Execs In The Know

MARCH 13, 2023

The pandemic essentially left us with a three-year window of deep effort and investment into innovative and long-overdue digital projects. For every digital project that was designed to create an exceptional customer and user experience, there’s a good chance there’s a relatively unconsidered employee experience on the backside.

Touchpoint 52

Touchpoint CX Innovation Start-ups 52

Logicalware

AUGUST 12, 2021

GC Business Finance is an alternative finance provider that specialises in start-up loans for entrepreneurs. GC Business Finance processes around 700 debit card payments every month. GC Business Finance use Puzzel’s omnichannel contact centre solution to manage their customer interactions. The compliance challenge.

Finance 97

Finance Compliance E-commerce Government 97

Logicalware

FEBRUARY 3, 2023

Rob joined Puzzel back in March 2022 and is responsible for all business systems, including Salesforce. Coming up with creative solutions to business problems. I am fortunate to work with pretty much every department within the business. I was in technical support and started managing a project using Jira.

Invoicing 52

Invoicing Finance Start-ups Sales 52

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Key because it leads to long-term business success. It leads to improved risk management and brand reputation.

Customer Experience 121

Customer Experience Government CX Customer Loyalty 121

Intercom, Inc.

MARCH 11, 2021

Working with both individuals and businesses, the team at Later needs to implement tactics from B2C and B2B to ensure they’re always providing the best experience for their users. Businesses are quick to invest resources in acquiring more and more new customers, but that’s not necessarily the best approach.

B2C 118

B2C B2B Social Media Start-ups 118

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Read on for my own thoughts and perspectives on what should be a top company objective which results in proven business success. . It should not be treated as just another project but as a long-term company top 3 objective.

CRM 77

CRM Sales Customer Retention Start-ups 77

SurveySensum

AUGUST 25, 2023

Strangely, it’s often overlooked in businesses where employees interact a lot with customers. Gauging Employee Feedback: Real-time Insights Think of your business as a journey to success. Enhanced rapport between staff and customers elevates satisfaction, leading to lasting business success.

Business Growth 52

Business Growth Customer Satisfaction Social Media Retail 52

Intercom, Inc.

MAY 4, 2018

When we’re all busy building new features, meeting deadlines and navigating general day-to-day madness, career conversations can give your team a much-needed opportunity to pause and reflect on the things that give them the most satisfaction. Your instincts tell you nothing good is going to come out of this conversation.

Engineering 223

Engineering Start-ups Compliance 223

Zendesk

MARCH 23, 2023

Zapier is still a no-code platform designed to help connect the many tools and workflows supporting businesses. Companies did build their own integrations–maybe the top three requests from customers–but no one could build one for every business tool that was coming down the pike, Knoop recalls.

Engineering 52

Engineering Technology Technology 52

Intercom, Inc.

JUNE 21, 2018

How can you capture, qualify and convert the right leads for your business while working within your means? I thought it could turn into a big business and they needed a sales guy. I learned a ton from growing this business: about sales, about marketing, about how to run a company, and it’s been a lot of fun.

Sales 183

Sales Start-ups Finance Education 183

Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. Even if you are acquiring customers for $10, if they only stick around for a month or two, you won’t build a lasting business. Customer retention is the rate at which your business can keep its paying customers over a given period of time. But email is.

Customer Retention 199

Customer Retention Education Start-ups Customer Loyalty 199

Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. At least, that’s Annette Franz ‘ s two cents on the matter.

Customer Experience 211

Customer Experience CX Start-ups Close the Loop 211

Zendesk

MARCH 29, 2023

“By combining our passion for justice with cutting-edge technological innovation, we can create a future that is more equitable and just for all.” The Mom Project: Upskilling women of color As many as 2 million women —particularly mothers with young children—left their jobs or downshifted their careers during the global pandemic.

Government 98

Government Start-ups Education Technology 98

Intercom, Inc.

