Intercom, Inc.

MARCH 15, 2018

As a startup scales, the importance of infrastructure engineers simply can’t be overstated. They’re the ones making sure your app is secure, that uptime looks good, and that the rest of your engineering org has the right tools to build features your users need and want. The tenets of foundation engineering at Stripe.

Engineering 214

Engineering Start-ups Innovation Outlook 214

ECXO

OCTOBER 23, 2024

VtT (Voice to Text) technologies are a great add-on to the sentiment analysis as very often call logs that require manual input from the agent might miss some important points of the interaction. They track metrics like retention rates and engagement to gauge the success of their recommendation engine.

AI 207

AI Customer Service Sentiment Analysis Predictive Analytics 207

ECXO

MAY 27, 2024

bnbvvvV Upcoming Impact of AI on Enterprise Technology Design: Enhancing CX and Business Outcomes Article source: [link] Introduction Artificial Intelligence is revolutionizing enterprise technology, and will redefine enterprise software design, and transform how businesses enhance customer, user experiences and drive business outcomes.

AI 227

AI Technology Technology CX 227

Futurelab

APRIL 26, 2024

Ever tried to convince engineers they are doing something wrong? When we advised a global electronics manufacturer on their innovation process, I thought their heads of R&D would bite my head off for even thinking of changing it. What do these consultants know about engineering anyway? Check that.”

Engineering 162

Engineering Manufacturing Innovation Start-ups 162

ECXO

DECEMBER 25, 2024

The Changing Landscape of Customer Expectations Over the last decade, customer expectations have evolved dramatically, reshaped by advancements in technology, the proliferation of online shopping, and the increasing availability of personalized services. Below is an actionable list to help companies harness CX for sustainable expansion: 1.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

eglobalis

JULY 31, 2024

Marketing technology (MarTech) is pivotal in enhancing CX by integrating data, automating processes, and enabling personalized interactions sometimes in real-time. These engines analyse customer behaviour, preferences, and purchase history to provide a more relevant and customized experience.

Customer Experience 434

Customer Experience Social Media Predictive Analytics AI 434

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. Similarly, IT can work closely with Operations to ensure that the necessary technological infrastructure supports both departments’ needs.

CX 450

CX Finance Customer Journey Map Innovation 450

Intercom, Inc.

NOVEMBER 9, 2022

Few books have chronicled how innovation takes place – and how market leaders fail to seize it – as well as Clayton Christensen ’s seminal book The Innovator’s Dilemma. So why not take a page from the startup book and set up new avenues and opportunities so people can innovate in their job? And it’s a sound strategy.

Innovation 226

Innovation Start-ups Government Technology 226

Intercom, Inc.

AUGUST 20, 2020

Unpacking this central conundrum is at the heart of Alex Wolf’ s work – the self-described “consumer-facing anthropologist” has made a career by thinking deeply and talking widely about issues related to the pervasive role of technology in modern life. She asks what are the risks involved in “outsourcing” so many of our skills to technology.

Technology 243

Technology Technology Social Media Start-ups 243

eglobalis

JUNE 27, 2024

IKEA’s vision of creating a better everyday life is reflected in their commitment to sustainability, affordability, and innovative design. Philips focuses on improving people’s health and well-being through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 460

Customer Experience Net Promoter Score VOC Government 460

Uniphore

JANUARY 4, 2022

At Uniphore Converse 2022, enterprise executives from CX to Sales will learn the latest innovations in automation, conversational AI and emotion intelligence. Join us as we explore the technology and strategies needed to accelerate key initiatives, improve customer retention and drive revenue growth in today’s enterprise.

Contact Center 317

Contact Center AI Innovation Customer Retention 317

Intercom, Inc.

APRIL 20, 2022

Our strength lies in knowing when we should follow standard best practices for design and when we need to innovate and create something new. “We We believe there’s no value in innovating if it doesn’t solve our customer’s problem. This is just not the right place to innovate: usability comes first.

Innovation 211

Innovation Machine Learning Engineering Start-ups 211

Intercom, Inc.

DECEMBER 12, 2018

Known as the Martech 5000 — nicknamed after the 5,000 companies that were competing in the global marketing technology space in 2017, it’s said to be the most frequently shared slide of all time. The reasons for this growth – high-velocity economics of software innovation, the migration of money from old media to new media, etc.

Technology 223

Technology Technology B2C B2B 223

ECXO

JANUARY 25, 2022

Ray leads the Thunderhead R&D team, responsible for our reputation for disruptive technology. Before Thunderhead, he was VP of Customer Experience at Pegasystems and VP of Engineering at Chordiant Software. He has extensive expertise in customer relationship management, customer decisions, and self-learning.

Customer Relationship Management 296

Customer Relationship Management Innovation Engineering CX 296

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. Innovative startups. The first army are innovative startups. Basic technology execution is becoming easier too.

Engineering 224

Engineering Technology Technology Innovation 224

ECXO

JULY 29, 2024

Coca-Cola’s vision of refreshing the world and inspiring moments of optimism is reflected in their commitment to sustainability and innovation. Vodafone focuses on connecting for a better future through meaningful innovation, aligning their culture with this vision through extensive training programs and open communication.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Intercom, Inc.

APRIL 4, 2022

One of the joys of an engineering career is how varied it can be – the size, industry and above all culture of any company entirely determines what an engineering job actually looks like on a day to day basis. I’ve been a Product Engineer at Intercom for just over two years. Joining Intercom.

Engineering 118

Engineering Start-ups Technology Technology 118

Intercom, Inc.

OCTOBER 13, 2020

At Intercom, we have taken advantage of these technologies relatively early. So, modern machine learning opens up vast possibilities – but how do you harness this technology to make an actual customer-facing product? New software engineers quickly learn that a lot of complexity arises from error handling.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

Intercom, Inc.

