Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

NPS 109

NPS Net Promoter Score Construction Start-ups 109

Intercom, Inc.

JANUARY 28, 2021

Not to mention that, as a member of the Democratic Party, Amanda was the first Latina chief of staff in the history of the U.S. Ensuring programs have staying power and governments have the tools to maintain them is as important as creating the programs in the first place. Amanda Renteria is a firm believer in this idea.

Government 249

Government Start-ups Innovation Technology 249

Intercom, Inc.

APRIL 9, 2020

It’s the perfect storm that produces a swell of people who need to get in touch with customer support. In the midst of such a surge, it’s essential to get customers’ issues resolved quickly. Assisting both customers and support staff by offering predictive suggestions. But others might need more direct answers.

Healthcare 245

Healthcare Non-Profits Start-ups Technology 245

Customer Bliss

JUNE 22, 2020

These experts have all spent time enacting behaviors, either within their own companies or the companies of others, that consider the well-being of their employees, customers, and partners. And we soon discovered it wasn’t just about the customers, employees have to love these companies, too.

Construction 80

Construction Healthcare Innovation Customer Experience 80

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. To extend that conversation, I hosted Rich on our podcast.

Engineering 192

Engineering Technology Technology Start-ups 192

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. But there’s a better way now. Short on time?

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

Customer Bliss

JANUARY 4, 2019

Today’s podcast is the last replay featuring “best of” content from 2018. Thank you all for your support and for taking the time to listen to these podcasts. This was Alan’s first experience in a managerial position, but he was excited to take on the challenge, especially as it was his first patient facing role.

Hospitality 56

Hospitality Hospitality Healthcare Customer Experience 56

Intercom, Inc.

APRIL 26, 2018

Often, it’s the products that are first to mind. The products that create habits. I hosted Nir on our podcast to learn how to create healthy habits, how to avoid bad ones, what questions thoughtful product designers should be asking themselves, and much more. Advertisers don’t spend money for their health.

Start-ups 223

Start-ups Gaming Technology Technology 223

Intercom

JUNE 22, 2023

Recent developments in the field of AI have taken the world by storm, with huge implications for the customer service landscape. The result is The State of AI in Customer Service: 2023 report , where we dive into the top five trends transforming customer service. Short on time?

AI 59

AI Start-ups Technology Technology 59

Intercom

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

E-commerce 105

E-commerce Start-ups Customer Expectations Technology 105

Customer Bliss

MARCH 1, 2018

The essay had to describe what he expected the first 60 to 90 days on the job to look like. What did the first year look like? “My Alan had to work with nurses, doctors, care techs, and patients to define what patient experience is and how this can be achieved at the hospital. Essentially, creating a language.

Hospitality 61

Hospitality Hospitality Business Administration Healthcare 61

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Steven Van Belleghem

DECEMBER 9, 2019

All of these new digital and logistic possibilities increase the complexity for companies, but at the same time, they also create an unprecedented level of customer service. More and more customers expect companies to tackle these issues. Or even about offering an ultrapersonal and spectacular customer experience.

Customer Experience 52

Customer Experience Start-ups Customer Expectations AI 52

Intercom, Inc.

APRIL 15, 2021

And so naturally, he’s got some strong opinions about automation, AI, and how they can help you create better experiences for both potential and existing customers. Automation is a great way to improve your workflows and customer satisfaction, but only if it makes the customer journey easier.

AI 118

AI Start-ups B2B Predictive Analytics 118

Intercom, Inc.

MARCH 15, 2018

I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more. I hosted Will on our podcast, where we talked about how he keeps his team innovating, hiring generalists vs. specialists, managing in a high growth environment and more.

Engineering 214

Engineering Start-ups Innovation Outlook 214

Customer Bliss

SEPTEMBER 14, 2017

I’m up to Episode 68 on my customer experience podcast , and while I’ve shared lessons from my guests in the past , I haven’t done it recently. Growing Your Customer Base. First the executive team needed to be aligned and there needed to be some alignment re: the work. Where are you not as good?

Non-Profits 61

Non-Profits Start-ups Customer Acquisition Government 61

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Only by shipping new features quickly can we get proper feedback, learn from it, and iterate again and again to better serve our customers. If you enjoy our discussion, check out more episodes of our podcast.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Intercom, Inc.

AUGUST 15, 2018

I hosted Nick on the podcast, where we discussed the differences between management and leadership, fostering diversity in tech, and more. If you enjoy the conversation, check out more episodes of our podcast. For the first week, 90 percent of your job is listening to what matters to the people on your team.

Engineering 141

Engineering Gaming Start-ups Machine Learning 141

1 to 1

JUNE 13, 2013

Welcome to 1to1 Media — a multimedia resource for CRM and Customer Experience Professionals. Customer Strategy Trends. Customer Champions. Customer Experience. Customer Loyalty. Customer Service. Customer Strategy. Voice Of The Customer. 1to1 Videos & Podcasts. Watch podcasts.

Customer Satisfaction 40

Customer Satisfaction Social Media CRM Voice of the Customer 40