Execs In The Know

APRIL 26, 2023

Investing in organizational change can be one of the most rewarding investments any leader or executive can make – but it also presents unique risks and challenges. Successful business leaders understand that the world is always changing, and to stay ahead, they need to be able to adapt and evolve.

CX 98

CX Innovation Artificial Intelligence Gaming 98

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Back to CX Accelerator Blog Home

CX 182

CX Innovation Contact Center Education 182

Inside Customer Service

MARCH 11, 2021

The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. Most agents were satisfied with their job and hoped to still be working for the same company in two years. One result that really stood out was company pride. The survey was conducted in 2020.

Contact Center 257

Contact Center Customer Feedback Gaming Customer Service 257

Futurelab

MARCH 20, 2022

Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. These changes drove GetFeedback , the agile customer experience (CX) management solution by Momentive, to conduct research among 2,200 CX professionals worldwide. How exactly has the industry evolved?

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. Two roles at similar levels in similar looking companies can actually differ widely in practice.

Engineering 118

Engineering Start-ups Technology Technology 118

Intercom, Inc.

SEPTEMBER 6, 2022

Large changes are hard to understand, and harder to debug. At Intercom, we deliver complex changes in a series of small, controlled, easy-to-understand steps. Small changes are easier to build and faster to review, enabling us to deliver value to customers more quickly. No one gets it right all the time.

Engineering 138

Engineering Start-ups Gaming Sales 138

Intercom, Inc.

MAY 27, 2019

In fact, right now you are reading this blog post in English. Life changes, and that change is big enough to scare some people out of the very idea of relocation. Tech companies are filled with people from a variety of countries who speak with each other in their second language and face very much the same difficulties as you.

Start-ups 197

Start-ups 197

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score CX NPS Start-ups 171

Beyond Philosophy

JUNE 13, 2019

While we do see companies doing an excellent job of connecting the two, we also see many that have a long way to go. Other times it has to do with what the company incentivizes. Let’s assume they want customers to feel they can trust the company, as well as feel cared for and pleased with their experience.

Customer Experience 165

Customer Experience Start-ups Government CX 165

Steven Van Belleghem

JUNE 6, 2023

Lead Companies with a successful customer centric culture – from Apple and Amazon to Starbucks and Glossier – stand out with these 2 things: they have a strong customer vision and leaders who show with their decisions and actions that they will always and forever put the customer first. ” Be a “learn-it-all ”.

Construction 62

Construction Engineering Retail CX 62

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

CX Accelerator

SEPTEMBER 24, 2019

But make sure that your approach demonstrates not a desire to change and control, but a wish to invite others in to share your passion and vision. And the more you can align your own story of what you’re aiming towards with wider company vision and strategy, the better. The same can be said for company strategy.

CX 208

CX Education Social Media Government 208

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Customer Service 139

Customer Service Sales Start-ups Voice of the Customer 139

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Contact Center Social Media CX 136

VOZIQ

AUGUST 2, 2023

With AI becoming the topic of conversation and the rapid changes in the economy affecting businesses, leaders are looking at AI to be their ally in driving growth. What Smart Companies Know About Integrating AI(HBR) This blog shows the strategic integration of Artificial Intelligence (AI) in businesses.

Artificial Intelligence 52

Artificial Intelligence AI Government Customer Retention 52

Customer Service Life

APRIL 12, 2023

When asked about my travel experiences I had the opportunity to talk about trips I’ve taken to Australia, Nigeria, and Bangladesh and how I lived with local families, ate their food, and got to know the local culture and customs. What if they hold my words against me and sue our company for all we’re worth?

Customer Service 78

Customer Service Contact Center Voice of the Customer CX 78

CX Accelerator

SEPTEMBER 24, 2019

But make sure that your approach demonstrates not a desire to change and control, but a wish to invite others in to share your passion and vision. And the more you can align your own story of what you’re aiming towards with wider company vision and strategy, the better. The same can be said for company strategy.

CX 182

CX Education Social Media Government 182

Win the Customer

SEPTEMBER 12, 2023

Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Amazon, a company known for its customer-centric approach, has excelled in this area.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. Will Larson: When I graduated from college I was actually teaching English in Japan for a year, and that’s when I started doing a lot of tech blogging. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

Intercom, Inc.

DECEMBER 21, 2020

It was a year of significant change here too – Karen Peacock became our CEO as co-founder Eoghan McCabe moved into a new role as Chairman. A must-read for marketers dealing with change or crisis. Enter the pandemic – the dramatic changes across multiple industries precipitated even more pressure on time-strapped support teams.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years. Fixing a Broken Culture.

