Intercom, Inc.

FEBRUARY 25, 2021

Most businesses design customer experiences from the inside out, based on what is best for the company, when they should be doing the exact opposite. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc. How to put the “customer” in “customer experience”.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

The Product Coalition

SEPTEMBER 21, 2023

Congratulations on your new leadership position! Assuming a new leadership role is a significant challenge, whether you’ve transitioned within your current organization or stepped into an entirely new one .Each Each time I stepped into a leadership role was exhilarating and demanding. What’s currently a pain point for them?

Leadership 147

Leadership User Friction Customer Feedback Positioning 147

The Product Guy

MAY 30, 2019

Hypotheses are only useful if we test them (with customers), to validate or discard them. As an example, our problem statement could be: Customers encounter a series of friction points when embarking on a shopping journey in a large supermarket. The problems to solve: customer impact and business impact.

User Testing 384

User Testing Product Research Customer Experience Data Visualization 384

Product Talk

JUNE 11, 2025

We explored a few characteristics to look out for when selecting your pilot teams, including the relationships among the team members, their mindset and willingness to learn, and their access to customers. They’re not talking to customers regularly. It’s why our executive leadership meetings can be so tough.

Product Research 177

Product Research User Testing Feedback Software User Friction 177

Productside

MARCH 18, 2025

Scaling a product isnt just about selling moreits about refining product-market fit, unlocking the right growth levers, and making sure your go-to-market strategy actually aligns with what your customers need. In this episode of Productside Stories, our host Rina Alexin talks to Rachel Owens , product executive and growth expert.

User Testing 177

User Testing Product Marketing Marketing Customer Experience 177

Product Innovation Educators

MAY 22, 2023

His answer intrigued me because it identified a clear pain point that isn’t getting enough attention. Then when I heard his backstory in technology leadership roles at Xerox and Experian and the challenges he encountered with product roadmaps, I was eager to invite him to be a guest on this podcast.

Feedback Software 254

Feedback Software User Testing User Friction Customer Experience 254

Folding Burritos

DECEMBER 7, 2017

As Product Managers, we perfectly understand the need to generate and use customer feedback. This led me to reach out to 14 leading Product Managers and talk with them about how they use customer feedback in their own companies and teams. Feedback is only relevant vs. a goal and user context. Understand where it’s coming from.

User Testing 249

User Testing Customer Feedback Feedback Software Customer Experience 249

The Product Guy

FEBRUARY 27, 2020

The kiosks help thousands of customers by providing valuable information and generate a significant portion of the revenue for the company. The sales team and leadership promised the clients to deliver the product without having any discussion with the engineering team. The kiosks are deployed to many airports in the U.S.

User Testing 419

User Testing Weak Development Team Product Research Customer Experience 419

Product Talk

MAY 4, 2022

He also works with design and leadership on the medium-term strategic space, helping decide and define future initiatives that will unlock value for their customers and prospects. He also regularly looks for opportunities to jump on sales or customer success calls with customers who have new use cases. Tweet This.

Research Software 294

Research Software Feedback Software Product Research Data Visualization 294

Intercom, Inc.

JULY 25, 2022

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. Discover the top trends transforming customer engagement. But they’re facing big barriers.

Data Visualization 209

Data Visualization Reporting Tools Analytic Tools Technical Review 209

The Product Guy

MAY 21, 2018

The big vision was clearly overwhelming – we wanted to change how customers interact on the site; we wanted to build the brand new structure to support a new type of customers, to build the internal admin functions to facilitate internal efficiency; and we wanted to holistically rethink everything to link all the above components.

User Friction 261

User Friction Customer Experience Vision Technical Review 261

Userpilot

OCTOBER 31, 2024

Product analytics refers to the process of gathering and analyzing data on how users interact with a product. It tracks key metrics such as feature usage , user flows, and behavior patterns to explore user preferences and pain points. Why should you have a product analytics strategy?

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Onboarding KPIs 105

BrainMates

OCTOBER 20, 2024

The Customer Service Gap Model By ADRIENNE TAN In competitive markets, delivering superior customer value is a top priority. It’s not just about creating a great product—it’s about ensuring the entire customer journey, from initial interaction to post-purchase support, exceeds expectations.

