This was a rough year for customer experience. We’ve been hearing for years how important customer experience is to business, and a whole business technology category has been built around […]
customer service
Trending topics and news from the customer service category
Back to news homeEoghan McCabe, the controversial Intercom co-founder who left the CEO role in 2020, is stepping back in
A notable changing of the guard is afoot at Intercom, the unicorn SaaS startup that powers the ubiquitous smiley customer service bots that sit on tens of thousands of company […]
Who you gonna call? Good question
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After several bruising months, industry analysts see Zendesk sale as pressure release
When Zendesk announced it had been acquired by a consortium of private equity firms on Friday for $10.2 billion, it seemed a sudden and jarring end for a company that […]
Zendesk punished by investors after vowing to remain independent
The Zendesk ownership saga took several new turns this week, with an external investor, Jana Partners, agitating against the company, a review of its strategic options coming to a close, […]
Cracked the Code: How to Turn Customer Service Into a Profit Center | Jonathan Shroyer
Cracked the Code: How to Turn Customer Service into a Profit Center Jonathan Shroyer Chief Customer Experience Innovation Officer Arise Virtual Solutions Inc Jonathan Shroyer is the Chief Customer Experience […]
How Pilot convinced Index Ventures to think long-term about margins
On a recently recorded (and soon-to-be published) episode of the Found podcast, an entrepreneur told my co-host and me that he sees a broad swath of the venture capitalists out […]
3 ways to humanize support automation
David Karandish Contributor David Karandish is founder and CEO of Capacity, an enterprise artificial intelligence SaaS company headquartered in St. Louis, MO. The global help desk automation industry is expected […]
4 ways to make DEI a key component of customer service and culture
Joyce Lee Contributor As Alorica’s chief culture officer, Joyce Lee oversees the development and execution of programs, activities and events that keep 100,000+ employees engaged and inspired. Truly effective customer […]
How ThirdLove Avoided Folding by Switching Up Its Selling Strategy
In 2015, two years after launching ThirdLove, co-founder Heidi Zak had to face facts: Her DTC bra company was strapped for cash and in danger of folding. It was the early […]