Intercom, Inc.

JULY 5, 2022

When I joined Intercom eight years ago, I knew nothing about system design. I designed and presented my ideas using high-fidelity mockups. They were quick to put together, and so I assumed that even wireframes were a waste of time, let alone system design diagrams. Focus on the most important decisions with system design.

Start-ups 186

Start-ups Construction Manufacturing Retail 186

Intercom, Inc.

SEPTEMBER 9, 2022

In today’s episode of Intercom on Product, Paul Adams , our Chief Product Officer, and I sat down with Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

JUNE 9, 2022

Over the last 10 years, we’ve worked hard to develop and iterate on our product principles to codify our approach to decision-making, which has allowed us to consistently build great products at scale. Following design standards helps organizations speed up development and ship faster. Hey, Niamh. Niamh O’Connor: Hey Liam!

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Intercom, Inc.

JULY 13, 2021

The only thing harder than designing a product is designing your career. For instance, the Design Career Index shows that 71% of design orgs don’t have a career progression framework. We’ve recently updated our product designer job levels to give our designers a map for advancing their careers at Intercom.

Scorecard 271

Scorecard Start-ups Engineering 271

Intercom, Inc.

JULY 6, 2022

We started off the summer with a bang – hosting the Summer 2022 edition of New at Intercom and announcing three huge new product releases: SMS , the next-generation Inbox , and Custom Actions and Custom Objects in bots. The fastest, most powerful Inbox designed for scale. Ease team management with more teammate permissions.

Start-ups 210

Start-ups Customer Retention 210

Intercom, Inc.

MAY 16, 2022

Design and collaboration go hand-in-hand. What are product design workshops? Product design workshops are an opportunity for a team to untangle a problem together by going through a series of group exercises designed to get to a specific outcome. How to create and structure a productive design workshop.

Start-ups 245

Start-ups Gaming Technology Technology 245

Intercom, Inc.

MAY 20, 2019

Picture this: You’re a product designer with a handful of years on your career path. You’ve cut your teeth on a few big launches and earned your stripes as a solid “mid level” product designer. Like many designers, you’re curious and ambitious. Developing your product design career as an individual contributor.

Engineering 223

Engineering Innovation AI 223

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. It offers powerful real-time charts and visualizations of how users interact with digital products.

Finance 94

Finance Customer Retention Sales Technology 94

Intercom, Inc.

MAY 25, 2022

We’re serious about delivering the best customer experience with our Engagement OS. This ambition is reflected in the way we design and build the infrastructure that supports the Intercom platform. We also partner closely with AWS on new technologies and approaches designed to future proof our rapid growth.

Engineering 252

Engineering Technology Technology Customer Experience 252

ECXO

MAY 16, 2024

Being customer-centric is not just a trendy phrase; it involves a deeper understanding of and alignment with customer needs, desires, and experiences. It means viewing the world through the customer’s eyes, making decisions that enhance their experiences, and never forgetting that customers ultimately define our success.

Touchpoint 69

Touchpoint Customer Journey Map Education CX 69

ECXO

APRIL 29, 2024

he European Customer Experience Organization (ECXO) is excited to announce our second episode of the series — Fast-Track CX ROI with 3 Levels of CX Improvement featuring our distinguished guest Lynn Hunsaker, CCO at ClearAction Continuum. Lynn Hunsaker led customer experience and marketing at Applied Materials & Sonoco.

CX 64

CX VOC Innovation Start-ups 64

Intercom, Inc.

JANUARY 16, 2020

Miro has made the move from product to platform. We hear how sharing the pain that your customers experience is key to understanding it. Can you give us a bit of background on yourself and your experience and how you came to found the company? Especially those who are in design, product management, etc.

Start-ups 249

Start-ups Engineering Sales Innovation 249

Inside Customer Service

MARCH 3, 2022

The president thought it was my job to stop the surge since I was the customer service manager. It was a miserable experience to get blamed for their failures. That experience happened over 20 years ago, but it's still fresh in my mind. Defective products sourced by merchandising. In reality, there wasn't much I could do.

Customer Service 190

Customer Service Customer Experience Start-ups Customer Feedback 190

SurveySensum

APRIL 16, 2024

From product managers and designers to developers and quality assurance testers, it involves cross-functional collaboration and clear communication to create great products that customers love. On the other hand, many software teams face difficulties in creating a productive teamwork environment. The result?

Construction 52

Construction Social Media Engineering Actionable Insights 52

DMG Consulting

MAY 15, 2024

Fixing WFM May 2024 The world and workforce have changed, and it’s time for companies to update their workforce management (WFM) solutions and best practices to better meet the expectations of today’s employees, especially Millennials and the rapidly up-and-coming Gen Z. This is particularly important for employees who work from home.

Contact Center 48

Contact Center Artificial Intelligence Sales 48

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. You probably also remember that no silver-bullet solution exists to a problematic Customer Experience. There are many heuristics.

Start-ups 78

Start-ups Customer Experience Sales 78

Intercom, Inc.

