Intercom, Inc.

MAY 18, 2018

Guidance is limited, innovation and creativity are key to success. Appreciates fair, constructive feedback. Nice to haves: Comfortable giving constructive feedback to peers. Comfortable giving constructive feedback to leadership. Those early hires not only need to thrive under pressure, they need to love it.

Construction 222

Construction Start-ups Innovation 222

ECXO

AUGUST 6, 2024

It enables companies to be proactive, innovative, and adaptive, ensuring that they meet and exceed customer expectations in an ever-changing market. Negative experiences can create a cognitive bias toward pessimism, hindering the ability to imagine hopeful and constructive future scenarios.

Customer Experience 177

Customer Experience Innovation Education Government 177

ECXO

JULY 30, 2024

Emotional Regulation · Why It Matters: Leaders who are self-aware can manage their emotions, responding to situations calmly and constructively rather than reacting impulsively. This leads to higher quality service and greater customer satisfaction.

Customer-Centric Organization 207

Customer-Centric Organization Customer Satisfaction Innovation Construction 207

Totango

FEBRUARY 12, 2025

For enterprises, a well-constructed customer health score isnt just a nice-to-have; its a strategic asset that empowers teams to manage complexity, sustain customer satisfaction, and scale their customer success efforts. Its a commitment to continuous improvement and innovation, led by the customers youve got.

Actionable Insights 62

Actionable Insights Predictive Analytics AI Construction 62

ECXO

AUGUST 21, 2024

They are willing to learn from mistakes, embrace new technologies, and innovate to improve the customer experience continually. Innovate Continuously Innovation is the key to staying ahead in the CX game. 3. Foster a Culture of Innovation: Encourage your team to think creatively and bring new ideas to the table.

CX 156

CX Social Media Touchpoint Predictive Analytics 156

Retently

MARCH 11, 2025

As ecommerce grows more competitive and customer expectations evolve, CX Managers must constantly adapt, innovate, and refine strategies to keep customers happy and loyal. Handling Negative Feedback Constructively No matter how great an ecommerce brand is, negative reviews and complaints will always happen.

CX 120

CX Customer Experience Net Promoter Score NPS 120

ECXO

MARCH 10, 2024

It promotes a culture where mistakes are not frowned upon but are seen as opportunities for innovation and improvement. Innovation, after all, thrives in an environment where risks are welcomed, and mistakes are viewed as learning opportunities, as we all know how important innovation is for CX and EX.

CX 156

CX Innovation Construction Start-ups 156

Win the Customer

JANUARY 18, 2016

The CONSTRUCTION Key – Construct a new customer service process and list requirements. The FORCED RELATIONSHIPS Key – List how to innovate in customer service by A …, Then how to do it by B. The 20 Thinker’s Keys place emphasis upon the development of innovative and creative thinking.

Customer Experience 89

Customer Experience Construction Innovation Customer Relationship Management 89

Totango

NOVEMBER 10, 2023

It’s a false construct to say marketing, customer success or customer experience owns it. It’s a cross-functional construct, and how can you assign tasks related to the community where it’s akin to core expertise and responsibility.” — Erika Brookes, former CMO at Higher Logic Ready for more? Hot Takes were spicy!

Customer Journey Map 104

Customer Journey Map Construction Touchpoint B2B 104

Customer Experience Matrix

JANUARY 27, 2021

In both visions, companies construct their own, highly customized collections of systems that are perfectly tailored to their needs. This is what makes campaign CDPs so attractive to companies attempting to construct a new marketing suite. Still a suite, but a different kind.

Construction 108

Construction Predictive Analytics Retail Engineering 108

Retently

JULY 3, 2024

invites innovative ideas and boosts collaboration, leading to original and impactful solutions. or “What can we improve on to make your experience better?” – This invites constructive feedback and suggestions for improvement, providing direct insights into areas needing attention. What could we do to improve your experience?”

Sentiment Analysis 145

Sentiment Analysis Customer Satisfaction Customer Feedback Start-ups 145

ECXO

JULY 8, 2024

That’s why innovative companies are always on the lookout for new ways to enhance CX and stay ahead of the curve. Peers and managers: Encourage your colleagues and managers to provide constructive feedback on your performance. And guess what? The latest trend in this space is mind-blowing!

