Intercom

DECEMBER 14, 2023

Throughout these chats, you can hear us grapple with the scale of the AI revolution, from AI’s impact on society to how it is changing business strategies, and from productivity gains within support teams to a fun interview with ChatGPT itself. That transformative power is most evident in the customer service space. I’m Liam Geraghty.

AI 98

AI Start-ups Legal Technology 98

ECXO

MARCH 21, 2023

In order to incorporate design into an organisation’s C-suite, it’s important to have a designated design leader, such as a Chief Design Officer or any position that has design in their core. However, consider that you rarely will find two organizations using and implementing measurements and metrics similarly, with a few exceptions.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Experience Investigators

APRIL 11, 2023

Related: 4 C’s of CX Culture: How Well is Your Company Doing? Stop writing a storyline about a thing. My favorite thing to listen for is… “your product/service…helped us do…” This is usually something they FELT. We used to be loyal customers, but the last few times we tried to get help were disasters.

Customer Journey Map 59

Customer Journey Map B2B Invoicing Manufacturing 59

Beyond Philosophy

AUGUST 11, 2022

Then, we sat for an extra 45 minutes on the tarmac while the airport found us a gate. For example, Justin C. Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. I felt worked up about a few things around this time.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom

FEBRUARY 16, 2023

Liam: Before we get into the weeds of what we’re going to talk about, could you give us a sense of your journey up until this point? In the US context, I’m sort of what you call a blue-collar kid. Now, access to information and to each other has led them to take control of the narrative and rewrite the rules of the game.

Retail 105

Retail E-commerce Artificial Intelligence Start-ups 105

Intercom

FEBRUARY 22, 2023

Sure, we’ve all asked it to write us assembly instructions for a table in the style of a Taylor Swift song but what does ChatGPT actually think about it’s newfound fame. Instead of professing its undying love or deep ennui, ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating. Liam: Hi ChatGPT.

AI 119

AI Start-ups Technology Technology 119

Intercom, Inc.

JUNE 21, 2018

I hosted Max on our podcast, where he shares the strategies he’s used to grow Udemy and Sales Hacker, hiring tips for sales teams, and much more. Max is a proponent of combining old-school techniques with new tools like using messengers to catch potential customers when they visit your site looking for a specific answer.

Sales 183

Sales Start-ups Finance Education 183

Zendesk

FEBRUARY 16, 2021

Meanwhile, customer support agents are finally being recognized as critical enablers, helping us navigate cancelled flights, delayed shipments, and other emotionally-fraught situations. However, as customer experience futurist Blake Morgan writes in Forbes , the idea has correlaries around the world. It’s time to join the conversation.

Retail 98

Retail Touchpoint Customer Expectations Start-ups 98

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Sales, marketing, finance, support, and R&D all use the roadmap for different thing. As you grow functions, the audience for your roadmap widens. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

Intercom, Inc.

OCTOBER 1, 2020

We discuss how we’ve approached it historically at Intercom and how this process has evolved with us to make room for a wider audience. Sales, marketing, finance, support, and R&D all use the roadmap for different thing. As you grow functions, the audience for your roadmap widens. Paul: Hey Des, glad to be here.

Engineering 165

Engineering Start-ups Finance Sales 165

C3Centricity

DECEMBER 1, 2020

So this week I wanted to write about the impact of smart choices for business in general. We need to shape a future that works for all of us by putting people first and empowering them. It is incumbent on us all to make sure the latter prevails.” But are they really that smart? . Smart Data. Smart Things or Lazy People?

ML 71

ML Age of the Customer Pharmaceutical AI 71

Zendesk

NOVEMBER 3, 2023

Benefits of generative AI Challenges with generative AI How to use generative AI for customer service Frequently asked questions What is generative AI? Generative AI boosts agent productivity by providing intelligent writing tools, allowing teams to address requests more efficiently and provide consistent support.

AI 52

AI Machine Learning Artificial Intelligence ML 52

Intercom

JUNE 15, 2023

Today, we are looking at a very specific area of customer service, one that touches all of us at some point during our lives, and that’s healthcare. Why did you want to write it in the first place? For people preparing for surgery or having to move into assisted living, building trust is absolutely critical. And the result?

