Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. At the same time, it is also what most companies are missing.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. FInd out how Customer story We’ve compiled the best and worst chatbot practices to help you make the most of your investment, and engage in chatbot success.

Start-ups 97

Start-ups AI Customer Expectations Social Media 97

Intercom, Inc.

DECEMBER 21, 2020

Against that backdrop, the Content team here at Intercom continued to write our story, but in the context of this overwhelming time, that story was inevitably different. Given how unprecedented 2020 has been, with turbulence and tragedy on so many fronts, it’s hard to try and pick a post that sums up the year on Inside Intercom.

E-commerce 232

E-commerce Healthcare Start-ups Engineering 232

Intercom, Inc.

MARCH 25, 2021

This question has been shaping customer experience expert Jeanne Bliss ’s career for as long as she remembers. 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. What will your legacy be?

CX 181

CX Start-ups Business Growth Engineering 181

Beyond Philosophy

FEBRUARY 23, 2023

Sometimes you have to increase your prices to keep any margin at all. Your customers probably are facing similar decisions in their line of work, too. Then, you keep all your customers and Bob’s your uncle. Then, you keep all your customers and Bob’s your uncle. Better yet?

Start-ups 78

Start-ups Social Media Education Customer Relationship 78

Experience Investigators

MAY 15, 2024

Conferences, gatherings, and learning opportunities have been essential for helping me see the difference between the flash and the facts. I’ve been fortunate to attend a handful already this year, including the recent Qualtrics X4 Summit. And they focus on asking their patients what’s important to them.

Customer Experience 52

Customer Experience Customer Journey Map Start-ups Touchpoint 52

Inside Customer Service

MAY 5, 2022

The American Customer Satisfaction Index has steadily declined for the past four years. What's causing the decline? 1 Listen to your customers In an era of endless surveys, customer listening is severely lacking. A salesperson pushes a sale without listening to what you want. Today's customers are increasingly unhappy.

Customer Experience 130

Customer Experience Transportation Sales Customer Satisfaction 130

Intercom, Inc.

SEPTEMBER 10, 2020

What kind of information drives that decision: is it subjective and qualitative, or objective and quantifiable? Applying data and science to scaling has become easier because of the shift that’s happened in the software industry over the past 15 years, from outside sales to inside sales. Mark Roberge knows which he prefers.

Customer Retention 226

Customer Retention Sales Customer Acquisition Start-ups 226

Intercom, Inc.

DECEMBER 21, 2021

From the ongoing pandemic to political turmoil around the globe, we can all agree that 2021 has been a lot to handle. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. And yet, here at Intercom, we have been determined to make the most of these difficult times.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Execs In The Know

MAY 4, 2023

Their eye-catching designs, innovative features, commitment to safety, and boundless fun factor create an experience that is second to none. woom was founded by two dads in a garage in Vienna, Austria in 2013 and has since expanded to over 25 countries around the world. What is your day-to-day focus in your current role?

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Intercom, Inc.

MAY 26, 2021

Every company, organization, or team has a set of values – they may or may not be codified and written down, but they exist in the way the people behave and treat one another. Your values shouldn’t be truisms – they should describe the things that make your company special and unique. . Our values guide us .

Start-ups 138

Start-ups Engineering Sales Customer Feedback 138

Beyond Philosophy

MARCH 28, 2024

They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. After all, I’ve been trying to learn the guitar for the past three years. What’s the silver bullet there? We understand the world by creating mental models of it.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Intercom, Inc.

DECEMBER 21, 2021

And what a year it has been! It’s been 10 years since co-founders Eoghan McCabe , Des Traynor , David Barrett , and Ciaran Lee sat in a small Dublin coffee shop and dreamed of making internet business personal, and we’re still every bit as excited. We’re not exactly sure how, but yes, it’s that time of the year again.

Engineering 118

Engineering Government B2C Start-ups 118

Intercom, Inc.

MARCH 15, 2021

At Intercom, we know how important it is to create a balanced, equitable workplace. Each of us should be able to be all the things we want to be, however we identify, however we want to show up, whatever we’ve been counted out of in the past.”. As the saying goes: you can’t be what you can’t see. Representation matters.

Engineering 209

Engineering 209

Intercom, Inc.

AUGUST 25, 2020

We all know what a conversation between two people sounds like. What’s up?”. “I Human conversation is a sequence of verbal exchanges – what linguists call turn-taking. But what makes software conversational? One of Grice’s key insights is what he called the cooperative principle. Hey, can you help me a sec?”.

Legal 290

Legal Start-ups Engineering AI 290

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. However, that’s always been true. Reviczky wrote as a leader, learning from the team what makes them tick at an individual level.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

Intercom, Inc.

SEPTEMBER 9, 2022

GPT-3 can create human-like text on demand, and DALL-E, a machine learning model that generates images from text prompts, has exploded in popularity on social media, answering the world’s most pressing questions such as, “what would Darth Vader look like ice fishing?” AI has been quite overhyped in the past.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Intercom, Inc.

SEPTEMBER 22, 2020

Brian also shares HubSpot’s strategy for creating an industry-defining category that helped more than 86,000 customers in over 120 countries move from unwelcome outbound marketing to permission-based inbound marketing. Brian and HubSpot’s co-founder Dharmesh Shah wanted to create a new, more customer-centric playbook.

