Intercom, Inc.

APRIL 14, 2022

I am delighted to share that our senior leadership team here at Intercom continues to grow. David Kingsley, who has joined Intercom as our first Chief People Officer. David’s hire as Chief People Officer follows several other recent additions to the company, including Declan Ivory and Laurie Borgen.

Real Estate 129

Real Estate B2B Customer Experience 129

Intercom, Inc.

OCTOBER 26, 2020

Our Chairman and Co-founder, Eoghan McCabe , sat down for a chat with Harry Stebbings on the Twenty Minute VC podcast to discuss his startup journey and the lessons he learned while building Intercom. Often, a product of our nurture and conditioning and the environment we grew up in and the experiences we had.

Innovation 211

Innovation Start-ups Engineering 211

TeamSupport

NOVEMBER 15, 2023

To add a personal touch, or when virtual tools do not result in a resolution, companies must still provide the option for customers to talk to a human. Companies need to know what their staffing needs are at any given time or season to effectively manage support demand. These new roles may require 5% to 15% of total support staff.

Engineering 105

Engineering Customer Satisfaction AI Technology 105

Totango

FEBRUARY 23, 2024

The first months in a leadership position are critical to setting the tone for your future with the organization. This is a subject that Totango’s Chief Marketing Officer (CMO) Karen Budell is well-versed in since she stepped into this role with the company. It’s so easy for us leaders to focus on our team. years on average.

Start-ups 97

Start-ups Business Growth Sales 97

Execs In The Know

MARCH 21, 2023

Marriott is the world’s largest hospitality company, with a powerful portfolio of 8,000+ hotels in 139 countries. based company. Here’s the thing: Companies don’t deliver customer experiences — people do. It’s a deeply held belief that remains the cornerstone of the company’s culture today.

Hospitality 97

Hospitality Hospitality Contact Center CX 97

Intercom, Inc.

AUGUST 4, 2020

I’m delighted to welcome Dan Griggs to Intercom as our CFO. He brings extensive financial and leadership experience that will help Intercom continue to scale and deliver on our mission to make internet business personal. As a company, we are at a pivotal moment in our journey. Dan Griggs, Intercom’s new CFO.

Finance 132

Finance Gaming Technology Technology 132

ECXO

NOVEMBER 19, 2023

Jan-Erik Baars will be our guest for the Executive live LinkedIn Session on November 29th Time: 1 pm CET / 12 pm (noon) GMT. Subscribe to this event here: [link] The session is a LinkedIn Live event, providing you with the opportunity to ask any questions related to our topic! Well, our upcoming in-person event! Stay tuned.

Actionable Insights 122

Actionable Insights NPS CX Customer Feedback 122

Uniphore

JANUARY 13, 2022

As part of our ongoing “Life at Uniphore” series, we interviewed Andrew Dahlkemper, Uniphore’s new Chief People Officer. 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. This is an exciting time.

AI 246

AI Start-ups Technology Technology 246

Uniphore

DECEMBER 6, 2021

Our Conversations That Matter podcast recently hosted an interview with author and futurist Jacob Morgan, who described the difference between good and bad leaders: “The two broad things that any leader does is make decisions and get people to move in the direction of that decision. For more details, review our privacy policy.

Contact Center 130

Contact Center Technology Technology AI 130

ECXO

MARCH 20, 2024

Natalie Petouhoff Subscribe directly on Linkedin: [link] The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff , a Global AI + Empathy Adviser.

AI 52

AI CX Retail Customer Service 52

Intercom, Inc.

APRIL 26, 2022

She was Google’s Chief People Officer and a member of Google’s executive leadership team for 4.5 She was previously on the board of L’Oreal , among other high-profile companies. It’s this broad set of experiences and insight that Eileen will bring to our Board of Directors, and we’re thrilled to welcome her to Intercom!

Healthcare 118

Healthcare AI Business Operations Technology 118

Intercom, Inc.

JUNE 9, 2021

We want to give our employees the best possible start to their Intercom careers. That used to mean welcoming them to the company in person but, like everyone, we’ve had to adapt to a new way of onboarding over the past year. Our remote onboarding program has come a long way since then. We all laughed. . They are: .

Gaming 253

Gaming Engineering Start-ups Sales 253

Intercom, Inc.

NOVEMBER 23, 2021

I’m excited to welcome three new senior leaders and a new Board Member to Intercom, to help deliver even more breakthrough value to our customers at an exciting moment for the company. Former Google Cloud and Salesforce leader Sanj Bhayro has joined the company as VP, EMEA Sales. Welcome Cheree McAlpine, General Counsel.

Legal 118

Legal Sales Technology Technology 118

Execs In The Know

DECEMBER 18, 2023

Leadership is an ever-evolving journey shaped by experiences, challenges, and the pursuit of growth. In our latest episode of The CX Leadership Exchange , we had the privilege to delve into the remarkable career trajectory of Jennifer Lee, President & CEO of Intradiem. Want to Be a Guest on The CX Leadership Exchange?

CX 52

CX Contact Center Innovation Customer Service 52

Execs In The Know

FEBRUARY 12, 2024

In the latest episode of The CX Leadership Exchange , we had the privilege of sitting down with Alvin Stokes, a seasoned leader who has navigated the evolving landscape of customer experience (CX) with grace and authenticity. Previously, he was the Chief Customer Contact Officer for the teledentistry company SmileDirectClub.

CX 52

CX Innovation Customer Experience Customer Service 52

Intercom, Inc.

OCTOBER 22, 2020

Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support. Today’s customers expect a more human experience from companies to fulfill their needs with speed and ease. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Shep Hyken

DECEMBER 3, 2021

In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Prior to my arrival at XGS, the company had trained its focus on the flooring space and had kicked off an ambitious growth phase. .

