Consulting Customer Experience Government Technical Advisors 
Intercom, Inc.
JANUARY 5, 2023
Delayed orders, faulty services, missing information, you name it – every time a customer reaches out, it tells you something about the friction they’ve experienced. Customer service teams are all too often drowning in angry, repetitive tickets, and yet, we don’t seem to focus enough resources on tackling the reasons behind it.
Mind the Product
MAY 29, 2018
He is the co-author of the New York Times bestseller, The Lean Entrepreneur and has over 20 years experience helping companies bring high-growth products to market. He has recently served as the Head of Product & Experience at Workbar, Chief Design Strategist at Fresh Tilled Soil, and Innovation Architect at Constant Contact.
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Gainsight
OCTOBER 1, 2021
Its progress is in parallel to the beginnings of customer success itself. Over time, CS evolved when more CSMs and CS leadership looked to improve and standardize its practices, processes, and procedures. . Others were consultative, or they advised about technical needs. Where would it sit on the org chart?
Modus Create
MAY 11, 2020
Here, in this two-part article series, you’ll find my thoughts about how the product community can help humanity, by sharing their experience in dealing with uncertainty, difficult decisions, emotions, and data. We live in times of introspection, times when we really understand that there are forces much bigger than us, the mere humans.
Mind the Product
NOVEMBER 30, 2017
The GDPR will also apply to countries outside the EU who have customers within the EU. And even though the UK is leaving the union, the UK government has confirmed that the GDPR is here to stay. How Will GDPR Affect Your Customers? A customer can request access to their data. The Cost of Getting it Wrong Will go up.
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