Futurelab

APRIL 26, 2024

Ever tried to convince engineers they are doing something wrong? What do these consultants know about engineering anyway? However, the issue at hand was not bad engineering, it was poor commercialization. #NoBullshitCX #20yearsFuturelab “Consumers should care. Check that.”

Engineering 157

Engineering Manufacturing Innovation Start-ups 157

Intercom, Inc.

JULY 14, 2021

As a principal engineer, you can effectively be operating as a team of one – and that makes it a little trickier to manage your time. . At Intercom, we believe that a principal engineer should “set goals autonomously and at the level of scope and ambition usually associated with a team.” Engineering org needs.

Engineering 151

Engineering Start-ups Technology Technology 151

Callminer

MARCH 17, 2022

Which came first, the call recorder or the recording engine? Honestly, it doesn't matter as they serve to very different use cases. Read more about each in this new blog.

Engineering 182

Engineering 182

Adrian Swinscoe

JUNE 4, 2024

Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.

Engineering 147

Engineering Customer Service Artificial Intelligence Contact Center 147

Intercom, Inc.

SEPTEMBER 29, 2022

So far, on the engineering side, we’ve covered the importance of keeping it simple and being technically conservative. First off, our Group Engineering Manager, Levent Ali , explains how engineers should be taking ownership of the solution. Today, we’re going to tackle two more.

Engineering 129

Engineering Start-ups 129

Intercom, Inc.

AUGUST 11, 2021

It breathes life into your engineering team, and teams across the company, as customer issues and requests are resolved quickly and efficiently. We encourage engineers to ship the smallest thing (we call them cupcakes ) as quickly as possible, and every new hire on our engineering team ships a feature within their first week.

Engineering 282

Engineering Start-ups 282

Intercom, Inc.

APRIL 22, 2021

As it turns out, he’s also quite the writer – since the last time we spoke , he has published not one but two books on engineering. After writing An Elegant Puzzle about the challenges of engineering management in high-growth organizations, his focus shifted to a career path that’s much less understood – the technical leadership track.

Engineering 274

Engineering Start-ups Non-Profits Construction 274

Intercom, Inc.

NOVEMBER 30, 2022

Sell more stuff to new buyers within your customer base: You can think about who the adjacent buyers are within your company, so if you’re selling to marketing, could you also sell to sales, if you’re selling to engineering could you also sell to product. Focus your roadmap on optimizing it, and only then … Find your new revenue engine.

Engineering 151

Engineering E-commerce Start-ups B2B 151

ECXO

AUGUST 12, 2024

Personalization Engines: Personalization tools like Sitecore and Dynamic Yield analyze customer behavior and preferences to deliver customized content and product recommendations, driving engagement and fostering stronger customer relationships. These tools enhance customer satisfaction through efficient, personalized communication.

Customer Experience 365

Customer Experience Predictive Analytics Social Media Machine Learning 365

Intercom, Inc.

JULY 14, 2022

That skill required constant practice – an unrealistic ask for the majority of product engineers who are busy delivering product. For that, we needed to get traces into the hands of engineers as soon as possible. Engineers had a small set of convenient methods to add custom instrumentation to their code.

Engineering 272

Engineering Start-ups Customer Retention Customer Experience 272

Intercom, Inc.

AUGUST 11, 2020

And while seeing this work come to fruition, Sam, a Product Engineer at Intercom, was inspired to find more ways to get involved. My team’s lead engineer stopped what he was doing and announced to the all-male room, ‘Looks like the token female engineer has arrived.’ Know the scope of the issue.

Engineering 289

Engineering Start-ups Education 289

Intercom, Inc.

NOVEMBER 2, 2021

I’ve led teams of engineers for almost a decade but when I look back at my own management career I regularly thought I was a “good manager”, at times even a great one. As a software engineer, no matter how senior you are, you always seek code reviews before deploying new code to production. . Always ask for advice. Don’t blame, own.

