Stay ConnectedOn The Ticket, you’ll hear Intercom’s Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.
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John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, Our Senior Director of Human Support, to discuss the concept of "Big Bet Leadership". This involves emphasizing the importance of making bold, high-stakes decisions in business. They also explore how customer service leaders can leverage AI to enhance customer experiences while navigating risks and uncertainties.
Watch this episode on YouTube: https://youtu.be/ePDfX4kOsco?si=kk_LlHGA2w7a4HBn
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John's books
The Amazon Way: https://johnrossman.com/amazon-leadership-principles-author-john-rossman/
Big Bet Leadership: https://rossmanpartners.com/big-bet-leadership/
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Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise, things are just getting started. The race to build and ship the future is on.
Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk
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Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from Intercom Co-founder and CEO Eoghan McCabe, Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and renowned industry analyst Benedict Evans. We also hear from Intercom customers Natalie Hurst from Nuuly, Constantina Samara from Synthesia, and Angelo Livanos from Lightspeed Commerce, who share the results they're already seeing from Intercom's Fin AI Agent.
To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/
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Meet the world's most advanced AI agent for customer service: Fin 2.
This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers.
Learn all about it here: https://www.intercom.com/support-for-customers/ai-agent
Watch this episode along with other Pioneer conversations here: https://events.intercom.com/pioneer-2024/
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Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligning company culture with customer service. They discuss how a strong culture can help navigate change and maintain high levels of customer satisfaction as well as exploring the role of AI in customer service.
Watch this episode on YouTube: https://youtu.be/pQNqb6pyNQI?si=3ZqQaRDLNVLdSpiH
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Robert Spector, author of The Century-Old Startup, joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service for more than 100 years. They explore how Nordstrom maintains a startup mentality, the importance of flexibility and transformation, and how the company's culture and values contribute to its success.
Watch this episode on YouTube: https://www.youtube.com/watch?v=v9hRfKgS8AU
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This week on The Ticket, we're joined by Fred Walton, a conversation designer at Intercom, to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and automated support channels. Fred shares tips for designing conversations that make AI agents and chatbots more helpful and natural, and discusses the balance between automation and human interaction in customer support. Fred is in conversation with Senior Knowledge Manager Beth-Ann Sher.
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This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform.
Watch our latest Built For You Episode here: https://youtu.be/B7pjcm4u8mM
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In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the significance of leaders setting the tone for the company.
Watch this episode on YouTube: https://youtu.be/hvSgRM2hsOY
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In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.
Watch this episode on YouTube: https://www.youtube.com/watch?v=oFjQ0JfazOM
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In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the role of AI in delivering a remarkable experience and the need for continuous improvement and measurement of customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=cXv3JpKU71c
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Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support – hinting at a future where AI-driven customer service enhances satisfaction, efficiency, and profitability for businesses of all sizes.
Watch this episode on YouTube: https://www.youtube.com/watch?v=boEtQKyg4_g
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Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses how to conduct the right type of research and apply it to your CX. She talks about leveraging data effectively, balancing intuition with customer knowledge, and how to make sense of customer insights.
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail.
Watch this episode on YouTube:
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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.
Watch this episode on YouTube: https://youtu.be/H_TL2PAXg3k?si=0_hpqfKvuXZ-y626
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In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders looking to boost team performance.
Watch this episode on YouTube: https://www.youtube.com/watch?v=97F1WQWSM3U
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This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service.
Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw
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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.
You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y
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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.
Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU
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Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk
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Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer.
Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ
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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.
Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo
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Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.
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Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what “new world” support roles and career paths look like compared to “old world” ones, based on their own personal experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU
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Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.
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In today’s episode, we’re joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates.
We'll uncover how Fin AI Copilot works in practice – how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions.
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Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.
Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ
📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot
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This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.
In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.
You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv
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This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excellence.
Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68
📝 Blog: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman
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This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE
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Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.
🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU
📝 Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai
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Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like.
📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success
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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.
📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service
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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders.
🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4
📝 Blog: https://www.intercom.com/blog/videos/simon-t-bailey-on-platinum-service-principles
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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing.
🗂️ Chapters
00:00 Introduction
01:27 Customer Expectations
06:06 AI Adoption in CS
10:08 AI is Coming for Your Jobs but Not in The Way You Think
16:05 Tech Stack: Ditching the Old Tools
20:59 Metrics: New Ways to Measure Success
Download your copy of our CS Trends Report 2024: www.inter.com/2024trends
📝 Blog: https://www.intercom.com/blog/videos/podcast-cs-trends-2024
🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Z0b5OVKQeIQ
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Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product roadmaps to the importance of being your authentic self in the workplace.
Read a transcript: https://www.intercom.com/blog/podcasts/wistias-jeff-vincent-on-solving-customer-problems/
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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.
Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8
Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024
Subscribe to our sister podcast, Intercom on Product wherever you're listening to this episode.
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CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources.
Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIA
Read a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-care
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Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead.
Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk
Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video
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2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from our conversations about how AI is transforming customer service and the world of tech.
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Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.
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Take a tour of the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music to Intercom Phone.
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Where are startups better suited to challenge established players? Can they transform mature categories with an AI-first lens? How do these risks play out in horizontal and vertical markets?
Intercom Co-founder Des Traynor caught up with Christoph Janz, Partner at Point Nine Capital, to pick his brain on the implications of generative AI for SaaS companies and early-stage SaaS investors, and where those golden opportunities lie.
Watch on YouTube: https://youtu.be/9gAbPEUrz4Y?si=xoJj1BlUUT7_o1si
Transcript: https://www.intercom.com/blog/videos/angel-investor-christoph-janz-on-opportunities-in-ai
Read Christoph's "mental map" here: https://medium.com/point-nine-news/where-are-the-opportunities-for-new-startups-in-generative-ai-f48068b5f8f9
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Learn how implementing a service culture across every department of your company can pave the way for a customer-centric transformation that elevates the customer experience to new heights from Jo Causon, CEO of The Institute of Customer Service.
Read a transcript: https://www.intercom.com/blog/videos/jo-causon-customer-service
Watch a video of this episode: https://www.youtube.com/watch?v=wKvBG4YP0Nw
https://www.instituteofcustomerservice.com/
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AI is revolutionizing the customer service landscape, and with it, the traditional role of a support agent. On today's show we're joined by an industry panel of experts to answer the questions - what does that future look like for support teams? And how can you best prepare for the new opportunities and challenges to come?
Today's guests:
Read a transcript at https://www.intercom.com/blog/podcasts/ai-future-of-support-roles
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Sound plays a considerable role in determining whether a customer experience is good or not. This week, in an archive episode of Inside Intercom from 2021, you’ll hear how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.
Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.
Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/
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In this archive episode of Intercom on Product from 2019, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode.