Net Promoter Score 0

Net Promoter Score NPS Sales Retail 0

Lumoa

JANUARY 9, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Read the full answers: Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

Execs In The Know

NOVEMBER 1, 2021

To help highlight some of the amazing ideas that came out of these sessions, we’ve created a five-part blog series — each focusing on a particular keynote session. It can be a change of pace for some organizations (and change can be hard), but empowering agents to provide honest and constructive feedback on coaches, process, activities, etc.,

Construction 98

Construction Innovation Customer Service Customer Experience 98

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. After all, Suttle says, your culture is not just words on a page.

Customer Service 114

Customer Service Start-ups Customer Loyalty Customer Experience 114

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. With three decades of experience under her belt, she has learned a thing or two about helping companies build customer-centric businesses.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

SurveySensum

NOVEMBER 28, 2023

If you did, then this blog is for you and everyone who struggled with What to do with this feedback? Step 6: Start with small, manageable changes that can be implemented quickly. Step 7: Inform customers about the changes you’re making based on their feedback. How to analyze it? How to make it actionable?

NPS 52

NPS Touchpoint Customer Feedback Start-ups 52

Shep Hyken

JUNE 28, 2021

America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Consider listing the companies/brands that closely resemble your organization. 25 Customer Experience Blogs to Add to Your Weekly Reading List by Jessica Wise.

Customer Service 129

Customer Service Government CX Start-ups 129

Intercom, Inc.

MARCH 9, 2022

Driving great customer outcomes while ignoring business outcomes doesn’t make a successful company”. But in the end, driving great customer outcomes while ignoring business outcomes doesn’t make a successful company. That said, sometimes we need to reprioritize the roadmap to make room for bigger changes.

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ClientSuccess

FEBRUARY 22, 2023

For example, when a customer service professional comes across a recurring issue, they should collaborate with the product team to fix the problem and then inform the customer success team of the changes made. Similarly, when a customer success manager proactively assists a customer daily, they become the customer’s advocate for change.

Customer Satisfaction 70

Customer Satisfaction Education Customer Retention Customer Relationship 70

Intercom, Inc.

OCTOBER 17, 2018

When you think of Intercom, you probably think of software, our Messenger, perhaps this blog. To celebrate each year that someone is with the company, we create a portrait to mark the occasion. Intercomics are a very special part of our culture, acting as a highly visible way that we recognize and celebrate each other.

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Execs In The Know

MAY 22, 2023

In this blog post, we’ll be exploring the benefits and challenges associated with focusing on agent-focused employee experiences, specifically how integrating this kind of approach can improve customer interactions. Enter the agent-focused employee experience. At the heart of every successful business lies a crucial element: its people.

CX 64

CX Technology Technology Construction 64

ClientSuccess

JANUARY 3, 2023

We’ve compiled a checklist of key questions to ask your customer that will provide valuable insights into their expectations, loyalty and satisfaction with your company: 1. By asking this question, you can identify customer preferences and gain valuable insight into what sets your company, product or service apart from other solutions.

Net Promoter Score 81

Net Promoter Score NPS Customer Loyalty Innovation 81

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers.

CX 129

CX Customer Experience Education Machine Learning 129

Execs In The Know

JUNE 14, 2023

In today’s digital world, building a culture of security within your organization is crucial. This blog post will explore some best practices for maintaining security for remote employees, with a focus on data security and workplace privacy. What Is a Culture of Security?

ML 52

ML Artificial Intelligence Education AI 52

Beyond Philosophy

MARCH 27, 2017

Uber’s woes continue to escalate, and the ridesharing company is scrambling to get back on track. A few days ago, company president Jeff Jones decided to quit after just six months on the job. And then, earlier this month, a video online showed company founder Travis Kalanik arguing with an Uber driver.

Engineering 135

Engineering Retail Customer Experience 135

Uniphore

DECEMBER 6, 2021

They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences. This really goes back to this idea of the ivory tower: the more senior you are, the more disconnected you can get from your company.”

Contact Center 130

Contact Center Technology Technology AI 130

Execs In The Know

MAY 18, 2021

In this blog post, we touch on the key insights from each of these four panels. No doubt, industry research can be a key piece of the puzzle when building the case for a new initiative, a critical process change, or the development of a strategic roadmap. Stella Connect by Medallia , TELUS International , and Concentrix.

Voice of the Employee 92

Voice of the Employee Voice of the Customer Sports CX 92