Intercom, Inc.

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Customer Experience 223

Customer Experience User Testing Product Research Research Software 223

TechEmpower - Product Management

AUGUST 21, 2023

Most innovators don’t have a technical background, so it’s hard to evaluate the truth of the situation. We hear them explain that their current software development is expensive, deliveries are rarely on time, and random bugs appear. And unless they have a tech background, they can’t look under the hood themselves.

Technical Review 104

Technical Review Software Review Development Team Review Systems Review 104

The Product Coalition

AUGUST 6, 2021

In today’s competitive business environment, technology is increasingly shaping the strategies that companies develop to try to outdo their competition. One of the main examples of this are the customized software applications that companies are rushing to develop to allow them to better connect with their users.

Consulting 158

Consulting Reporting Tools Engineering Research Software 158

Mind the Product

MARCH 17, 2020

Others have tried, but we’ve yet to find anyone else with her depth of experience (spanning stints as a developer, designer, researcher and product manager), her empathy for both users and stakeholders, her experience as a teacher, and her sense of humour. Has clicking that icon met the user intent of the feature?

Product Research 41

Product Research Research Software Customer Experience Feedback Software 41

Mind the Product

AUGUST 25, 2020

They frustrate our users, ruin the best-laid plans, and screw up our sprints. What’s better, unit tests or user acceptance testing? The post Building Quality Products – Stacy Kirk on The Product Experience appeared first on Mind the Product. What’s better, unit tests or user acceptance testing?

Technical Review 124

Technical Review Customer Experience Product Research User Testing 124

Mind the Product

AUGUST 11, 2020

A UK-based consultant, Joe Leech has built a reputation for managing change (for both users and stakeholders) and as the guy to call when a product launch has gone wrong. The post Managing Change – Joe Leech on The Product Experience [Rebroadcast] appeared first on Mind the Product. Just call him Mr Joe. Related Links. *

Customer Experience 172

Customer Experience User Testing Product Research Entertainment 172

Roman Pichler

SEPTEMBER 11, 2023

I view it as an entity that creates tangible value for users and possibly customers as well as the business. Once you’ve identified and selected a specific product, you can take the next step and determine the people who are required to create or progress it and generate the desired user and business benefits.

Reporting Tools 360

Reporting Tools User Testing Customer Experience Product Research 360

Mind the Product

APRIL 21, 2020

We’ve heard it again and again – these are odd times; we’re not working remotely, we’re working during a crisis; this is not the new normal. You’re not working the same way, and your customers have different needs than they did a month ago. Customer Discovery. Remote Working. Adapting to change.

Product Research 187

Product Research Customer Experience Feedback Software Research Software 187

Intercom, Inc.

APRIL 8, 2020

This is a time of great uncertainty, with everyone suddenly having to adjust to social distancing restrictions and widespread industry upheaval. Our customers are relying on Intercom more than ever, and often in a host of new and unforeseen ways. A time for the tried and tested. What information do we need to figure this out?

Software Review 223

Software Review Customer Experience Systems Review Engineering 223

Product Talk

JANUARY 24, 2024

The foundation of continuous discovery is weekly touchpoints with customers. It sounds simple, but what happens if your product is so new that you don’t have any customers yet? What do you do about discovery if your product is so new that you don’t have any customers yet?

Research Software 242

Research Software Feedback Software User Testing Customer Experience 242

Product Management University

SEPTEMBER 11, 2024

Learn Targeted Skills in Small Chunks On the Go Today, Product Management University announced the availability of 15 new micro learning courses for high technology product managers in B2B. As workloads grow heavier and product management teams are asked to do more, there’s less time to learn new skills or keep current skills sharp.

Product Manager 264

Product Manager Product Management User Testing Technical Review 264

The Product Coalition

NOVEMBER 11, 2021

Guest post by Rebecca Monfries, Head of Delivery at Terem Technologies, and Nathan Bruce, Lead Business Analyst at Terem Technologies. Hopefully you’ve already discovered the features that are going to give you a higher return on investment, so now is the time to break them down and understand them in more detail?—?to

Definition 184

Definition Technical Review Customer Experience User Friction 184

Intercom, Inc.

JUNE 1, 2021

Over the course of the past year, the customer support landscape has changed for good. As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. According to recent research, however, many teams aren’t sufficiently equipped to meet these new challenges.

