eglobalis

MARCH 24, 2025

[link] Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective [link] Ten Ways to Turn Organizational Silos into Collaboration Engines [link] The post Agent AI Is Exploding in Contact CentersYet the Human Experience Remains Irreplaceable appeared first on Eglobalis.

Contact Center 323

Contact Center AI Compliance Machine Learning 323

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

ECXO

OCTOBER 23, 2024

This level of personalization would be impossible to achieve manually, especially for large companies with thousands or millions of customers: · Amazon : Amazon’s AI-driven recommendation engine analyzes browsing history, past purchases, and customer preferences to deliver personalized product recommendations.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

eglobalis

DECEMBER 17, 2024

AI tools like recommendation engines (used by Netflix and Amazon) demonstrate how anticipating preferences fosters deeper customer loyalty. A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings.

AI 337

AI CX Sentiment Analysis Net Promoter Score 337

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.

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

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

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 425

Customer Experience Social Media Predictive Analytics AI 425

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 366

Customer Experience Social Media Predictive Analytics Machine Learning 366

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

eglobalis

FEBRUARY 24, 2025

[link] / Enhancing Customer and Agent Experience with AI-Powered Solutions: A Salesforce-Led Market Perspective [link] Deep Dive into Loyalty and Experience Drivers in the Tech WorldThe Blueprint for Building Long-Term B2B Relationships [link] AI and Customer Experience: The Smarter, Faster, and More Personal Duo Redefining B2B Success [link] Empowering (..)

CX 288

CX B2B AI Innovation 288

Futurelab

MARCH 20, 2025

Maybe the idea that feedback can be good can land in some diehard engineer mind better, if the feedback is from the bot? Early-stage customer development, narrowing down many options to a few prioritized ones, endless iterations of changes this is their use case.

E-commerce 147

E-commerce Engineering AI Customer Feedback 147

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.

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

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 509

Customer Feedback Compliance Innovation B2B 509

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

eglobalis

NOVEMBER 3, 2024

Take the example of Cisco , which created a centralized CX team that coordinates efforts between engineering, sales, and customer support to manage complex B2B relationships. This level of alignment allows each department to work toward the shared goal of enhancing CX without duplicating efforts or missing critical details.

CX 514

CX B2B Innovation Sentiment Analysis 514

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

DECEMBER 25, 2024

154 Actionable Steps to Use Customer Experience to Fuel Growth Using customer experience (CX) as a growth engine requires strategic planning and execution. Example Action: Implement AI-driven recommendation engines on your website to suggest products or services based on browsing history.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

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.

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.

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

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

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

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. These integrated approaches were not built overnight. Over time, the need to connect dots led to centralized CX platforms. appeared first on Eglobalis.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

ECXO

DECEMBER 4, 2024

GE Aviation : GE Aviation provides aircraft engines and associated services. Their customer success team leverages predictive maintenance tools and data analytics to monitor engine performance and recommend preventive actions to airline clients.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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.

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

PeopleMetrics

MARCH 6, 2025

AI and Survey Length AI driven survey engines can enhance shorter surveys by providing adaptive probing. Aim for 815 clear, targeted questions that customers can answer easily in under five minutes. This range is usually the sweet spot for delivering actionable insights without overwhelming your customers.

Net Promoter Score 117

Net Promoter Score Text Analytics NPS Actionable Insights 117