CX Accelerator
MAY 16, 2018
Apparently I’d live eight years longer if I moved to Hawaii? Year One - Beware of candle warmers… I’ll be the first to admit that my tenure here got off to a bit of a rough start. Thinking it would be like playing with Play-Doh, I picked it up and attempted to extract a sample, sending burning hot wax directly into my lap.
Intercom, Inc.
JUNE 14, 2018
I imagine when you’re working with companies like those that you’ve consulted with over the years, you end up repeating many ideas over and over. I’d go up to the whiteboard and start to draw something. So I’d start drawing these diagrams of our user map, or our funnel, or whatever it was. Laura: Exactly.
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Customer Bliss
NOVEMBER 26, 2019
But even with each person executing his or her task perfectly, your mom still ends up alone on that gurney in the hallway. One person takes her from her room to her test, and then leaves her there, another does the test and moves her back to the hallway to wait for someone to pick her up. Start with employees.
Zendesk
APRIL 26, 2021
What started as a global health crisis became the accelerant in our transition to a truly digital-first world. Good customer service requires a mix of the right skills and customer service software that meets customers needs and sets support teams up for success. Improving your skills starts with learning. Product knowledge.
Gainsight
OCTOBER 7, 2019
Every meeting I have with leaders about customer success starts pretty much the same: “Nick, before we get started, I want to let you know that our business is a little different from most typical companies.”. That doesn’t always mean consumption, and therefore revenue, will go up and down unpredictably.
Beyond Philosophy
FEBRUARY 15, 2021
received her doctorate in marketing and behavioral science at Stanford University, taught at the University of Hawaii, and worked at Apple as a data scientist. Wilson agreed, adding that employing a behavioral scientist allows an organization to have better starting points for answering questions and facilitating better question asking.
Steven Van Belleghem
DECEMBER 10, 2018
This trend may have started before 2019, and indeed I have talked about it a lot in 2018, but 2019 is the year when it is really going to take off. Human interaction will become tech-augmented in a way that will start to feel normal, and quickly become the expected standard. 2 Chatbots grow up. We’ll let you know when!”
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