Beyond Philosophy

AUGUST 10, 2020

How to Make Your Experience Easy and Gain Growth. I hear things like this when I go into an organization: “We want to delight customers at every moment of contact.” People many times do not want to be delighted; they want to be done already. As a general rule, customers want things easy. Key Takeaways.

Government 128

Government CX Customer Experience 128

Intercom, Inc.

MAY 5, 2020

Helping businesses connect with their customers is what we’ve been doing since the very beginning of Intercom, but we also believe that weaving better interconnections between businesses helps everyone succeed. Customization, for better or for worse, is a crucial attribute for platforms.”. Building a developer economy around Intercom.

Transportation 171

Transportation Engineering Machine Learning Customer Retention 171

Beyond Philosophy

MAY 28, 2021

Business relationships are a lot like customer relationships. However, there are some differences between managing Customer Experience in business-to-business (B2B) relationships and business-to-consumer (B2C). Today we will go through those differences with our 5 Rules for Managing Your Customer Experience in B2B relationships.

Customer Experience 155

Customer Experience B2B B2C Customer Relationship 155

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. Jeanne is one of the leading voices on customer-centric leadership. In fact, she wrote her first book, Chief Customer Officer , long before that type of role was even widely known. What will your legacy be? The lesson?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

NOVEMBER 4, 2021

Behind every feature launch, every blog post, every book, there they are — creative directors, copywriters, designers, illustrators, and animators with the sole mission to make modern communication between businesses and their customers feel a little bit more personal and human. It can create new business and increase brand value.

Start-ups 222

Start-ups B2B Customer Service 222

Uniphore

OCTOBER 4, 2021

This means modern businesses should not only keep customers happy but also exceed their expectations. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.” But importantly, it’s also critical to know what customers want and when they want it.

Customer Service 100

Customer Service AI Innovation Technology 100

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. If you enjoy our discussion, check out more episodes of our podcast.

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

JANUARY 16, 2020

In fact this is his first podcast appearance, so we were delighted late last year when he agreed to join us in the studio. In our discussion we unpack what this means for them as a company and for their customers. We hear how sharing the pain that your customers experience is key to understanding it.

Start-ups 249

Start-ups Engineering Sales Innovation 249

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. I’m really delighted to be on the podcast today.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom

SEPTEMBER 21, 2023

We may be in an era of technological disruption, but the age-old art of delighting customers remains an essential element of business success. The landscape of customer service is undergoing a massive paradigm shift. If you enjoy our discussion, check out more episodes of our podcast. I’m Liam Geraghty.

AI 52

AI Healthcare Technology Technology 52

Intercom, Inc.

AUGUST 15, 2019

But if these design leaders can seize the opportunity of having a seat at the table, they can assemble an interdisciplinary team that solves real customer problems, proves their worth, and ultimately changes the future of the company and the products it delivers. If you enjoy our conversation, check out more episodes of our podcast.

Start-ups 179

Start-ups Innovation Engineering Retail 179

Intercom, Inc.

JANUARY 14, 2021

When it comes to making something people want, Hubert Palan always does his homework. 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. The best way to know your customers is through feedback.

Engineering 225

Engineering Start-ups E-commerce Sales 225

Intercom, Inc.

MARCH 11, 2021

On the surface, B2B customer support issues might look quite different from those of B2C. But despite these differences, Farhan Virji , VP of Customer Happiness at Later , believes that there is actually quite a lot that B2B support teams can learn from their B2C colleagues. Great support is key for retention.

B2C 118

B2C B2B Social Media Start-ups 118

Intercom

MARCH 23, 2023

In today’s highly competitive market, meeting customer expectations is no longer enough to stand out from the crowd. For CX expert Jon Picoult , if you’re aspiring to satisfy your customers, you’re aspiring to mediocrity. Investing in the customer experience has a tangible ROI. And that’s exactly what you want to do.

CX 59

CX Customer Experience Retail Start-ups 59

Intercom, Inc.

NOVEMBER 7, 2019

Creating a new product category also creates a plethora of challenges – from spotting the right market niche to convincing customers that yours is a service they need. If people aren’t looking for your solution, you have to educate them about the problem your product solves. You’re currently the Head of Sales at Spendesk.

Finance 162

Finance Engineering Sales B2C 162

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates. From ballet to Chick-fil-A.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

SugarCRM

JANUARY 23, 2024

On this episode of the Fuel Growth podcast series, my co-host Lizzy and I got to sit down with Scott Hebert , Chief Revenue Officer of SYSPRO Americas. He demonstrates strong management skills with his commitment to prioritizing customer-centric and partner-centric approaches. You learn the industry, and then you rinse and repeat.

Sales 26

Sales CRM Construction Manufacturing 26

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Speak the customer’s language.

Start-ups 188

Start-ups Sales Engineering CRM 188

Customer Bliss

NOVEMBER 1, 2018

As a business leader, do you think about how your approach to hiring impacts your organization and customer experience? In my most recent Daily Dose vlog , I talk about how the employee experience affects your customers. Do You Live Your Values? The employees are ultimately happier, which creates happy customers.

Sports 70

Sports Start-ups Technology Technology 70

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. What has changed, however, is the underlying technology that powers these interactions and, ideally, makes them a lot smoother than the bygone days of toxic hold music. What makes a member ?