DECEMBER 21, 2021

“We have accelerated through many years of progress as if we’re living in a time-lapse” Business is increasingly conducted online, and customer communications are undergoing a massive transformation as customer expectations change. The Ultimate Customer Support Tech Stack for 2022.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

AUGUST 21, 2019

Online marketing content has long been dominated by brands creating product descriptions, how-to guides, branded articles, and blog posts to promote their business. Let’s imagine you have a project management tool. To find potential sites, you could search for the following terms: Project management tools. Just “Google it”.

Start-ups 172

Start-ups Customer Acquisition B2B Business Operations 172

Customer Bliss

JANUARY 28, 2021

Your team doesn’t grow with passiveness; your team thrives with palpable passion. If I could leave the business world and every CX leader with one idea, it would be the phrase, “Delegate, empower, illuminate.” Creating harmony between unparalleled consumer experiences, and operational strategies is where Donald’s passion lies!

CX 101

CX Touchpoint Engineering Technology 101

Intercom

JANUARY 11, 2024

Customer service teams need a data-driven approach to work with product in prioritizing what makes sense for the business and delivers value for the target. What inspired your passion for this field, and how has it shaped your career? But some customers don’t need hand-holding if you leverage automation for proactive care.

Customer Service 86

Customer Service CX AI Start-ups 86

Intercom, Inc.

DECEMBER 19, 2018

Bots have the potential to deliver radical efficiencies and help businesses meet consumer expectations. In the face of this technology, businesses have three options – ignore it, see adoption as a box-ticking exercise or embrace it and think long-term. Yao Choong, Director, Business Operations. And the distance is necessary.”

Engineering 150

Engineering Start-ups Gaming Sales 150

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? In this article, we’ll share with you the importance of customer feedback for product development and business innovation. The Importance of Customer Feedback for Product Development and Business Innovation First things first, what is customer feedback?

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

SurveySensum

JANUARY 16, 2024

Looking to develop new products and kick your business up a notch ? In this article, we’ll share with you the importance of customer feedback for product development and business innovation. The Importance of Customer Feedback for Product Development and Business Innovation First things first, what is customer feedback?

Innovation 52

Innovation Non-Profits Social Media Customer Feedback 52

Zendesk

AUGUST 27, 2021

An “extreme” mindset meets at the intersection of passion and skill. While the media has a tendency to celebrate disruptive business leaders, successful organizations must rely on a diversity of personalities, perspectives, and skillsets to see success. Here are some of our key takeaways: Strategies for staying at the top of your game.

CX 52

CX Gaming Sports Customer Service 52

CommBox

APRIL 19, 2022

So, there you have it – if you want your business to succeed, you need to create a customer journey map! Customers are crucial to your business and the reason for your business continuation. An internal company project or analysis reveals any problem that needs attention. . © Dreamstime.com. The Scenario .

Customer Journey Map 105

Customer Journey Map Invoicing Start-ups Touchpoint 105

Zendesk

APRIL 21, 2021

Individual participants are empowered to make a difference on a small area of land, inspiring hope for a global project of rejuvenation. —Carter Roberts – President & CEO, World Wildlife Fund. Ultimately, ERC’s goal is to develop the site into a knowledge exchange, shared and used by environmental organizations across the globe.

Government 98

Government Education Innovation Technology 98

Customer Bliss

DECEMBER 12, 2017

Isabella stated that by understanding the CEO’s appetite for speed and investment, she was able to take this momentous transformation and break it down into smaller tasks and projects with people who had passion and advocacy. Start to look for signature projects; the website revamp was a big one. Click To Tweet.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Intercom, Inc.

JANUARY 14, 2021

Then, I really wanted to go to Silicon Valley, so I applied for business school here in Berkeley. I got an MBA and tried several startups – some failures under my belt there – and then ended up at a company in the business intelligence space called GoodData. That was the business part. What was that shift for you?

