Intercom, Inc.

OCTOBER 22, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. Experience engineering. If you enjoy the conversation and don’t want to miss future episodes, just hit subscribe on iTunes , stream on Spotify , or grab the RSS feed in your player of choice. Strategy and leadership.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

CommBox

DECEMBER 20, 2022

A robust intent-driven AI engine that’s powered by an advanced machine learning algorithm to route inquiries to the best available agent when needed based on business logic, automated workflows and repetitive tasks, and manage routine communications. .

CX 95

CX Machine Learning Engineering AI 95

Customer Bliss

DECEMBER 20, 2016

Her path to this role started as a software engineer. Process engineering, operational excellence/efficiencies. The Engineering Tie-In. I found this part interesting, largely because so many companies these days are being founded and then run by engineers. At Lifesize, she was initially VP of Customer Care.

Net Promoter Score 0

Net Promoter Score Engineering NPS Education 0

Intercom, Inc.

JANUARY 5, 2022

There are enough stories of data breaches and cyber attacks to chill even the savviest security engineer to the core. An aerospace engineer turned entrepreneur, Adam learned early the best way to earn trust was proving you deserve it. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Compliance 211

Compliance Engineering Start-ups B2B 211

Intercom, Inc.

AUGUST 27, 2020

In this episode of Scale, Carl walks us through how the subscription model is transforming legacy businesses, how companies can fight churn with data, and what Goldilocks can teach us all about growth. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Zendesk

MAY 11, 2022

This turns your service organization into an engine for growth. Do better business with conversational CRM. 68 percent of business leaders also recognized a direct link between employee service and business growth. The proof is in the data. Today, many SaaS platforms have become the new legacy systems.

CRM 98

CRM B2C Compliance B2B 98

Customer Bliss

FEBRUARY 10, 2015

Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results. What is the power of your acquisition engine?). For example: how many new customers did you bring in this quarter, volume and value?

Outlook 66

Outlook Engineering Business Growth Customer Experience 66

Customer Bliss

JUNE 6, 2018

For this work to become valued and considered critical to driving growth it must rise above the fray of being defined by problem-solving or chasing survey scores. The purpose is to shift to a simple understanding of the overall success achieved when a company earns customer-driven growth. Originally published on Quora. .

Engineering 77

Engineering Business Growth Customer Experience Customer Feedback 77

Intercom, Inc.

MARCH 25, 2021

Jeanne calls this customer-centric framework a cycle of virtuous growth: “My approach really pushes people to know who they are, to know their customer’s goals, so they can build it and live it and sustain it. Building Your Customer-Driven Growth Engine , a keynote by Jeanne Bliss. It’s sustainable” 3.

CX 181

CX Start-ups Business Growth Engineering 181

Customer Bliss

SEPTEMBER 13, 2016

Some topics I tend to embrace include: Become a Beloved & Prosperous Company that Earns Social Media Raves & Growth. How to Build Your Customer-Driven Growth Engine. Unite Your C-Suite to Transform Your Business. Learn how their culture is their growth engine, and the impact of their uncommon decision-making.

Engineering 0

Engineering Social Media Business Growth Innovation 0

Totango

FEBRUARY 22, 2019

Last year, we experienced record business growth—we more than doubled our revenue and customer base, tripled our engineering and support staff, introduced Totango Spark , a next generation flagship customer success solution, and announced a go-to-market partnership with SAP among many other exciting milestones.

Business Growth 51

Business Growth Engineering Technology Technology 51

Customer Bliss

DECEMBER 29, 2015

These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Know the growth or loss of your customers. CX competencies are your growth engine.

CX 44

CX Engineering Construction Business Growth 44

Intercom, Inc.

JULY 30, 2020

Not only does this free up valuable time for companies to provide the human touch necessary to keep customers satisfied, it means that businesses actually have a decent shot at scaling their revenue instead of their costs. This is Scale , Intercom’s podcast series on driving business growth through customer relationships.

Machine Learning 145

Machine Learning Customer Relationship Engineering Business Growth 145

Intercom, Inc.