Data Visualization 52

Data Visualization User Testing Customer Feedback Customer Experience 52

Product Talk

MARCH 1, 2023

I realize that many product people have never worked in a product trio , don’t have access to customers, aren’t given time to test their ideas, and are working in what Marty Cagan calls “features teams” or “delivery teams.” It keeps us focused and ensures that we create value for the business while meeting customer needs. said other.

Product Research 290

Product Research Data Visualization Customer Feedback Weak Development Team 290

Product Innovation Educators

JUNE 24, 2024

However, as Mary Baird’s inspiring story shows, a successful pivot from nonprofit leadership to product management is not only possible but also incredibly rewarding. However, Mary’s experience in nonprofit leadership provided her with a unique set of transferable skills that would prove invaluable in her new role.

Product Management 249

Product Management Product Manager User Friction Product Research 249

Intercom, Inc.

FEBRUARY 10, 2022

Customer support has never been a walk in the park. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. To keep up with these changes, last year we released our first Intercom Customer Support Trends Report. Shawn Carter , Customer Care Team lead at Aircall.

Reporting Tools 211

Reporting Tools Research Software Feedback Software User Testing 211

Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team. The results?

Data Visualization 156

Data Visualization User Friction Customer Experience User Testing 156

The Product Coalition

MARCH 24, 2021

Innovators have to build first reference customers in the mainstream market to prove having a promising business model and a compelling offering. Starting with a niche market ensures focusing on a very specific customer problem and probably little to no competition. As we do not have yet data available from live customers?—?or

User Testing 158

User Testing Research Software User Friction Customer Experience 158

Product Talk

OCTOBER 10, 2018

Historically, we’ve asked product teams to deliver a fixed roadmap typically defined by leadership. It’s not just about shipping features, but about creating value for both our customers and our businesses. And you may also have a few of these other folks: data analysts, user researchers, product marketing, or customer success folks.

Product Research 278

Product Research User Testing Research Software Feedback Software 278

Product Innovation Educators

JUNE 12, 2023

Processes include forums to sync with different members of your team and other teams, forums to get leadership alignment, ensuring high quality of deliverables, and OKR planning. Second is setting up the right funnels for access to users. First, we go out and talk to customers. Third is setting goals.

User Testing 253

User Testing Customer Feedback Product Management Product Manager 253

Product Management Unpacked

MAY 19, 2021

Give me an all-in-one solution to compose and communicate, and I’ll be your first customer! Many products simply don’t cater to their users’ needs. Maybe the Product Manager is technically strong but doesn’t understand customers’ context. Learn these skills and create fervent customers. How can this be? After all, as W.

Product Management 193

Product Management Product Manager User Friction User Testing 193

Folding Burritos

DECEMBER 7, 2017

As Product Managers, we perfectly understand the need to generate and use customer feedback. This led me to reach out to 14 leading Product Managers and talk with them about how they use customer feedback in their own companies and teams. Feedback is only relevant vs. a goal and user context. Understand where it’s coming from.

User Testing 170

User Testing Customer Feedback Feedback Software Customer Experience 170

Product Innovation Educators

JANUARY 10, 2022

My path to product leadership has been through entrepreneurship and product diseases. Strategy requires answering the four RDCL (“radical”) questions: Real Pain Points: Why does someone come to your product? Design: What is our solution to those pain points? 22:13] Prioritization.

User Testing 243

User Testing Product Management Product Manager Vision 243

UX Planet

NOVEMBER 18, 2024

These resources might include IT support staff who ensure the online system is functioning correctly, customer service representatives who handle inquiries, and administrative staff who manage the documentation. This platform also supports third-party integrations, enhancing its functionality and user experience.

Data Visualization 98

Data Visualization Feedback Software Framework Analytic Tools 98

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

Data Visualization 218

Data Visualization Reporting Tools Customer Experience Customer Feedback 218

Product Innovation Educators

SEPTEMBER 16, 2024

This approach focuses on understanding customer needs, generating quality ideas, and turning those ideas into real value. It’s what helps create products that customers love and keeps companies successful in the long run. Staying Close to Customers A big part of successful innovation is keeping a close connection with customers.