Net Promoter Score 126

Net Promoter Score Customer Experience Scorecard Transportation 126

Intercom, Inc.

MAY 18, 2021

There’s also been a major transformation in the way that companies and customers connect to one another – and as a direct result, providing world-class customer experiences has never been more important. Read the full study for more , or read on for some of our key takeaways. Get your copy of the thought leadership paper.

Customer Retention 210

Customer Retention Business Growth Customer Satisfaction Technology 210

ECXO

JUNE 11, 2023

The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow. It is always our pride and joy to bring a Smile to everyone we come in touch with. 
 This example is illustrative for what happens to many companies that set out to be customer centric. A simple smile can make a huge impact.”

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

Shep Hyken

OCTOBER 18, 2022

How Memories, Experiences, and Patterns Impact Leadership Style. Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life.

Customer Service 98

Customer Service Customer Experience 98

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

CXM 62

CXM Touchpoint Start-ups CX 62

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Here are some of our favorite takeaways from the conversation. Growing your customers into partners. Finding the right skillset.

Sales 177

Sales Start-ups Technology Technology 177

Intercom, Inc.

DECEMBER 21, 2021

And truth be told, our journey wasn’t the only one we learned from. With that in mind, before we welcome the new year and all the good things to come, we’ve gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode. Lessons learned on leadership with Karen Peacock and Leandra Fishman.

Engineering 118

Engineering Government B2C Start-ups 118

Intercom

FEBRUARY 15, 2024

The magical moments we create for our teammates and customers every day – by making people feel valued and heard or going the extra mile – can have a lasting impact. If you enjoy our discussion, check out more episodes of our podcast. (It is Disney, after all.) During his time working at Disney, Simon T.

Customer Service 52

Customer Service Customer Experience 52

Lumoa

OCTOBER 24, 2023

One surefire way to deliver happiness to customers is to create a culture of happiness within the company. It starts with recognizing that customers also have a hierarchy of needs in their dealings with a company. Exceeding Customer Needs to Achieve Happiness Our emotions do not exist in a vacuum.

Net Promoter Score 83

Net Promoter Score Customer Experience NPS Healthcare 83

Intercom, Inc.

APRIL 8, 2020

Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. As the situation escalated a few weeks ago we consulted our business continuity plans and thought hard about the challenges our business would face. New situation, new processes? What do we need to change?

Engineering 223

Engineering Start-ups 223

Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. Daniel Goleman’s work regarding Emotional Intelligence (EQ) has been an essential part of the leadership conversation since he published it years ago. So, what is EQ?

Customer Service 78

Customer Service Customer Relationship Customer Experience 78

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. Learn more about specific partnerships and integrations in our recent announcement. What our customers are saying With a trScore of 8.1 What our customers are saying With a trScore of 8.1

Outlook 112

Outlook Customer Satisfaction Customer Feedback Gaming 112

Steven Van Belleghem

SEPTEMBER 22, 2021

All too often, senior leaders are exposed to customers through PowerPoint presentations with statistical data, like “only 65% of our customers are happy”. They become a statistic, an almost abstract idea in the minds of leadership and that’s not how you involve them in investing in ways to make the customer happy.

Customer Experience 136

Customer Experience Innovation Customer Service 136

Fonolo

DECEMBER 6, 2022

This might look like taking an online course and learning to adapt your leadership style , researching new business models and processes, and honing communication skills with different stakeholders. . But let’s linger on leadership style. Revisit your leadership style and select professional goals to reach for every quarter.

Contact Center 142

Contact Center Net Promoter Score Customer Satisfaction Sales 142

Taylor Reach Group

AUGUST 13, 2021

Last spring when the Covid19 pandemic began, companies were forced to make many changes to how they operated. This was a learning experience for the center leadership, the company, and the agents. Our personal lives and work routines slowly adapted to a new norm. By Colin Taylor. So we were patient, and time passed.

Contact Center 170

Contact Center Start-ups Technology Technology 170

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. Companies that are putting in the work to enable this change are reaping the rewards. It’s simply become too loud.

Contact Center 271

Contact Center Non-Profits Technology Technology 271

Customer Think

DECEMBER 27, 2023

I also shared about how the company I worked for at the time went even further and banned the word “unfortunately” from our ticketing system. Company leadership felt […]

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59

Beyond Philosophy

MARCH 23, 2023

I got it from a book I read twenty-five years ago called The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. I was thinking about this because one of our listeners, Praveen Kumar, is in a pickle about his employee experience. Heskett, Earl Sasser, Jr.,

Sports 78

Sports Legal Start-ups Management Consulting 78

Intercom, Inc.

SEPTEMBER 1, 2021

That’s why some of Intercom’s first marketing hires were product marketers and why we’ve had a “seat at the table” from the early days of the company. . Product marketing looks different in every company, but one common trend is that many product marketing managers (PMMs) feel undervalued. This covers four general areas.

Start-ups 138

Start-ups Sales Gaming 138

Shep Hyken

DECEMBER 6, 2022

When we hire good people and train them to do what they are supposed to, they become empowered to make good decisions for the customers, fellow employees, and the company. The company’s leadership needs to be aligned with its customer experience goals. Without customers, there is no company. What is legal? .

Legal 104

Legal Healthcare Innovation Customer Experience 104

Beyond Philosophy

SEPTEMBER 4, 2021

If you are like most companies, you probably think that you put the customer at the center of everything you do. There are some critical things that the most customer centric companies do differently than the average company. Two of the most significant are People and Culture and Leadership. But do you?

Management Consulting 88

Management Consulting Customer Experience CX 88