AUGUST 26, 2020

. “A narrow focus on measures of customer experience or efficiency alone misses the bigger picture – good support is good business” As support leaders look to the coming year, many plan to address these hurdles head on and shed new light on their team’s contribution to business growth. Are you ready to join them?

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Customer Bliss

DECEMBER 29, 2015

These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Know the growth or loss of your customers. CX competencies are your growth engine.

CX 40

CX Engineering Construction Business Growth 40

Logicalware

MAY 24, 2023

Consorte engineered one of the pioneering cloud-based contact centre solutions, setting the groundwork for what would eventually evolve into Puzzel. This is where Puzzel enters the picture. Our story begins in Norway with Consorte, a leading provider of telecommunications, contact centre and mobile services, founded in 1998.

Artificial Intelligence 52

Artificial Intelligence AI Social Media Innovation 52

Zendesk

JUNE 10, 2021

As explained by a 2017 article in the Harvard Business Review , “In the context of the workplace, diversity equals representation. Without inclusion, however, the crucial connections that attract diverse talent, encourage their participation, foster innovation, and lead to business growth won’t happen.

Legal 52

Legal Engineering Healthcare Gaming 52

Intercom, Inc.

APRIL 28, 2022

Passionate about customer-centricity, Yamini believes the key to sustainable growth is customer retention and aligning all teams around the customer – and for her, the Flywheel model is just a better metaphor for how today’s organizations interact with customers and how they can drive business growth.

CRM 118

CRM Start-ups Sales Customer Journey Map 118

Intercom, Inc.

MAY 4, 2021

The team is also leveraging Banners to display notices across the website without engineering resources and keep customers informed when temporary issues arise. Reflecting on their journey with Intercom so far, Grayson points to the impact the platform has had in helping the team to unlock business growth over the last 12 months.

E-commerce 118

E-commerce Sales Start-ups Engineering 118

Experience Investigators

AUGUST 1, 2023

Recruiters at other tech companies are requiring online courses around prompt engineering and using generative AI. Continuously evaluate and optimize your AI implementation to deliver exceptional customer experiences that drive loyalty and business growth. This isn’t just a CX issue.

AI 52

AI Customer Service Customer Experience Machine Learning 52

Customer Bliss

JULY 14, 2015

The five competencies connect customer experience to business growth, unite leaders on customer priorities, and shift your business focus to earning the right to grow by improving customers’ lives. because they create an engine to unite leaders and your organization. That is why the five competencies are powerful.

Engineering 58

Engineering Business Growth Business Operations Customer Experience 58

Customer Bliss

JANUARY 19, 2017

Buy-in and one-company leadership becomes harder, and the customer-driven growth engine never gets off the ground. Find ways to tie these metrics to business growth quarter-to-quarter. Customer experience takes time. How do you know if it’s working? Click To Tweet. Determine who the customer(s) is.

Engineering 72

Engineering Voice of the Customer Business Growth Customer Experience 72

SugarCRM

DECEMBER 15, 2021

With that in mind, we set out to let the data out of hiding without adding on more busy work for marketing, sales, or service teams. Our 2021 Customer Breakthrough Awards recognized the success of 11 customers who pushed the boundaries of SugarCRM’s platform for breakthrough customer experience (CX) and business growth.

Event Planning 49

Event Planning Construction AI Sales 49

Customer Bliss

DECEMBER 1, 2016

All the competencies connect to business growth. The competencies work in tandem to elevate the work from getting a survey score to ‘earning the right’ to growth. I recently introduced two audits that people can use to see where they’re at in the customer-driven growth engine process.

Customer Experience 73

Customer Experience Business Growth Start-ups B2B 73

Execs In The Know

MAY 26, 2021

Cheryl brings a wealth of operational insight, paired with a steadfast focus on outcomes and results, and how those match against business needs and customer expectations. Daniel Borrelli — RPA Solution Engineer, NICE.