Transcript: https://www.intercom.com/blog/podcasts/intercom-on-product-ep07/
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On today's show we sat down with Peak Support's President and Chief Strategy Officer Hannah Steiman to chat about leadership enablement and why it’s key for support teams in high-growth companies.
Watch on YouTube: https://www.youtube.com/watch?v=qGoaHcgwSsc
Read a transcript: https://www.intercom.com/blog/videos/training-support-leaders-with-peak-support-hannah-steiman
You'll find the leadership materials that Hannah mentions in the episode here: https://blog.peaksupport.io/leadership-training-program-managers
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In this archive episode from 2021, IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.
Transcript: https://www.intercom.com/blog/podcasts/arin-bhowmick-ibm-on-ethical-ai/
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Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.
Read a full transcript here: https://www.intercom.com/blog/podcasts/customer-success-nick-mehta-gainsight/
This episode was originally published on 10/12/20
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Intercom's Director of Automated and Proactive Support Ruth O'Brien caught up with HubSpot’s Director of Customer Support for EMEA Noel O’Reilly to chat about how AI and automation are affecting customer service today and HubSpot’s AI strategy for support in the year to come.
Watch on YouTube: https://www.youtube.com/watch?v=0S-vS-QVuTU
Transcript: https://www.intercom.com/blog/videos/hubspot-noel-oreilly-ai-customer-support-strategy
We'd love to hear your thoughts on the podcast and what you'd like to hear more of on it. E-mail us: podcast@intercom.io
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Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service.
Watch this episode: https://www.youtube.com/watch?v=6sjF8PNTyPQ
Read a transcript: https://www.intercom.com/blog/videos/leonard-berry-customer-service-excellence
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In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents.
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In this episode, Intercom’s VP of Product Design Emmet Connolly catches up with Elizabeth McGuane, UX Director at Shopify, to talk about her love of words, incorporating semantic concepts into the design process, and the importance of building a shared language.
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In this episode, our Senior Director of Machine Learning, Fergal Reid, joins Emmet Connolly, our VP of Product Design, to take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation.
Watch on YouTube: https://www.youtube.com/watch?v=KYBQzO2u1Xs
Read a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintelligent-ai
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In this episode we chat with AI guru Andrew Louder about selecting and implementing the right AI tools for your business.
Watch on YouTube: https://youtu.be/YSf2O0EEZBg
Transcript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louder
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We're joined by Behnam Tabrizi - author of 'Going on Offense: A Leader’s Playbook for Perpetual Innovation'. Behnam shares insights on how to create a culture of perpetual innovation that will allow organizations to adapt to new environments and seize new markets.
Watch on YouTube: https://www.youtube.com/watch?v=k2lQn6DEU5s
Transcript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innovative-companies
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We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward.
Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNE
Read a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/
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In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish.
Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8Lk
Transcript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/
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Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale.
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In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots.
Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/
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We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI.
Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/
You can find more info on Kavita here: https://kavita-ganesan.com/
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Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript.
Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/
Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4
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When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot.
Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-chatbot/
Meet Fin: https://www.intercom.com/fin
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In our latest report n - The State of AI in Customer Service 2023, we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to win a competitive edge. And that’s why today, we’ve invited three people to join us on the podcast to share some insights on navigating this new AI landscape and successfully integrating it into your own support strategy:
They’ll talk about the current state of AI and automation in customer service, real-world examples of successful adoption, and strategies for reaping its benefits and overcoming challenges.
Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/adapting-to-the-ai-revolution-in-cs-discussing-our-2023-ai-report/
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In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful".
Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9w
Transcript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/
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In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech.
Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhg
Read a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/
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Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success.
Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to:
Transcript: https://www.intercom.com/blog/podcasts/preparing-your-cs-team-for-the-age-of-ai-hear-the-latest-thoughts-from-leaders-in-the-space/
Learn more about Fin: https://www.intercom.com/fin
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Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.
Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ
Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/
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Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI.
Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/
You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSY
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In today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond, one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%.
Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/
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On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty.
Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFs
Transcript: https://www.intercom.com/blog/videos/take-your-customers-experiences-from-meh-to-unforgettable-advice-from-cx-consultant-micah-solomon/
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You'll find contact info for Micah on www.micahsolomon.com
The story behind the chirp: Intercom’s notification sound: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/
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CX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more.
Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4
Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-insights-cx-executive-marbue-brown/
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In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs.
Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxs
Read a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actionable-advice-from-cx-expert-jim-tincher/
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In today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics, to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line.
Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkg
Read a transcript of this episode here: https://www.intercom.com/blog/videos/behavioral-economics-expert-melina-palmer-on-unlocking-the-science-of-consumer-behavior/
If you’d like to get a free chapter from both of Melina’s books just go to www.thebrainybusiness.com/intercom
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To get a better sense of the unique challenges and opportunities that fintech companies face in CX and CS, we’ve reached out to a few Intercom customers who’ve been working tirelessly to create customer experiences that take the industry to another level.
In today’s episode, you’ll hear from:
Bart Bordallo, Co-Founder and CEO at Zignaly
Ben Singer, Customer Support Lead and Payment Operations Lead at Mettle
Stuart Sykes, Vice President of Service Operations at Zilch
You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/the-great-differentiator-how-fintech-companies-are-prioritizing-great-customer-service/
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Last week we decided to host a webinar to answer all your burning questions about Fin - our new ChatGPT-powered bot: Does it really work? Will it replace customer service reps? And how should support teams prepare to incorporate this new technology?
On today's show you'll be hearing the answers to those questions by Des Traynor, Intercom Co-founder and Chief Strategy Officer, Fergal Reid, Director of Machine Learning and Emmet Connolly, VP of Product Design.
If you'd like to watch the full webinar complete with live demo and Q&A, you'll find that here: https://www.youtube.com/watch?v=c86pJWtU7r4&t=2075s
Today's episode is hosted by Catherine Brodigan, Senior Manager of Global Partnerships.
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In today’s episode, we caught up with CX expert and author Jon Picoult to discuss the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty.
You can also watch this episode on YouTube here: https://www.youtube.com/watch?v=NATALdpXwdQ
Or read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/
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The world of AI is moving fast, and here at Intercom, we're helping set that pace. Today, we're delighted to introduce Fin, our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology and fine-tuned for customer support.
In today's episode of the podcast, Intercom Co-founder and CSO Des Traynor and our Director of Machine Learning, Fergal Reid, sit down to discuss our new AI chatbot, how we built it, what it does, and what the next steps look like for this remarkable breakthrough.