Research Software 301

Research Software Feedback Software User Testing Analytic Tools 301

Product Talk

FEBRUARY 12, 2020

We then jammed those models into our platform so that customers could access the outputs in many ways.” We’ve onboarded many customers onto our predictive suite and every time we get the same question: ‘How can I test that it works?’ Asking the customer to use a service that makes decisions for them means asking them to trust you.

Product Research 270

Product Research Data Visualization User Testing Research Software 270

Intercom, Inc.

JULY 13, 2021

In a recent survey, our team let us know design career paths and advancement were pain points. For example, here are two expectations we had in the old version of our job levels: Be recognized as an expert in the broad domain of customer communications inside and outside of Intercom. Invent the future of interaction design.

Product Research 271

Product Research Customer Communications Feedback Software Reporting Tools 271

People-First Product Leadership

NOVEMBER 19, 2024

But how do you hone this crucial skill when faced with conflicting data, unsupportive leadership, or an over-reliance on gut feelings? It’s great if customers are signing up for your free trial at rates exceeding expectations. If you caught the prior newsletter , you'll remember the first five themes.

Product Research 52

Product Research User Testing Customer Feedback Customer Experience 52

The Product Guy

OCTOBER 8, 2024

This can make managing expectations difficult, especially when dealing with senior leadership. Understanding Stakeholder Dynamics Stakeholders in product management aren’t just limited to your direct team; they encompass leadership, cross-functional teams, customers, and even external partners.

Customer Feedback 150

Customer Feedback Data Visualization Product Management Product Manager 150

Mind the Product

MARCH 12, 2020

Product managers often use skills like strategic thinking, user research, product prioritization / backlog grooming, data analysis, and communication. Most importantly, effective product managers spend time doing product discovery , the process in which new ideas are iterated and validated with actual customers. Supporting onboarding.

Product Research 239

Product Research User Testing Weak Development Team Customer Experience 239

Product Talk

MARCH 3, 2021

Customer journey maps, story mapping, impact mapping—there are lots of ways to externalize your thinking. Principle 1: Encourage Teams to Discover Opportunities through Continuous Customer Touch Points. Discovering opportunities through continuous customer touch points is one of the guiding principles of continuous discovery.

Product Research 239

Product Research User Testing User Friction Research Software 239

Ronke PM

FEBRUARY 24, 2025

When customers believe that a company is building with them in mind, they invest in the product and the brand itself. Diversity, Inclusion, and Belonging is Product Leadership As product leaders, we are responsible for shaping the future. Populations are growing, demographics are evolving, and customer needs are expanding.

User Friction 59

User Friction Leadership Customer Experience Customer Feedback 59

Ronke PM

FEBRUARY 28, 2025

The Role of Diversity in Product Management Developing customer-oriented products is the primary responsibility of product leaders. When inclusion is embedded at every step, from user research to customer interviews, outcomes improve, revenue grows, and even industry disruption becomes possible.

Product Management 52

Product Management Product Manager User Friction Product Research 52

UX Planet

MAY 27, 2025

Banks that fail to deliver excellent mobile experiences risk losing billions in potential customers. According to a McKinsey report (2022), companies using AI-driven personalization have seen up to a 15% boost in customer engagement and a 1020% increase in cross-sell revenue. According to Quanti research , by the end of 2024, 3.6

Finance 98

Finance Research Software Feedback Software Analytic Tools 98

Ronke PM

SEPTEMBER 28, 2024

Table of Contents Curiosity about products and solutions Understanding customers through creating a culture of curiosity Final thoughts Great products come from curiosity. These leaders are equally inquisitive about their customers, recognizing that their lives extend far beyond their interactions with their products.

Leadership 99

Leadership User Friction Customer Experience Development 99

Product Talk

SEPTEMBER 7, 2022

They already had an established product and regular rituals that helped them consider their users. Through a combination of leadership buy-in, reading, and coaching, they committed to mapping opportunities and testing assumptions before jumping to solutions and found new ways to truly put their users first.

Product Research 295

Product Research User Testing Customer Experience Research Software 295