SurveySensum

JANUARY 5, 2024

A fitness app team was analyzing its user interactions. Well, this blog talks about the five efficient strategies that transform your knowledge base into a powerful tool for understanding your customers better. This leads to reduced support inquiries and increased customer satisfaction. Let’s dive in!

VOC 52

VOC E-commerce Text Analytics Customer Satisfaction 52

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. Within four years there, we grew from 10 to 100 people and I progressed from being an intern to leading the Engineering team.

Engineering 118

Engineering Start-ups Technology Technology 118

Intercom, Inc.

MAY 27, 2019

In fact, right now you are reading this blog post in English. In truth, I’ve been scared a lot, affected by misconceptions about working abroad: “my level of language doesn’t feel high enough,” “the culture abroad may be too different,” “the roots are too strong.” Moreover, I’ve heard a vast variety of accents around.

Start-ups 197

Start-ups 197

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. The future of customer experience is decided. Probably not. How to overcome those challenges? Read the full answers here below.

CX 129

CX Customer Experience Education Machine Learning 129

Intercom, Inc.

JANUARY 14, 2021

And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products. Support tickets, chat threads, and conversations have plenty of information waiting to be distilled. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Callminer

APRIL 21, 2020

Call center leadership activities are valuable strategies for maintaining a positive attitude among call center agents and making agents feel supported in the workplace. Build a diverse team. If you are looking for team members who are all the same, then the company won’t grow. Hassan Alnassir. Embrace failure.

Gaming 182

Gaming Non-Profits Contact Center Sales 182

ClientSuccess

DECEMBER 12, 2022

Read further on why this structure can be beneficial when building out your ClientSuccess team! Without such motivation, a base only compensation plan can cause apathy within the team; lacking rewards or consequences, CSMs will likely not strive to push past status quo. Base + Bonus. Shortcomings of Base + Bonus Model.

Sales 87

Sales NPS Business Growth Customer Satisfaction 87

Totango

AUGUST 21, 2020

Shelby Czarnota: Through Totango, we are putting the customer at the center, enabling Aaccount collaboration and transparency supporting our Customer First mindset. This is part of the transformation in bringing these cloud entities together under one harmonized process and enabling the OneSAP mindset.

Innovation 116

Innovation NPS Touchpoint Start-ups 116

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? – Jeremy Uteza. One of the changes is to get a buy-in from stakeholders and supporting units. How did you manage to achieve getting everybody support?

Finance 84

Finance B2B Education Sales 84

Execs In The Know

OCTOBER 20, 2022

Your guide to securing the right-fit contact center provider when it comes to culture and employee experience. Workplaces with great culture foster better collaboration, innovation, and customer satisfaction—and, in large part, that’s because they’re able to attract and retain the best talent. .

Contact Center 52

Contact Center CX Start-ups Finance 52

Intercom, Inc.

APRIL 19, 2018

It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. The concept was the foundation for his popular talk and ultimately his classic, long-form blog post. Enter our philosophy of Run Less Software.

Engineering 192

Engineering Technology Technology Start-ups 192

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. Partnering with the Infrastructure, Data and Developer Productivity teams, his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. One of the blog posts was about this Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

ProProfs

MAY 8, 2020

Managing this growing breed of virtual teams training-wise can be challenging but not impossible. Effective employee management is a distinct trade for HR departments for a long time, and looking after the learning & development (L&D) needs of employees is a key part of it. 3 Main Areas of Virtual Teams Training.

Social Media 85

Social Media Government Start-ups Technology 85

Uplifting Service

FEBRUARY 26, 2020

For some, these words represent a true transformation of organization and culture. To build a “customer-obsessed” culture we need people to think and act differently. Customer centricity demands people who can think creatively, imagine broadly, and collaborate easily, outside traditionally defined jobs and expectations.

Innovation 98

Innovation Engineering Education Customer Service 98

Lumoa

JANUARY 9, 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. That’s what we asked each of them: How do you see the future of customer experience??

CX 141

CX Customer Experience Artificial Intelligence Omnichannel 141

ProProfs

SEPTEMBER 15, 2022

Whether working in an office or remotely, conflict is a natural and inevitable part of one’s professional life. Such conflict can be with team members, higher-ups, or even customers. . better equip leaders to communicate with and manage their team members effectively. improve the personal, team, and organizational dynamics .

Start-ups 52

Start-ups Innovation Social Media Customer Service 52

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Start-ups 53

Start-ups Customer Experience 53

ProProfs

MAY 29, 2020

The challenges of working in a team are always there, no matter where it is located. Apart from its significant advantages, virtual teams have their share of challenges. In this blog post, we’ll be looking at ten such real challenges of virtual teams and see how to tackle them in the best way with the right strategies and tools.

Start-ups 59

Start-ups Government Gaming Education 59

PeopleMetrics

FEBRUARY 25, 2022

This continuous process, supported by a robust CX strategy and the right tools, allows you to continuously monitor the impacts of your improvements and make targeted changes over time. Think of CS as a part of a complete CX journey. Customer experience (CX) has become an essential cornerstone of modern business strategy.

