ECXO

JANUARY 25, 2022

About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience building innovative technologies for enterprises. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Innovation Engineering CX 296

Beyond Philosophy

JANUARY 1, 2022

For our I’m in a Pickle feature on the podcast, Tina in New Zealand wrote to us because the engineering firm she works with thinks customer relationships are a waste of time. I found this pickle particularly interesting because I have faced this myself in our global Customer Experience consultancy. How can we help?

Customer Relationship 103

Customer Relationship Engineering Management Consulting Start-ups 103

Customer Think

JANUARY 8, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change the.

Customer Relationship 119

Customer Relationship Engineering Customer Experience Customer Loyalty 119

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New Zealand office. Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

TeamSupport

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer Relationship 89

Customer Relationship B2B CRM Compliance 89

eglobalis

JUNE 27, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. Bosch: Bosch forms project-specific teams that include members from R&D, marketing, sales, and customer service, ensuring all perspectives are considered during product development and service enhancements.

Customer Experience 480

Customer Experience Net Promoter Score VOC Government 480

ECXO

JULY 29, 2024

Implementing Technology Solutions Investing in technology that enhances the customer experience is essential. LG : LG forms project-specific teams that include members from R&D, marketing, sales, and customer service, ensuring all perspectives are considered during product development and service enhancements.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

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 526

CX Innovation Manufacturing Technology 526

Intercom, Inc.

JULY 27, 2022

We work hard to ensure Intercom cooperates with our customers’ most important apps, bringing together all the customer data you need to effectively nurture customer relationships and scale your business.

Engineering 205

Engineering Education Start-ups Customer Relationship 205

Intercom, Inc.

AUGUST 27, 2020

Success in the subscription economy isn’t about having the best product; it’s about having the strongest customer relationships. From the new services that legacy businesses are bringing to market to the metrics being used to fight churn, everything must be designed around the customer. In other words, decidedly not Netflix.

Customer Relationship 211

Customer Relationship Sports Construction Manufacturing 211

Intercom, Inc.

OCTOBER 22, 2020

As he puts it: In the latest episode in our Scale series, Intercom’s Dee Reddy caught up with Nate to learn how to tune in to the voice of the customer, and how a holistic approach to customer experience can be the ultimate brand differentiator. Experience engineering. Strategy and leadership.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Intercom, Inc.

JULY 28, 2020

The messenger helps companies create a conversational customer experience that stays personal and efficient even as their business grows. In turn customers are rewarding these businesses by buying more, staying loyal, and recommending their solutions to others. We’re calling it “conversational relationships.” Let me explain why.

Start-ups 290

Start-ups Customer Expectations Business Growth Customer Relationship 290

Win the Customer

DECEMBER 26, 2024

However, the successful implementation of AI-powered CX hinges on one critical factor: building and maintaining trust with customers. As a product manager, you play a pivotal role in ensuring that AI is used ethically and responsibly to enhance customer relationships. Here are some key considerations: 1.

AI 59

AI CX Artificial Intelligence Legal 59

Beyond Philosophy

FEBRUARY 5, 2015

Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendation. Most brands and corporations get by on transactional approaches to customer relationships.

CEM 156

CEM Customer Experience B2C Customer Loyalty 156

Intercom, Inc.

JULY 21, 2022

What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through customer relationships and how to build successful products at scale. For Slack, that was clearly the engineering and dev communities, who love new tools.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

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 Invoicing 211

ECXO

JULY 26, 2023

Evaluate the credibility and reputation of the solution provider, considering industry recognition and customer reviews. Four c ompanies delivering real-time data solutions Salesforce – Salesforce offers a comprehensive customer relationship management platform that incorporates real-time data to enhance what customers experience.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

MyCustomer Experience

JANUARY 6, 2022

AHow do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New. 6th Jan 2022. By Colin Shaw Founder & CEO.

Customer Relationship 52

Customer Relationship Engineering 52

Intercom

JANUARY 29, 2020

. “Like any time you’re receiving bad news in life, context is key” For feature requests, a good relationship between customer support and product can help provide much needed context into why certain choices have been made. Having that line of communication means we can say no with the right level of detail.

Engineering 142

Engineering Customer Relationship Customer Retention Innovation 142

Intercom, Inc.

AUGUST 30, 2022

By building a strong business tech stack for your startup – covering everything from incorporation to growing long-lasting customer relationships – you can not only win back time and establish best practices, but create a solid foundation for your business to grow. Intercom – Customer engagement. HubSpot – CRM.

Compliance 163

Compliance Finance Engineering Start-ups 163

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. Is your business ready to take its customer relationship management to the next level?

Net Promoter Score 143

Net Promoter Score Engineering Customer Retention Customer Feedback 143

MyCustomer Experience

JANUARY 21, 2022

AHow do you build a long-term relationship with customers? Tina works for an engineering company in Australia and recently joined the New. 21st Jan 2022. By Colin Shaw Founder & CEO.