Gambling 211

Gambling B2B Education Business Growth 211

Zendesk

MARCH 22, 2021

It’s never been easier to live by the old Latin proverb caveat emptor—aka, “Let the buyer beware.”. These days, 87 percent of buying decisions begin with research conducted online before the purchase is made,” says Rani Sivesind , a customer success operations manager at Zendesk. What is a customer testimonial? And most do!

B2B 98

B2B Entertainment Start-ups B2C 98

Steven Van Belleghem

NOVEMBER 21, 2023

But this doesn’t have to be your organization’s reality. There is a way to break through the inertia to engage your team, drive better results, and attract a tribe of loyal customers―by tapping into the greatest driver of brand success: your internal company culture.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

CX Accelerator

OCTOBER 9, 2018

It’s hard to say exactly when or how it happened, but the phrase “Voice of the Customer” (VoC) has become nearly synonymous with survey process. Survey programs across all industries are struggling to obtain both the quantity and quality of data required to make intelligent decisions. It’s time that we evolve our ability to listen.

VOC 160

VOC Unstructured Data Close the Loop Social Media 160

Intercom, Inc.

JANUARY 12, 2022

That stereotypical image of a room teeming with monitors and elaborate dashboards where all the decisions are made isn’t real, and it’s high time we move away from it. Make sure your data is accurate before you draw any conclusions about it. You can follow on iTunes , Spotify or grab the RSS feed in your player of choice.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

DECEMBER 9, 2021

Notification sounds are all around us: Slack’s knock brush pulling you back to work, the WhatsApp ring sharing the latest in this year’s holiday dinner plans, the tumbling whimper of your AirPods when the battery’s running low or just about to die. When building services, take into account the different needs and experiences of your users.

Transportation 138

Transportation Engineering Outlook Customer Feedback 138

Intercom, Inc.

APRIL 14, 2020

When an unprecedented crisis like COVID-19 hits how do you provide your team with the guidance they need? Your support team is likely experiencing an array of unprecedented stressors right now, like tackling high conversation volumes, resolving stressed-out customers’ issues, and abruptly transitioning to working remotely.

Customer Loyalty 223

Customer Loyalty Healthcare Customer Experience Sales 223

Zendesk

MAY 3, 2022

When it comes to your brand experience, each interaction counts. Your brand is the sum of every interaction you have, across every channel—with employees, prospects, and especially, your customers. This is what makes or breaks modern enterprises—not product or service, pricing, logo, or viral ad campaigns.

AI 98

AI Start-ups CX Gaming 98

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Intercom

FEBRUARY 3, 2022

Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. These days, factors in purchase decisions that used to matter a lot, such as price, now matter less. In fact, he says the customer experience has never mattered more. After creating the trigger, measure its efficacy.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Intercom, Inc.

JUNE 23, 2022

And by the time they make their first contact, the decision has likely been made. 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.

B2B 118

B2B Education Start-ups Agriculture 118

Callminer

NOVEMBER 6, 2019

As metrics pile up, you may find yourself wondering which data points matter and in what ways they relate to your business’s interests. The precise roles data visualization plays in any company are unique, fitting the needs, priorities and standards of your organization at any given time. How Data Visualization Can Help.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. However, first, you have to know where to look!

Text Analytics 83

Text Analytics Customer Feedback Net Promoter Score Sentiment Analysis 83

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. So, What is Happening Here From a Human Perspective? When it’s far out in the future, we do not appreciate all the things you must do in the coming months that consume your time and create urgency. How much time would it take?

Healthcare 88

Healthcare Engineering Start-ups Sales 88

Intercom, Inc.

APRIL 22, 2021

That question has been on Will Larson ‘s mind for a long time. For those who don’t know him, Will has over 10 years of experience in the likes of Yahoo, Digg, Uber, and Stripe, and he’s currently the CTO of Calm , the mindfulness app that helps millions of people to lower their stress levels and sleep better.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Steven Van Belleghem

OCTOBER 15, 2023

Tell a consistent story Disney theme parks are not just a collection of fun rides and food courts. They go above and beyond to create magical stories for their guests. The “Smellitzer” emits lab-created scents which refer to the surrounding attractions. Even the smells are orchestrated. Main Street smells like vanilla.

Entertainment 67

Entertainment Non-Profits CX Gaming 67

Execs In The Know

APRIL 26, 2023

This blog post provides an overview of why organizational transformation is crucial for business leaders, what advantages it offers them, the possible roadblocks they may face on their journey towards creating meaningful change in their organization, and perhaps most importantly – how to reap its rewards! So how can they do it?

CX 98

CX Innovation Artificial Intelligence Gaming 98

Logicalware

MARCH 21, 2024

Are you ready to take your contact centre operations to new heights? Join Elevate ’24 – the leading contact centre conference that will empower you to transform your operations in the age of AI. As we navigate this era, the need to stay ahead of the curve has never been more critical. What is Elevate ‘24?

CX 52

CX AI Social Media Innovation 52

Intercom, Inc.

APRIL 8, 2021

Cliniko has been helping thousands of healthcare professionals to accelerate digital transformation in their businesses ever since. But if Joel has taught us anything, it’s that tech can actually help you to take better care of your patients.

Healthcare 211

Healthcare Start-ups Compliance Invoicing 211