Learn more about Fin, Intercom's new AI chatbot, here: https://www.intercom.com/blog/videos/meet-intercoms-new-ai-chatbot/
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To dig a little deeper into the business use cases of GPT we're joined by Ethan Kurzweil, Intercom board member and Partner at Bessemer Venture Partners, Fergal Reid, our own Director of Machine Learning, Krystal Hu, VC and Startups Reporter at Reuters and Talia Goldberg, Partner at Bessemer Venture Partners.
They ask is this wave of innovation any different from past waves? Will it transform the way we work and the way businesses interact with customers and prospects? Can it spark a new generation of startups?
Transcript: https://www.intercom.com/blog/videos/the-gpt-effect-a-new-era-of-customer-service/
Watch a video of this podcast: https://youtu.be/tB4yeblrSMA
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In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us.
Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/
Watch the video: https://youtu.be/XgV4A-iStO4
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This week we sat down to have a conversation with OpenAI's ChatGPT – our first-ever synthetic guest. ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating.
And no offence to all our amazing human guests over the years, but we were very excited to find out what this particular interviewee had to say for itself. From its famous hallucinations to what it talks about when out in a bar with some of its fictional AI pals like HAL 9000, ChatGPT was (mostly) happy to discuss it all.
Transcript: https://www.intercom.com/blog/videos/intercom-interviews-chatgpt/
For the purposes of this podcast we gave ChatGPT a bit of presentational assistance – bringing its answers to life with the help of Murf's audio generation. But the answers, insights and sentiments are all ChatGPT's.
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Retail industry expert Joel Bines joins us on the show to talk about his book The Metail Economy: Six Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution. We chat about the 'me-centric' revolution and what that means for retail.
Transcript:
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In today’s episode, Intercom's Emmet Connolly, VP of Product Design, Molly Mahar, Staff Product Designer in the Machine Learning team and Gustavs Cirulis, Senior Principal Product Designer sit down for a conversation about large language models (LLMs) like ChatGPT, and how they will shape the role of a product designer in the years to come.
Transcript: https://www.intercom.com/blog/podcasts/product-design-ai-chatgpt/
Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/
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In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things ChatGPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces.
Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/
Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUU
Read a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/
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In today’s episode, Intercom Co-Founder Des Traynor and Director of Machine Learning Fergal Reid return for round two on ChatGPT – this time to share what we’ve learned in the past weeks of our experiment in harnessing the AI revolution in customer service, where we’re going next, and how it has changed our perception of what’s possible in this space.
Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/
Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/ai-intercom-inbox/
Watch a video of this episode here: https://www.youtube.com/watch?v=ARHR1ZSmxuU&t=3s
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As soon as a customer buys your solution, the bulk of the customer journey will be inside the product. Are you taking full advantage of it? On this episode we're joined by Gainsight PX CTO and founder Mickey Alon discusses how companies can put products at the forefront of their growth strategy.
Transcript: https://www.intercom.com/blog/podcasts/gainsight-px-founder-mickey-alon-on-product-growth/
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From schools adapting to remote learning to music apps sparking creativity, in today’s episode, we'll hear from Intercom's customers at the forefront of edtech about the latest trends and developments. Grab a pen and notebook, or a tablet and stylus, and join us as we take a peek into their world and what the future of education looks like.
Today's guests:
Read a transcript of this episode here.
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This week we’re catching up with co-founder and CPO of MadKudu Francis Brero. Just last July, he gathered a group of over 50 growth and marketing leaders to discuss how to leverage product data to scale revenue engines. We dive into his findings with him and talk about the four key ways to scale and monetize product-led growth.
Transcript: https://www.intercom.com/blog/podcasts/madkudus-co-founder-francis-brero-on-unlocking-the-keys-of-product-led-growth/
Listen to Francis' last appearance on the podcast where he spoke about AI can boost your conversational support: https://www.intercom.com/blog/podcasts/madkudus-francis-brero-on-how-ai-can-boost-your-conversational-support/
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We caught up with Amazon’s first Worldwide Vice-President of Customer Service and author Bill Price to talk about frictionless customer experiences and the organizations that stand out from the crowd – for the best and the worst reasons.
Transcript: https://www.intercom.com/blog/podcasts/cx-expert-bill-price-on-creating-frictionless-experiences/
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Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences.
And so, before we ring out the old and ring in the new, we’ve put together our favorite stories and conversations, insights, and reflections from 2022 in a special end-of-year episode.
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We sit down with The Twenty Minute VC host and venture capitalist Harry Stebbings to chat about getting started on a new project, creating content, and the current landscape of venture capital.
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This week OpenAI released ChatGPT, its prototype AI chatbot. On this episode of Intercom on Product, Intercom Co-Founder and Chief Strategy Officer Des Traynor sits down to chat with our Director of Machine Learning, Fergal Reid for reaction and analysis on the implications of ChatGPT and what the future holds.
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We continue our ongoing series on the product principles that shape what we build and how we build it. On this episode we're joined by Intercom Product Designer, Eugenia Ortiz who explains why designers should take ownership of what they ship and Director of Product Management Stephen Forbes talking about how spending a large chunk of time prioritizing and defining a problem before moving on to building a solution ensures that it properly reflects and addresses customers’ needs.
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Earlier this year ProfitWell founder Patrick Campbell sold his company to SaaS payments platform Paddle for $200M. On today's show Patrick sits down to chat about the good, the bad and the ugly of selling your company, applying first principles to subscription growth, and creating content for your audience, not search engines.
You'll find a full transcript here: https://www.intercom.com/blog/podcasts/profitwell-founder-patrick-campbell-on-life-after-acquisition/
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We're joined by Chili Piper’s Co-Founder Alina Vandenberghe for a conversation about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first.
You can read a full transcript here: https://www.intercom.com/blog/podcasts/chili-piper-alina-vandenberghe-bootstrapping-to-success/
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With innovation units, there’s no need for the traditional rules and regulations that typically bound a more established organization. No need to get saddled with historical tech debt or antiquated third-party tools. Progress gets measured by learnings – not growth, revenue, or retention –, so you get to try new ideas, take bigger risks, move fast and break things. And that’s what we’re exploring on this episode. While foolproof strategies to newer, disruptive threats are still unknown, creating innovation-driven divisions within a company may just help you solve the Innovator’s Dilemma.
You’ll hear from:
Sherif Mansour, Product Manager at Atlassian
Neil Caron, VP of Product at Gartner
Jeff Loomans, Senior IT Manager at Vermeer Corporation
Beth McEntee, Intercom Senior Editor
Read a full transcript of this episode here: https://www.intercom.com/blog/podcasts/solving-the-innovators-dilemma-how-successful-companies-are-embracing-innovation-units/
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In today’s episode, we sat down with Surfboard founder Natasha Ratanshi-Stein to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience.
You'll find a full transcript on our blog: https://www.intercom.com/blog/podcasts/surfboard-founder-natasha-ratanshi-stein-planning-software-for-support/
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In today’s episode we're joined by Alex Delivet, founder of document management platform Collect, for a chat about his love for SaaS, the challenges of starting a business, and the future of data collection.