Healthcare 52

Healthcare Education Customer Service Hospitality 52

Customer Bliss

JANUARY 25, 2018

Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. If not, it should be! Look at what’s already in place structurally to evaluate and understand the baseline. Click To Tweet.

Pharmaceutical 70

Pharmaceutical CX VOC Start-ups 70

Aquire

NOVEMBER 17, 2021

It’s also advisable to avoid using “Do Not Reply” emails. Upselling is the suggestion to purchase a more expensive upgraded version of your product or service they’ve initially bought or used. Loyal customers should be rewarded appropriately for being long-term advocates of your brand. Keep them personalized.

Social Media 97

Social Media Customer-Centric Organization E-commerce Customer Loyalty 97

ProProfs

JANUARY 26, 2013

Why did Justin write "Down to Earth". id="" value="" disabled="disabled" />--> Justin didnt write it. What three songs did Justin write on his own? Test your Bieber knowledge just for the heck of it! Remove Question Excerpt. Question Excerpt From are you a true beliber. id="" value="" disabled="disabled" />--> Athletic.

Gaming 40

Gaming 40

Intercom, Inc.

MARCH 12, 2020

Since then, he’s made an art out caring for customers as a New York Times bestselling author, C-suite advisor, and the “Chief Amazement Officer” of his company, Shepard Presentations. Take chatbots, for example. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized. Ali: Hello, Shep.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Qualtrics

JUNE 17, 2020

One step you can take is to start listening to the voices that can teach us how to encourage deeper understanding and celebration of diversity. Her Twitter feed covers race, culture and leadership, and she also writes a daily column called raceAhead, as well as being the co-chair of The CEO Initiative. Arlan Hamilton. Deborah Dagit.

Education 61

Education Start-ups Gaming Customer Relationship 61

Customer Bliss

JUNE 13, 2018

So realize this, and use it to your advantage. In my books, I write about the force of the internal power core. It’s imperative that you let your C-Suite know how you’re contributing value and impacting the bottom line. ” learnings with you! It’s Normal to Feel Anxious! Know Who To Dance With.

Customer Experience 85

Customer Experience Finance CX B2B 85

Aquire

JULY 13, 2021

They’re looking for brands to foster authentic connections and use technology to help personalize experiences. Consider that 82 percent of US customers seek out brands offering a human touch. What to do: Write out your guiding principles for how you want your customers to connect, feel, think about, and engage with your brand.

Customer Experience 59

Customer Experience Social Media Net Promoter Score Omnichannel 59

Intercom

APRIL 20, 2023

You’re in a budget meeting with the rest of the C-suite, prioritizing strategies for the year ahead, and you present a project you believe will significantly improve customer experience across the customer journey – maybe even improve CSAT or NPS by a couple of points. What made you write the book? But by how much?

Net Promoter Score 52

Net Promoter Score Customer Experience CX Finance 52

Zendesk

SEPTEMBER 19, 2022

We’ve fired top performers because they didn’t fit our culture [and slowed us down].” — Wiley Cerilli , CEO and co-founder of SinglePlatform. Sellers who can [focus on pain points, not quotas] will naturally guide their buyers to a successful solution.” — Donald C. .” — Ben Sardella , co-founder of Datanyze. Passion sells!

Sales 52

Sales CRM Start-ups Entertainment 52

Fonolo

OCTOBER 25, 2018

The C-Suite will most definitely be impressed by your enthusiasm for your company’s brand. This incredibly simple, affordable costume is made simply by cutting the center out of a Bristol board, affixing the Instagram lettering to the top, and writing out your own handles and hashtags. Group Costume: The Social Media Suite.

Social Media 57

Social Media Contact Center Retail Gaming 57

ProProfs

JANUARY 26, 2013

Quiz Maker › Take Quizzes › Foreign Language › Level four final test ,C. Loading Page, Please wait… Level four final test ,C. Question Excerpt From Level four final test ,C. Write the definition of parts of speech. 4 Questions. I I 1 Attempt. I Remove Question Excerpt.

