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.

Customer Experience 138

Customer Experience Customer Feedback Feedback Software User Testing 138

UX Studio: Product Management

JULY 14, 2021

UX studio is one of the global innovation design consulting firms focusing on UX design, research, and strategic consulting. We researched the top design consulting firms’ competency level, experience, and portfolio to define the most reliable design thinking companies you can trust and partner with in 2021.

Consulting 86

Consulting Research Software Reporting Tools User Testing 86

Userpilot

MARCH 3, 2022

This includes market research (potential employers), understanding product strengths (your value to the customer), iterative development (subsequent drafts), or refining the UI (formatting). Careers in programming are a good springboard as are those in sales, customer service, or marketing.

Data Visualization 84

Data Visualization Analytic Tools Technical Advisors User Testing 84

The Product Cafe

JANUARY 18, 2024

He is a key advisor and speaker known for his product strategy insights. Active in course creation, advising, and angel investing in the tech sector. Enzo Avigo A ten-year veteran in Product Management, focusing on user experience and product strategies. This course does not require a technical background.

Artificial Inteligence 52

Artificial Inteligence Technical Advisors Customer Experience Certifications 52

Business of Software Conference

NOVEMBER 26, 2018

This will change the way that a lot of people think about product market fit, BS metrics, understanding the needs of the people that really matter. Video, Slides, Transcript and Rahul’s blog about this follow… Understanding Customers. So I’m going to talk about Product-Market Fit. Anyway, my name is Rahul.

User Testing 103

User Testing Engineering Product Marketing Feedback Software 103

The Product Coalition

JANUARY 5, 2021

For example, institute regular meetings with each stakeholder or have stakeholders name product ambassadors, who then act as “liaison officers” and train them accordingly. Team up with the user experience people and run, for example, user journey or user story mapping workshops. How do you deal with that?

Product Research 97

Product Research Technical Advisors Customer Experience User Testing 97

Userpilot

JANUARY 17, 2023

Value realization can make the difference between a customer who unsubscribes and a customer who becomes a brand advocate. If you want to build a loyal customer base and nurture product growth , your focus should be spent on making users realize the value of your product as soon as possible—which might be trickier than you think.

Feedback Software 86

Feedback Software Research Software Onboarding KPIs Customer Experience 86

UX Studio

JANUARY 24, 2024

She has an extensive background in Customer Experience and Telecommunications fields, with more than 15 years of experience working both as a designer and researcher, while also leading large teams. But I also advise designers not to oversee the business side of the relationship. Karthik: That’s amazing.

Research Software 63

Research Software Feedback Software UX User Testing 63

Product Innovation Educators

OCTOBER 29, 2018

Empowering product teams to create an agile culture with a customer focus. This podcast is named The Everyday Innovator and I call the people who listen Everyday Innovators. We actively look for problems and unmet needs, recognizing that those are opportunities to create value for customers. That has meaning.

Technical Advisors 72

Technical Advisors User Testing Customer Experience Product Research 72

The Product Coalition

NOVEMBER 3, 2020

And, you know, sometimes such a request is better than a 75-pages technical requirement. Hey, my name is Kristina Spiridonova, I’m an account manager at Purrweb. What are the user scenarios? Why does the user want to send a message? Technical specification might be helpful for accounting?

Weak Development Team 89

Weak Development Team Technical Advisors Development Software Developers 89

Effective Roadmap Planning and Development Process for Enterprise Products

AUGUST 2, 2018

Roadmap Planning process Unlike Consumer products, you have two different types of audience to satisfy in Enterprise world, namely Buyer and User Persona. Similar approach applies to user persona. Market Research : Adopt Primary and Secondary research techniques to gather intelligence on the market.

User Testing 40

User Testing Enterprise Roadmap Product Research 40

Userpilot

JANUARY 18, 2022

A product launch release email is an essential part of a product launch marketing strategy and it’s meant to inform users, either current or potential ones, of a new product or feature release as well as offer more details on the changes that occurred. This is the most direct way of reaching users. This is where emails come in.

User Testing 86

User Testing Feedback Software Research Software Technical Advisors 86

Mixpanel

MAY 5, 2021

Teams are praised whenever they release a new feature (or product) to their customers. He was the Growth Advisor in Residence at Greylock Partners, Growth Lead at Pinterest, and first marketer at Grubhub. He advised companies like Tinder, Hipcamp, Reddit, Canva, and Pocket. Why should you NOT keep this feature?

Technical Review 144

Technical Review Analytic Tools Customer Experience Software Review 144

Intercom, Inc.

MAY 19, 2022

For the last couple of years, the pandemic has forced organizations to adapt and make changes in how they grow, provide support, and retain customers around the world. With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Declan Ivory , VP of Customer Support at Intercom.

Reporting Tools 104

Reporting Tools Data Visualization Feedback Software Customer Feedback 104

Userpilot

SEPTEMBER 8, 2021

Product tours are an essential way to onboard users in your app. Yet, all too often, SaaS businesses see their customers not completing the product tour, or even churning during the onboarding stage. Product tours are a way of showing users the product features they need to learn in order to activate. Let's get into it.

