ECXO

FEBRUARY 26, 2024

I’m about to introduce some compelling principles of behavioral science that can be used to shape customers’ decisions. From choosing what to wear, what to eat, and where to go, to making significant choices about health, finance, and relationships. And this led me to write this article.

E-commerce 115

E-commerce Sales Social Media CX 115

Intercom

FEBRUARY 6, 2024

As Intercom’s VP of Customer Support, I have had the opportunity over the last year to lead an AI-driven customer service strategy. There is so much more to be done to leverage AI to transform the customer experience, the employee experience, and the overall health of the business.

AI 98

AI Customer Service Customer Journey Map Engineering 98

Experience Investigators

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

CX 110

CX Customer Experience Customer Journey Map Net Promoter Score 110

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?

CX 181

CX Start-ups Business Growth Engineering 181

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. or “what would Walter White look like if he were in Animal Crossing?”. We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode.

Machine Learning 249

Machine Learning ML Unstructured Data AI 249

Futurelab

APRIL 4, 2023

As those who follow me know, I am quite passionate about Voice of the Customer (VOC) Programmes being set up correctly to drive action, engagement and ROI. As I believe – or actually, know – that a well executed VOC programme is essential for any company that wants to be customer centric, this pains me.

VOC 130

VOC NPS Predictive Analytics Actionable Insights 130

Fonolo

DECEMBER 8, 2023

We’ve gazed into the crystal ball here at Fonolo, and we see fascinating changes coming down the pipe for the year ahead. There’s no denying that some of the changes impacting contact centers over the last four years continue to make waves – notably the enduring appetite for hybrid and remote work.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Futurelab

MAY 2, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Futurelab

MARCH 20, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Let’s hear what Boehme has to say.

Sales 78

Sales Customer Experience 78

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Ultimately, the key to surviving and thriving in 2021, and beyond, will be finding creative ways to unleash your human potential.

Contact Center 246

Contact Center Education AI Start-ups 246

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Here are 8 better Voice of Customer practices: 1.

CX 62

CX Customer Survey Start-ups Voice of the Customer 62

Fonolo

JANUARY 31, 2023

A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping your agents aligned in their approach and messaging, as they support your callers daily. What is Call Center Training?

Contact Center 141

Contact Center Gaming Start-ups Customer Service 141

Beyond Philosophy

SEPTEMBER 21, 2023

However, prices on Amazon have crept up over the years, too. Price Image Is Affected by Non-Pricing Experience Details It is important to remember that non-price factors drive your reputation for pricing. When discussing the reputation for low prices, this area falls under the Price Image area of customers’ price evaluation.

Non-Profits 89

Non-Profits Construction 89

Intercom, Inc.

MARCH 21, 2018

No matter how good your product is, if you can’t tell a cohesive, compelling story about it, you’re going to have a very hard time getting people’s attention when you actually do take it to market. Our approach to crafting a story begins with asking “Why?”. People don’t buy what you do, they buy why you do it.

Start-ups 223

Start-ups Customer Satisfaction B2B Technology 223

Experience Investigators

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. You probably have your version of this story for some part of your life, too. Listen to the podcast: Personalization is a key element in doing business today.

Technology 78

Technology Technology Business Operations Customer Relationship 78

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

Customer Experience 180

Customer Experience Start-ups CX 180

Totango

APRIL 4, 2024

“What’s your company’s most important business outcome in 2024?” If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? This is what businesses need to survive in today’s environment.

Sales 89

Sales Start-ups Gaming Customer Satisfaction 89

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” 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. What’s the silver bullet there? It’s hard work.

CRM 78

CRM Sales Customer Relationship Management Customer Experience 78

Inside Customer Service

SEPTEMBER 16, 2021

"The shipping container is stuck in customs." Backorders were piling up and customers were getting agitated at the wait. We had been getting a slew of angry phone calls and emails from customers who wanted to know why their order hadn’t arrived. This might seem like a modern story, but it happened to me over 20 years ago.

Start-ups 189

Start-ups Customer Service Customer Expectations Customer Experience 189

Beyond Philosophy

FEBRUARY 23, 2023

Flower asks, “How can I increase prices and not lose customers?” I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much because if we do, we’re going to lose customers. You can decrease your prices.

Start-ups 78

Start-ups Social Media Education Customer Relationship 78

Intercom, Inc.

