Wed.Dec 14, 2022

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How do customers want to talk to businesses? Our new survey reveals what you need to know

Intercom, Inc.

We’re fast approaching a new year, with major changes in customer support trends and customer expectations. So what does “good customer support” look like for 2023? We conducted a major survey to find out what people want and expect from customer service, and made some fascinating discoveries. Our latest study contacted 1,000 US customers across generations, to learn more about what they want and expect from businesses as we enter 2023.

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From BigCo to Startup: 20 Tips for Evaluating Early-Stage Companies & Making the Leap

First Round Review

Considering moving from BigCo to startup? We crowdsourced a tactical guide for first-time startup job-seekers on how to evaluate career opportunities at early-stage companies.


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Our biggest releases of 2022: A next-generation Inbox, our most powerful Messenger yet, and the introduction of tickets

Intercom, Inc.

2022 has been a year for the books, with major changes and uncertainty across every industry. . Through it all, we’ve focused on building delightful features for our customers – and today, we’re focusing on something a little more positive with our roundup of the biggest and best of what we’ve built for you this year. Below are the highlights of what we’ve built for you in 2022, but there’s so much more to see.

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Leadership Tip #20: Consciously Delegate to Free Your Management Time

Johanna Rothman

Jim, a relatively new manager said, “I don't have nearly enough time. I'm in meetings all the time. And I still need to do some of my previous technical work. I feel stretched from one end of the work day to the other.” We spoke for a few minutes. I asked him to eyeball the Management Time Sheet (link is to the google sheet) and see where he spent his time.

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Reimagined: Building Products with Generative AI

“Reimagined: Building Products with Generative AI” is an extensive guide for integrating generative AI into product strategy and careers featuring over 150 real-world examples, 30 case studies, and 20+ frameworks, and endorsed by over 20 leading AI and product executives, inventors, entrepreneurs, and researchers.

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Why Your Company Needs a Fractional CTO

Valerian Tech

There are many benefits to hiring a fractional CTO, also known as a part-time or interim CTO. A fractional CTO can bring a wealth of knowledge and experience to your organization without the added expense of a full-time executive. One of the main benefits of hiring one is that they can provide expert guidance on technology strategy and decision-making.

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5 Surprising Tips for Beta Testing Your Product Over the Holidays


Not only can beta testing help improve the quality of your product, but it can also provide valuable insights and feedback during the busiest time of the year. In this blog we share tips for planning and executing a successful beta test over the holidays.

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The 2022 UX Research Tools Map with Roberta Dombrowski


The 2022 UX Research Tools Map is live! Learn how the 4th annual UX Research Tools Map came to life, and how we categorized 230+ tools by primary use cases.

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ONE THING on Differing Personas

Product Culture

I once saw four giant photos, each a with a different smiley person, posted on company elevators. “Those are the personas the marketing team came up with,” an unhappy-looking product manager told me. “They're making a big deal out of them but they don’t help us at all.” It turned out these were buyer personas , profiles of the people who wrote the check for the company’s product.

Naming 52
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Venture capitalist Harry Stebbings on getting into venture

Intercom, Inc.

. There were quite a few memorable scenes from The Social Network, the 2010 movie that chronicles the inception of Facebook – and the lawsuits that followed. There’s the initial whirlwind of a breakup that leads to the highly problematic, the moment Saverin confronts Zuckerberg for being cheated out of his shares, the perfectly delivered “drop the ‘the.’ Just Facebook.” But it was none of those scenes that lingered on Harry Stebbings ’ mind.

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Entity Resolution Checklist: What to Consider When Evaluating Options

Are you trying to decide which entity resolution capabilities you need? It can be confusing to determine which features are most important for your project. And sometimes key features are overlooked. Get the Entity Resolution Evaluation Checklist to make sure you’ve thought of everything to make your project a success! The list was created by Senzing’s team of leading entity resolution experts, based on their real-world experience.

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Paperform “quiz”

Nir Eyal

The post Paperform “quiz” appeared first on Nir and Far.

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Harvard Business Review and Gainsight Report on the New Responsibilities for Product Leaders


During times of economic uncertainty, the secret to survival is to double down on your customers. That doesn’t mean just more time with Customer Success (CS) or building great products to meet customer demands. It also means delivering positive product experiences and overall exceptional customer experiences. . At Gainsight, we’ve seen firsthand that the most successful digitally powered B2B companies focus on delivering a positive product experience (PX) to their customers.