eglobalis

OCTOBER 9, 2024

Clayton Christensen old quote: “Customers don’t buy products; they hire them to do a job.” – This quote from the father of “disruptive innovation” highlights the idea that customers’ needs are more about solving a problem or fulfilling a job rather than just wanting specific features.

Customer Feedback 441

Customer Feedback Innovation Compliance B2B 441

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.

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.

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

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 98

Innovation AI Start-ups Government 98

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

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

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

Customer Think

JULY 2, 2024

DPE is defined as engaging highly in developing and enhancing innovative products through engineering and digital techniques. The existing methods of conducting commerce are evolving, with the DPE being introduced as the new business model.

Engineering 52

Engineering Innovation Technology Technology 52

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 328

Customer Experience Social Media Predictive Analytics AI 328

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 337

CX Finance Customer Journey Map Innovation 337

Customer Think

SEPTEMBER 7, 2023

Today’s fast-paced & tech-driven business landscape requires organizations to stay ahead of the competition with a keen focus on innovation & efficiency. One transformative thing that has emerged as a catalyst for business growth can be referred to as Digital Product Engineering.

Engineering 49

Engineering Business Growth Innovation Technology 49

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

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

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 102

Innovation AI Engineering Sales 102

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Embracing Technology: A Gateway to Innovation 1.

Innovation 59

Innovation Customer Experience Omnichannel Social Media 59

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

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

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

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 Engineering Innovation CX 296

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 368

Customer Experience Net Promoter Score VOC Government 368

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 372

Customer Experience Net Promoter Score VOC Scorecard 372

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

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 197

AI Customer Service Sentiment Analysis Predictive Analytics 197

Execs In The Know

NOVEMBER 11, 2024

If you’re interested in learning how one of Canada’s most innovative financial institutions prioritizes customer-centricity and uses cutting-edge tech to solve customer pain points, Shannon Burch, Vice President of Experience at Neo Financial , offers a compelling look into the future of CX.

Finance 52

Finance Artificial Intelligence Innovation Touchpoint 52

Logicalware

JANUARY 19, 2024

Customer service agents are extremely knowledgeable, but they are not trained engineers, plumbers or field operatives. Author: Simon Wilkinson Head of Public Sector The post How housing associations can leverage technology to enhance their repair processes appeared first on Puzzel United Kingdom.

Technology 52

Technology Technology Compliance Omnichannel 52

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

Customer Think

JULY 17, 2024

Introduction to the Evolution of Search: Google AI Overviews In the digital age, search engines have continually evolved, enhancing how information is delivered to users. Google, a pioneer in search technology, has introduced AI Overviews—an innovative feature leveraging artificial intelligence to redefine information retrieval.

AI 64

AI Artificial Intelligence B2B Engineering 64

Intercom, Inc.

MARCH 16, 2022

Intercom is a product-led company, focused on maximizing product innovation and development velocity. The secret to Intercom’s success in this realm is simple: years of consistent, careful, and multi-faceted cultural, organizational, and engineering work”. The foundation of our operational health is availability.

Engineering 118

Engineering Technology Technology Education 118

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

Customer Think

JUNE 26, 2023

Advanced technologies have facilitated us with new innovative ways to interact, engage, and serve customers. Almost everything is going digital nowadays, including businesses.

Business Growth 98

Business Growth Social Media Engineering Innovation 98

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

ECXO

APRIL 26, 2023

Increased innovation – CX leaders constantly seek new ways to create value for customers. By working together, the CCO and CDO can innovate to develop new products and services that meet the current needs of customers – and anticipate the future. The centre has won several awards for its innovative designs.

CX 156

CX Net Promoter Score Touchpoint Innovation 156

ProProfs

MARCH 12, 2020

Recent research has revealed that driving a culture of innovation in your organization goes hand in hand with a well-strategized learning and development (L&D) program. Investing in learning and development programs is one way to maintain your competitive advantage and innovativeness over the long term. Read on to discover how! .

Innovation 52

Innovation Gaming Business Operations Technology 52

DMG Consulting

OCTOBER 13, 2023

While the pundits are concentrating on the potential dangers of AI, there is a strong positive side to the equation: AI is and will continue to drive tremendous advancements and innovation in most aspects of our lives, including healthcare, financial services, manufacturing, telecom, education, government, transportation, and many other areas.

Contact Center 77

Contact Center AI Artificial Intelligence Government 77

Intercom, Inc.

MAY 11, 2022

In the SaaS industry, it’s common to experience friction between the desire to move forward with the product and the need to tackle gnarly technical debt that slows down engineers. Product health is assessed constantly in our roadmaps, and we encourage engineers to apply the 20% rule”. We’re deliberate about the trade-offs we make.

Engineering 145

Engineering Start-ups Technology Technology 145

ECXO

AUGUST 2, 2023

A creative at heart, Mike is always innovating ways to apply the power of stories to CX and those to strategy. However, of fundamental importance and impact on enterprise technology design and customer-centricity Thank you so much Dr. Liraz Margalit, for your excellent talk here in the ECXO. Liraz Margalit.

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156