svpg

DECEMBER 22, 2022

It’s not just the user interface. It is meant to reflect the full customer experience. Customer facing and customer enabling. The post Product vs. Policy appeared first on Silicon Valley Product Group. Most people today know that when we refer to “product” we mean that in a very holistic sense.

Customer Experience 125

Customer Experience Reference 125

Intercom, Inc.

MARCH 26, 2020

As the COVID-19 situation continues to impact people, businesses, and communities everywhere, we know it is more important than ever to stay in touch with your customers, and Intercom is committed to helping you stay connected. We have robust plans in place to ensure we continue to deliver the highest levels of technical and business service.

Customer Experience 192

Customer Experience Data Visualization Travel User Testing 192

UX Planet

MARCH 15, 2025

But not everyone vibes with user research. Not all of them, and not all of the time. Note: Im mainly counting stakeholders as senior business/organisation figures and subject matter experts (SME), not end-users or other externalgroups. But user research is different. Stakeholders can be particularly adverse.

User Testing 74

User Testing Research Software Product Research Customer Experience 74

Alchemer Mobile

SEPTEMBER 27, 2018

Customers have endless options when it comes to choosing new brands and services, which means their expectations are high. Immediacy, personalization, responsiveness, and product quality are a handful of the primary reasons customers will choose to be loyal to one brand over another. Be proactive. Engage at the right moment.

Customer Feedback 203

Customer Feedback User Testing Customer Experience Data Visualization 203

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

MAY 18, 2022

You might need to get buy-in or support from leadership, you may need to collaborate with user research or data science teams, and you will likely experience some overlap with customer-facing teams like sales, marketing, and customer success. Your sales rep is responsible for renewing revenue from existing customers.

User Testing 256

User Testing Customer Experience Customer Feedback Product Research 256

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

User Testing 222

User Testing Reporting Tools Customer Feedback Customer Experience 222

BrainMates

OCTOBER 20, 2024

The Customer Service Gap Model By ADRIENNE TAN In competitive markets, delivering superior customer value is a top priority. It’s not just about creating a great product—it’s about ensuring the entire customer journey, from initial interaction to post-purchase support, exceeds expectations.

Data Visualization 52

Data Visualization User Testing Customer Feedback Customer Experience 52

Roman Pichler

JUNE 4, 2018

Business models also tend to change when companies digitalise their business—customer relationships, pricing models, partner and supplier relationships, cost factors, and other aspects are likely to be affected. This example is representative for many companies in my experience: product roles are often applied ineffectively.

Product Management 253

Product Management Product Manager Weak Development Team Management 253

The Product Guy

SEPTEMBER 12, 2017

A user researcher or other UX practitioner may group users by patterns in their behavior, both inside and outside your product. Whether you consider your user base in light of market research or user research, both of these kinds of researchers use the patterns they discover to form personas. Why bring this up?

Research Software 273

Research Software User Testing Analytic Tools Product Research 273

Intercom, Inc.

JUNE 1, 2018

With the new GDPR regulations having come in to effect on May 25th, everybody was getting inundated with emails, asking you to allow companies to keep in touch with you or telling you that they’ve updated their privacy policy. The ability to stress Intercom to the point of breaking, without customer impact, is the ideal.

User Testing 204

User Testing Customer Experience Testing Messaging 204

The Product Coalition

MAY 24, 2020

Product Management in the Time of COVID Part II: Roadmapping Best Practices The second article in the series highlights how lean roadmapping helps product managers navigate change. It was a video call in March, and her company was announcing a work-from-home policy for the foreseeable future. What are we going to do next?

Customer Experience 147

Customer Experience Product Manager Product Management Roadmap 147

Mind the Product

AUGUST 16, 2019

A product is building something to ship to customers, a platform is building a place where other builders or creators can build things to ship to customers. They are removed from the end users; customers never even know the products they use interact with these platforms. These are companies like Uber or Airbnb.

Data Visualization 188

Data Visualization Customer Experience Management Management 188

Intercom, Inc.