Customer Experience 194

Customer Experience Start-ups CX Gaming 194

Execs In The Know

NOVEMBER 1, 2021

Specifically, DISH Network’s innovative “Shared Coaching” approach positions both agents and coaches for achieving their true potential through a carefully designed process of ongoing improvement, ultimately delivering an unrivalled experience. Bold innovations take bold leadership and unyielding vision.

Construction 98

Construction Innovation Customer Service Customer Experience 98

Zendesk

MAY 19, 2021

“Simply put—we cannot innovate or deliver an exceptional customer experience if we do not create a team environment where uniqueness (difference) can be both recognized and celebrated,” Cooper said. Disability is design; it’s a manmade construct,” said Butler. Disability is design; it’s a manmade construct.

Construction 98

Construction Legal Innovation Technology 98

Execs In The Know

AUGUST 10, 2021

WFH contact center roles are nothing new, but the pandemic contributed to many organizations shifting more of their workers to this construct by necessity. More of our own clients have embraced this model and the opportunities it provides for enhanced employee satisfaction, flexible and efficient service constructs, and reduced costs.

Contact Center 97

Contact Center Sentiment Analysis Construction AI 97

Beyond Philosophy

JUNE 2, 2015

Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success. The post Like Just About All of Their Customers… I LOVE Wegmans!!! appeared first on.

Retail 97

Retail Construction Customer-Centric Organization Innovation 97

PeopleMetrics

FEBRUARY 6, 2015

They had a hyper-charged focus on innovation, but their new products failed to tap into what parents and children have always loved about LEGO—it''s a system of play that can occupy a child''s imagination and hands for hours on end. Opportunities for innovating around the customer experience. And where the pain lies.

Voice of the Employee 85

Voice of the Employee Customer Experience Net Promoter Score Text Analytics 85

Gainsight

JANUARY 18, 2021

As Nick explained in a recent conversation with Lee Weiner , Chief Innovation Officer at Rapid7, there was no direct path to the top early in all their careers. Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts.

Innovation 52

Innovation Engineering Construction Technology 52

Intercom, Inc.

DECEMBER 12, 2018

The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc. Additionally, Intercom solves one of the biggest headaches when it comes to constructing your tech stack – integrations. In our conversations, three additional takeaways stood out.

Technology 223

Technology Technology B2C B2B 223

DMG Consulting

NOVEMBER 13, 2018

The idea has always been to provide positive and constructive guidance, but unfortunately, QA programs often concentrate on recommendations for improvement. QA is a stand-alone function, or if a company is highly innovative, it is an input into the customer journey analysis process. It’s time for this to change.

Contact Center 76

Contact Center Artificial Intelligence Construction Innovation 76

Intercom, Inc.

JANUARY 20, 2022

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar. How do you think it affects us?

Engineering 249

Engineering Start-ups Innovation Technology 249

ClearAction

DECEMBER 31, 2017

Customer experience value quotient opens your thinking for innovations on both sides of the ratio. Customer experience value creation is anything that innovates a process, policy, product, service, business model, information, and so on, to improve the customer experience value quotient. 4th Prerequisite: Value Constructive Feedback.

Customer Experience 73

Customer Experience Innovation Customer Journey Map Construction 73

Win the Customer

JANUARY 25, 2016

Yellow Hat – LOGICAL POSITIVE support; focus on optimism, benefits, what’s good, being constructive. Green Hat – CREATIVE and LATERAL thinking; focus on change, innovation, invention; new ideas, possibilities, concepts, perceptions, paradigms.

CX 80

CX Construction Gaming Innovation 80

MattsenKumar

NOVEMBER 12, 2021

Microsoft started collaborating with B2B organizations and sharing accepted procedures to construct new items and enabled organizations and groups with the kind of innovation they expected to take care of business. The organization started creating shoes from sea squander and sold more than 1 million sets in only one year.

CX 75

CX Customer Experience Construction Innovation 75

Customer Think

AUGUST 11, 2023

Lone workers work in isolation or without direct supervision, playing a crucial role in various industries such as construction, healthcare, retail, agriculture, security, and transportation. Lone workers take up some of the most dangerous and challenging jobs.