JUNE 30, 2022

?. For years, people have been abusing surveys. Caroline Jarrett became interested in forms around 30 years ago while delivering optical character recognition systems to the UK Inland Revenue, which included processing tax forms. You can follow on iTunes , Spotify , YouTube or grab the RSS feed in your player of choice.

Start-ups 239

Start-ups Net Promoter Score Legal Government 239

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Story #1: The European Super League Creates a Super Big Backlash.

Customer Experience 153

Customer Experience Start-ups Healthcare Government 153

Intercom, Inc.

DECEMBER 21, 2021

Another year draws to a close, and there won’t be many people sorry to leave this one behind us. It has often felt like a year we’d rather forget, even if it turns out to be a year we’ll long remember. Below, the editorial team here at Inside Intercom pick out a selection of our favourite pieces from the past year.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Beyond Philosophy

FEBRUARY 22, 2024

Maybe organizations think, “Well, if your mother didn’t teach you this, then far be it from me to start now.” Knowing what you stand for and where your boundaries are is essential. Knowing what you stand for and where your boundaries are is essential. However, we did just that on a recent podcast.

Start-ups 78

Start-ups Education Sales Customer Experience 78

Fonolo

NOVEMBER 29, 2023

Active listening is an essential skill for contact center agents for one very good reason: customers want to be heard. Come to think of it, everybody wants to be heard! Of course, customers want a lot of other things , too. Your attention to these nuances is the secret sauce to customer satisfaction. Let’s go!

Contact Center 87

Contact Center Customer Satisfaction Healthcare Start-ups 87

Zendesk

MAY 3, 2022

At this year’s Zendesk Relate , we are centering on our customers. We invite you to learn from exceptional businesses with exceptionally practical knowledge—so that your teams might apply it to your own businesses. There will be one show and three broadcasts, so that you can choose the one that best suits your time zone.

Start-ups 98

Start-ups CX Technology Technology 98

Intercom, Inc.

AUGUST 18, 2022

When you reach senior level on an engineering track, you’re expected to be optimal in your hard skill set. You’re autonomous, your code is immaculate, and you have a deep understanding of building and shipping software. Then, four years ago, in 2018, she got a job at Algolia as a software engineer. Unblock bottlenecks?

Engineering 204

Engineering Start-ups Machine Learning Education 204

Intercom, Inc.

DECEMBER 21, 2021

We’re not exactly sure how, but yes, it’s that time of the year again. 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.

Engineering 118

Engineering Government B2C Start-ups 118

Myra Golden Media

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. “No, we can’t cover your machine that is 12 years past warranty.” As a result, we are no longer supporting customers over chat.” ” (True story). Delivering bad news doesn’t have to be hard for you or your customer.

Customer Service 139

Customer Service Customer Experience 139

Intercom, Inc.

MAY 19, 2021

It’s a familiar problem for all companies that scale fast – how do you keep your core technologies manageable for the increasing number of teams that depend on them? This is the story of how we grew and expanded our team over the past few years as the company rapidly scaled, and how we have gone about expanding our responsibilities.

Technology 216

Technology Technology Engineering Start-ups 216

Intercom, Inc.

OCTOBER 26, 2020

What was the motivation to build Intercom? Eoghan and his co-founders saw an opportunity to help online businesses connect easily and effectively with their customers. “A story like so many others, young boy has big dreams, chip on his shoulder, sets out to prove himself. How did that journey begin?

Innovation 211

Innovation Start-ups Engineering 211

Intercom, Inc.

JANUARY 12, 2022

And so, many business leaders find themselves not quite sure how to start, how to leverage it, or what to do when all the dashboards and tools seem to be pointing at different solutions. Make sure your data is accurate before you draw any conclusions about it. Make sure your data is accurate before you draw any conclusions about it.

Start-ups 151

Start-ups Sales Gaming Transportation 151

Intercom, Inc.

APRIL 6, 2018

At eFounders , we launch 4 new startups each year. Find the ‘why’ In the early stages of a company, while the first lines of code are still being written, the product discussion revolves heavily around “what” your product does and “how” it does it. At least not a compelling one.

Construction 222

Construction Start-ups Sales 222

Beyond Philosophy

MAY 13, 2023

This EQ concept, popularized by Daniel Goleman , has been a crucial component of the leadership conversation for several years. Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. We will explore the five realms of EQ, starting with knowing your emotions.

Customer Satisfaction 78

Customer Satisfaction Customer Service Customer Experience 78

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer Relationship 89

Customer Relationship Engineering Net Promoter Score Hospitality 89