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

APRIL 1, 2021

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. You need to think about what the hiring team looks like, the place you’re hiring from.

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

CX Journey

NOVEMBER 15, 2016

Ingrid advises that if you correlate the projects you're trying to fund to the profit of the company, i.e., using math, not passion, then people will listen. Customer experience leaders don't need to drive the actual projects This is a big mistake. Any new project or effort is a chance to do things right for the customer.

CX Transformation 71

CX Transformation CX Start-ups Customer Experience 71

Intercom, Inc.

JUNE 23, 2022

That’s why, for the past five years, Amanda Malko has been thinking about how marketplaces change the way people buy software, helping B2B SaaS businesses find reputable software that can help them grow their business. In my second stage, I joined a SaaS business and an agency. Two years in, we got acquired by Microsoft.

B2B 118

B2B Education Start-ups Agriculture 118

Intercom, Inc.

AUGUST 18, 2022

There’s project management, mentorship and teaching, decision-making, relationship-building, and the value you bring to the company is no longer measured by the quality of the lines of your code but rather by driving the engineering org forward. But going into staff plus roles is another beast entirely. How are you going to get there?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Zendesk

SEPTEMBER 22, 2022

I think this people-first mindset says a lot about your company, and I find the prospect of working for a business that values relationships and open communication very exciting. Project management : I sent work orders to the operations team and assisted with prioritizing urgent tasks to reduce delays and ensure 100% customer satisfaction.

Customer Service 52

Customer Service Social Media Business Administration Customer Satisfaction 52

Customer Bliss

APRIL 12, 2019

Monica shares that this system was the core of TECO’s customer services and a project of this magnitude requires about a 12-18 month stabilization period, so she was essentially leading CX for a company that was going to be operating as a new organization. Monica says: “Find your passion first. And that was so impressive.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Intercom, Inc.

AUGUST 15, 2018

The biggest project I’m working on is the website redesign, but I also created a machine-learning data science, data engineering organization, and an ad platform. That project led to my first cross-functional team. Before that, I was a general manager at Microsoft. I got into engineering through my father.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

Intercom, Inc.

JULY 18, 2019

A developer program is a long-term investment that you’re betting your business on. I had the opportunity to start and lead an open-source project at the Eclipse Foundation, interestingly enough, around systems management. This is transforming, fundamentally, every business in the world. Well, that’s true.

Start-ups 110

Start-ups Innovation Technology Technology 110

Steven Van Belleghem

NOVEMBER 28, 2023

It starts with hiring passionate, enthusiastic, empathetic people and training them to stimulate that people-oriented CX “muscle” with customer-centric onboarding programs. Khan Academy, for instance, recently introduced Khanmigo, an AI-powered learning companion that helps student with personalized tutoring, lesson planning, and more.

CX 62

CX Customer Experience Entertainment Gaming 62

Intercom, Inc.

MARCH 25, 2021

She’s been coaching business leaders for over 30 years, helping them build more customer-centric initiatives and create long-lasting, memorable relationships with their customers. For businesses to grow, they must rise above the constant stream of issues and deflection strategies and shift to a proactive CX approach. The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Callminer

OCTOBER 3, 2019

“In the book, The Pursuit of Social Business Excellence , which I co-authored with colleague Brad Martin, we talk about the six critical elements to social business success: Culture, People, Strategy, Process, Structure, and Technology. Twitter: @ValaAfshar. . .” – Vala Afshar, The Importance of Social Business Skills , Inc.;

Customer Service 186

Customer Service Construction Social Media Innovation 186

SugarCRM

JANUARY 25, 2024

The Customer of the Year award celebrates customers who have cultivated a lasting partnership with SugarCRM by achieving significant business impact using the platform and engaging with the Sugar ecosystem and SugarClub in the journey to reduce manual processes and make the hard things easier for their business and their customers.

Real Estate 29

Real Estate Transportation CRM Sales 29