Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

AI 108

AI CX Artificial Intelligence Predictive Analytics 108

Inside Customer Service

DECEMBER 2, 2021

Their enthusiasm made it far easier to connect with customers and assist them. You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. You might find them in sales, marketing, customer service, operations, or even finance. Scratch that. Aren't those great?"

Retail 261

Retail Social Media Finance Sales 261

Uniphore

JANUARY 13, 2022

Andrew shared his thoughts on the value of company culture, how to empower a growing workforce and what leadership lessons he’s learned from nearly two decades in the tech industry. Uniphore: How do you start your day? U: What’s the best part about your job? U: What words of wisdom do you have for a growing workforce like ours?

AI 246

AI Start-ups Technology Technology 246

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play?

Contact Center 160

Contact Center Start-ups NPS Education 160

Intercom, Inc.

APRIL 1, 2021

We need to address these historical gaps to get the full story. We need to address these historical gaps to get the full story. Janeen is a fierce advocate of integrating diversity into your team , be it race, gender, culture, age, etc. It’s not the first we hear from Janeen.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom, Inc.

APRIL 6, 2018

The way we interact with the world is increasingly determined by the software we use, but despite that growing dependence, we only truly connect with software on an emotional level when it speaks to us in a distinctly human voice. So, how does software take on a personality of its own? That’s typically where marketing comes in.

Construction 222

Construction Start-ups Sales 222

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. In fact, 65 percent of executives in a 2020 survey cited automation as a catalyst for modernizing legacy business practices.

Contact Center 246

Contact Center Education AI Start-ups 246

Intercom, Inc.

OCTOBER 21, 2020

That’s a universal truth, but one businesses forget about at their peril. The feelings customers take away from an experience with your company are far more important than any “response time” metric. At Intercom, we work hard to figure out more than just what our customers want to do.

Start-ups 211

Start-ups Sales Customer Experience 211

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom, Inc.

FEBRUARY 2, 2022

Seeking feedback at various stages of a project helps avoid bottlenecks and silos, and ultimately drives business impact. When we miss opportunities to reach out to others and share our work, it ultimately reduces true business impact and can often result in projects that miss their mark. Screenplay: The story you will tell.

Social Media 220

Social Media Finance Sales 220

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. For starters, get to know your employees.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Inside Customer Service

JUNE 23, 2022

My first customer service interaction didn't end well. An irritated customer approached and I said the wrong thing. It was a terrible feeling to see a customer literally walk out the door. This guide summarizes what I've learned about getting customers to give you a second chance after a service failure.

Customer Acquisition 163

Customer Acquisition Social Media Customer Retention Start-ups 163

Intercom, Inc.

AUGUST 31, 2022

Engaging with customers on social media has become part of every customer experience strategy to drive sales and retain customers. At Intercom, we’re all about making internet business personal, and social media happens to be a big part of that. How to respond to customers on social media. What did we learn?

Social Media 118

Social Media Start-ups Machine Learning CX 118

ECXO

FEBRUARY 14, 2022

The quickly growing European Customer Experience Organization (ECXO), understands its diverse community on a unique level. We are the business community that aims to help educate all organizations and individuals about how to get CX Done properly, and adapting it for each business maturity level in different regions.

CX 98

CX Education Innovation AI 98

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience.

Customer Experience 164

Customer Experience Customer Acquisition Customer Retention Customer Service 164

Execs In The Know

MAY 4, 2023

And that number just keeps on growing! Magazine as one of the fastest-growing companies in America. Magazine as one of the fastest-growing companies in America. Execs In The Know: Tell us a little bit about your background and how you came to be at woom Bikes. What is your day-to-day focus in your current role?

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Intercom, Inc.

AUGUST 15, 2019

But if these design leaders can seize the opportunity of having a seat at the table, they can assemble an interdisciplinary team that solves real customer problems, proves their worth, and ultimately changes the future of the company and the products it delivers. Here are five quick takeaways: You must establish deep empathy for the customer.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Intercom

FEBRUARY 3, 2022

Sometime in the 1980s, businesses started outsourcing their call centers to specialized companies in lower-cost locations to reduce operational costs. And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Jay is many things.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Beyond Philosophy

JULY 31, 2017

Branding agencies and consultants are embracing the notion that storytelling creates an authentic connection with your customers. There’s a growing crop of programs that teach you to tell stories in your own business. As a customer experience consultant, I think this is good.

Entertainment 125

Entertainment Gaming Start-ups Customer Experience 125

Intercom, Inc.

JUNE 27, 2018

If there’s one perennial problem all businesses face, it’s this: how do we grow? Whether you’re at an early stage startup contemplating life after the TechCrunch bump, or a more mature business with many millions in ARR, your company’s survival depends on finding a sustainable answer.

