CX Accelerator

NOVEMBER 26, 2021

I am really grateful to have the opportunity to see my friends thrive in their careers. I've had the chance to listen to many of my good friends share their career challenges with me over the past year. I work with great people and we’re building customer experience in from the start! One thing is clear from the responses.we

Hospitality 182

Hospitality Hospitality Healthcare CX 182

Intercom, Inc.

JUNE 15, 2022

To ensure that future is as bright as possible, we need diverse teams of software engineers working on the world’s most pressing problems. 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.”.

Engineering 104

Engineering Education Innovation Technology 104

Intercom, Inc.

JULY 29, 2021

And so, Mark Rudden and his team had to figure it all out by themselves. Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. In fact, in some form or another, he’s been working in sales for most of his career. Putting people first. Caught your interest?

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

OCTOBER 20, 2020

One of our core values at Intercom is “We love people who genuinely want to learn and grow.”. Of course, celebrating and encouraging a growth mindset is all good and well, but how do we put in place structures and processes that actually encourage career growth? Engineering career path. That doesn’t need to be the case, however.

Engineering 221

Engineering Start-ups Technology Technology 221

Intercom, Inc.

JUNE 10, 2020

I hope this post allows people and teams to safely talk about Product Judgment. If you have ever wondered why some people are extremely good at creating successful products, and others aren’t, this post will help you. Two people with very strong Product Judgment can disagree. Nor from reading survey data.

B2B 291

B2B Engineering Start-ups Transportation 291

Intercom, Inc.

MAY 20, 2019

Picture this: You’re a product designer with a handful of years on your career path. Developing your product design career as an individual contributor. Developing your product design career as an individual contributor. There’s a classic fork in the road for product designers who are looking to grow in their career.

Engineering 223

Engineering Innovation AI 223

Beyond Philosophy

AUGUST 3, 2023

Inevitably, these same exuberant students will appear at his office hours wanting career advice. So, without further ado, here are my insights gained from a decades-long career: Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! I’ve managed many teams over the years.

Sales 78

Sales Social Media Management Consulting Start-ups 78

Intercom, Inc.

NOVEMBER 2, 2021

Across the US, people are quitting their jobs in record numbers. . This year, it’s estimated that approximately one in four people have quit their jobs , and those positions are remaining open for much longer than expected. Yet few managers ask themselves the hard questions: am I the reason people are leaving?

Engineering 291

Engineering Construction Sports 291

Inside Customer Service

MARCH 18, 2021

There was a palpable desperation amongst the leadership team. For example, millions of people choose Amazon when they want a fast and convenient way to get nearly any product delivered. People join professional associations like ASTD San Diego because they want to grow in their careers. Amazing things began happening.

Start-ups 148

Start-ups Customer Experience 148

Intercom, Inc.

JUNE 3, 2019

And what makes this even harder is that, because PMs own so few clear deliverables (such as code or designs), it can be tricky to pinpoint what exact impact a PM had on a team. Career ladders to the rescue. This is where career ladders come to the rescue. This is where career ladders come to the rescue. Insights driven.

Start-ups 208

Start-ups Customer Experience 208

Intercom, Inc.

MAY 24, 2022

Mentorship can play a key part in any career, no matter what stage. Whether you’re an individual contributor, manager, or director, you can leverage your own skills – and those around you – to influence growth across your team, org, and company. There are three overarching areas to consider: Leveraging mentorship across your team.

Construction 118

Construction Education 118

Intercom, Inc.

MARCH 3, 2020

Our experience has shown us that people perform best when they know what’s expected of them, so we think interviews should be a transparent, two-way evaluation. We’re confident this won’t help people game our system, but it will give you the best chance to show us your strengths. We don’t expect you to know anything about us.

Engineering 290

Engineering Gaming 290

Intercom, Inc.

AUGUST 28, 2020

Engaged teams are the backbone of a healthy organization. When you’re on a team that is highly engaged, the team is humming. The dynamic on the team seems to be one that just works. People may be more distant or closed off. Lesson 1: Know yourself.

Engineering 222

Engineering Start-ups 222

Intercom, Inc.

AUGUST 18, 2022

As a staff engineer, a lot of your energy goes into cross-team collaboration for the vision and strategy. Having staff engineers as mentors allows more junior people to get clarity on which steps to take to reach those roles and you fast-track the process of creating engineering leaders. Where is the company going to be in five years?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. When we create a positive work environment, we put our people in the right “space” to do their best and most fulfilling work.”. How is my team contributing to success?”, U: What’s the best part about your job?

AI 246

AI Start-ups Technology Technology 246

Intercom, Inc.

JULY 28, 2022

Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom. 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.

MAY 20, 2021

In this period, I’ve been fortunate enough to chat to a really wide range of interesting people from across the world of tech, SaaS, and beyond. Fast Company Magazine listed her as one of the “ Top 100 Most Creative People In Business ”, and she’s also been recognized by Forbes, Inc, and Adweek magazine. So what does she do?

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

Execs In The Know

JANUARY 15, 2024

From Call Centers to Corporate Strategy Tatyana’s career at AT&T began in a call center environment in the late 1990s. Lessons from a Crisis One of the turning points in Tatyana’s career occurred during a crisis – Hurricane Katrina in 2005.

