Intercom, Inc.

APRIL 8, 2021

When he started the company with his partner about 10 years ago, the healthcare industry felt like it was still stuck in the past, technologically speaking. Joel and his partner saw that there was an opportunity, and they quickly jumped on it. If you enjoy our discussion, check out more episodes of our podcast.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211

Intercom, Inc.

JANUARY 31, 2022

We are delighted to share that we are officially launching our new program for fast-growing, venture-backed startups. We’re working with venture capital, accelerator, incubator, and technology partners to help founders bring the best communication experience to their customers.

Start-ups 118

Start-ups Innovation Technology Technology 118

Totango

APRIL 9, 2024

Our CS and sales experts say, “Neither.” Chris Dishman , SVP of Customer Success for Totango & Catalyst, hosted a roundtable discussion with industry leaders, including Rashmi Chari , Head of Global Customer Success for ThousandEyes, Kevin McIntyre , Chief Revenue Officer for Dealfront, and Madelyn DePrey , VP of Customer Success for Aircall.

Sales 106

Sales Business Growth Innovation AI 106

Intercom, Inc.

JUNE 9, 2020

Authors Kevin Sneader and Shubham Singhal suggested that companies plan their next actions across the “five horizons” of resolve, resilience, return, reimagination, and reform, as seen here: The first priority for leaders during a crisis is to address immediate needs of their employees and customers.

B2B 197

B2B E-commerce Legal Customer Retention 197

Logicalware

MARCH 20, 2024

Many companies have realised the benefits of allowing their employees to work from anywhere, anytime, and with any device. That’s why we are thrilled to share that we’ve been recognised at the Flexa 100 Awards Ceremony , securing the 25 th spot overall among all the companies that Flexa partners with. So, why does it matter?

52

52

Intercom, Inc.

OCTOBER 25, 2021

The Intercom team is looking forward to showcasing our latest features and improvements to the world’s leading Business Messenger and powerful customer support product. Our leading customer communication platform is used by the most innovative companies worldwide, such as Unity, Spendesk, (add approved customer logos in here).

Innovation 198

Innovation Customer Relationship 198

Beyond Philosophy

JULY 13, 2021

When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility. However, the trampoline company did not take responsibility when things went wrong.

Customer Experience 167

Customer Experience Retail Start-ups Engineering 167

Lumoa

APRIL 3, 2023

We are thrilled to announce our new partner: B2B Customer Experience Agency. We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX.

B2B 83

B2B Customer Experience Voice of the Customer Government 83

Beyond Philosophy

MARCH 29, 2024

However, his ghosting experience didn’t come from a romantic partner but a professional one. Job candidates get ghosted by companies during interviews, and vice versa. Despite these changes, we should keep our communication personalized and well-researched. Colin has been ghosted. Take LinkedIn, for instance.

Technology 88

Technology Technology CX 88

Experience Investigators

MARCH 5, 2024

Every person at your company plays a role in shaping the customer experience, regardless of whether “customer experience” is in their job description. And you can partner with HR to reinforce CX at every step of the employee journey. You can use our free employee journey mapping template for a step-by-step walkthrough.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Customer Think

JANUARY 16, 2024

Like many B2B marketing agencies, even though we’re a professional services business and don’t sell or re-sell technology, our firm gets marketed to regularly by companies looking to recruit us as a channel partner.

B2B 69

B2B Technology Technology 69

Inside Customer Service

NOVEMBER 9, 2023

A customer calls your company for service. I partnered with Balto , a contact agent support software provider, to test this metric by analyzing aggregated data from over 29,000 de-identified customer service phone calls made to a home improvement company. After the call, they get an email asking them to complete a survey.

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

Logicalware

DECEMBER 18, 2023

Our team of dedicated Puzzelers, from developers to controllers, were at the forefront of the ever-evolving landscape of AI technologies and solutions, delivering stellar products, staying innovative and embracing change. Check out our newest products and features here. NPS is a measure of customer loyalty and ranges from -100 to 100.

Net Promoter Score 52

Net Promoter Score AI Artificial Intelligence NPS 52

Uniphore

DECEMBER 27, 2021

In a recent webinar , Suhail Nair, Executive Director of Partner Relationships for Uniphore, discussed this topic with Lawrence Sathiaraj, Global Delivery Head for Tech Mahindra, a leading provider of digital transformation, consulting and business re-engineering solutions that has partnered with Uniphore.

Manufacturing 211

Manufacturing AI Engineering Technology 211

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. product marketing team.

Start-ups 138

Start-ups Sales Gaming 138

Totango

NOVEMBER 10, 2023

Here are the hottest takeaways from the discussion—and, in our opinion, probably worth considering as we work towards the next generation of customer success. Broker strong C-suite partners (especially with the CFO) Here’s the reality: growth is hard; acquisition is expensive; retention is a cross-functional effort.

Customer Journey Map 97

Customer Journey Map Construction Touchpoint B2B 97

Totango

NOVEMBER 8, 2023

We have been able to automate monthly usage summaries for clients and improve our health scoring. We partner with a variety of vendors across categories to provide our customers with a broad ecosystem of solutions based on demand. Check out our full list of technology partners or request a new integration.

Finance 91

Finance Customer Retention Sales Technology 91

Intercom, Inc.

JUNE 22, 2020

At InterProud, our employee group for our LGBTI+ employees and allies, we were hoping to build on the success of last year’s celebrations and events , where we partnered with BeLonG To Youth Services , a charity that does incredible work to support LGBTI+ youth in Ireland.