JUNE 15, 2022

We’re excited to sponsor a new equity, diversity, and inclusion scholarship for students of the University of Limerick’s Immersive Software Engineering (ISE) course – valued at €10,000. Software engineering will play a crucial role in the future of business, society, and even our planet. Innovative course design.

Engineering 104

Engineering Education Innovation Technology 104

Intercom, Inc.

FEBRUARY 28, 2018

We are laser focused on driving breakthrough innovations which help our customers grow their businesses efficiently. Our teams across Intercom think and work holistically, so when we talk about Product, we mean engineering, design, product management, research and analytics. Ann is a successful serial entrepreneur and product leader.

Engineering 195

Engineering Machine Learning Innovation Sales 195

Intercom, Inc.

APRIL 19, 2018

In engineering, you want to move fast, ship often and solve real customer problems. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich: Today I’m the Senior Director for Foundations Engineering at Intercom.

Engineering 192

Engineering Technology Technology Start-ups 192

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. The post AI & CS: Innovate or stagnate appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Innovation 101

Innovation AI Start-ups Government 101

ECXO

JUNE 25, 2024

This capability not only speeds up the design process but also enables a more comprehensive exploration of innovative ideas. 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.

AI 156

AI Customer Experience Legal Manufacturing 156

Totango

APRIL 18, 2023

Leveraging the power of AI, we can take a big step forward to boost productivity, reduce the time it takes to accomplish tasks, and adapt more quickly to new goals and contexts – and thus make customer success a significant growth engine for our companies. Looking at the opportunities ahead, this means we’re taking a “People + AI” approach.

Innovation 105

Innovation AI Engineering Sales 105

Logicalware

JANUARY 25, 2022

Tech analysts have announced their top technology trends to watch in 2022. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1. A few familiar technology trends will also be making a comeback… Here are five trends you need to know about right now: 1.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Customer Think

OCTOBER 29, 2021

Emerging AI is more than just a new technology. Some compare this technological expansion to the explosive engine or the industrial revolution, but it’s much more than that. Now, for the first time in history, innovation is altering every aspect of our existence. […]. Photo by Pixabay, CC0 1.0

Innovation 87

Innovation AI Engineering Technology 87

Callminer

APRIL 20, 2020

Therefore, BPOs embracing new technologies are likely to be more future ready and have a stable outlook moving forward. With this in mind, frequent visits from a senior engineer from the off-shore vendor to the client site during the design phase can help ensure a clear project understanding.

Legal 286

Legal Artificial Intelligence Engineering Government 286

ECXO

MAY 29, 2024

Cross-functional teams are instrumental in spearheading ongoing enhancements and fostering innovation to ensure the delivery of exceptional customer experiences. Increased Innovation: The collaborative energy of having all necessary stakeholders in one room can spark creativity and innovation.

CX 156

CX Innovation E-commerce Real Estate 156

Intercom, Inc.

SEPTEMBER 9, 2022

In the past five years, we’ve seen neural network technology really take off into its own. “We’ve seen sustained progress of something new and exciting – neural-network-driven technology – really starting to come into its own and be useful” Des Traynor: Well, let’s start at the end, in a sense.

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Experience Investigators

APRIL 8, 2025

It’s time for another CX Pulse Check to discuss current events and innovations in CX. Before Management Consultants, Enrique worked in the telecommunications sector as a Senior Project Engineer for Telefonica and several other companies in the early to mid-2000s.

CX 52

CX Management Consulting Engineering Innovation 52

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. Some of this cut deep.

Engineering 249

Engineering Start-ups Innovation Technology 249

ECXO

JULY 26, 2023

Real-time data analytics and CDP adoption are gaining traction in Europe and across the globe IT leaders last year told IDC that investing in technology to achieve real-time decision making was a top priority. Technology in itself doesn’t make the difference. But, technology on its own does not make the difference.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Intercom, Inc.

MAY 20, 2021

Here’s an overview of the conversations I’ve chosen, along with a link to the original full episodes: Tech philosopher Alex Wolf on designing harmonious technology. Intercom on Product: The siren call of innovation. Her fans include iconic figures like Janelle Monae and Snapchat CEO Evan Spiegel.

Machine Learning 211

Machine Learning Innovation Engineering Start-ups 211

Intercom, Inc.

JUNE 9, 2022

You’ll hear from Product Designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for Innovation and Engineering Manager Martha Moniz on building better solutions by keeping it simple. The key is knowing where to follow best practices and where to innovate.

Engineering 138

Engineering Innovation Start-ups Machine Learning 138

Intercom, Inc.

DECEMBER 21, 2021

That doesn’t just apply to our Engineering team, it’s also the way we work on the Content team. Kesha focuses on the Intercom engineering team, but there’s invaluable insights for every team in here as he takes a close look at the factors you need to consider to maximize quality and security in your work. Thoughts on innovation.

Innovation 196

Innovation Engineering Entertainment Start-ups 196

Intercom, Inc.

JUNE 10, 2020

Because your product changes, your industry evolves, technology evolves, and your competitors get better, you must continue to have direct experiences with your customers. But our PMs, Designers, Engineers don’t work in Support. This ability to predict is about shooting for repeatable product success. But time does not stand still.

B2B 291

B2B Engineering Start-ups Transportation 291

Customer Think

JUNE 26, 2024

In the fast-paced world of engineering and construction, workflow automation has become essential to enhance efficiency, reduce errors, and save time. By implementing automation, companies can streamline their operations, improve communication, and ensure projects are completed on schedule.

Construction 64

Construction Engineering Innovation Technology 64