Intercom, Inc.

MAY 5, 2022

Principles are a way of encoding successes, allowing teams to repeat behaviors that lead to positive outcomes and avoid behaviors that lead to mistakes. Over the last ten years, we’ve developed, refined, and iterated on our principles to ensure they each represent an important part of the way we work, collaborate, and build product. We’ve recently kicked off a blog series exploring these principles, written by the people that know them best – our R&D team.

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Inside Customer Service

MAY 5, 2022

Today's customers are increasingly unhappy. The American Customer Satisfaction Index has steadily declined for the past four years. By the end of 2021, it had reached its lowest point since 2005. What's causing the decline? A survey conducted by Toister Performance Solutions in April 2022 aimed to find out. Over 1,500 consumers across the United States were asked about their experiences with companies.

Customer Experience 130

Customer Experience Transportation Sales Customer Satisfaction 130

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing. A holistic understanding of customer experiences can help close the gap, strengthen the brand and open up new opportunities for profitable growth.

Customer Experience 110

Customer Experience CXM Artificial Intelligence E-commerce 110

Zonka Feedback

MAY 5, 2022

NPS® or Net Promoter Score® is more than just a score that shows your customers’ willingness to recommend your brand to others. It is the qualitative feedback that can help you understand ‘why’ your customers are or aren’t willing to promote your brand.

NPS 98

NPS Net Promoter Score 98

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Zendesk

MAY 5, 2022

Internal service for employees is just like customer service. The same rules apply: Make yourself available, answer questions, solve problems, and monitor feedback. Having a process for handling internal questions is one thing you can do to improve the employee experience at a time when workers are increasingly dissatisfied at work. Internal requests from corporate employees increased 31 percent last year.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Beyond Philosophy

MAY 5, 2022

Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to another participant at a fatal level even as they listened to the second participant’s screams of pain. Shockingly (ahem), they did. Luckily, no one died. The other participant was an actor, and the shrieks the first participant heard were recorded.

Net Promoter Score 78

Net Promoter Score Start-ups Retail Customer Satisfaction 78

Conversation Agent

MAY 5, 2022

“The philosopher's job is to be an interface between things that would not normally communicate with each other. We think about policies, strategies, business models, priorities: they are all open problems, where the philosopher has his perfect place.” Oxford University professor Luciano Floridi considers himself a digital philosopher. Digital communication has become a much greater part of our lives.

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NGDATA

MAY 5, 2022

Personalize every experience and increase customer lifetime value (CLTV) with in-built software for cross-selling success. For businesses across every industry, consistently driving value for customers is a common objective, with the goal ultimately being to boost CLTV and increase revenue per customer. Maximizing cross-selling opportunities though advanced customer data software presents a.

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Zendesk

MAY 5, 2022

More than half of people have higher expectations for customer service now compared to a year ago, according to Microsoft’s State of Global Customer Service Report. But providing consistent, quality customer service is a challenge. You can’t simply automate or template your way to success. It’s an art and a science that requires masterful people skills, as well as constant digging into the data behind interactions (and setting goals along the way) to turn bland customer experiences into remarkab

Customer Service 52

Customer Service CX Start-ups NPS 52

DMG Consulting

MAY 5, 2022

Question: What is knowledge management and how is it relevant to contact centers? Answer: DMG defines knowledge management (KM) as a structured methodology and technology framework that is used to capture and curate the collective information of an organization, industry, clients, customers, partners and employees, transform the data into knowledge assets, and systemically distribute them for the achievement of organizational objectives.

Contact Center 48

Contact Center Customer Expectations CX Technology 48

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Zendesk

MAY 5, 2022

The need to embrace a digital-first approach to business over the past two years has brought about new opportunities to connect with one another—from our colleagues to our customers and even their customers. With distances shortened by a screen, customer communication no longer remains a regional affair or something that requires travel. In particular, as a year-round connection point, a company’s user groups offer a way for customers to routinely connect with industry peers and the company to p

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SugarCRM

MAY 5, 2022

In the face of growing customer demands, it’s not easy to keep your clients happy. Sugar’s new research 2022 CRM Impact Report surveyed sales and marketing decision-makers to explore customer satisfaction and retention issues. We wanted to understand how technology is transforming the expectations of sales and marketing leaders and their customers, which roadblocks and blind spots are causing sales friction and contributing to churn, the impact of misalignment between sales and marketing, and th

AI 49

AI CRM B2B Touchpoint 49

MyCustomer Experience

MAY 5, 2022

WWe all talk about it. Most of us believe it. Nearly nobody does it: Organizations are NOT optimising for value for customer. If they did, 5th May 2022. By Forrester Independent research and advisory firm.

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Comm100

MAY 5, 2022

Digital technology has transformed customer expectations in recent years, and the banking industry is now playing catch-up. Technology leaders like Amazon and Apple have offered customers seamless experiences across digital devices for years, and it’s only natural that consumers should expect the same experience from their financial institutions too.

AI 52

AI Sentiment Analysis Omnichannel Start-ups 52

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Voice of the Customer

MyCustomer Experience

MAY 5, 2022

5Have you ever heard of the Milgram experiment? This behavioral experiment tested whether one participant would deliver electric shocks to. 5th May 2022. By Colin Shaw Founder & CEO.

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MyCustomer Experience

MAY 5, 2022

WWe all talk about it. Most of us believe it. Nearly nobody does it: Organizations are NOT optimising for value for customer. If they did, 5th May 2022. By Forrester Independent research and advisory firm.

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