APRIL 22, 2019

Some think customers will see the advent of AI as a welcome way to get self-help quickly and get back to their task. Others worry that AI will worsen the customer experience as more and more companies use it to save costs. He joined me for a conversation on tackling issues that come up as you scale your customer experience.

Customer Experience 156

Customer Experience User Testing Analytic Tools Feedback Software 156

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

The Product Coalition

OCTOBER 1, 2022

But given the fact that this industry demands different touchpoints for its clients, it is only appropriate for insurance companies to make their services more accessible and in turn, keep track of their customers via mobile apps. The page should have ample space to let users view their details without having to scroll much.

Data Visualization 194

Data Visualization Development Artificial Inteligence Technical Review 194

Mind the Product

SEPTEMBER 24, 2019

In this episode of The Product Experience, learn how to apply this ethos to your products, where they go, and your whole way of working. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 157

Product Research Customer Experience Entertainment Consulting 157

Intercom, Inc.

NOVEMBER 25, 2021

For Dan Gingiss , at least, investing in your defense – the customer experience – is the smartest move you can make. He’s also a keynote speaker and CX expert with over 20 years of experience in the field, having led teams in social media, marketing, and customer experience at companies such as Humana, McDonald’s, and Discover.

Customer Experience 206

Customer Experience User Friction Branding Books 206

Mind the Product

MARCH 12, 2020

Product managers often use skills like strategic thinking, user research, product prioritization / backlog grooming, data analysis, and communication. Most importantly, effective product managers spend time doing product discovery , the process in which new ideas are iterated and validated with actual customers.

Product Research 239

Product Research User Testing Weak Development Team Customer Experience 239

Intercom, Inc.

MARCH 25, 2021

At Intercom, the security and protection of our customers’ data is of the utmost importance. This is allowing for improved patient experience, increased workflow efficiency, and effective data management. What is HIPAA? However, information security remains a top priority, which is where HIPAA becomes important.

Healthcare 268

Healthcare Data Visualization Reporting Tools Technical Review 268

Product Innovation Educators

OCTOBER 14, 2024

We need to figure out how to use AI to make products that customers will love, while also dealing with all the new things AI brings to the table. Before using AI, check your organization’s policy to make sure you’re in compliance. for real-time information gathering and fact-checking.

Artificial Inteligence 243

Artificial Inteligence Research Software Data Visualization Reporting Tools 243

Userpilot

MARCH 5, 2025

Are you struggling to make sense of scattered user data? The right customer analytics platform helps you uncover exactly how customers interact with your product: so you can spot issues early, optimize user journeys, and drive sustainable growth. Mixpanel – the best cross-platform customer analytics software.

Data Visualization 52

Data Visualization Analytic Tools Feedback Software Reporting Tools 52

Intercom, Inc.

JULY 15, 2021

With a Master’s degree in human-computer interaction and over two decades of experience in user research and user experience in companies like Oracle, he now leads the design team across all product offerings at IBM. If you’re short on time, here are a few quick takeaways: Good design is good business.

Research Software 245

Research Software Feedback Software Reporting Tools User Testing 245

Userpilot

AUGUST 30, 2023

Want to improve the product experience at every stage of the customer journey? Heat map tools allow you to track user actions on your website or app. You can understand customer pain points, identify friction at different touchpoints, and improve your product accordingly. What are heat map tools?

Data Visualization 105

Data Visualization Analytic Tools Reporting Tools Feedback Software 105

Userpilot

MAY 6, 2024

If you use social networking platforms (and who doesn’t), you already know what a user profile is. This article focuses on user profiles in the SaaS context. You will learn what it is, how it differs from a user persona, what data it may contain, and how to create it for your product using a product analytics tool.

Analytic Tools 105

Analytic Tools Data Visualization Feedback Software Research Software 105

Mind the Product

JULY 14, 2020

In this episode of The Product Experience, sponsored by Amplitude, learn how to apply this ethos to [.]. The post Sleeping Giants – Nandini Jammi on The Product Experience [Rebroadcast] appeared first on Mind the Product. Listen if you’d like to learn more about: * Acceptable use policies. Brand reputation.

