ECXO

JANUARY 21, 2025

To start the year with a twist, Im shaking things up. Apex grew quickly, adding new products to their lineup and hiring employees to keep up with the demand. Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products. Couldnt set it up.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ECXO

MARCH 19, 2025

The Rise of Silent Services: Embracing Quietude in Customer Experience Introduction: A World That Wont Shut Up Imagine stepping into a store, and before you even have a chance to breathe, a salesperson materializes out of thin air like a genie, ready to “assist” you. Heres why businesses are embracing the quiet revolution: 1.

Customer Experience 228

Customer Experience AI Start-ups Technology 228

eglobalis

NOVEMBER 5, 2024

Here are some of Brian’s books that I have up here; the rest are in one of our boxes downstairs. 1. Altimeter became a platform where Solis refined his research, helping shape the field at a time when businesses were just starting to recognize the importance of embracing digital change.

Innovation 461

Innovation CX Social Media Entertainment 461

Inside Customer Service

FEBRUARY 21, 2025

Follow-it up with a short email that contains the pre-assignments. Start by reviewing the overall goal for the training that you identified on the Workshop Planner. Start by reviewing the week one assignments. Start by reviewing the week two assignments. Start by reviewing the week three assignments.

Start-ups 173

Start-ups Customer Relationship Customer Service 173

eglobalis

OCTOBER 14, 2024

The Innovation and Keeping Up with the Fast CX Evolution Challenge Currently, from Sweden, Switzerland, South Korea, China, Germany, and Israel to the United States, several universities are beginning to focus on Customer Experience (CX) and related subjects. In some cases, particularly in the U.S.,

Education 444

Education Customer Experience Customer Journey Map Innovation 444

eglobalis

MARCH 30, 2025

By intervening quicklyposting updates or reaching out to affected usersthey manage the experience in real time, potentially turning around sentiment that would have shown up as poor NPS scores weeks later. Think of the star rating prompt right after an Uber ride, or the thumbs-up/down after a Netflix episode.

AI 312

AI CX Sentiment Analysis Predictive Analytics 312

ECXO

APRIL 18, 2024

He even ended up helping them debug it himself, staying up all night, fueled by his love for his customers and copious amounts of coffee. But at some point, his colleagues started to notice the positive impact of his efforts, and some even began to emulate his customer-centric attitude. Was this routine exhausting?

Customer Experience 314

Customer Experience Start-ups Customer Feedback Sales 314

Intercom, Inc.

OCTOBER 13, 2020

We are at the start of a revolution in customer communication, powered by machine learning and artificial intelligence. So, modern machine learning opens up vast possibilities – but how do you harness this technology to make an actual customer-facing product? At Intercom, we have taken advantage of these technologies relatively early.

Machine Learning 281

Machine Learning ML Engineering Start-ups 281

PeopleMetrics

JANUARY 23, 2025

But knowing the score is just the starting point. AI and Humans: A Powerful Partnership As always, while AI excels at identifying patterns, predicting outcomes, and recommending actions, its still up to humans to bring these insights to life. The real work begins when you take action to improve those metrics.

NPS 118

NPS AI E-commerce CX 118

Futurelab

FEBRUARY 22, 2025

There are automation projects, trainings, a chatbot, a voice bot, an AI test Everything looks on track until customer feedback is brought up, and they are unhappy. And when the dust settles, they realize their efforts dont add up to a better customer experience or a competitive advantage. Last year you have been very busy.

Legal 130

Legal Start-ups AI Technology 130

Intercom, Inc.

JANUARY 5, 2021

Indeed, our first R&D principle is “Start with the problem.” This spirit is summed up by a quote commonly attributed to Henry Ford: “If I had asked people what they wanted, they would have said faster horses.” The starting point for product design should always be a customer problem.

Transportation 279

Transportation Start-ups Finance 279

Intercom, Inc.

FEBRUARY 16, 2021

Try drawing an animal, or a vegetable, or a fruit that doesn’t exist – you’ll end up with some bizarre drawings but each of them will be an elaborate combination of elements you’ve seen before. The more basic elements you have starting out, the more objects you can potentially create, and the more complex each object will be.