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

ProProfs

MAY 4, 2023

In this blog post, we’ll learn about using quizzes to engage employees and boost productivity. Employee engagement is a measurement of how emotionally invested employees are in their job responsibilities and how committed and dedicated they are toward their team and organization. Did you know that almost two-thirds of U.S.

Net Promoter Score 52

Net Promoter Score Start-ups Sports Innovation 52

Lumoa

OCTOBER 31, 2018

Some hints: big data, omnichannel, personalisation, AI and organizational culture. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution. Many companies experience numerous challenges in the ares of customer experience transformation. How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

CX Journey

JUNE 25, 2019

This is the second in two-part series from Paul about agile working. In my first post on how to achieve agile working in practice, I focused on four principles that were needed - principles of attitude and culture in order to have the right mindset and approach to working this way. Find the first post in the series here.

Start-ups 32

Start-ups Customer Experience 32

Intercom, Inc.

OCTOBER 1, 2020

Sales, marketing, finance, support, and R&D all use the roadmap for different thing. Sales want to sell it, marketing needs to plan for it, finance needs to model it, support needs to be able to explain it, and R&D needs to be excited about it. Getting this right allows your teams to work in lockstep together.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

Sales, marketing, finance, support, and R&D all use the roadmap for different thing. Sales want to sell it, marketing needs to plan for it, finance needs to model it, support needs to be able to explain it, and R&D needs to be excited about it. Getting this right allows your teams to work in lockstep together.

Engineering 165

Engineering Start-ups Finance Sales 165

ProProfs

MARCH 19, 2021

Considering the significance of soft skills for modern employees, in this blog post, I’ll be discussing at length everything you ever wanted to know about soft skills and soft skills training. These skills are key to working as a strong team, conflict management and running of smooth business operations. Table of contents [ Hide ].

Education 52

Education Start-ups Business Operations Construction 52

Qualtrics

AUGUST 7, 2019

I’m an engineering manager on the Digital Experiences team at Qualtrics. I moved to Seattle in 2009, worked as an SDET on the SharePoint Developer team for another 3 years, and then transitioned to SDE role in the Microsoft SQL org. The mission, continuous growth, and culture. This is Ali’s “Why Qualtrics” story.

Engineering 36

Engineering Healthcare Hospitality Hospitality 36

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Diane has an interesting background for a CCO — she actually began as a technical writer. About Diane.

Sales 87

Sales Start-ups CX Touchpoint 87

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. Why are you building this team?” “How Matt Beran, Sr. Lack of process.

CX 208

CX Start-ups Finance Engineering 208

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. To launch an experience, you need to prioritize (a) what the experience is and then (b) how the day-to-day actions of your employees can support the growth of that experience. How to hire for your team.

Start-ups 44

Start-ups Customer Experience Customer Feedback Innovation 44

ProProfs

JANUARY 25, 2022

Considering the gravity of the issue, I’ve shared a few cybersecurity tips for employees in this blog post. This way, cybersecurity becomes a part of their regular job responsibilities. . Emphasize On a Culture of Privacy & Security. It is far more important than most people think. Here’s why. Continue reading to find out.

Education 52

Education Engineering Legal Start-ups 52

Customer Bliss

JULY 26, 2016

Since joining Safelite Group in August 2011, Renee Cacchillo has been an influential leader who helped achieve the compan y’s goals by working collaboratively across various business units. Additional, she leads the strategic direction of Safelite’s technology team. Episode Overview. The importance of leadership buy-in.

Customer Journey Map 58

Customer Journey Map Customer Experience Business Growth Technology 58

ClientSuccess

JULY 23, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. This has worked really well for my team and our customers. Being on the CSM frontline allows us to directly influence the success of our clients. Question 3.

Technology 44

Technology Technology Engineering Start-ups 44

ClientSuccess

JULY 9, 2019

Welcome to our blog series CSM from the Trenches, a community for frontline Customer Success Managers (CSMs) that discusses trends, best practices, and advice for the frontline. I learned that while our team made great progress and had great numbers, I really didn’t connect with the purpose of the product or the nuances of the industry.

Start-ups 40

Start-ups NPS Finance Technology 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. The Super-Heroes of Customer Experience are here! LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

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. It can be one-to-one, but it can also work in plenty of other ways. Every step of the way.

Start-ups 211

Start-ups Sales Engineering 211

Intercom, Inc.

FEBRUARY 14, 2018

A couple of weeks ago myself and some of my team sat down to talk about how we could attract some of the best people around to join our Product team. So we asked our team what makes Intercom different to where they’ve worked before. So we asked our team what makes Intercom different to where they’ve worked before.

Engineering 188

Engineering Start-ups Sales Technology 188

Intercom, Inc.

SEPTEMBER 24, 2019

Recently in Intercom, we shared an internal memo with our team detailing our philosophy around how to have impact as a designer. You are all-in and a team player. Team leadership: For example, upleveling the design org’s processes through DesignOps. High impact design work: Contributes tangibly to hitting team or company goals.

Start-ups 222

Start-ups Engineering Sales Innovation 222