Feedback Software 147

Feedback Software Customer Experience Product Research Technical Review 147

Product Innovation Educators

APRIL 15, 2024

He is a four-time author including best seller “The Amazon Way” and “Think Like Amazon,” as well as a sought-after business advisor and keynote speaker. They created value propositions for customers by doing the exact opposite of what the industry did. It was all customer-unfriendly. Start with customer centricity.

User Testing 310

User Testing Product Manager Product Management Product Research 310

Userpilot

JUNE 11, 2024

Looking at user journey map examples can help you come up with a visual representation of your customer’s journey. Customer journey mapping research also allows you to identify areas of opportunity in your processes and plan to reduce those friction points. There are four types of customer journey maps: Current-state maps.

User Testing 105

User Testing Customer Experience Customer Feedback Data Visualization 105

The Product Coalition

MAY 5, 2022

They make their users’ lives better in some way and they do it better than anyone else. As a Product Manager, I’ve built my career on building tools and experiences that not only make people’s’ lives simpler, but bring them a little joy along the way, too. How much time and effort will it take to build a solution?

User Testing 155

User Testing Feedback Software Research Software Customer Experience 155

Product Talk

OCTOBER 18, 2023

Are assumption tests the same as experiments? What if you don’t have time to run any assumption tests? When we hear about an unmet customer need, pain point, or desire, we often jump to our first solution. You imagine how fit you’ll be from carrying your aging dog up the four flights of stairs multiple times a day.

Product Research 285

Product Research User Testing Testing Analytic Tools 285

The Product Coalition

FEBRUARY 3, 2022

High-growth companies have an obsession with customer obsession. have proven that being customer-obsessed can both deliver great shareholder value and create a sustainable market advantage over time. Saying that customer obsession is required for growth is one thing. Are you taking steps to actively engage your customers?

Leadership 149

Leadership Customer Feedback Customer Experience User Testing 149

Userpilot

JULY 4, 2022

Why should you adopt a customer-led growth strategy in your SaaS? Is it possible to increase user engagement by focusing on a customer-led growth strategy and hit the metrics you are hoping for? Specifically, we’ll consider: Three reasons why the customer-led growth approach is the best go-to-market strategy.

Feedback Software 119

Feedback Software Analytic Tools Customer Feedback Customer Experience 119

The Product Coalition

DECEMBER 23, 2021

Guest post by Mark Mayo, Senior Quality Engineer at Terem Technologies This is the process of writing code and using tools to automate the user interface (UI) testing of front-end components of websites, desktop applications or mobile applications. Quality of software costs time and it costs money. Why do UI Test Automation?

User Testing 179

User Testing Product Research Testing Reporting Tools 179

Product Takeoff

MARCH 19, 2019

Every product has a lifecycle of Introduction, growth , maturity and decline.With digital disruption in the market place it is very critical that we design products that stay in the growth phase for a longer period of time. Just six days later , Tesla announced a new policy at supercharger stations across the US designed to correct the issue.

User Testing 207

User Testing Product Research Research Software Feedback Software 207

Intercom, Inc.

MARCH 16, 2020

In this unprecedented and uncertain time, Intercom’s first priority is the health and wellbeing of our staff and their loved ones, the communities we work in, and the customers we support. Onsite interviews with candidates are being conducted over video conference and we will host remote onboarding experiences for our new joiners.

Travel 160

Travel Customer Experience Development 160

Mind the Product

SEPTEMBER 24, 2019

In this episode of The Product Experience, learn how to apply this ethos to your products, where they go, and your whole way of working. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver. Acceptable use policies. The Product Experience is hosted by Lily Smith and Randy Silver.

Product Research 121

Product Research Customer Experience Entertainment Consulting 121

Userpilot

MARCH 20, 2023

With so many companies prioritizing their customer service efforts for a good reason, we decided to list 13 emerging customer service trends that can help you exceed customer expectations and drive business growth. One of the foremost customer service trends today is offering self-service options.

Reporting Tools 98

Reporting Tools Data Visualization Analytic Tools Research Software 98