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Intercom co-founder Des Traynor talks to Tony Ulwick, the inventor of outcome-driven innovation and a decades-long champion of jobs-to-be-done as a method for product design.
Read a full transcript here: https://www.intercom.com/blog/podcasts/podcast-tony-ulwick-on-jobs-to-be-done/
This episode was originally published on 12/10/15
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The best way to engage with your customers is by delivering the right message, to the right person, at the right time. On today's episode, meet the five new product innovations that will help you achieve that as Chief Product Officer Paul Adams reveals our latest, next-generation product innovations and discusses why in-product messaging is key to thrive in today’s economy.
Watch the video here: https://www.youtube.com/watch?v=B0i2piQcV_o
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We sat down with management coach Lara Hogan to chat about leading and supporting a team – from learning mentoring and coaching skills to mastering the delicate art of feedback.
Read a transcript of the episode here: https://www.intercom.com/blog/podcasts/management-coach-lara-hogan-on-leadership/
Listen to Lara's previous conversation on Inside Intercom when she joined us to talk about public speaking: https://www.intercom.com/blog/podcasts/etsy-engineering-director-lara-hogan-on-public-speaking/
Lara's site: https://larahogan.me/
Wherewithall courses: https://courses.wherewithall.com/
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This week on the podcast, members of our Engineering and Product Design teams discuss the principles that help us shape the solution and build in small steps. Group Engineering Manager, Levent Ali, explains how engineers should be taking ownership of the solution and Principle Product Engineer, Aidan Lynch, talks about how delivering changes in a series of small, easy-to-understand steps speeds up product development and delivers value to customers more quickly.
You can read transcripts of today's discussions here:
Shaping the solution: https://www.intercom.com/blog/intercom-product-principles-shape-the-solution/
Building in small steps: https://www.intercom.com/blog/intercom-product-principles-build-in-small-steps/
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Geocodio Co-Founder and author of Deploy Empathy: A practical guide to interviewing customers Michele Hansen joins us to talk about all things customer interviews – how, when and who to interview; what to do with the results; and specific tactics to get the most out of it.
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Emojis. We use them to add richness to online conversations, emphasize a point, and even create a sense of rapport with customers. On today's episode we're joined by Keith Broni, Editor in Chief at Emojipedia, Leslie O'Flahavan, writing trainer and coach and E-WRITE founder, Tomoko Yokoi, researcher and advisor in digital transformations at the IMD Business School in Switzerland and Karen Church, Intercom VP of Research & Data Science where together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers.
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In today’s episode of Intercom on Product, Des Traynor, Co founder and Chief Strategy Officer, and Paul Adams, Chief Product Officer, sit down with our Director of Machine Learning, Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the next few years.
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Following engineering stints at Google, Pulse and Medium – as both an IC and tech lead – Jean Hsu stepped away from the codebase to help coach others on how to navigate their own transition into management. In this conversation from our archives, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape.
Jean is now VP of Engineering at Range.
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In this disinformation age, troll farms, fake news, and hate speech run amok – and the truth is harder and harder to spot. Can content moderation help us protect online communities from its consequences? This week we're joined by Kinzen’s CEO Mark Little to talk about the evolution of journalism, the rise of misinformation, and what we can do to protect online communities from harmful content.
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Today's guest is Sarah Dayan - a staff engineer at Algolia, a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API. Intercom Principle Engineer Brian Scanlan sat down to chat with Sarah about the many nuances, proficiencies, and expectations of a staff plus engineer role.
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Janelle Estes is the author of User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences. In this episode, we sat down with Janelle to talk about the power of human insight, how to scale it throughout your organization, and its role in creating a culture of customer empathy.
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This week on the show, listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly. Intercom Staff Product Engineer Waheed El Miladi and Principle Product Designer Gustavs Cirulis join us to discuss how technical conservatism helps Intercom scale faster and how focusing on connected, modular systems help us address the right questions right away, increasing efficiency and reducing costs.
You can read about these principles complete with diagrams here:
https://www.intercom.com/blog/intercom-product-principles-be-technically-conservative/
https://www.intercom.com/blog/intercoms-product-principles-connected-modular-systems/
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In today’s episode, we sat down with Intercom VP EMEA of Sales Sanj Bhayro to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.
We're hiring: https://www.intercom.com/careers
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This month, we have passed the three million download mark for the podcast, and to celebrate this milestone, we've dived into the archive to bring you highlights from three of our most popular episodes:
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In today’s episode, Intercom Chief Revenue Officer Leandra Fishman sat down to chat with Stripe's Head of Strategic Accounts for the Americas James Dyett - about the how of sales, building long-term partnerships through a customer-centric approach, and, speaking of partnerships, the launch of Intercom’s integration in the new Stripe App Marketplace, furthering our shared commitment to offer personalized, in-context support.
Find out more about our Stripe integration here: https://www.intercom.com/blog/announcing-stripes-new-intercom-integration/
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For years, accessibility has hardly been a priority in the tech industry. But companies are finally starting to realize that designing services for all is a move where everyone wins. In today’s episode, we chat with Stark's CEO Cat Noone about building accessible products and the importance of software that doesn’t exclude by design.
You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/starks-ceo-cat-noone-on-designing-accessible-products/
You can listen to our own story of accessibility with the Intercom Messenger Notification sound here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/
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We sat down to talk to forms specialist Caroline Jarrett about her seven-step process for designing, running and reporting considerate surveys that get results and don’t bombard customers all the time.
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The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate.
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To celebrate this year’s Pride, we're sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves.
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Software only becomes valuable when it's delivered to customers. By following fundamentals and stripping unnecessary complexity from the equation, we can do it fast and efficiently. On today's episode you’ll hear from Intercom product designer Charlotte Sferruzza about the importance of following design fundamentals and how it leaves space for innovation and engineering manager Martha Moniz on building better solutions by keeping it simple.
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We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss.
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In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams.
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This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries.
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In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.
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This week on Inside Intercom, you’ll hear from Emmet Connolly, our VP of Design, as he explores what our principles mean to us and how they’ve helped us get where we are. You’ll also meet Karen Church, Intercom’s VP of Research & Data Science, and hear her take on our “deliver outcomes” principle – one of the foundational beliefs that drives the work of our R&D team here at Intercom.
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In today’s episode, Intercom's Chief Marketing Officer Anna Griffin chats with HubSpot's CEO Yamini Rangan about customer engagement, the Flywheel approach, and how it helps organizations gain momentum by delivering a remarkable customer experience.
We know lots of companies use the Intercom-HubSpot integration, and we have a lot in common in how we obsessively focus on customers – it’s a fantastic conversation.