Customer Relationship 52

Customer Relationship Engineering 52

Experience Investigators

JULY 9, 2024

Discover how aligning personal and company values can enrich work experiences and create stronger customer relationships. He brings a unique background in customer success, sales, engineering, services (professional, managed, and support), and global operations.

CX 103

CX Artificial Intelligence Predictive Analytics B2C 103

Uniphore

JULY 21, 2021

In addition to faster information retrieval, consolidation can give agents access to important customer information that will allow them to personalize each experience and provide improved CX. Search Engine Optimization While improving the agent experience is paramount to customer service success, it’s not the only area to focus on.

Customer Service 130

Customer Service Contact Center Social Media Engineering 130

Comm100

APRIL 15, 2025

With next generation reasoning capabilities and a new AI engine, the Comm100 AI Agent offers advanced capabilities and performance, unlocking greater efficiency gains for CX support teams. After hundreds of hours of engineering and testing, we can confidently say thats exactly what Comm100 AI Agent delivers.

AI 52

AI Engineering CX Start-ups 52

Intercom, Inc.

FEBRUARY 9, 2018

Sometimes this means you need to loop in an engineer or marketer. The medium you are using is chat, but the result you want is the same – to build a customer relationship. Keeping it conversational is a great way to build rapport or to diffuse angry customers. Reframe your sales approach. phone, chat, email).

Sales 188

Sales Engineering Customer Relationship Customer Experience 188

Intercom, Inc.

AUGUST 13, 2020

This is Scale , Intercom’s podcast series on driving business growth through customer relationships. When done thoughtfully across the customer journey, AI and automation bring together the entire engine and ecosystem of people and resources – a unified approach for a unified customer experience. .

Social Media 209

Social Media AI Sales B2B 209

Intercom, Inc.

NOVEMBER 14, 2019

Kayti argues, “Even in self-service models, there’s a relationship that they’re feeling with your product.” Your connection to your users is the gasoline that fuels the engine of your business. This kind of competing priorities and incentives led to the formation of the Customer Success team at Yelp.

Sales 108

Sales Gaming Education Customer Relationship 108

Intercom, Inc.

OCTOBER 7, 2020

It’s a simple fact that larger, more valuable customers will churn less. It’s more expensive and difficult to land them (often with involvement from the sales team, product and engineering teams to answer/build specific requests, your CEO, etc.), Support can increase LTV if it preserves the customer relationship.

Manufacturing 196

Manufacturing Customer Retention Sales Start-ups 196

Intercom, Inc.

NOVEMBER 7, 2018

It’s time for marketing and sales leaders to redefine tech stacks as growth stacks — the suite of tools that unlocks new ways of selling and better customer relationships. A customer-first growth engine. A suite of tools that creates new business growth. 3 tips for building a sales and marketing growth stack.

Sales 161

Sales Start-ups Customer Relationship Engineering 161

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 5, 2020

But where many teams get stuck, and ours has been no exception, is in the day-to-day work of establishing a healthy baseline for your customer experience and efficiency. With conversational support, we’ve been able to deliver both an experience that our customers appreciate and the efficiency that our business needs.

Customer Experience 204

Customer Experience Customer Satisfaction Retail Engineering 204

Intercom, Inc.

MARCH 22, 2022

Across marketing, sales, and support, there are countless customer engagement opportunities that allow you to acquire, retain, and nurture more customers, creating long-lasting customer relationships that drive growth. The Engagement OS is a unified platform for all customer-facing teams to use together.

Omnichannel 129

Omnichannel Touchpoint Sales Engineering 129

Comm100

APRIL 16, 2025

The New Comm100 AI Trifecta Driving Smarter, Deeper Customer Relationships Join us live Learn how AI Agent, AI Copilot, and AI Insights work together to transform CX. We engineered the Copilot to help agents maximize their productivity and handle more conversations across multiple channels.

AI 52

AI Start-ups Engineering CX 52

Retently

MARCH 11, 2025

Testing a points-based loyalty program where customers earn discounts on future purchases. Why this matters : A well-designed loyalty program increases repeat purchases, reduces churn, and builds long-term customer relationships. Step 3: Building Long-Term CX Roadmaps CX isnt a one-time project, its an ongoing strategy.

CX 116

CX Customer Experience Net Promoter Score NPS 116

Beyond Philosophy

JANUARY 29, 2021

The single most important thing my company could have done to improve Customer Experience was to change how their people looked at the customer relationship. Suppose you don’t understand where those boundaries are, and you try to apply the fundamental laws of Newtonian gravity to your engineering project.

Customer Experience 158

Customer Experience Engineering Start-ups Customer Survey 158

ECXO

MAY 29, 2024

Success Stories Many successful companies credit their improved customer experience to the use of cross-functional teams. For instance, a well-known tech company overhauled its customer support process by assembling employees from its engineering, marketing, and customer service departments.

CX 156

CX Innovation E-commerce Real Estate 156