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.

JANUARY 18, 2023

” Chip Lay, Director of Product Strategy at Fullstory. Using a mix of qualitative and quantitative methods, such as session replays and A/B testing, provides a better context of what’s happening and can uncover new areas of research. You can use product analytics to discover new areas for research.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Intercom, Inc.

SEPTEMBER 3, 2020

Taking part in the panel are: Thomas Creighton de Farias – Senior Product Education Producer. Mathew Cropper – Senior Product Manager. Jen Murphy – Senior Product Researcher. That means everything from leveling up our teammate inbox experience to the evolution of our bots.

Customer Feedback 212

Customer Feedback Engineering Start-ups Voice of the Customer 212

Intercom, Inc.

AUGUST 13, 2020

This launch is a meaningful one for us because our Support team partnered hand in hand with the Product team to develop many of the features. These new features have supercharged our team’s efficiency while preserving our customer experience. Customizable Inbox views that help you track key conversations.

Engineering 211

Engineering Gaming Sales Customer Feedback 211

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

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Contact Center 59

Contact Center Artificial Intelligence AI Actionable Insights 59

Intercom, Inc.

MAY 22, 2018

In today’s data-driven world, the idea of using research to build great tech companies has gone from being buzzworthy to expected. User testing is now a must-do, thanks to the lean build-measure-learn mantra that has inspired modern product development. Role of exploratory research in product development.

Innovation 223

Innovation Net Promoter Score Customer Satisfaction Customer Feedback 223

DMG Consulting

MARCH 27, 2024

Additional flexibility includes more shift/swap options, new ways to bid for hours and time-off, and easy approaches to managing paid time off (PTO), voluntary time off (VTO), and overtime (OT). The 2024 Workforce Management for the Enterprise in the Digital Era report features 4 WFM vendors: Alvaria, Calabrio, NICE, and Verint.

Contact Center 59

Contact Center Artificial Intelligence Innovation AI 59

Sprinklr

JULY 29, 2021

In other words, customers are paying close attention to feedback about your products across a wide variety of digital channels and using that information to guide their decisions. But, many brands are not doing the same thing, even though these product insights are right there for the taking. Crisis management. Operations.

CXM 111

CXM Manufacturing Social Media Social Listening 111

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. Townsend researches visual processing and visual design’s effect on customer behavior. Townsend chose to study it because there was shockingly little academic research on it.

Retail 163

Retail Customer Experience CX 163

Intercom, Inc.

DECEMBER 22, 2022

We also earned 7 Momentum badges, awarded to products achieving the most positive movement over the last year. That authenticity is why these awards are so valuable, as Sara Rossio, Chief Product Officer at G2, explains. Maria M, Customer Success Manager, Mid-Market. Senior Product Manager, Small-Business.

Customer Service 118

Customer Service 118

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 111

B2B B2C Customer Experience Net Promoter Score 111

Intercom, Inc.

DECEMBER 21, 2021

You can’t always get what you quant: Bringing numbers to life through user research. Even more than a good pun, though, I love how customer research is embedded into the very fabric of how we build, market, and sell Intercom. If you’re at all interested in using customer research to drive key business decisions, this is a must-read.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. Professor Melumad had the same feelings going into the research. To me, this makes sense at an intuitive level.

Transportation 348

Transportation Technology Technology Social Media 348

MattsenKumar

MAY 7, 2024

Third-party vendors and service providers can manage client requests, policies, and brand voices for quality customer satisfaction. Businesses have introduced new customer service outsourcing strategies amidst the COVID-19 pandemic, resulting in changes to client and customer experiences. According to Statista Survey 2021 Reports, 16.7

Customer Satisfaction 52

Customer Satisfaction Contact Center Customer Service CRM 52

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). A consulting firm mentioned in the introduction, Forrester , coined a third term: customer feedback management (CFM). Market Research vs. VoC.

VOC 210

VOC CEM CX Customer Feedback 210

Shep Hyken

SEPTEMBER 3, 2021

This week we feature an article by Apira Giriharan, a Marketing Manager from Blackchair with extensive knowledge of all matters related to CX solutions. She writes about how contact center agents can maximize productivity and provide a better customer experience. What is a CX management platform?

Customer Experience Management 129

Customer Experience Management Contact Center Customer Experience Engineering 129

SurveySensum

MARCH 15, 2024

Picture this : Company A and Company B both launched a similar type of product which makes them competitors. They both launched their products around the same time but only Company B received more downloads and positive feedback. So, let’s scroll down and get a sneak peek into these must-know market research tools of 2024.