Data Visualization 232

Data Visualization Reporting Tools Research Software Customer Communications 232

Mind the Product

FEBRUARY 16, 2021

The post Building Accessible Products – Jonathan Hassell on The Product Experience appeared first on Mind the Product. How do we get a great experience of a digital product for every single person using it? Visit The Product Experience homepage for more information and more episodes! Links mentioned in this episode.

Product Research 218

Product Research Customer Experience Feedback Software User Testing 218

Alchemer Mobile

APRIL 14, 2020

How deep does your understanding of the technology go as a PM? And how much do you try to be, like, a subject matter expert from a technological standpoint compared to your engineering team? How do you manage executive expectations, customer expectations, and technical resources? Christy: All right. I am Christy Culp.

Technical Review 246

Technical Review Technical Advisors Customer Experience User Testing 246

Product Management University

JULY 31, 2023

The career paths for sales engineers (SEs) and solution consultants (SCs) are wide open due to the blend of business and technical skills, sales skills and positioning expertise required to succeed in this role. Are Sales Engineers and Solution Consultants the Same? Are Sales Engineers and Solution Consultants the Same?

Feedback Software 130

Feedback Software Consulting Engineering Technical Review 130

Mind the Product

JUNE 24, 2020

But Fabrice des Mazery, CPO at Thiga, suggests the skills we’ve honed during this time can actually be useful in building relationships with our customers. In this episode, sponsored by Amplitude, he draws on his experience at Deezer, [.]. Review us on your podcast app so that we can use your feedback to be better.

Customer Experience 156

Customer Experience User Testing Product Research Customer Feedback 156

Mind the Product

NOVEMBER 17, 2020

It’s been drilled into our heads time and time again – as product people, we know that we are not the customer. What follows is that we need to get to know our customers, to figure out what their problems are, how they perceive & prioritise them, and how they react to the solutions we [.].

Research Software 170

Research Software User Testing Product Research Customer Experience 170

The Product Coalition

NOVEMBER 2, 2021

A Technical Exercise In this post, I’ll offer my idea of the sort of technical abilities expected from a product manager. But is a surprisingly small amount of materials about the technical aspect of PM work. The Product Interview?—?A This can be highly useful for hiring managers, as well as for PMs planning their roadmap.

Technical Review 139

Technical Review Analytic Tools Software Review User Testing 139

Mind the Product

JANUARY 5, 2021

The post The Habits of Successful Product Managers – Dave Martin on The Product Experience appeared first on Mind the Product. Marty Cagan’s books Inspired: How to Create Tech Products Customers Love and Empowered: Ordinary people, Extraordinary Products. He also tells us about [.]. Links mentioned in this episode.

Product Research 185

Product Research Customer Experience Feedback Software Technical Review 185

Intercom, Inc.

JANUARY 16, 2020

The idea of a virtual whiteboard is so simple that even the least technologically literate amongst us could likely understand the concept. But what happens when you take away the constraints of an actual whiteboard – the location, the space, and the time? Short on time? Andrey and his team are finding out.

Research Software 249

Research Software Data Visualization User Testing Customer Experience 249

The Product Coalition

DECEMBER 13, 2021

In due course, the startups need to invest a good amount of time in organizing the strategy and roadmap to track the product performance to get an early product-market fit and scalability. The framework provides a platform to keep the pace of sustainability for a longer time than quick failure. Goals: Goals should be S.M.A.R.T.

Framework 154

Framework Startups User Testing Onboarding KPIs 154

Mind the Product

AUGUST 5, 2020

The post Service Design and Product – Andy Budd on The Product Experience appeared first on Mind the Product. A founder of Clearleft, a member of Adobe’s Design Circle, and a prolific Twitter user, he has some definite opinions on the matter. Creating a better customer experience. Twitter user?

Customer Experience 147

Customer Experience Product Research User Testing Feedback Software 147

Johanna Rothman

NOVEMBER 16, 2020

One of my reviewers for the Modern Management Made Easy books asked a fascinating question: I've never seen this many women in management or in senior leadership positions. Do these stories reflect your experience? Yes, the stories reflect my experience. The idea of a code review or a design review?