Engineering 291

Engineering Construction Sports 291

eglobalis

NOVEMBER 19, 2024

Building AI-Enhanced Engineering Platforms AI is enabling companies to create engineering platforms that improve precision and scalability. Autodesk, based in Europe, uses generative AI to assist architects and engineers in exploring innovative design options for buildings and products.

B2B 451

B2B Agriculture CX AI 451

Adrian Swinscoe

JULY 27, 2024

Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe. Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft.

Engineering 130

Engineering Customer Service 130

Intercom, Inc.

FEBRUARY 4, 2020

Whether you’re a customer support representative or a product engineer, you will encounter issues and problems that you just don’t have the answer to. While I learned this skill as a support engineer, even now as a product engineer, the 15-Minute Rule is still something I use regularly. Navigating the way to a solution.

Engineering 261

Engineering 261

Intercom, Inc.

JANUARY 12, 2021

From premature optimization to over-engineering solutions for your product, it’s easy to get caught up in making technology decisions that slow you down instead of speeding you up. These things are usually artifacts of some engineer’s Objectives and Key Results (OKRs). The top ten technical strategies to avoid.

Engineering 269

Engineering ML Technology Technology 269

ECXO

NOVEMBER 25, 2024

Steps to Evaluate Feasibility: Engage R&D, engineering, and operations teams early to map out potential challenges. Insights: Feasibility isn’t just about engineering effort—it’s about whether implementation will introduce inefficiencies or misalignments with your technology stack.

B2B 391

B2B Engineering Innovation CRM 391

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.

MAY 25, 2022

This allows us to develop teams of deep domain experts to support and enable product engineers as they build the next generation of Intercom, and provide world class observability tooling, scaling, reliability, and secure-by-default build patterns. . This allows engineers to observe production without the need to write any additional code. .

Engineering 252

Engineering Technology Technology Customer Experience 252

Intercom, Inc.

FEBRUARY 9, 2022

I mean that in a very practical sense: PMs, Designers, and Engineers at Intercom use our R&D principles every single day to guide their decision-making. What’s more, we haven’t hired hundreds of brilliant PMs, designers, and engineers just to ask them to unquestioningly follow a cheat sheet. “If Intercom is built on principles.

Engineering 276

Engineering Start-ups 276

Intercom, Inc.

FEBRUARY 26, 2018

by Rich Archbold, Senior Director of Engineering at Intercom. In this battle, I’ve found a secret weapon hidden within one of our core engineering strategies, an idea called Run Less Software. When I say “execute”, I don’t simply mean the engineering challenges of building something. The same is true in software.

Engineering 224

Engineering Technology Technology Innovation 224

Intercom, Inc.

OCTOBER 13, 2020

New software engineers quickly learn that a lot of complexity arises from error handling. It’s hard to balance investment optimally across ML, product, engineering, and design. You might easily be over-engineering your solution or solving slightly the wrong problem. We can’t assume the ML will always perfectly do what we want.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

Intercom, Inc.

APRIL 8, 2020

We’d like to share some insights from what we’ve learned so far about software delivery and operations over the past few weeks of working from home during COVID-19 , and how we as an engineering team have adjusted to this unprecedented, unpredictable situation. New situation, new processes? What do we need to change?

Engineering 223

Engineering Start-ups 223

Intercom, Inc.

JULY 23, 2019

. “Everyone who works on our product inherits the three top-level principles and then also the principles appropriate to their domain” We have three top-level principles for how we build software, five product design principles, and five engineering principles. Engineering principles. Our deliverable is not the design file.

Engineering 221

Engineering Start-ups Technology Technology 221

eglobalis

OCTOBER 9, 2024

Will it require significant engineering hours or new infrastructure? Challenges : Evaluating feasibility involves input from product teams, designers, R&D, engineers, and operations. Actionable Suggestion : Collaborate closely with your engineering and product teams to assess technical challenges early.

