Intercom, Inc.

DECEMBER 20, 2022

Make sure you don’t miss any highlights by following Inside Intercom on iTunes , Spotify , YouTube , or grabbing the RSS feed in your player of choice.  We’re not going to lie, 2022 was a challenging, nerve-racking, gripping beast of a year, but here we are at the end of it – and there’s plenty to be thankful for. In January.

Engineering 118

Engineering Start-ups Voice of the Customer Machine Learning 118

Lumoa

MAY 21, 2018

Who in an organization should own the customer experience? Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. And some people argue that if the ownership is shared across the organization, no-one really has the responsibility to make things right.

Customer Experience 130

Customer Experience Invoicing Finance Net Promoter Score 130

Experience Investigators

APRIL 14, 2020

COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journey Map 136

Customer Journey Map Start-ups Touchpoint Social Media 136

Beyond Philosophy

NOVEMBER 14, 2017

He also noted that few companies successfully meld value optimization approaches for both groups of stakeholders: “Despite much evidence that points to the link, many organizations continue to keep the two areas separate in their efforts. Create a culture of inclusion and service. That said, they’ve proven to be pretty good at it.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. The primary problems typically fall into three categories. The right encouragement, or even criticism, could dramatically alter agent performance, both for on-site employees and at-home agents.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Qualtrics

APRIL 13, 2021

While the last 18 months have been challenging for everyone, I’ve been inspired to see how businesses responded, adapting quickly to get a pulse on the changing needs of their customers and employees, and taking action to deliver new experiences not only to survive, but in many cases thrive in these challenging times.

Machine Learning 49

Machine Learning Sentiment Analysis Compliance Government 49

Intercom, Inc.

AUGUST 13, 2019

Many of us in the design and technology community pride ourselves on being tool builders, creating products that others can use to get things done. You can watch a video of the talk above, or read an edited transcript below. You can watch a video of the talk above, or read an edited transcript below. Tools are part of who we are.

Manufacturing 223

Manufacturing Technology Technology Start-ups 223

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Intercom, Inc.

JULY 19, 2018

The foundation of a positive, two-way working relationship is having a sense for what motivates your teammate. If you notice a gap in your organization or something that could be improved, speak up. If you notice a gap in your organization or something that could be improved, speak up. Their story isn’t uncommon.

Engineering 135

Engineering Start-ups 135

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M. .

Customer Service 207

Customer Service Start-ups Education Gaming 207

Lumoa

MAY 21, 2018

What roles should own the customer experience in an organization? Some IT infrastructure led organizations have even given the ownership to the CIO! Some people say it must be the whole organization. The truth is, large part of the organization does indeed influence customer experience.

Customer Experience 64

Customer Experience Invoicing Finance Net Promoter Score 64

Callminer

MARCH 6, 2020

While technology such as automated scorecards , speech analytics , and other tools enable managers to monitor agent performance objectively, customer service managers must be highly organized and have the ability to provide constructive feedback to motivate their teams to achieve continuous improvement. Pratibha Vuppuluri. Alexander M. .

Customer Service 182

Customer Service Start-ups Education Gaming 182

Intercom, Inc.

MARCH 4, 2021

What began as a crowdsourcing initiative quickly evolved into an ecosystem where women can access funding, business training, and community building to help their businesses scale. Use your position to open the door to people with little access , share resources, and good opportunities. Find your circle and keep each other accountable.

Start-ups 151

Start-ups Social Media Education Finance 151

Qualtrics

JULY 24, 2020

What makes some organizations synonymous with great company culture, while others fall below the fold? We took a closer look at the intricacies of building and sustaining company culture, plus the companies that have engaging cultures – and why. Company culture permeates through every fiber of an organization.

Start-ups 26

Start-ups NPS Retail Customer Experience 26

ClientSuccess

JUNE 26, 2019

What is one important lesson you learned in your early customer success days that has had a positive impact on your career? When consulting, we often run into scenarios where customers, contrary to popular belief, do not always know what they want. I love that; as our clients are successful, we’re successful. Mentor Questions.

Sales 40

Sales Start-ups Touchpoint 40

ProProfs

AUGUST 22, 2021

If you’ve been thinking about creating a personality quiz for your business but aren’t sure what questions you should include, then you’ve landed right where you need to be. Typically, there are three types of personality quiz questions: Statement Based Questions. What are your thoughts on gender fluidity? . For example: .

Sports 52

Sports Gaming Transportation Legal 52

Confirmit

JANUARY 27, 2020

Building on this theme I raised in the discussion the issue of whether we have the frameworks in place to make sense of today’s multiple sources of imperfect evidence. I was delighted to be invited by Confirmit to a dinner held at the superb Kerridge’s Bar & Grill, together with a number of insight agency leaders.

Social Media 52

Social Media AI Non-Profits Artificial Intelligence 52

ClientSuccess

OCTOBER 22, 2019

One of those questions asks, “ What are two to three qualities of a great CSM? CSMs must also be curious about your own product, how it works, how it could be improved, and so forth. CSMs must also be curious about your own product, how it works, how it could be improved, and so forth. Mentor Questions. Let’s get started!

Touchpoint 41

Touchpoint Start-ups Customer Service Sales 41

ClientSuccess

JULY 9, 2019

What is one important lesson you learned in your early customer success days that has had a positive impact on your career? In one specific role, I knew I was passionate about one specific product we were thinking about building. Being on the CSM frontline allows us to directly influence the success of our clients. Question 1.

Start-ups 40

Start-ups NPS Finance Technology 40

Qualtrics

JANUARY 23, 2020

Here’s what to consider when designing and implementing your CSR program, plus some compelling facts to help you build the business case. He divides corporate citizenship into two components – What an organization does to society. What an organization does for society. What is Corporate Social Responsibility?

Innovation 26

Innovation Start-ups Manufacturing Government 26