research, and how to do it, and in this article created in partnership with YouGov , the importance of getting results as fast as possible. The results were funny.

Customer Loyalty 78

Customer Loyalty Start-ups 78

Beyond Philosophy

FEBRUARY 22, 2024

However, we did just that on a recent podcast. As an important subject that we all need to revisit from time to time, Professor Ryan Hamilton, my co-host on the podcast shared the five rules of professional ethics that we discussed here. Knowing what you stand for and where your boundaries are is essential.

Start-ups 78

Start-ups Education Sales Customer Experience 78

Beyond Philosophy

FEBRUARY 16, 2024

That said, we never falter in the face of a challenge. We developed five principles of professional ethics we believe are vital to revisit periodically. Do they offer absolute answers? Ethics evolve over time, and what’s acceptable today might not be so in the future. Are they rigid guidelines?

Construction 88

Construction CX 88