Intercom

JANUARY 11, 2024

A profound transformation is underway in customer service. Beyond the buzz of AI and having to manage teams through organizational restructuring and the evolving notion of support, CX leaders are also facing increasing customer expectations, dealing with the complexities of layoffs, and the ubiquitous task of doing more with less.

Customer Service 86

Customer Service CX AI Start-ups 86

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. AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

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

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Let’s break it down a bit more, starting by defining science.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. As always, the world will emerge from this.

E-commerce 200

E-commerce Hospitality Hospitality Healthcare 200

Intercom, Inc.

JANUARY 12, 2022

Unless you’re looking at the data to understand why your customers are using your products, avoid making decisions based on your expectations of their motivations. When in doubt, start poking around with some basic product assumptions and go from there. If you enjoy our discussion, check out more episodes of our podcast.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Customer Bliss

MARCH 28, 2018

If you’re leading customer experience work within an organization, one of the keys to success is to listen to others. The CX leaders who have been guests on my podcast, always stress the importance of maintaining relationships with internal and external stakeholders in order to advance the work.

B2B 68

B2B CX Net Promoter Score Start-ups 68

Intercom, Inc.

JUNE 23, 2022

Software buying is undergoing a transformation, as is the case with many industries in the post-pandemic market. The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs.

B2B 118

B2B Education Start-ups Agriculture 118

1 to 1

JANUARY 10, 2024

That’s how “CBS News Sunday Morning” host Jane Pauley opened this week’s segment that covered how AI is impacting customer service in contact centers. The associates believe they hold the power to pull a 180, to solve problems, and end a call with resolution that transforms a customer into a cheerful, grateful being.

Contact Center 26

Contact Center AI Healthcare Education 26

Customer Bliss

JANUARY 11, 2018

As we start off 2018 with the focus of continuously improving customer experience work, talking about the role of the Chief Customer Officer (CCO) is a great place to start. In order for your customer experience process to be sustainable and drive long-term transformation, it needs to be based on a company-unifying framework.

Customer Experience 67

Customer Experience Scorecard Engineering Start-ups 67

Intercom, Inc.

AUGUST 15, 2019

If an organization’s founders aren’t designers and don’t come from a background where well-designed products played a key role in their lives, it can often be the last discipline to be brought onboard the team. Here are five quick takeaways: You must establish deep empathy for the customer. Short on time? Focus on outcomes over output.

Start-ups 179

Start-ups Innovation Engineering Retail 179

SugarCRM

MARCH 5, 2024

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with Jim Ward , founder, and CEO of BrainSell , the growth enablement company helping other companies of all shapes and sizes across North America crush their goals with business consulting, and technology solutions since their founding in 1994.

Sales 26

Sales CRM Finance Innovation 26

SugarCRM

MARCH 5, 2024

On this episode of the Fuel Growth podcast series, my co-host Clint and I got to sit down with Jim Ward , founder, and CEO of BrainSell , the growth enablement company helping other companies of all shapes and sizes across North America crush their goals with business consulting, and technology solutions since their founding in 1994.

Sales 26

Sales CRM Finance Innovation 26

ProProfs

FEBRUARY 15, 2022

This post looks at 10 such eLearning development companies that you can partner with to strengthen and transform your online learning experience. Custom Training & Learning Solutions. Partner in Digital Transformation. End-to-End eLearning Products & Services. Custom eLearning. Customer Success Team.

Non-Profits 52

Non-Profits Start-ups Innovation Artificial Intelligence 52

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. 6 Ways to Create a Winning Culture for Your Sales Team 1.

Sales 26

Sales CRM Construction Manufacturing 26

Customer Bliss

MAY 3, 2018

Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation? In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa.

Customer Experience 59

Customer Experience Government NPS Engineering 59

Customer Bliss

JANUARY 19, 2017

Many companies talk about having a customer-centric strategy. But if you attempted to apply a customer-centric strategy in 2016 (or even have it on the radar for this year), how do you know if it’s working? You have to view customer-centric journeys and strategy in the context of transformation milestones.

Engineering 72

Engineering Voice of the Customer Business Growth Customer Experience 72

Customer Bliss

OCTOBER 11, 2016

Mark Weinstein is the Senior Vice President of Customer Engagement, Loyalty and Partnerships for Hilton Worldwide. Like many customer experience executives, he searched for a career path that matched his skills and passion for helping customers comprehensively across the business. Mark was a great guest in that regard.