Gaming 40

Gaming 40

ProProfs

JANUARY 18, 2013

The audience is a very important part of a theatre because it is for the audience that the actors and actresses act, and the playwright writes. The audience is a very important part of a theatre because it is for the audience that the actors and actresses act, and the playwright writes. 25 Questions. I I No Attempts Yet. I

Entertainment 40

Entertainment Sports Gaming Education 40

Callminer

APRIL 21, 2020

Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more. Ali is a Digital Marketer with expertise in SEO and Content Writing. “My

Gaming 182

Gaming Non-Profits Contact Center Sales 182

Zendesk

APRIL 16, 2021

Various advertising, marketing, and sales strategies can be used to spark interest and generate leads. Similarly, a lead’s job title likely reflects their decision-making power, so a C-level executive would be scored higher than a mid-level manager. Lead generation is often a huge challenge for sales and marketing professionals.

Social Media 98

Social Media B2B Sales Start-ups 98

CX Journey

MARCH 29, 2016

Image courtesy of Tricia h c We have tons of data. But do we understand what it's telling us, what it means? You've heard me write/say it before: You can't transform something you don't understand. There are many people who know us, but very few who understand us. Knowledge without understanding is useless.

Customer Experience 43

Customer Experience 43

Help Scout

OCTOBER 30, 2018

Plenty of us have received at least one horrible cold outreach email from a recruiter that’s made us lol, or applied to a position only to never hear from the company. Still, the entire field of recruiting could use a refresher course in empathy — maybe then it wouldn’t suffer from one of the worst reputations in tech.

Engineering 40

Engineering Start-ups Close the Loop Gaming 40

Fonolo

JANUARY 14, 2020

Top Pick: 7 tips and resources for Chief Customer Officers and C-Suite Customer Experience Leaders. Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Jeanne Bliss. Customer Think.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. Apologizing for Poor Customer Treatment. Apologizing for a Damaged or Defective Product or Service.

Customer Service 86

Customer Service Management Consulting Customer Retention Customer Satisfaction 86

Taylor Reach Group

FEBRUARY 26, 2019

What will this technology allow us to do? D efine Your Own Use Cases. What is the best process for establishing which technologies are best aligned with your organizational goals and needs? Sole Sourcing vs. Request for Proposal (RFP). You have determined you wish to source new technology, now what? What is Sole Sourcing?

Contact Center 85

Contact Center Technology Technology Scorecard 85

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Most of us think we are good listeners, but we can all do better,” says Leanne. “We Susan Scott, in her book, Fierce Conversations , talks about the need for us to listen deeply. Benjamin Granger Ph.D.,

Start-ups 34

Start-ups 34

Comm100

JANUARY 19, 2017

According to Ruby Newell-Legner’s book, Understanding Customers, “It takes 12 positive experiences to make up for one unresolved negative experience”. As much as we may try and prevent them, negative experiences are a part of life. Apologizing for Poor Customer Treatment. Apologizing for a Damaged or Defective Product or Service.

Customer Service 79

Customer Service Management Consulting Customer Retention Customer Satisfaction 79

C3Centricity

AUGUST 23, 2015

C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. Use the 4W™ Template and watch the video series about this topic – both available for download in the members area – to ensure you are going deep enough. IDEA : Customers aren’t listening as they used to.

Social Media 48

Social Media Start-ups Customer Relationship CRM 48

C3Centricity

AUGUST 23, 2015

C³Centricity is no exception; our marketing quote posts are always the most popular, year after year. Use the 4W™ Template and watch the video series about this topic – both available for download in the members area – to ensure you are going deep enough. IDEA : Customers aren’t listening as they used to.

Social Media 48

Social Media Start-ups Customer Relationship CRM 48

Help Scout

JULY 18, 2018

Some of us have more power than others, but as individuals, we can take a number of thoughtful actions that add up to create a better, more inclusive and inviting culture. When I applied to jobs, I wouldn’t use my real name — Chanita — on my resume. Use inclusive language. We all want to feel safe. Self-educate.

Social Media 40

Social Media Start-ups Education 40