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The invention of the telephone revolutionized the way businesses interacted with their customers. With Intercom Switch, we want to take it even further. And so, to celebrate our new product, we thought we’d take you on a quick tour into the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music; from the dawn of call centers to personalized support at scale.
Learn more about Switch here: https://www.intercom.com/switch
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In this archive episode, Hana Abaza, Director of Global Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more.
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This week we're joined by Oracle's GVP of Customer Success & Renewals Catherine Blackmore for a discussion on the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.
You'll find a transcript of the show here: https://www.intercom.com/blog/podcasts/oracles-catherine-blackmore-on-the-evolution-of-customer-success/
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A whistle-stop tour into the history of surveys - from the first mentions in the ancient worlds to the effortless, ubiquitous version we have today.
Find out more about Intercom Surveys here
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The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event - New at Intercom, and reveal the game-changing products that will transform your business.
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There’s more to being a product evangelist than just advocating for a product. Amplitude Product Evangelist John Cutler believes focusing on the work culture and systems surrounding the R&D org is just as important and he joins us on todays episode to chat with Intercom Product Manager Mathew Cropper.
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It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere.
In this special Inside Intercom episode, we invited people from all over the company to send us a voice note about an inspiring woman who broke the bias. And to celebrate International Women's Day, we wanted to share some of those messages with you.
You might also enjoy our past episode that asks how do we feel about being called ‘women in tech’?
You can listen to that episode here: https://www.intercom.com/blog/podcasts/women-in-tech/
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User onboarding is not a quick product tour or welcome email. It starts before the users sign up, and it doesn't quite end after they convert. So, what is it, and more importantly, how do you get it right? Growth marketing expert Ramli John joins us to discuss.
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In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations.
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We know “mojo” is not your typical marketing jargon, and it’s not often thrown around in a business setting, but that’s exactly what today’s guest Velocity Co-founder Doug Kessler says we’re missing. We sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd.
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We’ve brought together customer support experts for a discussion on the trends transforming support and their plan to tackle them.
Joining us are Adrian Swinscoe, CX advisor, author, and speaker, Ruth O'Brien, Senior Manager of Customer Support at Intercom and Shawn Carter, Customer Care Team lead at Aircall.
Read The Intercom Customer Support Trends Report 2022 here: https://www.intercom.com/blog/customer-support-trends-report-2022/
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This week, we had the pleasure of chatting with CX and marketing expert Jay Baer about engaging with your customers, the wonders of worth-of-mouth marketing, and how to create stories that turn your customers into your own marketing department.
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The phrase “women in tech” has become a catch-all, used to describe everything from the problem, to the solution, to the community. But what does it mean for the women working at Intercom?
On this episode we spoke to our colleagues Niamh O'Connor, Brand Editor, Nidhi Kamat, Product Manager, Lily Beauvilliers, Product Engineer, Nadine Mansour, Product Manager and Lu Borko, R&D Operations Manager to hear their reflections on the movement and what the term “women in tech” means for them.
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Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops.
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The future of data analysis isn’t an architecture diagram or business leaders looking at dashboards – it’s building an experience, and a very exciting one at that. This week on Inside Intercom, we had the pleasure of chatting with Benn Stancil, Chief Analytics Officer and Founder of Mode, about the modern data stack and how data can – and more importantly, should – be used to drive growth.
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As more and more data gets stored in the cloud, proving that you can protect your customers’ data is not just a nice-to-have – it’s essential. In this episode we sit down to talk with aerospace engineer turned entrepreneur - Adam Markowitz, CEO of Drata. We talk about the SOC 2 framework, how to create a culture of security from scratch and how automation is key to turning a headache into a smooth operation.
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We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring:
Karen Peacock, Intercom CEO
Hubert Palan, founder and CEO of Productboard
Amanda Renteria, CEO for Code for America
Zanade Mann, founder of Black Women's Business Collective
Janeen Uzzell, COO for Wikimedia Foundation
Farhan Virji, Vice President of Customer Happiness at Later
Will Larson, CTO of Calm
Maggie Hott, Director of Sales at Webflow
Des Traynor, Co-founder and CTO of Intercom
Paul Adams, SVP of Product at Intercom
Thank you all for listening over this past year – we hope you enjoy this episode and we'll see you in 2022.
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Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss.
You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/
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Sound plays a considerable role in determining whether a product experience is good or not. This week on Inside Intercom, you’ll hear from our Senior Director of Product Design Emmet Connolly, Product Engineer Sam Murray, and Customer Support Specialist Robert Dunleavy on how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.
Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.
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We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen.
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Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.
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From considering the channel and brand voice to matching the situation and the tone of the customers, can you ever really nail down the perfect message in customer service? This weeks guest - writing coach Leslie O'Flahavan - says you can and on this episode she explains how.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Samuel Hulick joins us to discuss their new product design framework — they call it Value Paths — for healthy, sustainable growth.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As your business grows, it’s only natural your brand grows with it. We chat with Scott Smith, Kira Bundlie, Kyle Benson, and Kristen Raymaker about Intercom’s branding and our recent brand refresh project.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We've seen just how the customer experience impacts revenue. So why do so many revenue-driven organizations keep treating support as a cost center? Intercom's Chief Revenue Officer, Leandra Fishman joins us to discuss.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Guaranteeing a great experience for your customers isn’t hard, but are you actually delivering on that promise? Jeff Toister, author of The Guaranteed Customer Experience, joins us to talk about the key to earning (and keeping) our customers’ trust and business.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder. On this episode Intercom's Senior Product Director Jane Honey discusses the perks of career ladders and what has changed in our approach since last time.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Back in 2018, we realized we needed to scale the APAC team to meet Intercom’s rapid growth. And thus, the Sydney office was born. Now, we hear from the Aussie team to learn how the journey has been.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Can digital platforms be the key to finally providing mental health services to children? Rebecca Egger believes so, and joins us to discuss how her company, Little Otter, is helping children access help when they need it.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Customer service expert Shep Hyken joins us to discuss his new book on how to design and create an experience that gets customers to return, again and again.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We hear it all the time: companies pitching themselves as the Uber of this and the Amazon of that. But rather than going after someone else’s domain, shouldn’t you create your own? Category design author Kevin Maney explains.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Scaling a sales team is not for the faint of heart – for one, it’s not even that much about selling. In this week’s episode, we bring you insights from someone who’s done it not once, but twice - Webflow's Maggie Hott.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As product-first businesses evolve, so do their product marketing needs. But is there a right way to set up your org for success? In this episode, our very own PMMs Ali Biggs, Jasmine Jaume, and Christine Sotelo-Dag tell us all about product marketing and how we do it here at Intercom.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
From an epiphany in a small Dublin coffee shop to a company of 700 people across five offices all over the world – CEO Karen Peacock, Co-founders Des Traynor and Ciaran Lee tell the story of how we got here.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode, Bobby Stapleton, our own Director of Customer Support, sat down with Dialpad's Dan O'Connell to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
On this episode from the archives, email marketing strategist Val Geisler walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
With the onset of the COVID-19 pandemic, a lot of companies stopped in their tracks and had to rethink everything. Others, however, hit the gas pedal. What exactly do you do when you’re in the process of scaling fast and a pandemic strikes? In this episode, Mark Rudden – Director of EMEA Sales at BrowserStack – answers that question.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode from the archives, Kayti Sullivan chats to Intercom's Kaitlin Pettersen about how companies need to create a customer success organization to grow customer relationships and revenue.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this archive episode, Matt Rogers of Twilio and formerly Google discusses the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode, the Coda CEO and co-founder discusses his experience at Microsoft and YouTube, how SaaS has changed the rules, the rise of the "maker generation", and his vision for the future of docs.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
For the second Pride in a row, we're not able to take part in parades or march for equality. But in a year where everyone is asked to stay in, we share stories celebrating being out.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As vaccination efforts soar and lockdowns ease, people are slowly leaving home and getting back to the office. But what can we do to make this transition as smooth as possible? In this week's episode, our Workplace Experience team walk us through the process of creating a safe space for everyone – from desk arrangements to air quality – and what the future of work will look like as we adapt to the new normal.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
CEO of Guru, Rick Nucci, speaks with Kaitlin Pettersen, our Senior Director of Customer Support, and shares some great insights for anyone who wants to grow their product and build a world-class customer experience.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. Going forward, what exactly should your strategy look like, and where should you invest your resources?
