company 
CX Accelerator
NOVEMBER 7, 2023
The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.
Callminer
JULY 12, 2023
Here’s how tech companies can use AI-based conversation intelligence to succeed and improve CX in today’s economy using 100% of omnichannel customer feedback.
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Inside Customer Service
JULY 14, 2022
The decision was out of our hands, but our human resources rep explained the company's policies made it clear this employee would be fired. What are company values? For example, Enron was an energy company that made headlines in 2001 for massive accounting fraud. Except, she wasn't. I learned a valuable lesson that day.
Customer Think
DECEMBER 15, 2023
Short-Term Strategies With Long-Term Consequences After a recent keynote session on customer experience, I led a breakout group with 30 business leaders in a spirited discussion on the many ways companies sabotage customer loyalty. The insights that emerged were a harbinger that companies everywhere should heed.
Speaker: Shaunna Bruton - Associate Director of Product Strategy at Orium | Sam Panzer - Director of Industry Strategy at Talon.One | Frank Passantino - Director of Product Management at Bloomreach
Data from McKinsey shows that companies that excel in personalization increase their revenue by 40%, but despite these numbers, retailers struggle to implement customer personalization strategies. More and more, customers are expecting a better personalized CX. But can retailers actually deliver? So what are the potential solutions?
Intercom, Inc.
NOVEMBER 2, 2021
One of the best things about being an engineer at a fast-moving company is the feedback loops. Unfortunately, as your company grows, those feedback loops can get longer and longer. Great managers build great companies. You can always save your feedback for another time, and a more private or less stressful setting.
TeamSupport
APRIL 23, 2024
Technology has transformed traditional processes to enable companies to optimize their operational patterns, helping agents and customers alike achieve resolution quicker. Whether your company is a small startup or a global enterprise, technology is a vital component to customer satisfaction.
Speaker: Steve Pappas, Chief Strategist, Startup and Early Stage Growth Advisor, Keynote Speaker, CX Podcaster
Through actual case studies, Steve will analyze companies that have harnessed the potential of AI-driven conversations to transcend CX boundaries. By enhancing efficiency and personalization while elevating customer satisfaction and loyalty, conversational AI serves as a powerful catalyst propelling a CX revolution like never before!
Speaker: Bruce McCarthy, Co-Author of Product Roadmaps Relaunched and Founder of Product Culture
Many times, when companies are building their product roadmaps, they are not properly accounting for customer validation. As a result, companies end up falling into a “Build, Ship, Build, Ship” culture that doesn’t consciously solve their customer’s pain points.
Speaker: Wes Bush, Author of "Product-Led Growth"
Zoom, Stripe, and Airtable are all examples of software companies with strong PLG strategies. But what else do they have in common? What features do their strategies have that allow them to see continued success in this ever-changing market?
Advertiser: Vanilla Forums
Of the companies that have improved CX, how many do you think saw an increase in revenue? Why does your organization need to focus on building a great CX? Because a good customer experience is attributable to better revenue on your end, and higher satisfaction for your customers. An enormous 84% of them.
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At the same time, customer patience is dropping, with 35% of respondents willing to wait only a few minutes before re-contacting a company. This dramatically increases the chances of one customer tying up multiple agent-assisted channels and puts even more pressure on businesses to respond quickly and resolve issues on the first contact.
Advertiser: Vanilla Forums
From gaming communities, Nonprofit Associations, and SaaS company communities, our experts are based in North America, Germany, Spain, and India. Our Experts: The experts that contributed to Community Predictions 2022 come from an array of backgrounds and work in entirely different industries.
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
In this interactive session, Hannah and Rebecca will share their experience of building product roadmaps that align with company goals while also ensuring that customers are truly heard. Taking a proactive approach when collecting customer feedback will answer all these questions and ensure that you are building the best product.
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