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

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. At least, that’s Annette Franz ‘ s two cents on the matter. Few people are as passionate about customer experience as Annette, the founder and CEO of consulting firm CX Journey Inc.

Customer Experience 211

Customer Experience User Friction User Testing Customer Feedback 211

Roadmunk

JUNE 15, 2017

These syncs show Latif I’ve extracted insights from what he regularly shares with me and I can distill that information to our product team. Roadmunk is a small product organization, so every day I report to and work with our CEO, Latif Nanji. It’s to the point where I feel like my notebooks are filled with more of his “notes” than mine.

Product Management 71

Product Management Product Manager Onboarding KPIs Management 71

PMLesson's Ace the PM Interview

MARCH 15, 2021

I typically find myself in uncharted waters when it comes to my product work, and it’s really fulfilling to dive in deep and learn all the nuances. But if you show them real data that this is the case, it becomes harder for them to refute. PM Superpowers PM superpowers can manifest in many ways.

Weak Development Team 52

Weak Development Team User Testing Feedback Software User Friction 52

Sequent Learning

OCTOBER 7, 2019

Study after study shows that diversity is good for business. Jennifer Brown is a leading diversity and inclusion expert, dynamic keynote speaker, best-selling author, award-winning entrepreneur and host of The Will To Change podcast, which uncovers true stories of diversity and inclusion. Read the Transcription. [00:00:23]

Reporting Tools 58

Reporting Tools Product Management Product Manager Data Visualization 58

Intercom, Inc.

JULY 11, 2019

If you’re a company that can be really customer-centric and can have your entire executive team talking to and understanding the voice of the customer, you will thrive. In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. Short on time?

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

Intercom, Inc.

MAY 10, 2018

All have benefited from the sage advice of growth expert and Andreessen Horowitz general partner Andrew Chen. Andrew’s been an angel investor and advisor for a slew of name-brand startups; however, he’s most widely known for his invaluable essays on growth. If you enjoy the conversation check out more episodes. Short on time?

User Testing 224

User Testing Customer Experience Onboarding KPIs Customer Feedback 224

Intercom, Inc.

SEPTEMBER 8, 2021

When Maggie’s in an interview process, she likes to dive deep not only into the candidate’s proudest wins and the moments they went above and beyond, but also their mistakes and losses: “During my interview process, one of the biggest telling signs for when I pass on a candidate is probing into why a deal was lost.

Weak Development Team 118

Weak Development Team Feedback Software User Testing Customer Experience 118

Intercom, Inc.

APRIL 9, 2020

Around the world, with offices closed and people staying at home, most of life is happening online now. That means brick-and-mortar shops are learning on the fly to take their businesses digital, and folks at home are pushing their utilities and SaaS products to the brink. Some of their problems are easily solved via help content on your site.

User Testing 245

User Testing Customer Experience Customer Feedback Feedback Software 245

UX Planet

FEBRUARY 26, 2024

Largely picking up from the voices of designers themselves, the article amplifies their call for reform, advocating for a more human-centered and ethical approach to design talent evaluation. Table of contents (part I) 1. Table of contents (part II) click here for the second part 7. What motivates designers to promote design challenges?

User Testing 89

User Testing Research Software Data Visualization Feedback Software 89

Business of Software Conference

JULY 13, 2020

Long ago he started CD Baby, and wrote a great little book about it called “Anything You Want” In this BoS Talk Derek will offer some perspectives on what we can do to be more mensch and make the world a better place, how can we end up on the right side of history, and why we should keep our eyes on how the game we play is going to end.

Customer Experience 59

Customer Experience User Testing Research Software Feedback Software 59

Business of Software Conference

SEPTEMBER 3, 2019

How does a bootstrapped software company effectively market especially when its founders despise (and, in fact, suck at) sales and marketing? The answer for PDQ.com finally came, in part, from Charles Bukowski: Don’t Try. The founders just started doing what they loved: Talking tech. The content was created for people, not algorithms. Transcript.

Analytic Tools 40

Analytic Tools Marketing Research Software Technical Review 40

Andrew Chen

DECEMBER 10, 2018

After all, if we’re “between” platforms, and there isn’t something as big as the iPhone coming up, is there anything interesting left? In the 70 slide deck below, I cover a couple key concepts: Accelerating technology adoption. In the 70 slide deck below, I cover a couple key concepts: Accelerating technology adoption.

User Testing 100

User Testing Startups Technical Review Customer Experience 100

Business of Software Conference

JULY 28, 2020

And so, when we say something back to them maybe in a snarky tone of voice or that is actually just snarky, they hear that and they go “aha! Humans are horrible at risk management! How are we even still around? We’re now the dominant species on the planet. You will learn: how risk choices that appear unreasonable from the outside may not be.

Reporting Tools 69

Reporting Tools Research Software Data Visualization Banking 69

Andrew Chen

MAY 14, 2018

This was originally published on Intercom’s blog here. Hope you enjoy! -A]. Listen to the podcast here ». tldr; Here’s 5 quick takeaways. This creates an acquisition treadmill with built-in natural churn. Those working in growth and retention must continually seek “fresh powder.”. How are you settling in? The people are really great.

User Testing 71

User Testing Customer Experience Onboarding KPIs Data Visualization 71

Business of Software Conference

APRIL 9, 2021

Everything about remote working you need to know from the Co-Founder of Wildbit and the founder of Balsamiq. Streaming direct from the USA and Italy, two titans of remote working spoke at BoS Online Europe back in 2020. Transcript. Mark Littlewood. Natalie Nagele. Mark Littlewood. Mark Littlewood. Natalie Nagele.

Weak Development Team 40

Weak Development Team Software Review Definition Customer Experience 40

Business of Software Conference

AUGUST 30, 2019

Claire Suellentrop, Founder/CMO, Userlist.io. When marketing a product, it’s common for founders to focus on the product itself. Look at our cool features! We help you do XYZ activity, but better!” This is a recipe for getting lost in the noise. Join the smart people who get BoS updates. Unsubscribe anytime. We will never sell your email address.

Research Software 40

Research Software Messaging Analytic Tools Feedback Software 40

Andrew Chen

DECEMBER 10, 2018

After all, if we’re “between” platforms, and there isn’t something as big as the iPhone coming up, is there anything interesting left? In the 70 slide deck below, I cover a couple key concepts: Accelerating technology adoption. In the 70 slide deck below, I cover a couple key concepts: Accelerating technology adoption.

User Testing 40

User Testing Startups Technical Review Customer Experience 40

Business of Software Conference

JANUARY 6, 2020

AI, Hype, And The Future Of Humanity // Rick Nucci, Guru. We’ve all seen movies about artificial intelligence getting smarter than us and overthrowing our stronghold to make us obsolete, but how close are we to total subordination, and is the fear of losing jobs to robots as real as we are led to believe? Unsubscribe anytime. Transcript.

Reporting Tools 40

Reporting Tools Feedback Software Data Visualization Artificial Inteligence 40