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441

Callminer

NOVEMBER 9, 2020

noted that call centers with banks and call center agents fall victim to social engineering. For example, many times fraudsters start by socially engineering call center agents to give away or change sensitive information, which the fraudsters use during follow-up online transactions to steal money out of customer accounts.”

Contact Center 345

Contact Center Engineering Scorecard Retail 345

Intercom, Inc.

MAY 19, 2020

After all, excellent design and engineering can only come from product teams that are empowered to solve hard problems and build great software. In our model, product teams effectively own a piece of the product, and consist of a Product Manager, Designer, and a few Product Engineers. Alignment on great product teams.

Engineering 245

Engineering Customer Retention 245

eglobalis

JULY 31, 2024

” Personalization Engines Personalization tools such as Sitecore, Oracle, SAP, Dynamic Yield and Optimizely deliver tailored content and product recommendations based on individual user data. These engines analyse customer behaviour, preferences, and purchase history to provide a more relevant and customized experience.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

Intercom, Inc.

APRIL 13, 2021

Our product engineers are empowered to build great features, fast. So we decided to do something contrary to our engineering principles – run our search infrastructure ourselves on Elastic Compute Cloud hosts, or EC2 as it’s known. In Intercom, we believe that shipping is our company’s heartbeat.

Engineering 249

Engineering Start-ups Technology Technology 249

CX Accelerator

FEBRUARY 2, 2020

Other fields of study that had more than one representative were computer science, mathematics, engineering, history, and sociology. Out of 35 total responses, 53 majors, minors, and graduate degrees were represented, and some clear leaders emerged. 30% have degrees in business administration, 9% in marketing, 7.5%

Customer Experience 320

Customer Experience Business Administration Customer Journey Map CX 320

Intercom, Inc.

APRIL 2, 2018

We also explicitly call out that the individual engineer owns the technical design process for their own projects. Instead, it means that at an early stage they should proactively seek out engineers to collaborate with and get feedback from, to get the best possible outcomes for their projects.

Engineering 219

Engineering Start-ups 219

Intercom, Inc.

JULY 25, 2019

Obviously our goal, like any product and engineering team, is to ship great software that customers, love, value use, etc. And then we five engineering principles, again, specific to the discipline of engineering. Everyone inherits the top three, and then if you’re an engineer, you’ve got five engineering principles on top.

Engineering 209

Engineering Start-ups Innovation Gaming 209

Intercom, Inc.

FEBRUARY 16, 2022

In many cases, these projects had turned out to be some of the biggest these companies had ever taken on, taking the majority of their engineering team more than six months to complete. . “We Once we started building, our engineering principles helped us to keep moving fast. Lesson #2: Stick to your principles.

Engineering 234

Engineering Start-ups Legal Sales 234

Intercom, Inc.

FEBRUARY 18, 2020

Then we have our engineering principles. This helps new people who join get up to speed quite quickly” As long as I can remember, we’ve had this tradition where new engineers who join Intercom ship something to production on their first day and ship a feature in their first week. Ember’s evolution. Glimmer arrives.

Engineering 221

Engineering Construction Start-ups Gaming 221

Intercom, Inc.

MAY 19, 2021

The positive impact we had on engineering was readily apparent, which led to more investment in the core technologies area. It also led to a queue of engineers wanting to join the team. We have more than one engineer who is an expert in each core technology that we owned. Widening the circle of ownership.

Technology 216

Technology Technology Engineering Start-ups 216

ECXO

JANUARY 25, 2022

Before Thunderhead, he was VP of Customer Experience at Pegasystems and VP of Engineering at Chordiant Software. Ray leads the Thunderhead R&D team, responsible for our reputation for disruptive technology. Share this event: If you want to get in touch with Ray Garber, he is on LinkedIn.

Customer Relationship Management 296

Customer Relationship Management Engineering Innovation CX 296