CTO Coach Customer Experience Policies 
Mind the Product
MAY 21, 2019
We talk so much about empowering people because all of our policies and procedures have taken so much of their power away. If teams can do that they have a chance at meeting their customers’ changing needs and generating a return on investment for the business. Patty McCord, former Chief Talent Officer at Netflix.
Intercom, Inc.
JANUARY 5, 2022
In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-party services that can help expedite and facilitate the process. It’s becoming the bare minimum. Start early.
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Valerian Tech
JUNE 5, 2023
With the rising frequency and sophistication of cyber threats, safeguarding sensitive customer data and protecting against potential breaches is of paramount importance. Protecting this data from cyber threats is crucial for maintaining customer trust and complying with stringent data protection regulations.
UX Planet
MARCH 2, 2024
Our design system standardized the way we create experiences globally Global adoption and implementation of the design system. Each team had its own interpretation of the brand’s digital guidelines to support their business, product, and user needs. This was praise and a comment that I heard from our Digital Business CTO.
Intercom, Inc.
DECEMBER 21, 2021
We’re not exactly sure how, but yes, it’s that time of the year again. Farhan Virji , Vice President of Customer Happiness at Later. Will Larson , CTO of Calm. Des Traynor , Co-founder and CTO of Intercom. Code for America’s Amanda Renteria on defining the citizen experience. And the timing couldn’t be more urgent.
Andrew Chen
JANUARY 9, 2020
which has been taking all my time. 28 ways to grow supply in a marketplace (guest essay by Lenny Rachitsky, ex-Airbnb) I’ve been brainstorming and talking to Lenny, who spent time at Airbnb doing much of the same kind of work that I did at Uber. Fascinating infographic: Top grossing media franchises of all time.
Business of Software Conference
JUNE 20, 2019
If you’ve seen me speak before you know how it really it’s a bonding experience for everybody in this room. And these are the times where I’ve spoken at BoS at different times and here we are right now. Few customers, happy. So we’ll try to find some other titles during the talk. It was my dream.
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