Education 223

Education 223

TeamSupport

MARCH 11, 2024

AI is here to make our jobs easier and our workdays more efficient. Proactive support, where companies anticipate and address issues before they happen, is set to become more common. Ticketing System: Our ticketing system ensures that no customer query goes unanswered.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

TeamSupport

MARCH 11, 2024

AI is here to make our jobs easier and our workdays more efficient. Proactive support, where companies anticipate and address issues before they happen, is set to become more common. Ticketing System: Our ticketing system ensures that no customer query goes unanswered.

Artificial Intelligence 52

Artificial Intelligence Social Media Omnichannel Customer Satisfaction 52

Intercom, Inc.

JUNE 15, 2022

Software engineering will play a crucial role in the future of business, society, and even our planet. We foster belonging at Intercom by celebrating our differences, and we are committed to building diverse teams. Diverse teams are repeatedly proven to be more innovative, productive, and happier.”. Investing in education.

Engineering 104

Engineering Education Innovation Technology 104

Zendesk

OCTOBER 19, 2021

Companies of all sizes want to increase revenue. Most companies choose the second option to save time, cut costs, and expand their market. Most companies choose the second option to save time, cut costs, and expand their market. Independent retailers: An independent business not tied to a parent company. Example: CVS.

Sales 98

Sales Outlook Real Estate Retail 98

Execs In The Know

MARCH 16, 2023

As part of the company that pioneered TV streaming, Mark’s customer care organization understands innovation and the importance of “outside-in” thinking to simplify the experience and deliver value to its viewers. In fact, Roku was recently recognized as one of Fast Company’s top 10 most innovative companies in North America.

Contact Center 97

Contact Center Innovation AI Technology 97

Comm100

NOVEMBER 15, 2022

Many consumers still prefer to call companies for support, particularly when the issue is complex or urgent. To meet their customers’ needs, CCaaS providers are partnering with digital communication platforms to add digital omnichannel capabilities to their product offering. Telephone support simply can’t meet these expectations.

Omnichannel 80

Omnichannel Social Media Customer Retention Customer Service 80

Logicalware

DECEMBER 21, 2021

As 2021 draws to a close, I want to take this opportunity to thank our customers, employees, and partners for a remarkable year. At Puzzel, our mission is to enable brands to deliver exceptional experiences for their clients by combining people and technology, and this year you did exactly that. A year of growth.

AI 98

AI Technology Technology Innovation 98

Zendesk

MAY 20, 2022

It was fabulous to return to the stage, both digital and actual, for our flagship event. For our first hybrid event, it was wonderful to bring an intimate group of customers and partners together for viewing parties in both San Francisco and London. Read more about all our product announcements.)

Start-ups 98

Start-ups Sales Engineering CRM 98

Intercom, Inc.

AUGUST 25, 2020

This rhythmic exchange is deeply hardwired into our social neurophysiology, as call-and-response bonding in animals is likely hundreds of millions years old. And as humans, we carry our hardwired back-and-forth expectations into our interactions with computers. We’re in dialogue about [explicit or implicit user signal].

Legal 290

Legal Start-ups Engineering AI 290

Taylor Reach Group

JUNE 20, 2023

We are excited to announce the merger of SKWeston & Company (SKW) and the Taylor Reach Group (TRG), and the acquisition of this merged company by Jerry Briggs. SKWeston & Company is a global business process outsourcing (BPO) consulting and professional services company.

Contact Center 62

Contact Center CX Business Growth Customer Service 62

Zendesk

DECEMBER 15, 2023

Since starting the company, Sela has raised over $125 million in funding and gone on to partner with restaurants in 3,000+ cities and all 50 states, forming the nation’s largest community of independent pizzerias. The founder aimed to enable independent pizzerias to go digital and decided to bootstrap the company.

Innovation 52

Innovation Sales Technology Technology 52

Execs In The Know

JANUARY 8, 2023

As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore. The questions they are asking their partners are: What level of partnership are you bringing?

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Execs In The Know

JUNE 7, 2023

Key CX Outsourcing Considerations In a recent discussion with our community of CX leaders, they shared their insights and concerns regarding CX outsourcing. CX leaders stress the significance of driving the right customer experience with outsourcing partners and viewing cost as the price of admission. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

ECXO

AUGUST 9, 2023

The way to stand out is by becoming a value-adding partner, building affinity and becoming a trusted partner and advisor. This means ensuring that your PS and consulting should be strictly aligned with your experience management approach – as part of your company culture. Delivering a project on time and to budget is expected.

Touchpoint 98

Touchpoint CX Innovation Start-ups 98

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.

Sales 177

Sales Start-ups Technology Technology 177

Totango

NOVEMBER 14, 2023

As businesses expand and customer success becomes increasingly important, companies must find ways to scale their customer relationships and strengthen connections. This partnership makes nurturing, engaging, and extending the value of those communities easier for our Totango and Higher Logic Vanilla businesses and more efficient.

Customer Relationship 94

Customer Relationship Actionable Insights Customer Relationship Management Start-ups 94

Logicalware

SEPTEMBER 23, 2021

The new system had erroneously created incorrect mailings of magazines and incorrect billing of customers, which resulted in a significant increase in customer service cases received by the company. Together with the company’s Commercial Director, a new goal was set: to be the best in Sweden. And they invested in modern technology. “We

Technology 98

Technology Technology Customer Service Sales 98

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

Shep Hyken

SEPTEMBER 28, 2021

Companies have the opportunity to enhance their overall customer experience during tough times. Ask your customers the question, “What’s missing from our current solution?” They expect support from the brands that they choose to partner with.” How do you turn customers into partners?

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128