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Author and consultant Jeff Gothelf joins us for a wide-ranging discussion on everything from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As our podcast producer Dee Reddy hangs up her headphones, we take a look back at some of her favorite episodes.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
On this week's Scale by Intercom we hear from 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.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We revisit our conversation with Steli Efti. This episode is a must listen for any sales leaders looking to understand how to build a team who can maintain healthy competition while embracing the spirit of collaboration.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
There are plenty of resources and advice on unlocking the secrets of the engineering management career path. But what if the manager role is not for you? Calm’s Will Larson chats to Intercom's Brian Scanlan about the road beyond Senior engineer.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Cliniko founder Joel Friedlaender chats to Intercom's Dee Reddy about remote first working, how COVID-19 has accelerated change in health-tech and why robust data compliance practices are more important than ever.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Information has never been so accessible – the world’s knowledge is quite literally at our fingertips. But as more and more stories get told, that begs the question: who’s telling your story? Wikimedia Foundation COO Janeen Uzzell is on a mission to change the answer to that question.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In our third instalment of Built For You, our cross-functional panel discuss conversation topics and custom reports.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
VP of Customer Happiness at Later chats to Dee Reddy about what B2B support teams can learn from their B2C counterparts.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Our IWD theme this year is #ChooseToChallenge. Challenge drives change, so we must choose to challenge ourselves. And the timing couldn’t be more urgent. Women, and especially black women, have been hit disproportionately hard during this pandemic. It’s going to take exceptionally bold and driven people to rise to the challenge. People like Zanade Mann, founder and Managing Director of the Black Women’s Business Collective. Dee Reddy chats to her about her work.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this week's episode we're really going Inside Intercom as we share some highlights from an event we held for staff. Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined Dee for the inaugural event in a discussion series held by Inter-women. We hear their thoughts and insights on the topic of leadership.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In the first Intercom on Product of 2021, Des Traynor and Paul Adams get to grips with innovation. How can we make it accessible across an organisation? How can we make it sustainable and scaleable, and what can we learn from the Grateful Dead's Jerry Garcia?
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Cool Planet Group CEO and serial entrepreneur Norman Crowley chats to Intercom's Dee Reddy on his vision for building a truly sustainable business model.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In the tech world, we’ve seen time and time again how customer experience can make or break a business. But when it comes to the government, is there such a thing as the citizen experience? Intercom's Sarah Tran chats to Code for America CEO Amanda Renteria.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this week's episode, we're taking a look at some of the conversations we've had with some of the most highly regarded support leaders in SaaS.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Hubert Palan, CEO and founder of Productboard chats to Intercom's Rati Zvirawa
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We're revisiting some of our best podcast from across last year. Today, let's look back at our conversation with Alex Wolf which explored how social media is affecting our senses, how good marketing can inspire rather than distract and how we can design better, more harmonious technology.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We're revisiting some of our favourite episodes from across the year. In this episode we heard all about the Conversational Support Funnel.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We're revisiting some of our best podcast from across the year. Today, let's look back at our allyship panel hosted by CEO Karen Peacock.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In today’s episode, we’re chatting to the people who’ve managed to pivot with their team and bring about major changes to how we operate, all while still maintaining a strong sense of culture and camaraderie across all of our teams and offices.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. Intercom's Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Our panel this quarter talks through the process of building Series, from cross-team collaboration to beta-testing your way towards operational excellence. If you’ve ever wondered how all the pieces tie together in a major launch that’s rooted in customer feedback, this is the episode for you.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
This week, we’re looking at how this year’s holiday Present shopping could change retail forever. Dee Reddy talks to Forbes contributor and retail expert Sandy Stein, DPD Ireland CEO Des Travers and An Post's Eibhin Eviston.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In part 3 of S.H.O.P., we explore the tools and tech stacks that are empowering retailers to blur the line between commerce and ecommerce.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Episode two of S.H.O.P., our new series examining the changes in retail and commerce. Over four weeks, we’ll be exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Episode one of S.H.O.P., our new series examining the changes in retail and commerce. Over four weeks, we’ll be exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Karen Peacock and Des Traynor share their thoughts on Intercom throughout the years, and what the future might hold.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nate Brown (co-founder CX Accelerator) talks to Dee Reddy. He shares how to tune in to the voice of the customer, how traditional Customer Support evolved to become Customer Experience and how the holistic approach can be the ultimate brand differentiator.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In our latest episode Des Traynor chats to the founder, maker, innovator, and professor who helped pioneer the Jobs-to-be-Done framework and has now turned his attention to demand-side sales and making it an empowering experience for all.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
For the latest episode in our Scale series, Dee Reddy caught up with Atlassian's Kristen Habacht to find out how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this month's episode Des Traynor and Paul Adams deep dive into the process of roadmapping - why it's important and how it should evolve as your company scales.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers don’t work anymore. Businesses need a modern way to deliver fast, personal and real-time communication to their customers.