Analytic Tools 81

Analytic Tools Feedback Software Onboarding KPIs Software Review 81

UX Studio

MAY 15, 2018

The technicalities of the design handoff also matter, but however nice and neat the specification, it makes little difference if you haven’t actually talked to developers until the design handoff. If done well, they also serve as descriptive additional features improving the user experience. Naming conventions.

Weak Development Team 96

Weak Development Team Technical Advisors Development UX 96

Gainsight

OCTOBER 1, 2021

Its progress is in parallel to the beginnings of customer success itself. Others were consultative, or they advised about technical needs. They are willing to solve customer problems by “reverse engineering” the issues and getting at the solution. Where Does it Fit? CS Operations Origins. Who would oversee them?

Reporting Tools 52

Reporting Tools Technical Advisors User Testing Construction 52

eG Innovations

JULY 2, 2021

John Worthington (Director – Customer Success, eG Innovations) and Richard Faulkner (Enterprise Solutions Architect, Conversant Group) presented on the topic: “ End-to-End monitoring for your Citrix infrastructures with a single pane of glass “. The concurrent user model works well for organizations with shift patterns, e.g. call centers.

Analytic Tools 105

Analytic Tools Reporting Tools Data Visualization Customer Experience 105

Gainsight

JUNE 18, 2020

Today I’m speaking with Janine Snead , IBM’s Chief Digital Officer, Vice President of Customer Success IBM Cloud and Cognitive Software. IBM has one of the largest product portfolios in the world, and I’m proud of how they’ve found a way to drive customer success across so many business units and products.

Data Visualization 52

Data Visualization Technical Review Technical Advisors Customer Experience 52

The Product Coalition

MAY 15, 2019

have they stood the test of time? As time progressed many Product Managers wondered if they should be a Product Owner and similarly many Product Owners started to wonder where they fit in relation to their Product Manager counterparts. Later whilst being an adviser at Stanford university Neil H. names look familiar, anyone?

Product Management 92

Product Management Product Manager User Testing Product Research 92

Imaginary Cloud - Design

JANUARY 30, 2020

Namely, its potential to provide companies with actionable insights rather than with abstract raw data. Nevertheless, very little has been written about the user experience and the design aspects involved in this new way of accessing and visualizing data.

Data Visualization 103

Data Visualization Analytic Tools Research Software Feedback Software 103

Userpilot

JULY 13, 2021

Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. SaaS companies use walkthroughs to onboard new users, highlight secondary features , and train new staff. There are 3 main areas in which SaaS companies use walkthroughs: New user onboarding.

Analytic Tools 98

Analytic Tools Onboarding KPIs Customer Experience Data Visualization 98

Gainsight

AUGUST 31, 2020

It is a stationary bike system built with a large screen at the front, enabling users to live stream or follow on-demand workouts at home. Instead, it is about what Amy Bunszel, Senior Vice President of Design and Creation Products at Autodesk , learned from the subscription portion of the at-home fitness programs offered by Peloton. .

Data Visualization 52

Data Visualization Analytic Tools Reporting Tools Feedback Software 52

Userpilot

MAY 26, 2021

If you see onboarding in the broader sense as customer education , there are few things more essential than educating your customer about how to derive value from your product. Identify what the Aha Moment and Activation are for each User Segment. Take the user on an interactive walkthrough. Test and iterate.

Research Software 52

Research Software Feedback Software Onboarding KPIs Product Research 52

Userpilot

APRIL 30, 2021

Rather than drain yourself by doing too many things at once, it’s strongly advisable to focus on one channel and find an agency that specializes in that. Look for an agency with expertise in your chosen channel, a solid productized services model, excellent customer service and reasonable prices. Customer service. Broken links.

Research Software 98

Research Software Marketing Technical Advisors Customer Experience 98

The Product Coalition

MARCH 11, 2020

Finally, the term Development Team seems to limit the role to technical people, for example, software engineers. Ignoring technical debt: The Development Team is not demanding adequate capacity to tackle technical debt and bugs during the Sprint. Read more on technical debt and Scrum.) Team leads?

Weak Development Team 78

Weak Development Team Development Technical Advisors Software Review 78

Intercom, Inc.

AUGUST 15, 2018

Find a sponsor , not a mentor — someone who is in the room when opportunities arise and makes sure your name comes up. And in meetings and conversations where those opportunities are being discussed, a sponsor makes sure your name pops up, and they’re maybe pushing those opportunities your way. Building empathy for users.

Engineering 141

Engineering Leadership CTO Coach Feedback Software 141

UX Studio

SEPTEMBER 4, 2019

I also noticed that companies that do pay attention to it have better user experience for their products. And, you know, user experience makes up the whole thing, the whole experience. . They focused too much on their technical side or even visual design, but nothing about the communication. We also need research.

UX 78

UX Customer Experience User Testing Technical Advisors 78

eG Innovations

AUGUST 11, 2022

It includes the ability to monitor user experience – from logon time to application launch time to screen refresh latency so administrators can easily monitor and track if they are meeting their service levels (SLAs). He also covered: A walk-through of some troubleshooting case studies from user reported issues to diagnosis.

Analytic Tools 52

Analytic Tools Data Visualization Reporting Tools Research Software 52