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WELCOME TO THE CI.TY: A CUSTOMER INTELLIGENCE (COMMUNI)TY




WHAT MYTHS ARE YOU BUSTING WITH YOUR DATA-DRIVEN INSIGHTS?



Hello CI.ty! I’m one of the involve.ai co-founders and our Chief Product
Officer. I've had such a great response to my recent webinar on Gut Instinct vs
Data that I've been working with our Marketing team to develop a daily series on
the topic. I'll be sharing learnings on what drives net revenue retention, what
to look for, and the risks of using intuition over being data-driven. Post in
the comments here if there are myths you want to see us address or that your own
team has busted with data!  I know many of you have uncovered surprises...    
In the mean time, here’s Myth #1: Net Promoter Score is broken.  Don’t you
agree?! “NPS can never be the only driver of churn; it should always exist in
combination with other data elements.”




4 days ago
120


THE INTERSECTION OF CX, EX, EMPATHY AND DATA - MATRIXCARE AND THE HUMAN SIDE OF
CI

E
14 days ago
220


INTRODUCING INVOLVED IN A MINUTE - QUICK TRAININGS TO HELP YOU SUCCEED


7 days ago
110


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SaumyaBCI.tizen
posted in The Customer Intelligence Movement

WHAT MYTHS ARE YOU BUSTING WITH YOUR DATA-DRIVEN INSIGHTS?

Hello CI.ty! I’m one of the involve.ai co-founders and our Chief Product
Officer. I've had such a great response to my recent webinar on Gut Instinct vs
Data that I've been working with our Marketing team to develop a daily series on
the topic. I'll be sharing learnings on what drives net revenue retention, what
to look for, and the risks of using intuition over being data-driven. Post in
the comments here if there are myths you want to see us address or that your own
team has busted with data!  I know many of you have uncovered surprises...    
In the mean time, here’s Myth #1: Net Promoter Score is broken.  Don’t you
agree?! “NPS can never be the only driver of churn; it should always exist in
combination with other data elements.”

20

4 days ago
BrigidCCommunity Manager
published in Using involve.ai in the best possible ways

INTRODUCING INVOLVED IN A MINUTE - QUICK TRAININGS TO HELP YOU SUCCEED

The involve.ai team is excited to share a new set of resources: Involved in a
Minute, our video series walking users through common daily involve.ai use
cases in five minutes or less.  Before you yell at us, we know they aren’t all
exactly one minute, but the title was too catchy to pass up! You can: Use these
videos before go-live to get familiar with the involve.ai platform Watch them as
you’re trying to accomplish a specific task (e.g. preparing for a value review,
managing at-risk customers, or capturing changes in customer health) Learn new
ways of using involve.ai! Find the ever-growing series here  and comment on this
post to tell us what use cases you’d like to see added to our training library.
 

1110

7 days ago
BrigidCCommunity Manager
published in Using involve.ai - end user training

INVOLVED IN A MINUTE: CAPTURE CHANGES IN CUSTOMER HEALTHTRAINING

Learn how to input a change in customer health into the involve.ai platform.  

240

7 days ago
BrigidCCommunity Manager
published in Using involve.ai - end user training

INVOLVED IN A MINUTE: PREPARE FOR RENEWAL CONVERSATIONSTRAINING

Learn how to use involve.ai to help prepare for renewal discussions with your
customers.  

260

7 days ago
BrigidCCommunity Manager
published in Using involve.ai - end user training

INVOLVED IN A MINUTE: PREPARE FOR A VALUE REVIEWTRAINING

Learn how to use involve.ai to get ready for a Quarterly Business Review or
Value Review meeting.  

250

7 days ago
E
EricGCI.tizen
posted in The Customer Intelligence Movement

THE INTERSECTION OF CX, EX, EMPATHY AND DATA - MATRIXCARE AND THE HUMAN SIDE OF
CI

Hi Customer Intelligence Community, I'm Eric Grunden, the CCO for MatrixCare,
part of ResMed. A few weeks ago, I participated in a panel with involve.ai's
Mary Poppen and WalkMe's Wayne McColluch, and while our conversation centered
around the role of CS in shifting markets, we veered into some very human
topics, near and dear to my heart. I wanted to share some of those thoughts here
- the way CS, data, and empathy interact - and the story behind my perspective.
We often, and rightfully, focus on Customer Intelligence as a means of revenue
retention. But we risk forgetting that it also runs deeper than that. Good CI
gives us, as leaders and organizations, a path to be more human. It allows our
teams to be heroes and to build meaningful relationships with customers most in
need of support.   “We do not lose a customer during this time” My company
experienced this firsthand during the last economic downturn, in the early days
of the pandemic. As an Electronic Health Records

30
E
14 days ago
BrigidCCommunity Manager
published in Using involve.ai - end user training

INVOLVED IN A MINUTE: MANAGE AT-RISK HEALTHTRAINING

Watch this quick overview to understand how you can regularly use involve.ai to
identify and take action on customers who are at risk of churn.    

3130

19 days ago
BrigidCCommunity Manager
published in Using involve.ai - end user training

INVOLVED IN A MINUTE: PLATFORM OVERVIEWTRAINING

Watch this high level tour to learn about the involve.ai platform and key
features.        

3130

19 days ago
mpoppenCI.tizen
published in The Customer Intelligence Movement

HEALTH SCORES ARE GUIDES, NOT GRADES

At one of my prior companies, before the magic of automated health scoring, I
asked the CSMs on my team to manually input and track customer health in our
CRM. We prescribed ranges and color coding to keep things as simple as possible.
What do you think happened? Miraculously, almost all of our customers displayed
as if they were in great health. Our health score column was a flood of green,
high, renewable scores. Aaand we watched some of these green, healthy customers
churn. Of course, this high health across the board was an illusion. Not only
were our team members coming from various subjective perspectives, they were
also worried that highlighting at-risk customers would reflect poorly on them.
So red customers were marked yellow, yellow customers green.  In a society where
we’ve been socialized by report cards from a young age, this makes perfect
sense: seeing the health of one’s complex customer boiled down to a single
number can feel like a reflection on one’s work i

4860

21 days ago
cathyCommunity Manager
published in Setup and administration

UPDATING YOUR NOTIFICATION SETTINGSTUTORIAL

Login to your involve.ai account Click your avatar on the top right, then click
Settings  Select Notifications on the left side menu  Toggle on or off the
notifications you want to receive.  *Note: For Summary Emails, Admins will be
able to select if they want their users/teams to receive daily, weekly or
monthly notifications. However, users will still have the ability to update
these preferences for themselves. 

100

1 month ago
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USING INVOLVE.AI IN THE BEST POSSIBLE WAYS

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