Technical Review 112

Technical Review Research Software Software Review Systems Review 112

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

Mind the Product

MARCH 9, 2021

There’s no glory in working on internal tools – no one ever gives you credit for success, it’s almost impossible to recruit for, and there’s never enough time to fix all of the things that are needed. The post Managing Internal Tools – Emily Patterson on The Product Experience appeared first on Mind the Product.

Feedback Software 152

Feedback Software Customer Experience Product Research Technical Review 152

Product Talk

APRIL 8, 2020

For this post, we spoke with a product team from Simply Business about some of the major lessons they’ve learned since adopting continuous discovery habits like interviewing their customers, questioning their assumptions , and using the opportunity solution tree to guide their work. What does the company do and who are your main customers?

Product Research 283

Product Research User Testing Research Software Data Visualization 283

The Product Coalition

NOVEMBER 19, 2020

He doesn’t have a technical background and currently works in a different domain. He’s become passionate about technology and wants to make a career switch. Almost all PM jobs require 3+ years of experience building products. These programs are made for grads with no experience. 3+ years of experience is the minimum.

Technical Review 161

Technical Review Product Manager Product Management Research Software 161

Intercom, Inc.

OCTOBER 21, 2021

?. We all know an outstanding customer experience can set you apart from the competition, but is it possible, or wise, to guarantee it? The key to earning (and keeping) our customers’ trust and business, Jeff says, is in the promises we make and expectations we meet, no matter how small.

Customer Experience 129

Customer Experience User Testing Customer Feedback Airlines 129

Productside

AUGUST 26, 2022

It’s uncertain that a private company like SpaceX could rival NASA’s experience and funding. There are definite technical similarities between the powerful rockets, and both have shaped space technology in new, innovative ways. They build over a long period of time by sticking to linear, sequential phases.

Reporting Tools 156

Reporting Tools Technical Review Systems Review Agile 156

Mironov Consulting

APRIL 12, 2020

Implications for customers, markets and company economics that may change what we build. This is a time to demonstrate our humanity and empathy. Talk through synch vs. asynch work models and time assumptions. Or adjust assumptions about response times. Can your company drop-ship tech or supplies?

Customer Experience 140

Customer Experience Reporting Tools Technical Review Transportation 140

Mind the Product

APRIL 6, 2021

For most of us, the way that we conduct user research has been different during a year of lockdowns. Not so much for Anna Lee Anda, UX Research Manager at Zendesk — as someone with a global customer base, she’s been working with these techniques for ages. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 129

Product Research User Testing Research Software Customer Experience 129

Mind the Product

AUGUST 19, 2019

I’d like to share five lessons from my experience that can help you start your own journey. From my experience, the problems that ML can help to solve usually fall into one of these buckets below: Could we make the user experience more tailored and personalised? Could we make the user experience safer?

Artificial Inteligence 190

Artificial Inteligence Data Visualization Product Research Reporting Tools 190

Mironov Consulting

MAY 24, 2022

Everywhere I go, I see massive amounts of product waste : development work delivered on time/on budget that doesn’t drive sales or customer satisfaction or business improvement.  Yet I think serious product discovery and end user validation may be stuck in this cultural/conceptual gap.  Product

Product Research 143

Product Research Reporting Tools Technical Review Onboarding KPIs 143

Intercom, Inc.

AUGUST 18, 2022

Sarah Dayan is a staff engineer at Algolia , a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API, and the host of two tech podcasts: Developer Experience and Entre Devs. How would she provide the right technical direction for the company?

Engineering 204

Engineering Software Review Technical Review Development Team Review 204

Mind the Product

MARCH 31, 2021

Read more » The post Metrics of Success – Rik Higham on The Product Experience appeared first on Mind the Product. Experimenting to make educated choices. Henrik Kniberg’s ‘Minimise the Gap Between Maker and User’ Mind The Product talk. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 134

Product Research Customer Experience Feedback Software User Testing 134

Userpilot

OCTOBER 19, 2024

Think of Net Promoter Score (NPS) software as a tool to measure your customers’ feelings about your product, and categorize them based on their level of loyalty (promoters, neutrals, and detractors). Userpilot is a product growth platform that can collect customer feedback directly within your product.

Feedback Software 85

Feedback Software Analytic Tools Data Visualization Research Software 85