Futurelab

MARCH 20, 2025

To be frank, I think their main user base will be those who do not research customers at the moment. Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot?

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

ECXO

AUGUST 12, 2024

This holistic understanding allows for highly targeted marketing messages and personalized interactions, significantly improving the overall customer experience. These platforms facilitate real-time sentiment analysis and predictive analytics, enabling proactive improvements in customer satisfaction.

Customer Experience 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

eglobalis

MARCH 30, 2025

Chronologically, many companies started by layering new tools onto old systemsperhaps adding a social listening service here or a text analytics engine there. In recent years, SAP has been phasing out over-reliance on NPS in favor of a dynamic customer feedback system. These integrated approaches were not built overnight.

AI 317

AI CX Sentiment Analysis Predictive Analytics 317

eglobalis

JULY 31, 2024

Customer Experience Management (CXM) Software Tools like Qualtrics and Medallia as the leaders of this sector help manage and analyse customer interactions across different touchpoints. These platforms provide deep insights into customer feedback and behaviour, enabling businesses to make data-driven decisions to improve CX.

Customer Experience 430

Customer Experience Social Media Predictive Analytics AI 430

ECXO

FEBRUARY 3, 2025

Actions You Can Take: Automate routine tasks like sending order confirmations, scheduling follow-up reminders, or collecting customer feedback. Use email automation to send personalized messages triggered by specific customer actions (e.g., Actions You Can Take: Regularly ask customers how you can improve their experience.

Sales 259

Sales Customer Experience E-commerce Start-ups 259

ECXO

JUNE 19, 2024

This speed allows designers and engineers to explore multiple scenarios, formats, shapes, and avenues simultaneously, something that traditional design methods could not accommodate even in digital design. The implementation of CAD models based on AI-generated concepts further streamlines the transition from design to engineering.

AI 386

AI Customer Experience Legal Manufacturing 386

Intercom, Inc.

JANUARY 12, 2022

Collecting customer feedback is crucial to making smart product decisions, but it can be time-consuming for both our team and our customers. This might mean compromising on production speed, or on customer satisfaction if our users feel they’re being contacted too frequently. Form a personal customer feedback group.

Customer Feedback 118

Customer Feedback Start-ups Engineering Customer Satisfaction 118

ECXO

DECEMBER 4, 2024

Supply Chain Management: Technology enables real-time tracking, inventory management, and efficient supply chain collaboration, ensuring timely delivery and customer satisfaction. This dynamic environment demands a customer success team that is agile, proactive, and deeply engaged with clients.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

Intercom, Inc.

FEBRUARY 19, 2018

As a student of engineering you’re incentivised to write a lot and to read a lot. In product engineering, you’re incentivised to deliver results and this means quickly shipping solutions to problems that are difficult to identify and hard to frame. This post is based on a talk I gave at our recent Building Intercom event.

Engineering 210

Engineering Customer Feedback Event Production 210

PeopleMetrics

FEBRUARY 18, 2025

Surveys are evolving into smarter, more dynamic tools for capturing customer feedback. The real debate isnt about whether to ask for customer input; its about how to do it in a way thats engaging, efficient, and truly insightful. Surveys get a bad rap for two main reasons. Survey Fatigue - over-surveying creates fatigue.

AI 104

AI VOC Engineering Customer Feedback 104

eglobalis

JUNE 27, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Customer Experience 455

Customer Experience VOC Net Promoter Score Government 455

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. Chris Chumley. Chief Operating Officer | CampusLogic.

Customer Feedback 117

Customer Feedback Construction Engineering Sales 117

eglobalis

OCTOBER 1, 2024

For example, Sales can provide insights on customer feedback directly to Marketing, allowing for more targeted campaigns. Marketing can use this information to refine their targeting and messaging strategies, while IT ensures that the necessary tools are in place to support seamless customer interactions across all touchpoints.

CX 446

CX Finance Customer Journey Map Innovation 446

ECXO

JULY 29, 2024

Conduct comprehensive research to understand the full scope of the customer journey. This involves gathering data from multiple sources such as customer feedback, social media interactions, sales data, and direct customer interviews. Companies like Barclays in Europe and Honda in APAC excel in this area.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Lumoa

FEBRUARY 28, 2023

Strategically reacting to customer feedback can increase customer loyalty and retention. In this post, you’ll learn why customer feedback is integral to your business’s success. These commonalities are elements of your customer journey —the sum of all interactions customers have with your brand.

Customer Feedback 78

Customer Feedback Close the Loop Net Promoter Score Actionable Insights 78

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. What is the Customer Feedback Loop?

Customer Feedback 78

Customer Feedback NPS Sales Engineering 78

Retently

MARCH 11, 2025

That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans. Morning Routine: Customer Feedback First Most days start with one thing: checking customer feedback. Lets take a closer look!

CX 115

CX Customer Experience Net Promoter Score NPS 115

Intercom, Inc.

FEBRUARY 12, 2020

They’re an integral part of how we build and nurture a customer-centric culture at Intercom. Bringing the voice of the customer to life. Every SaaS company has different processes for collating customer feedback and raising feature requests. How customer support sessions work. New educational content.

Engineering 193

Engineering Education Actionable Insights Touchpoint 193

Intercom, Inc.

JANUARY 14, 2021

With a background in computer science and an MBA, he soon realized that understanding the markets and customers is as important as building the products. And so, in 2014, he founded Productboard , a product management system that incorporates customer feedback and insights to help product teams build better products.