Start-ups 283

Start-ups Transportation Innovation Technology 283

ECXO

JUNE 11, 2023

If you need to rethink your CX offer, or haven’t got started, time is not on your side. The pandemic has only speeded up these changes. Let’s get started. Start with with your customers Conduct thorough research – revisit your customer data to understand your target audience, their needs, and preferences.

B2B 390

B2B B2C Touchpoint Customer Satisfaction 390

Intercom

NOVEMBER 13, 2024

Instead, they can use AI tools to manage increasing support volume quickly and without driving up costs, all while providing a great customer experience. The impact AI is having on support teams, right now: Get real-world advice and strategies from other support leaders for getting started with AI, winning exec buy-in, and driving results.

Customer Service 98

Customer Service AI Start-ups Business Growth 98

ECXO

JUNE 9, 2024

Just Shut Up: Talking Less and Listening More for a Stellar Employee and Customer Experience In the bustling world of business, where words often flow faster than the coffee in the break room, there’s an underrated skill that can transform the way we interact with both employees and customers: the art of listening. Then switch roles.

Customer Experience 374

Customer Experience Gaming Innovation Start-ups 374

Callminer

OCTOBER 11, 2018

FCR measures on KBs could indicate if certain articles are missing and give insight into whether KBs are causing people to give up and speak to an agent. This is the time it takes agents to finish up all the admin and follow-up details before they can begin a new call. Post-call work time. In the past, this time was 22 minutes.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. After pushing a bit more for a supervisor, I was left with no choice but to hang up and try again. Again, huh? 28) can’t be empathetic.

Net Promoter Score 316

Net Promoter Score Legal Construction Social Media 316

Intercom, Inc.

JANUARY 19, 2021

It’s the little things that add up over time to really irk a user, and inconsistencies across user interface (UI) components – like buttons, menus, or content – are all symptomatic of a larger issue at play. Once again, users were confused, and it didn’t take long for the requests to pile up. You can take a bottom-up approach.

Start-ups 272

Start-ups Engineering 272

Intercom, Inc.

FEBRUARY 9, 2022

Now consider what happens when those misaligned people start onboarding even newer folks, compounding misalignment. That’s a bit of a mouthful – the kind of word salad you end up with when you try to compress a big idea down into a single sentence. And principles are not just for onboarding new hires.

Engineering 276

Engineering Start-ups 276

Intercom, Inc.

NOVEMBER 2, 2020

The start of any journey begins with consulting a map. But if you’re a product designer starting out on a new project, you might find yourself with a blank page, and the job of drawing the map: of defining the high-level design direction that your team is going to use to chart their course. Those viewpoints need to converge.

Start-ups 289

Start-ups Engineering 289

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. Leaders can tackle this by starting small—creating cross-departmental task forces for specific projects to demonstrate the benefits of collaboration.

CX 440

CX Finance Customer Journey Map Innovation 440

CX Accelerator

OCTOBER 3, 2019

Imagine the employee that shows up to a new job, is ushered to an office where they sit alone for hours poring over paperwork, waits a week for IT to set them up with a computer, and goes hours without meaningful human interaction with colleagues. Here are 7 tips things we came up with: 1.

CX 296

CX Voice of the Customer Contact Center Start-ups 296

Intercom, Inc.

SEPTEMBER 14, 2021

If you want to ship great product that users love, you need to start with a clear understanding of what problem you’re trying to solve for your user and why. At Intercom, we always “ start with the problem ” when beginning any project – it’s part of how we apply the Jobs-to-be-Done framework. Start with the solution.

Start-ups 224

Start-ups 224

Intercom, Inc.

OCTOBER 15, 2020

We’ve all followed his writing since the start and he is a true business framework guru, and he’s also an inspiring character personally to me and has taught me so much. Let’s just start with a very brief background. Where did it start and where are you today? But I actually started at Ford Motor Company.

Sales 265

Sales Start-ups Engineering Education 265

Intercom, Inc.

DECEMBER 10, 2019

This project, like many feature-driven projects, is stuck further up the framework stack. The alternative approach is to start with a desired outcome. And it was totally wide open – there were zero beliefs about how to do this, it was completely up to the team. Identifying proxy metrics helps to accelerate progress.

