Customer Success

October 16, 2020
proactive

Proactive support is the holy grail of customer support – Interview with Paul Adams of Intercom

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across […]
September 10, 2020
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About time – Intercom puts proactive customer service back on the agenda

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the […]
September 7, 2020
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Customer success (CS) = Customer experience (CX) + Customer outcomes (CO) – Interview with Nick Mehta of Gainsight

Today’s interview is with Nick Mehta CEO of Gainsight, a customer success technology provider that helps businesses retain customers and drive company growth. Nick joins me […]
August 25, 2020
listen with your heart

The value of putting heart into your customer and employee listening

Recently I came across a quote from Donella “Dana” Meadows, an American environmental scientist, educator, and writer and author of the books The Limits to Growth […]