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

Customer Bliss

MARCH 29, 2016

Dear Mr. Friedman, As one of the architects of the customer experience for some great companies working to deliver customer service and delight, like you, I share your passion for getting it right for customers. This is the clearest path to customer-driven growth. It’s a major difference.

Customer Experience 0

Customer Experience Engineering Customer Service 0

Intercom

JANUARY 31, 2023

 In December, our Director of Machine Learning, Fergal Reid , and I sat down to chat about the launch of ChatGPT : the good, the bad, the promise, the hype. We sketched out a few AI-powered features we thought could be useful, went into production, and put a beta version in front of 160 customers. The ability of GPT-3.5

AI 64

AI Machine Learning Start-ups Gaming 64

Intercom, Inc.

APRIL 1, 2021

Last year, she joined us on a fascinating panel episode of Inside Intercom , where we talked about allyship, representation, and privilege. As Wikipedia turns 20 , Janeen wants to make sure its information is an accurate reflection of the world’s diversity. We have about 500 at Wiki, and we’re growing strong. Janeen: Wow!

Start-ups 223

Start-ups Non-Profits Healthcare Technology 223

Intercom

SEPTEMBER 23, 2021

Customer loyalty is the ultimate goal for anyone working in customer experience. And it’s not just about strong retention and recurring revenue, although that’s certainly a plus; it’s knowing the customer won’t quit you over a new competitor with better technology, lower prices, or even a more convenient service.

Start-ups 72

Start-ups Customer Service Net Promoter Score E-commerce 72

Intercom

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. In this episode, Bobby Stapleton , our own Director of Customer Support, sat down with Dan to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.

Start-ups 111

Start-ups AI Omnichannel Sales 111

Beyond Philosophy

APRIL 2, 2022

A common mistake organizations make with their experience is failing to understand customer expectations. This mistake will lead to customers feeling unhappy and disappointed—two emotions I guarantee won’t contribute to your customer-driven growth. Key Ideas to Improve your Customer Experience.

Construction 13

Construction Management Consulting Customer Expectations Customer Satisfaction 13

Beyond Philosophy

MARCH 19, 2019

Today, people appreciate good Customer Experience, but not enough to talk about it a lot. What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. It is a customer centric surprise that delights your customers.

CX 135

CX Innovation NPS Customer Loyalty 135

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

Intercom, Inc.

JUNE 6, 2019

Just this week, we announced a new group of apps that users can add to the Intercom Inbox to provide faster and deeper customer interactions. A predictive lead scoring tool for B2B SaaS companies, MadKudu’s strategy is all about integrating with other platforms – including Intercom – to link customer intelligence and customer engagement.

Start-ups 190

Start-ups Non-Profits Sales Engineering 190

Intercom, Inc.

AUGUST 26, 2021

A decade ago, a small group of friends — our co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee — realized that the impersonal, transactional way of doing online business just wasn’t cutting it for customers anymore. Intercom was born out of a desire to make internet business personal.

Start-ups 223

Start-ups Finance Customer Feedback Customer Expectations 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. What follows is a lightly edited transcript of the episode.

AI 59

AI Start-ups Technology Technology 59

Intercom, Inc.

MAY 28, 2020

Aircall, “ the phone system for modern business ,” goes far beyond the call centers of old by playing well with third-party integrations that allow companies to do everything from viewing customers’ history and call transcripts in their CRM to making or receiving calls directly within Intercom Messenger. Jonathan: Of course.

Government 186

Government Start-ups CRM Sales 186

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Which is why I decided to write this article about the 7 key elements that will get people talking about us!

NPS 77

NPS Net Promoter Score Social Media Start-ups 77

Intercom, Inc.

AUGUST 6, 2020

Our Director of Engineering Jordan Neill spoke with CEO Prashanth Chandrasekar , who took the reins at Stack Overflow in October 2019, about his vision for the community of builders he says are helping to write the script of the future. If you enjoy the conversation, check out more episodes of our podcast.

Engineering 143

Engineering Government Technology Technology 143

Intercom, Inc.

JANUARY 9, 2020

A few years ago, he joined Intercom co-founder Des Traynor on this podcast and set out the vision behind Center Centre. Our chat ranges from Jared’s advice on how to justify design’s value within your company to his perspective on why good design must be inclusive to people at all stages of life. Establishing “power skills”.

Start-ups 165

Start-ups Sports Finance Education 165

Intercom, Inc.

JANUARY 25, 2023

Although PLG is usually associated with free trials or freemium models, it’s a holistic strategy that goes beyond acquisition and can impact the entire customer lifecycle by digging into deeper parts of the funnel, tackling retention, expansion, and preventing the dreaded leaky bucket. Customers want to be self-sufficient.

B2B 118

B2B Customer Acquisition Start-ups Sales 118

Intercom, Inc.

OCTOBER 29, 2020

In this very special episode of Inside Intercom, I sat down with Des, our co-founder and Chief Strategy Officer, for a wide-ranging conversation about our respective journeys so far, our thoughts on Intercom through the years, and what the future holds. Here are a few quick takeaways: Focus on your customers. Short on time?

Start-ups 209

Start-ups Sports Engineering Artificial Intelligence 209