Conversational relationships—building relationships with customers through personalized, messenger-based experiences—is the answer. On this episode of Scale by Intercom, join Shane Murphy-Reuter, SVP of Marketing at Intercom, as he interviews Brian Halligan, CEO and co-founder of HubSpot, about the importance of conversational relationships and how they can drive business growth.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Blind co-founder Kyum kim chats to Dee Reddy about the power of anonymity, how leadership teams should value an unfiltered view of their company and how their move to the US was inspired by a popular television show.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
It’s the question every startup must face on its go-to-market path: when to scale and how fast to go. Mark Roberge talks to Intercom's Kate O'Hanlon about the science that holds the answer.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
This week’s show is a very special panel episode where we’re hearing how conversations with our customers have shaped our product.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We hear from Carl Gold (Chief Data Scientist at Zuora) about how the subscription model is transforming legacy businesses, how companies can fight churn with data, and what Goldilocks can teach us all about growth.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Alex Wolf joins Intercom's Dee Reddy for a conversation that looks at how social media is affecting our senses, how good marketing can inspire rather than distract to how we can design better, more harmonious technology.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Yoli Chisholm, Vice President of Marketing at Sprinklr chats to Fiona Lee about her experience marketing a brand that boasts Microsoft, Samsung, and Cisco as customers.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In the latest Inside Intercom episode we chat to Stack Overflow’s CEO about how community is at the very heart of what they do, how they balance this with the needs of the product and why he believes they are helping to write the script of the future.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As part of our ongoing Scale series, Dee Reddy chats to Clearbit's VP of Customer Success Luke Diaz about how he's guided Clearbit's Customer Success team through the storm, how a resolute focus on reducing churn has paid dividends, how automation has been a key factor in this, and why in times like this you should really focus on your customer.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
By now, the verdict is clear: our current health crisis has served as a flash-forward that will see the world work together across cities, countries, time zones, and even languages. So what now? Daniel Scivner (CEO, Flow) chats to Intercom's Dee Reddy.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In our latest fortnightly Scale episode, we hear how Shopify Plus are turning enterprise commerce on its head. With Loren Padelford (GM at Shopify Plus) and John Collins (Content Director at Intercom).
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom's Alexa Collins chats to G2's VP of SEO and Content about the evolution of SEO as a distinct discipline, the changes he's seen along the way and what the future holds.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Scale returns as a permanent fixture with our conversation with Pam Dodrill, Vice President of Customer Support and Success at Zapier. In her interview with Intercom’s Courtney Chuang, we hear how Zapier supports 3 million users by investing in customer outcomes, how customer service has evolved and what Pam’s advice is for empowering a remote support team.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this very special podcast episode, some of our LGBTI+ colleagues invite us to hear about their worlds, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom's CEO Karen Peacock is joined by Wikimedia COO Janeen Uzzell and Anjuan Simmons for a thought provoking panel discussion on allyship. We hear how we can do better, where we can help and where we need to listen – as a company and on an individual level.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We hear about Intercom's new framework for understanding and implementing next generation customer support at scale. With Emmet Connolly, Kaitlin Pettersen and Jane Honey.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Kathryn Finney joins Intercom's Dee Reddy for a chat that covers her career, her passion for supporting and investing in others, the nature of intersectionality and more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
A crossover episode of Inside Intercom with Black Tech Unplugged. Featuring podcaster Deena McKay and Lynnise Pantin.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We have paused our usual publishing schedule this week to give ourselves and our audience some time to process what’s been happening in the wider world, particularly on the streets of the US.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Catherine Brodigan (Intercom, EMEA Partner Manager) chats to Aircall's Jonathan Anguelov (COO and Co-Founder) about their recent funding announcement and what it means for the future of the phonecall.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this episode of Inside Intercom Kaitlin Pettersen (Global Customer Support Director) sat down with Ryan Steinberg (Head of Global Support Operations) to discuss automation and the future of support.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part four looks at arts, culture and entertainment.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it?
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part three examines the ramifications for e-commerce and the jobs market.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part two examines life "off the clock" looking at socialising, dating and family.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Episode one looks at health and wellness.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
This week’s podcast revisits an earlier conversation we had that looks at the importance of measuring the voice of the customer and how to do it.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
When global work moves online overnight, a wave of support tickets follows. Dee Reddy chats to Intercom's support leaders to hear how they've steadied the course.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Our podcast offering this week takes a look at the wider SaaS community to see how everyone is coping with the current global situation. We speak to Atlassian, Stack Overflow, Shopify Plus, Zencastr and Monday.com
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
We’ve brought together three of our most experienced remote folks for a roundtable discussion (hosted remotely of course) to talk through what they’ve learned and how to operate at your best while on your own.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Dee Reddy catches up again with the community expert and partner at People & Company, Bailey Richardson, to find out why online communities are now more important than ever.
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Customer service expert Shep Hyken chats to Intercom's Ali Biggs about what has changed in the world of customer service and why, ultimately a lot has stayed the same.
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In this very special bonus episode we bring you some of the best remote working insights shared by our guests over the years. Featuring: Chase Clemons (Basecamp), Andrey Khusid Miro, Wade Foster (Zapier) and Laura Klein (Author and UX leader).
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Jasmine Friedl, Intercom’s Director of Product Design talks to Dee Reddy about her unusual upbringing, her journey to discovering design and how she built her team.
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Intercom’s Fergal Reid (Principal Machine Learning Engineer) and Ciaran Lee (Co-Founder and CTO) on the making of Resolution Bot - our most ambitious machine learning project to date.
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Buster Benson joins Intercom's Director of Product Management, Brian Donohue, to discuss his recent book "Why Are We Yelling: The Art of Productive Disagreement". He shares his insights for teams looking to practically apply this in the workplace.
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In our ninth episode of Intercom on Product, Des Traynor and Paul Adams discuss the importance of efficiency to good product principle and why making every day count is key to individual and team progress.
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This week, Brian Kotlyar, Intercom’s Senior Director of Demand Generation, speaks with Alex Ortiz, VP of Marketing at Tray.io about why we shouldn’t fear automation in the workplace.
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Udemy for Business, VP of Marketing Yvonne Chen chats to Brian Kotlyar (Senior Director, Demand Generation at Intercom) and shares how the company built a thriving SaaS business on top of its marketplace.
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ChartMogul founder and CEO Nick Franklin sat down with Intercom’s Kate O'Hanlon to discuss the ups and downs of hypergrowth. He shares how he built a highly engaged audience, what he’s learned about partnerships, why he’s so focused on solving one core problem, and more.
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Miro co-founder and CEO, Andrey Khusid, joins John Collins (Content Director, Intercom) for a chat about future of distributed teamwork and the challenge of scaling a business across continents and timezones
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Jared Spool returns to the Intercom podcast to discuss diversity through education, experience visions and why design in a team sport with Jonathon Colman.