Text Analytics 52

Text Analytics NPS Outlook CX 52

Beyond Philosophy

MARCH 21, 2024

Even the most well-managed companies will have things go wrong. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process. I always looked at customer complaints as a form of free market research. Organizations should consider what they do with this free market research.

Customer Relationship 78

Customer Relationship Start-ups Engineering Education 78

TeamSupport

JUNE 29, 2023

Companies must grasp, understand, and manage customer expectations effectively in order to deliver experiences that meet or exceed them. When your customers are happy , they tend to pay more money for your products and services, creating a sense of loyalty.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

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. Being open helps us to better understand you and your experience just as much as it helps you understand us, our expectations, and what we can offer you.

Engineering 290

Engineering Gaming 290

Intercom, Inc.

FEBRUARY 16, 2021

So whether its originality of thought or artistic brilliance, the sheer scale of visual and conceptual input we experience on a daily basis can blur the lines between where your idea ends and mine begins. You can’t conjure these bricks from thin air, they’re accumulated through different experiences and influences”. Not convinced?

Start-ups 283

Start-ups Transportation Innovation Technology 283

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. Every so often, we love to take a look at Intercom’s product principles with the brand editor, Niamh O’Connor.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

DMG Consulting

NOVEMBER 7, 2023

It also spotlights how workforce engagement management (WEM) components of contact center as a service (CCaaS) platforms provide essential solutions to meet escalating customer demands and engage and retain today’s workforce. The Report provides a detailed analysis of vendors, products, functional capabilities, and pricing.

Contact Center 59

Contact Center Artificial Intelligence Machine Learning AI 59

Lumoa

JANUARY 8, 2024

This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Whether it’s a tweet, a customer email, or a product review, text analysis software digs in, using Natural Language Processing (NLP) to identify key phrases and customer sentiments.

Sentiment Analysis 157

Sentiment Analysis Text Analytics Machine Learning ML 157

Steven Van Belleghem

SEPTEMBER 24, 2023

He wanted to learn what the real customer experience was like and that really turned out to be an eye-opening adventure for him. As you may suspect, in many cases, the experience of staying in these places turned out great, even flawless, just as he was promised. But in 10% of the cases, he was truly disappointed.

Customer Experience 109

Customer Experience 109

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. These insights can then guide and inform how you approach business objectives like: Customer experience improvements.

B2B 118

B2B Customer Feedback Start-ups B2C 118

ECXO

JUNE 11, 2023

A maturity driven by hyper personalisation, empathetic human relationships and intuitive digital experiences – all accelerated by the pandemic. There’s little to differentiate from others on price and product alone. Investing in experience design is essential for any company looking to drive customer-led growth.

B2B 130

B2B B2C Touchpoint Actionable Insights 130

Sprinklr

SEPTEMBER 9, 2021

Improve your customers’ experiences. Brands need to know what their customers are saying about their products, services, and messaging to communicate with them in a meaningful way. Analyze trends to identify potential problems or areas to improve messaging or products. Conduct competitive research and benchmarking.

Social Listening 110

Social Listening AI Social Media CXM 110

The Customer Service Blog

APRIL 2, 2024

But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot of help from hired managers and business executives!!) This was after experimenting with her own home-made natural products created on her kitchen table.

Social Media 52

Social Media Retail Innovation Start-ups 52

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Identify the Company’s Goals 2.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

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

Zendesk

DECEMBER 15, 2023

What is a workforce manager? A workforce manager is a professional responsible for optimizing the performance and productivity of a company’s workforce. Overall, workforce managers seek to get the most out of employees and processes to ensure businesses can meet and exceed their goals.

Business Administration 52

Business Administration Finance Healthcare Compliance 52

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

DMG Consulting

SEPTEMBER 12, 2023

The Report analyzes the emerging real-time guidance (RTG) market, vendors, and products and explores the increasing importance, value, and benefits of RTG and its ability to enhance the customer and employee experience (CX and EX).

Contact Center 48

Contact Center Artificial Intelligence AI Innovation 48

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? From enhancing customer support experiences to predicting market trends, AI empowers businesses across industries to make data-driven decisions that resonate with their audience.

Sentiment Analysis 83

Sentiment Analysis AI Machine Learning Social Media 83

Zendesk

AUGUST 22, 2023

Your business’s success depends on your ability to create a product or service that satisfies its target market, also known as product-market fit. In today’s highly competitive market, having a great product may not be enough. Businesses also need to deliver a great experience if they want to impress customers.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52