Start-ups 281

Start-ups Gambling Engineering Customer Retention 281

Intercom, Inc.

MAY 16, 2022

Too often, a discussion can become unfocused, brainstormed solutions end up scattered and lacking direction, or the session devolves into a competition of who can assert their ideas louder. Workshops are about getting stuff done, and are often used as milestones to start things or make decisions. “As Start with an overview.

Start-ups 245

Start-ups Gaming Technology Technology 245

PeopleMetrics

MARCH 24, 2025

Theres a certain kind of VoC ROI thats immediateyou close the loop on a bad experience, follow up with the customer, maybe save the relationship, maybe turn a detractor into a promoter. It might notice that long wait, check-in line, and front desk delay are showing up more often than before. Thats great. Thats meaningful. The Payoff?

VOC 90

VOC Close the Loop AI Text Analytics 90

Intercom, Inc.

NOVEMBER 9, 2021

When you’ve launched your product, raised a round or two, and scaled the business beyond the early days, inevitably things start to slow down. Here, I dive into how to remain a startup, what to look out for as you scale, and how to grow up without growing old. You used to speak in hours and days, and now it’s months and quarters.

Innovation 257

Innovation Start-ups 257

Intercom, Inc.

JANUARY 20, 2022

Since then, in anticipation of Intercom’s R&D plan for 2022, we started looking at our internal cadence of productivity and kicked off a project to evaluate each process from ideation to shipping. And sure enough, the feedback was that things were starting to slow down. And once momentum decreases, it’s a lot harder to speed up.

Engineering 249

Engineering Start-ups Innovation Technology 249

Intercom, Inc.

AUGUST 25, 2020

What’s up?”. “I That process still fails a good bit, but most of us know to repair confusion quickly with follow-up questions. We’re in dialogue about my ups and downs.” Imagine what it might’ve started out as. One example to get you started: Netflix’s “Who’s watching?” Hey, can you help me a sec?”. Test it out.

Legal 290

Legal Start-ups Engineering AI 290

Intercom, Inc.

JULY 21, 2022

What started as a series of interviews by co-founder Des Traynor soon bloomed into hundreds of episodes where we explore how businesses are driving growth through customer relationships and how to build successful products at scale. All you have to do is enter your email to get started. Where did you start? Into the archives.

Start-ups 215

Start-ups E-commerce Engineering Customer Acquisition 215

Intercom, Inc.

AUGUST 26, 2021

. “We had customers that we wanted to talk to, and there were no good tools for talking to customers over the Internet” Des Traynor: This better not end up like one of those NPR documentaries, where it’s like, “My name is Des Traynor and blah blah.””We From the ground up. That’s all it was.

Start-ups 223

Start-ups Finance Customer Feedback Customer Expectations 223

Intercom, Inc.

DECEMBER 9, 2022

He told us things were starting to scale. a text-generating AI, and according to OpenAI , it can generate text in a dialog format, which “makes it possible to answer follow-up questions, admit its mistakes, challenge incorrect premises, and reject inappropriate requests.”. And just like that, we’re at it again. Where did it learn that?

Machine Learning 279

Machine Learning AI Start-ups Engineering 279

Intercom, Inc.

JULY 15, 2021

For them, everything is a prototype, and prototypes are the perfect starting point for getting to the real problems that need to be solved. To just start things off, can you tell us a little bit about yourself and your background and what drew you to IBM? I am a user experience practitioner from the day I started thinking about life.

AI 245

AI Machine Learning Start-ups Technology 245

Intercom, Inc.

SEPTEMBER 9, 2022

We wanted to know what’s up with this surge, so we’ve asked our Director of Machine Learning, Fergal Reid , if we can pick his brain for today’s episode. Despite the work still being very much a balancing act between what’s possible and what’s feasible, things, it appears, are just starting to scale. What’s up?

Machine Learning 249

Machine Learning ML Unstructured Data Start-ups 249

Experience Investigators

OCTOBER 11, 2024

The Difference Between Customer Service and Experience: Reactive vs. Proactive Let’s start with the big question: How are customer service and customer experience different? A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with.

Business Growth 98

Business Growth Customer Service Customer Journey Map CX 98