Engineering 225

Engineering E-commerce Start-ups Sales 225

Intercom, Inc.

OCTOBER 22, 2020

Paul Hagen, a former CX Analyst at Forrester, says that a breakdown in CX often occurs for one of two reasons – a lack of strategy or poor execution that fails to close the loop from customer feedback to action. Experience engineering.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

eglobalis

AUGUST 13, 2024

While American companies are celebrated for their creativity and German firms for their precision engineering, Samsung combines both with a unique speed and flexibility that keeps it at the forefront of the global market. Samsung’s resilience is evident in its ability to overcome challenges and setbacks.

CX 509

CX Innovation Manufacturing Technology 509

Intercom, Inc.

AUGUST 31, 2021

With these new transactional messaging capabilities, you can reach your customers where they already are, using timely, relevant, personalized messages that are simple to set up and easy to measure – no engineering team required. Own the messaging from beginning to end – no engineer needed.

Engineering 218

Engineering Start-ups Gaming Customer Experience 218

ECXO

MARCH 21, 2023

The process involves customer research, design thinking, and user testing to develop products and services that fit seamlessly with the customer journey. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Intercom, Inc.

MAY 11, 2022

That means going right back to the fundamentals of every problem and solution, but it ultimately increases understanding, speeds up your organization, and allows you to learn faster by collecting customer feedback as you go. Product health is assessed constantly in our roadmaps, and we encourage engineers to apply the 20% rule”.

Engineering 145

Engineering Start-ups Innovation Technology 145

Retently

MARCH 29, 2023

It doesn’t have an engine, so the entire front end of the car becomes a crumple zone to absorb a high-speed impact. If the issue is related to its software, engineers can often update the car at a distance. These are just some of the ways Tesla makes their customers feel special. Remarkably safe. Tesla Model S was awarded a 5.4-star

Net Promoter Score 195

Net Promoter Score NPS Manufacturing Customer Satisfaction 195

Intercom, Inc.

MAY 12, 2021

This prompted the team to introduce always-on feedback through our feedback tool. Team members were given the option to request and receive feedback every six weeks. Each team member customized feedback requests to reflect a current project or task they were working on to make feedback as relevant as possible.

Engineering 239

Engineering Start-ups Customer Feedback 239

Intercom, Inc.

APRIL 29, 2019

Over the time we have worked together, Paul and I have had countless conversations about things like how to run a product org at scale , how to balance customer feedback on your product roadmap , how to spread a product-first mentality throughout a company, how to maintain design excellence in a fast growing R&D team, and so much more.

Engineering 28

Engineering Customer Feedback 28

Retently

MAY 31, 2024

Operating from this position means you’ll likely end up prioritizing the hire of additional technical staff (engineers, programmers, etc.) The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. What They’re There For Feedback is a vital ingredient in your product’s lifecycle.

Net Promoter Score 142

Net Promoter Score Engineering Customer Retention Customer Feedback 142

Intercom, Inc.

DECEMBER 3, 2020

On the last Built for You episode, we talked about how customer feedback informs the features we build at Intercom. Lucas Souza – Engineering Manager. We learned that customer feedback is not distilled and passed down through a production line. I’ve been an engineering manager at Intercom for about 2.5

Engineering 152

Engineering Start-ups Customer Feedback Education 152

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. I studied computer engineering in school, and I love math, but I realized I didn’t want to be a computer engineer when graduating.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. It’s not directly born from customer feedback. What does success look like?

Start-ups 211

Start-ups Customer Feedback Actionable Insights Machine Learning 211

Intercom, Inc.

NOVEMBER 9, 2022

At Intercom, we take pride in what we ship – from the planning stage right through to customer feedback and iteration. When I first started designing digital products, my goal was to get the design of the solution to its final destination: the engineering team.

Engineering 118

Engineering Customer Feedback 118

Intercom, Inc.

OCTOBER 29, 2019

At Intercom, we have benefitted from customer segmentation in these ways: Describing customers in a common way across go-to-market, product, and engineering. For example, our Sales team is now able to give segmented customer feedback to our product leaders to influence our roadmap.

B2C 184

B2C Finance Engineering Healthcare 184

Intercom, Inc.

JUNE 2, 2021

Projects that require a lot of engineering effort, especially if contributions from multiple teams are needed, will automatically rank higher in the investment category. . If a problem has a major impact on how a significant portion of customers use and enjoy the product, solving it should be more urgent.

Innovation 251

Innovation Start-ups Omnichannel NPS 251

Gainsight

OCTOBER 4, 2023

Users have an expectation in today’s Customer Success Management Platform market that their vendor will have gen AI built into their platform in a meaningful way, but many vendors simply lack maturity with AI. Takeaways: AI-generated summaries of all customer feedback. Enter Horizon AI. What’s Horizon AI?

Engineering 52

Engineering AI Net Promoter Score Artificial Intelligence 52

ECXO

JULY 26, 2023

Fortunately, there are a few organizations that stand out in their utilization of this information and in incorporating customer feedback into their products and services. SAS Real-Time Decision Manager enables you to drive real-time interactions, automate decisions and find better ways to leverage customer interactions.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

SurveySensum

JULY 2, 2024

If not, it’s crucial to adopt a robust customer feedback tool to effectively gather and leverage the feedback. According to the State of Global Customer Service Report, a staggering 77% of consumers hold brands in higher regard when they actively seek and apply customer feedback.

Customer Feedback 52

Customer Feedback Sentiment Analysis NPS Text Analytics 52