Innovation 52

Innovation CX Engineering Business Growth 52

ProProfs

JANUARY 16, 2018

Modern organizations have come to accept that knowledge plays a vital role towards driving success, and cannot deny the importance of integrated learning and development programs for business growth anymore. However, picking up an LMS (Learning Management System) for employee onboarding and training is not an easy task.

Gaming 96

Gaming Compliance Education Engineering 96

Fonolo

JANUARY 23, 2023

Creating a Customer Service Strategy That Drives Business Growth This Year’s Top 10 Worst Hold Time Offenders One of the most notable trends this year was the monumental number of Twitter users posting about being on hold with airlines. Been attempting to get a broadband engineer to the house for weeks without success.

Gaming 132

Gaming Social Media Customer Satisfaction Government 132

Intercom, Inc.

JULY 29, 2021

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. I don’t think you can ever really master business or SaaS or sales or anything like that, but to go to a company then, and instead of being the first sales hire to be the first leader in the region, that was always the goal.

Sales 223

Sales Start-ups Engineering Finance 223

Customer Bliss

JANUARY 28, 2016

Customer asset measurement is about knowing what customers actually did to impact business growth versus what they say they might do via survey results. It’s to bring them together to establish their version of customer asset metrics and customer growth behaviors that they will stand behind as a united leadership team.

Engineering 54

Engineering Construction Business Growth Innovation 54

ECXO

MARCH 21, 2023

By incorporating these pillars into your customer experience culture, you can create a holistic approach to both customer and employee experience that fosters customer loyalty, retention, and ultimately drives the ultimate mix of adoption and business growth. It is a process and will not happen in one day. He holds an MBA at J.L.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

RateMyService

NOVEMBER 30, 2020

The pandemic presented business owners a new reality where they had to develop new ways of customer engagement or risk going under. Most businesses are now investing heavily in e-commerce, digital marketing and are starting to make digital a key pillar in their business growth. Digital marketing ?—?Businesses

E-commerce 52

E-commerce Entertainment Customer Acquisition Engineering 52

ClearAction

MARCH 27, 2021

Root cause analysis may identify engineering issues, service skill gaps, business process complications, or outdated policies. Rank-order desired outcomes by importance x frustration x frequency. Now you’re able to see things the way the customer does: for the most important outcomes, how do the choices compare?

Customer Experience 77

Customer Experience NPS Engineering Voice of the Customer 77

ProProfs

JUNE 14, 2023

For example, a job that requires problem-solving skills, such as an engineer or a software developer, would benefit from candidates who score high on cognitive assessments that measure logical reasoning and critical thinking.

Gaming 52

Gaming Data Entry Engineering Manufacturing 52

Customer Bliss

JANUARY 17, 2017

Once Jason got through the hiring process, he went through six major steps to make sure he quickly and effectively built up a customer-driven growth engine. Link it to business growth: How does the business advance as a result of your work? Jason’s First Six Steps.

Customer Experience 0

Customer Experience Government Engineering Education 0

Hodusoft

SEPTEMBER 20, 2023

The contemporary call queue system is engineered to queue incoming calls as per their priority, purpose, and type. History of the Contemporary Call Queue System Danish mathematician, statistician, and engineer Agner Krarup Erlan is considered the father of the modern call queuing system.

Contact Center 52

Contact Center Omnichannel Start-ups Engineering 52

Beyond Philosophy

APRIL 14, 2022

For example, from the supply-side perspective, McDermott says the organization that thinks CX is important but does nothing about it probably still sees customer service as a cost center rather than a revenue-generating engine for growth.

Customer Satisfaction 78

Customer Satisfaction Contact Center Customer Acquisition CX 78

SugarCRM

NOVEMBER 24, 2021

As 2021 draws to an end, we want to celebrate our customers who push the boundaries of SugarCRM’s platform for breakthrough customer experience (CX) and business growth. That customer is SMC , a worldwide leader in pneumatic control engineering and industrial automation support technology headquartered in Tokyo.

Innovation 26

Innovation Business Growth Sales CRM 26