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Trends
4 posts about Trends. Every summary links to the original.
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Stop focusing on the next big thing - The Intercom Blog
The post criticizes the tendency of product people to fetishize emerging trends like AI, VR, and AR without stepping back and asking why, latching onto hype rather than focus. It argues that this ‘Next Big Thing-ism’ is rooted in short-term jostling and FOMO, not focus, leading to products that seek quick exits, as seen at CES or on Product Hunt. The author advocates for a humbler, more considered approach that treats product building as an opportunity to gradually influence the future, perhaps by kicking stones in its path, rather than leaping forward for a secret advantage. This involves designing the rudder, not the boat, and recognizing that there is no inevitable endpoint in design, only hypotheses about what could come next. As Brian Eno said, the aim is to make things that belong to the future we would like to live in, not to chase hype for competitive advantage.
Your product is already obsolete - The Intercom Blog
Technology products inevitably become obsolete as industries shift, and failing to adapt can kill a business faster than most founders expect. Success breeds complacency, which breeds failure, making paranoia a necessary survival trait for everyone in tech. Historical examples like satnav manufacturers gutted by the iPhone and telcos disrupted by WhatsApp show that customers will abandon an incumbent for a simpler, faster way to achieve their goals. To avoid this fate, Intercom advocates thinking of a product as a flexible system rather than a set of screens or user flows, allowing it to integrate across new mediums. This systems approach enables the product to remain relevant through multiple technology cycles by focusing on helping customers make progress in their lives.
2022 customer support trends: How support leaders are adapting - The Intercom Blog
Intercom’s second Customer Support Trends Report, based on a survey of over 1,200 global support leaders across tech, e-commerce, and finance, outlines five trends reshaping the industry in 2022. Customer expectations continue to rise, with 75% of leaders reporting a widening gap; experts advise blending proactive messaging, self-service, and easy access to human agents. Support teams face increasing pressure: 59% report higher incoming volume, 52% have reduced headcount, and 48% say those cuts hurt the customer experience, forcing leaders to find efficiencies without sacrificing quality. Agent burnout is prevalent, exacerbated by longer hours and disconnected tools that slow down nearly half of teams; leaders are redesigning workflows and rethinking traditional KPIs to better support their staff. Empathy has become a top priority for 73% of teams, but 21% feel they lack the enabling tools; building a sustainable empathetic culture requires a holistic investment in strategy, processes, technology, and people.
Announcing 'The Intercom Customer Support Trends Report'
Intercom announced the second edition of its Customer Support Trends Report for 2022, created from a survey of over 1,200 global support leaders across sectors including tech, e-commerce, and finance, which identifies five key trends reshaping the support landscape. These trends include a growing customer expectation gap where 75% of teams saw increased expectations but only 34% feel confident meeting them, increased team burnout with 64% reporting burnout in the past 12 months, and disconnected tech stacks that slow down 47% of teams every week. Additionally, the report reveals that 73% of support teams prioritize empathy but 21% lack the necessary tools, highlighting a critical resource gap. The findings also point to the impact of the Great Resignation and budget cuts on team attrition and morale. The report concludes by urging support teams to adopt modern technology and strategies to provide empathetic service at scale and thrive in 2022.
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