CX 52

CX Customer Experience Contact Center 52

Intercom, Inc.

OCTOBER 7, 2021

This means that, for the past few years, we’ve been working to staff teams across multiple time zones to make sure all of our customers have the help they need when they need it, no matter where they live. And so, naturally, we’ve slowly started building a remote team across the Pacific. Liam: Sam Hoare leads our sales team in APAC.

Start-ups 118

Start-ups Sales 118

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! . I appreciated this session even more thanks to the team building element of it. Social and belonging. Pace yourself.

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm.

Sales 177

Sales Start-ups Technology Technology 177

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. And if there’s one thing she’s realized throughout her career, it’s that the reactive nature of customer support is holding back customer experience leaders from reaching their potential. The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

SEPTEMBER 17, 2020

Their mission is born out of the desire to bring transparency to the workforce and to offer a platform for colleagues, peers, and leadership teams to honestly share information about salary, culture, career advice, and industry insights. Because when I first joined the company, it was just about ten people. Short on time?

Start-ups 210

Start-ups Sales Non-Profits Social Media 210

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. Below, the editorial team here at Inside Intercom pick out a selection of our favourite pieces from the past year. Like many others on the team, I love a good pun. We hit a huge milestone as our ARR grew well past $200M.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

MAY 18, 2018

There’s a key turning point for your hiring strategy in a rapidly scaling team or organization. The earliest hires are critical to a team’s future identity, as this is the time when the culture takes shape. Making that transition smoothly is crucial for your longer-term growth. Hiring strategy for early stage startups.

Construction 222

Construction Start-ups Innovation 222

Zendesk

MARCH 29, 2023

Spring ACT: Giving a voice to domestic abuse survivors According to the National Coalition Against Domestic Violence , nearly 20 people per minute are physically abused by a partner in the United States, and more than 20,000 phone calls are placed to domestic violence hotlines nationwide daily.

Government 98

Government Start-ups Education Technology 98

Intercom, Inc.

OCTOBER 22, 2019

Sales managers looking to stand out among their peers would do well to focus on four things: prioritizing work that will move the needle, making sure the right people are on their team, thinking about initiatives that will improve the business (not just themselves and their reps), and developing a solid decision-making framework.

Sales 123

Sales Finance Start-ups B2B 123

Intercom, Inc.

MAY 30, 2018

We have an inbuilt tendency to believe we are deciding our destination, that we are actively mapping out our career direction and our life story. For a lot of people, the direction and speed of our lives is more a combination of circumstance and luck. We love people who genuinely want to learn and grow.

Finance 181

Finance Technology Technology 181

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

Fonolo

JANUARY 19, 2023

The cost of losing an employee is much higher than most people realize. Call centers are often viewed as separate entities in a company and do not always offer the traditional career path that an employee might have if they joined as an administrative assistant or data entry clerk. Why Does Call Center Retention Matter?

Data Entry 155

Data Entry Contact Center Education Social Media 155

Intercom, Inc.

APRIL 1, 2021

To correct for the systemic gender and race bias and ensure a better representation of everyone’s experiences, they’re encouraging otherwise unheard voices to speak up and write their stories – namely women and Black people. Janeen is a fierce advocate of integrating diversity into your team , be it race, gender, culture, age, etc.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Fonolo

NOVEMBER 15, 2022

Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. Update team members on new practices and policies. Ultimately, well-conducted performance reviews will improve your overall employee engagement, retention, and your team’s overall quality of service.

Outlook 127

Outlook Contact Center Touchpoint Technology 127

Intercom, Inc.

JUNE 29, 2018

When faced with a problem or new process at work, most people usually don’t try to reinvent the wheel. A common challenge for many teams is how to run retrospectives. There are plenty of solutions, and one of them is Start, Stop, Continue – a framework to structure a retrospective for a team, career or project.

Engineering 217

Engineering Construction 217

Intercom, Inc.

SEPTEMBER 29, 2022

But after transitioning into tech, I realized that a lot of people who switch careers try to hide or at least diminish their previous professional experience as irrelevant. In my case, the skills I learned while working as a journalist helped me to transition to a career in software engineering. Learn from the best.

Engineering 104

Engineering Start-ups 104

Intercom, Inc.

DECEMBER 20, 2022

And how could people learn from it? It probably started around October last year, where myself and Darragh – I run a product team; Darragh runs an engineering team – were looking at how we work, and we’re hearing a lot of feedback bubbling up from some of our people that we were getting slower. Paul Adams: Yeah.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Totango

MARCH 1, 2022

At Totango, we are proud of the immense gender diversity on our team, and we believe that our ability to successfully grow and expand is due in large part to the different perspectives and expertise that our female team members have brought to the table. RD : Collaboration with creative people and the constantly changing market.

Education 104

Education Technology Technology Start-ups 104

Intercom, Inc.

JUNE 16, 2020

There are real people behind those percentages and figures – but staying connected with them takes work. As teams scale up, customers can easily turn from people you know into numbers you optimize. What gets lost in these acronyms is something crucial to your company’s long-term success: your customers.

Business Growth 213

Business Growth Customer Relationship Sales 213