Latest posts by Anna Murphy
Customer Service 9 min read
Conversational experiences are no longer the future of customer support – customers are expecting them now. Here’s what you need to know to become an industry leader.
Customer Service 10 min read
Increased conversation volumes, reduced bandwidth, inefficient tech stacks – customer support has never been more challenging. Here’s what you need to do about it.
Customer Service 10 min read
The last year has had an irreversible impact on how companies and customers interact with each other – and there’s no going back.
Scale by Intercom 36 min listen
We chat to Gong’s Linda Lin about her strategies for moving upmarket, and how to go about ensuring the right culture internally when dealing with a new breed of customer.
Scale by Intercom 40 min listen
360Learning’s Director of Content Joei Chan chats to Dee Reddy about the making of Onboarding Joei, how to work unexpected new formats into your content marketing strategy, and how to balance creativity with lead generation.
AI & Automation 45 min listen
The business world is finally starting to understand AI’s true potential: not a magical solution to all our problems, but a useful complement to our existing strategies. MadKudu co-founder Francis Brero chats to Dee Reddy to explain.
Customer Engagement 30 min listen
CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.
Scale by Intercom 30 min listen
We can’t seem to get enough of CX — every year, there’s a growing list of articles, conferences, and best practices on the subject. So, how come so many companies still get it wrong? CX expert Annette Franz joins Intercom’s Bobby Stapleton to discuss.
Customer Service 2 min read
Your CSAT score isn’t the only thing you should be looking at. Here’s what you need to know to do customer support metrics right.