Agriculture 40

Agriculture Transportation Construction Innovation 40

Callminer

OCTOBER 3, 2019

In order for companies to cultivate an innovative culture, and produce innovative products and services, employee training and reskilling must be on the forefront of their business strategy.” – Vala Afshar, Hiring managers say AI will change how we work within five years , ZDNet; Twitter: @ZDNet.

Customer Service 186

Customer Service Construction Social Media Innovation 186

Steven Van Belleghem

APRIL 18, 2023

More Innovation The fourth benefit is definitely about innovation and creativity. ChatGPT will speeds up your conversation management, and increase your productivity in one of the most underestimated but essential areas of CX. It’s not easy to keep coming up with fresh new ideas that will help us make and keep our customers happy.

Customer Experience 78

Customer Experience AI Construction Social Media 78

Fonolo

SEPTEMBER 12, 2018

Product research, development, and innovation. Keeping this in mind, we devised a straight-forward method towards effectual customer experience management: Step 1: Construct Consumer Profiles. As an innovator in the space, Shai is on a clear mission to educate the call center industry on how to improve the customer experience.

Customer Experience Management 73

Customer Experience Management Customer Experience Contact Center Customer Journey Map 73

ClearAction

AUGUST 22, 2020

Proven winners both during and after a down cycle are those that embrace a slowdown as an opportunity to strengthen innovation and business processes. Adoption of a mantra such as “Good news is no news, no news is bad news, bad news is good news” 1 can make it easier for employees to accept customers’ constructive feedback.

Customer Experience 77

Customer Experience Non-Profits Gambling Innovation 77

ClearAction

MARCH 23, 2015

Enable grass-roots ideas for CX improvement and innovation to be piloted by CX leaders. Involve executives in reviewing and providing constructive feedback to teams#39; strides in improving CX. Enable grass-roots ideas for customer experience improvement and innovation to be piloted by CX leaders.

Government 86

Government Customer Experience CXM VOC 86

Beyond Philosophy

DECEMBER 2, 2021

We’ve talked about nostalgia as being a memory construct, and it is, but it’s also an emotional construct. Despite constantly evolving and innovating, the experience is heavy on nostalgia. Many complicated emotions are tied up in nostalgia, too. For many people, nostalgia is a feeling of security.

Entertainment 88

Entertainment Construction Innovation Customer Experience 88

Fonolo

MARCH 17, 2022

This requires empathy, which can be helpful when providing constructive feedback and support. Up-to-date and innovative call center software is essential to meet and surpass the competition. Since the call center industry is known for high attrition rates, managers play a key role in retaining strong agents. Analytical skills.

Contact Center 91

Contact Center Construction Customer Satisfaction Actionable Insights 91

DMG Consulting

AUGUST 31, 2018

Here are a few reasons to consider increasing agent pay: Higher-paid agents are likely to be more engaged and invested in the organization’s success, e.g., delivering an elevated customer experience, providing constructive feedback, sharing ideas for innovation, etc.

Contact Center 59

Contact Center Artificial Intelligence Construction Education 59

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Intercom, Inc.

JULY 25, 2019

There is definitely innovation in that space, Tesla comes to mind, for example. So there is “Start big,” and then depending on how much innovation matters, you can think small. And so Intercom, we believe our zoom level of innovation and newness and new things is at the kind of high product level.

Engineering 209

Engineering Start-ups Innovation Gaming 209

Customer Bliss

JUNE 22, 2020

Rich Sheridan : CEO & Chief Storyteller of Menlo Innovations , and author of Joy, Inc.: And people are the forefront of our organization because when you have people who want to do a good job, they seek out leaders who provide the positive feedback, constructive feedback, giving them credit for their ideas.

Construction 80

Construction Healthcare Innovation Customer Experience 80

C3Centricity

JUNE 2, 2021

Years ago we had a client selling new road construction materials to civil engineers to be included in the specifications. Find innovative ways of pricing. As a friend of mine said, you don’t shop for prices of ambulances when you are having a heart attack. Price is associated with risk.

Manufacturing 133

Manufacturing B2B B2C Start-ups 133