JANUARY 17, 2023

Designing a product is a balancing act. . This balance between opinionated design and flexibility is crucial for creating products that are both functional and appealing to users. . By striking the right balance between these two extremes, we design a product that’s both effective and user-friendly.

E-commerce 118

E-commerce Start-ups Education Customer Satisfaction 118

Totango

JANUARY 3, 2024

Allow us to reintroduce ourselves Totango is customer success software businesses can’t outgrow, providing unlimited scalability and unmatched time to value to help cross-functional enterprise teams drive productivity , retention , and expansion.

Business Growth 115

Business Growth Innovation AI Start-ups 115

Intercom, Inc.

OCTOBER 13, 2022

We’ve just wrapped up another edition of New at Intercom to share our fall 2022 product launch with everyone. Meet the five brand-new product innovations that will drive up customer engagement this fall – including our biggest messenger update yet. And if you ask us, the answer to these challenges is in-product communication.

Start-ups 118

Start-ups Machine Learning Engineering Customer Satisfaction 118

Intercom, Inc.

FEBRUARY 11, 2020

Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. 1: Focus on how your product helps. A commercial relationship is based on an exchange of value: the business provides a product or service, and the customer pays for it.

Scorecard 282

Scorecard B2B Business Growth Customer Relationship 282

Lumoa

APRIL 28, 2024

78% of customers have backed out of a purchase due to a poor customer experience (CX). More than 80% of business leaders see customer experience as a growing priority in 2024. That’s where customer experience platforms come in. The pressure is rising for businesses to step up their CX game.

Sentiment Analysis 83

Sentiment Analysis Compliance AI Social Media 83

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. This can directly lead to improved customer satisfaction, increased sales, and more repeat business.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction AI 53

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Continuous improvement: Organisations must continuously evaluate and improve their customer experience.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering Start-ups E-commerce Sales 225

ECXO

JUNE 11, 2023

CX design is no longer just about aesthetics. A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. Create a customer persona – creating a persona will help you tailor your messaging and design to meet the needs of your target audience.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Intercom, Inc.

SEPTEMBER 15, 2021

In this era of ever-increasing digital disruption and innovation, category design can be the ultimate business strategy for brands wishing to stand out from the crowd. The book aims to help companies apply category design to open new markets and create new demand. and the Making of IBM , and The Two-Second Advantage. Playing bigger.

Sports 205

Sports Start-ups CXM Innovation 205

Intercom, Inc.

APRIL 4, 2022

They shared industry trends, customer insights, and revealed some game-changing products that will transform your business. As well as these cutting-edge products, we’ve also launched some additional features and updates we’re excited to share with you today. Elevate your designs with multicolumn email layouts.

Gaming 118

Gaming Customer Feedback Customer Experience 118

ECXO

MAY 14, 2024

This new perspective emphasizes the importance of human connections, emotions, and experiences in every transaction, whether it’s between businesses or directly with consumers. H2H focuses on the emotional and relational aspects of business, advocating for empathy, authenticity, and personalized experiences in all exchanges.

B2C 52

B2C B2B Artificial Intelligence Non-Profits 52

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Sales 78

Sales Customer Experience 78

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Intercom, Inc.

JUNE 9, 2021

At the start of March last year, as the scale of the threat became more apparent, we realized we had to transition our in-person employee onboarding experience to a completely virtual program – within three days. It was also my first official week in the People Development Program Manager role, which certainly added to the challenge! .

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

AUGUST 22, 2019

I’m excited to be joined today by Intercom’s own Jonathon Colman, a senior designer who came to us by way of the Nature Conservancy, REI and five and a half years at Facebook, where he most recently worked as a UX Content Strategy Lead for Marketplace. At Intercom, we think content designers work best when they work deeply on a product.

Start-ups 209

Start-ups Engineering Entertainment Innovation 209

Beyond Philosophy

SEPTEMBER 17, 2020

It turns out, we like the look of Apple products’ boxes so much, many of us can’t bear to throw them out. It turns out that the use of color and package design, among other aesthetic elements, affects customer behavior more than you might think. . Townsend research indicated that the cover design did matter. .

Retail 163

Retail Customer Experience CX 163

TeamSupport

MAY 15, 2024

It's all about optimizing the customer experience and ensuring that interactions are as seamless as possible. One standout example in this arena is TeamSupport, a tool designed specifically to simplify complex processes for support agents and customers alike, making their workday more intuitive and quick.

Social Media 52

Social Media Engineering Customer Loyalty Customer Satisfaction 52

Totango

JUNE 21, 2023

We are thrilled to announce an exciting new product as part of our Composable Customer Success platform: Totango In-App ! To address this gap, we’re excited to announce the upcoming beta release of Totango In-App, a product designed to drive alignment and break down silos within organizations.

Customer Satisfaction 86

Customer Satisfaction Sales 86

Totango

DECEMBER 20, 2023

These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers. The onboarding experience was in-depth and thorough. I felt fully supported by the Totango implementation, data, and support teams.

Business Operations 111

Business Operations Customer Satisfaction Sales Customer Service 111

Customer Think

APRIL 23, 2021

A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it?

Engineering 130

Engineering Innovation Customer Experience 130