Hospitality 0

Hospitality Hospitality Finance Innovation 0

Execs In The Know

APRIL 20, 2021

April 20, 2021 — Global customer experience (CX) industry leader Execs In The Know (EITK) is pleased to announce the addition of Carolyne Truelove, Head of Global Fan Experience at Fanatics , to the company’s 2021 Corporate Advisory Board. SCOTTSDALE, Ariz., About the Execs In The Know Corporate Advisory Board.

E-commerce 40

E-commerce Sports Manufacturing Retail 40

Customer Bliss

MAY 10, 2016

Samir Bitar and I had a very spirited discussion about his role in leading a transformation of the Smithsonian visitor experience. Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus.

Gaming 0

Gaming Innovation Customer Journey Map 0

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience AI Start-ups Sales 156

Customer Bliss

MARCH 14, 2017

One of the more interesting aspects of this discussion is about the skill development necessary to grow into a customer-facing role — and how that professional journey can really start from anywhere. Diane has been working since the early 1980s, serving in a number of transformative customer experience roles. About Diane.

Sales 87

Sales Start-ups CX Touchpoint 87

Customer Bliss

AUGUST 3, 2018

“A very small increase in customer retention can yield a huge impact on profitability.” How Net Promoter Companies Thrive in a Customer-Driven World. Rob Markey is a partner at Bain & Company and leads the customer strategy and marketing practice. 7 Customer Experience Insights You Can Apply to Your Organization.

CX 48

CX Social Media NPS Customer Loyalty 48

Customer Bliss

MAY 2, 2017

Came across an interesting article recently recapping many of the current themes and trends being discussed in customer experience. The article is ostensibly a recap of Sprinklr’s Digital Transformation Summit , held recently in Nashville. You don’t want a customer meet-and-greeting you 50 times.

CX 45

CX Social Media Customer Experience 45

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

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. For her, this was inclusive of treating employees, drivers, and customers well. “W Do You Live Your Values?

Sports 70

Sports Start-ups Technology Technology 70

Customer Bliss

DECEMBER 28, 2017

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. If you’re ever in need of a bit of inspiration or guidance for your customer experience implementation, this is the content you can come back to time after time.

Customer Experience 56

Customer Experience Social Media CX Omnichannel 56

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

Customer Bliss

MARCH 22, 2018

” Claudiu mentioned that he lives by this quote, and I think it’s a phrase that truly embodies what customer experience is about. Our work as CX practitioners is to put the customer first and think about how we can positively affect their interactions with our brand and organization. Check Your Ego at the Door.

Finance 51

Finance CX CX Transformation Healthcare 51

Customer Bliss

AUGUST 30, 2016

There’s confusion oftentimes in CX work about “customer success” vs. “customer experience.” Jose Vergara is the Chief Customer Officer of McKesson Medical Imaging. In his current role at McKesson, Jose is responsible for leading customer success across North America and the EU. About Jose.

B2B 44

B2B Scorecard CX Customer Experience 44

Customer Bliss

JULY 21, 2016

I’ve been honored to do 13 episodes of my customer experience podcast so far, and in each episode, I talk with the guest about these ideas. If you want a deeper dive, I’d consider my book Chief Customer Officer 2.0. If you say “We love our customers!” If not moreso.) United leadership.

Sales 48

Sales Engineering Start-ups Customer Experience 48

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

Intercom

SEPTEMBER 28, 2023

In the whirlwind of the past year, customer support has undergone a seismic shift, and the AI revolution is at the heart of it. Within a matter of months, AI has evolved from automating simple tasks like routing the right thing to the right person, to offering accurate, conversational responses upfront to a variety of customer queries.

AI 59

AI Start-ups Education Customer Service 59

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 44

B2C Customer Experience B2B CX 44

Customer Bliss

NOVEMBER 7, 2017

On this episode of Chief Customer Officer Human Duct Tape Show, I chat with Ross Garretson , Vice President of Customer Experience at Hunter Douglas North America , about how he builds out both the business to business and business to consumer experience for the worldwide leader in custom window treatments and architectural products.

B2C 44

B2C B2B Customer Experience CX 44

Customer Bliss

OCTOBER 18, 2016

Kevin Bury had a very successful career as the CEO of several technology startups before he took on the senior customer experience leadership role at the very large technology company, SolarWinds. He’s passionate about helping customers obtain value and believes that the more you do to help them, the more success you will enjoy.

Sales 47

Sales Education Innovation Technology 47

Customer Bliss

OCTOBER 11, 2018

In this interview, Jay also shares examples from 3 companies (B2C and B2B) who’ve successfully operationalized talk triggers that keep their businesses booming and customers talking. The employment of these triggers means these companies don’t have to rely on paid advertising to grow and reach new customers.

B2C 42

B2C Social Media Customer Acquisition CX 42