Customer Acquisition 157

Customer Acquisition Customer Retention Sales 157

Customer Bliss

MARCH 12, 2020

To build support and consensus around the practice of customer experience, I often tell my coaching clients that the very first thing that you must do is: you’ve got to ring the money bell. Recognize that, at the end of the day, we are all here to grow our business—and that’s what your C-Suite cares about.

CX 115

CX Customer Experience Sales 115

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? Rather we should seek out opportunities where more empathy can be shown to our customers.

Customer Experience 159

Customer Experience CX Start-ups Engineering 159

Intercom, Inc.

MAY 26, 2021

Your values shouldn’t be truisms – they should describe the things that make your company special and unique. . Your values shouldn’t be truisms – they should describe the things that make your company special and unique. . What you do to get there is your strategy. Our values guide us .

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

CSAT.AI

AUGUST 3, 2022

Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. These happy customers feel lucky to have found Lego as a company. . That is a great prompt for how to go about creating happy customers who feel lucky to find your product.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Inside Customer Service

SEPTEMBER 2, 2021

Managers weren't allowed to deviate from the staffing plan, so they pulled employees away from other tasks like helping customers. 1 Anecdotes Stories can be powerful ways to communicate ideas, but they can also be misleading. These stories were reassuring, and the CEO rebuffed attempts to find more data about service quality.

Customer Service 148

Customer Service Retail Sales Start-ups 148

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Believe me, I’ve been there.

Non-Profits 83

Non-Profits Customer Satisfaction Outlook Technology 83

Fonolo

JANUARY 27, 2022

Finding your next great call center agent — someone who will help your contact center succeed— is no easy feat. Here are the top call center interview questions you should be asking to hire the best customer service representatives. Our Best Call Center Interview Questions Are: Tell me about yourself.

Contact Center 75

Contact Center Construction Customer Service Start-ups 75

Uniphore

OCTOBER 8, 2021

By Annie Weckesser, CMO + People at Uniphore Company Culture Makes the Difference The business landscape is littered with companies that have a great idea and great products or they have strong funding and a pedigreed leadership team… and yet, they don’t achieve broad success or worse, they fail.

Gaming 100

Gaming Business Growth Innovation Customer Service 100

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Sometimes, it can even tell us something about the world we live in. The age of the marketplace.

B2B 118

B2B Education Start-ups Agriculture 118

Help Scout

APRIL 27, 2021

We’re grateful to the 12,000+ businesses that make our work so enjoyable. From the beginning of 2020, Help Scout has worked with The Nature Conservancy to plant over 4,000 trees through their 1 Billion Trees program, one for each new customer. customer conversations. customer conversations. customer conversations.

Non-Profits 80

Non-Profits Start-ups Customer Service 80

Intercom, Inc.

OCTOBER 26, 2020

Eoghan and his co-founders saw an opportunity to help online businesses connect easily and effectively with their customers. “A story like so many others, young boy has big dreams, chip on his shoulder, sets out to prove himself. What was the motivation to build Intercom? How did that journey begin?

Innovation 211

Innovation Start-ups Engineering 211

Totango

JANUARY 12, 2022

Being a Customer Success Manager (CSM) can be an extremely rewarding career. A CSM works hand-in-hand with customers, guiding them through the customer journey and fostering a positive connection. They act as advocates for the business goals of customers and anticipate how to meet those goals and how they will change over time.

Start-ups 96

Start-ups Technology Technology 96

Intercom, Inc.

AUGUST 3, 2020

At Intercom, we’ve been truly inspired by our customers during these trying times and how they’re helping people in need. Here’s their story. As global unemployment rates continue to grow, people are looking to government for guidance, reassurance, and financial assistance. One shining example is Code for America.

Government 211

Government Non-Profits 211

Intercom, Inc.

FEBRUARY 6, 2019

We’ve expanded our product offering and the customers we target, meaning we’re marketing to new and more varied audiences. It helped us set expectations about the “size” of a launch and made sure we were prioritizing the highest impact announcements rather than inundating our customers with updates.

Start-ups 170

Start-ups Social Media Sales Innovation 170

Lumoa

SEPTEMBER 8, 2020

What a thrill it was to present your fully punched card, then immediately start on the next. Measuring customer loyalty these days is a little more complex. However, as competition in almost every industry has increased dramatically, loyal customers may be more important than ever. Why is Customer Loyalty Important?

Customer Loyalty 83

Customer Loyalty NPS Net Promoter Score Start-ups 83

Intercom, Inc.

APRIL 24, 2018

Today is a big day for our customers. We’ve completely rethought how a messenger designed for business should work. With over 500 million conversations every month, we’ve long known that our Messenger provides a personal, mutually beneficial experience for both our customers and their customers.

Start-ups 223

Start-ups Sales 223