2014 Branding Customer Experience 
Mind the Product
OCTOBER 27, 2016
It’s a common-sense approach, but customer attitudes are shifting significantly, which means there’s a growing need for both teams to get each other’s backs in order to effectively deliver a seamless customer experience. To quote Adaptive Path co-founder Peter Merholz from this blog: “The experience is the product.”.
Intercom, Inc.
AUGUST 8, 2019
Today, we’re dissecting the customer experience at one of the hottest companies around: Slack. As someone who’s immersed in customer-experience questions and concerns day-in and day-out here at Intercom, I was fascinated to hear how Slack’s entire team dedicated itself to thinking about the end-to-end customer experience.
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Roman Pichler
JANUARY 8, 2019
See the Rewriting Effort as an Opportunity to Innovate. Consequently, rewriting efforts are often focused on replacing like-for-like: The users get the same product dressed up in new technologies. While this approach works, I wastes the opportunity to innovate and create more value for the users and business.
Intercom, Inc.
JULY 1, 2019
At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. And that changes a lot: how we think about marketing, how we think about what our product is and how we think about what customer success actually is. You never choose razor blades again.
Alchemer Mobile
OCTOBER 2, 2018
Starbucks pioneered the way in connecting digital and physical experiences, a task with many moving pieces that add a level of complexity that’s infamously difficult to get right. transactions in 2017, Starbucks has perfected the art of seamless cross-channel experiences. So yeah, so let’s get started. They still like me.
Intercom, Inc.
JULY 16, 2020
By Loren Padelford’s estimate, tech is one of (if not the only) industries in the world where the more money you spend, the worse your experience becomes. In the first decade after its founding in 2004, Shopify amassed 120,000 customers and catapulted into the top 10 on Deloitte Technology Fast 500 list.
Roman Pichler
APRIL 2, 2019
This is true for product people and development team members alike in my experience. Therefore, make an effort to involve the right individuals. I once worked on a new product development effort where more than one hundred developers in three locations had been allocated right from the start of the project. 3 Build an MVP.
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