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Intercom's Co-founder & Chief Strategy Officer, Des Traynor hosts SVP of Product Paul Adams and our Senior Director of Product Design Emmet Connolly for a look back at the year 2019 and the decade that preceded it.
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A special holiday compilation featuring some of our favourite guests from across the year. Features a host of great guests from Slack, Brex, Aircall, Intercom and more.
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Vidyard CEO Michael Litt joins Intercom's Ciaran Nolan to discuss how flipping the freemium model on its head became their answer to accelerated growth.
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In this episode, Matt Rogers (Head of Saas Growth, Google), chats to Amanda Connolly (Intercom) about the challenges faced by SaaS companies both starting out and scaling in today's swiftly evolving market plus AI trends in SaaS.
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Ed Fry, Head of Growth at Paddle, joins Dee Reddy on Inside Intercom to discuss how Paddle grew revenue by 2500%, his 5 star framework for Saas growth and more.
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In episode seven of Intercom on Product, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategymentioned in the episode.
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Sprout Social's Director of Marketing Tara Robertson tells Intercom's Director of Content John Collins how building an empathetic, data-driven customer journey helps to ensure customer retention.
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Kayti Sullivan (Yelp) chats to Kaitlin Pettersen (Intercom) about why at a certain point of growth, companies need to create a customer success organization to grow customer relationships and revenue.
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Creating a new product category also creates a plethora of challenges - from spotting the right market niche to convincing customers that yours is a service they need. Could nimbly adapting to new markets and to new clients bases be the key to success? Spendesk's Head of Sales, Nicolas Marchais, joins Dee Reddy on Inside Intercom to discuss.
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The final episode in our series The Sales Summit, examining the trends and challenges shaping the future of sales. The episode features highlights and previously unaired gems from our lively discussions with leaders from Slack, Guru, Aircall, Dialpad, Sherlock, and Glofox. We weave together their insights on speed, automation, and growth.
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Tim Campos joins Dee Reddy for a chat that ranged from how to balance human-computer interaction to scaling productivity practices and how to define efficiency in a knowledge-based economy.
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Episode 3 of our new podcast series which sees industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode we are joined by Aircall and Glofox to discuss where do sales leaders see the biggest opportunities to accelerate revenue? What levers do they have at their disposal? And what obstacles stand in their way?
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Dee Reddy talks to Bailey Richards of People & Company, a coaching organization that helps organizations harness the power of community. She and her partners recently published Get Together, a book that distills key insights from some of their favorite projects and provides practical advice for how to jumpstart a passionate, engaged group.
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Episode 2 of our new podcast series which sees industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode, Intercom's Shriya Ravikumar hosts Maggie Hott, Manager of Mid-Market Sales at Slack and Halid Ibrahimovic, Senior Director of Sales at Guru, as they discuss automation. Stan Massueras, our Director of EMEA Sales, introduces the episode.
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Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss the five inputs that guide us at Intercom; how to think about the relationship between inputs, outputs and outcomes; and how to frame projects as customer problems instead of business problems.
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Introducing a new podcast series where industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode, Intercom's Dave Bennion is joined Dan O’Connell, Chief Strategy Officer at Dialpad, and Derek Skaletsky, CEO and Founder at Sherlock, to discuss the power of speed in sales. Mike Weber, our Director of Sales Development, introduces the episode.
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Intercom's Jonathan Colman chats to Louis Rosenfeld about his work at Rosenfeld Media, the future of Design Ops and how IA and UX experience can inform publishing and curating decisions.
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On this week’s show, we catch up with Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase.
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Turning your product into a platform that developers can build on is a great way to tap into new audiences and expand your market share. But that mean you should take the leap blindly, simply because it’s popular at the moment. In this compilation episode, we've collated some of the best industry advice on how to build a platform (and whether you even should).
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Like a sports franchise, a sales team should be both collaborative and competitive. But how do you build this dream team? That's the focus of Close.com CEO Steli Efti’s new book, The Startup Sales Playbook. He rejoins the podcast this week to share advice on hiring in sales and building a collaborative culture.
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Gerry Scullion (Human Centred Design Network) joins Dee Reddy (Intercom) to look at human centred design. They explore what it means, why designers should care and how design teams can be a force for good.
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Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss their latest thoughts on how to build successful product at scale.
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We're celebrating the launch of our new book Intercom on Sales. It's a deep dive into the many lessons we’ve learned about how selling works at scale, covering everything from hiring tactics to the needs of modern buyers to fundamental processes for forecasting and managing deals. So, we've delved into our podcast vaults to bring together a compilation of some of the best sales insights our guests have shared.
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At many companies, content designers and strategists are expected to be like Stretch Armstrong: with one hand on a product, the other hand touching another and fingers and toes splayed wide in an attempt to reach as many different products as possible.
At Intercom, however, we’ve found that content professionals have the most success when they do less — but better.
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Author and consultant, Jeff Gothelf, joins Intercom's Dee Reddy for a chat that ranged from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.
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In this week's Inside Intercom, Slack's Lane Collins chats to Kaitlin Petterson about their policy of 'radical convenience' and how Slack manages the customer experience as a product and how that experience should evolve as the business grows.
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When you’re starting a company, it’s only natural to crave a roadmap. But although it’s inspiring to look at the paths other companies have successfully traveled, you also run the risk of ending up at the exact same destination.
That’s why Brex’s CFO Michael Tannenbaum believes in breaking a few rules. He chats to Intercom's Tara Larson about knowing when to follow your intuition and driving the future evolution of a fintech disruptor.
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In this episode Des Traynor and Paul Adams discuss the principles upon which we've built our product, and indeed our business, here at Intercom. They talk about the value of having a clearly defined set of principles and how they can become the foundation for cohesive decision making.
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Developing software is a tough, complicated task. But as companies strive to become more agile and innovative, DevOps is gaining an increasingly important seat at the table.
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Michael Redbord, General Manager for HubSpot’s Service Hub, sits down with Intercom's Kaitlin Pettersen to discuss how a billion dollar company like Hubspot apply that human touch in every customer support interaction.
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Josh Seiden, author of the new book Outcomes Over Output, joins the Intercom podcast to discuss why focusing on outcomes instead of outputs has become a rallying call for product teams today.
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Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product.
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When it comes to platform marketing, Ceci Stallsmith’s experience is unparalleled, having worked at Box as part of their first platform team before later joining Slack in 2015 to found the platform marketing team there. Our Group Product Marketing Manager Jasmine Jaume speaks with Ceci about building a winning platform marketing strategy that delivers value for both developers and end-users alike.
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As part of our exploration of product platforms, we’re revisiting an insightful conversation we had awhile back with Jeetu Patel, the seasoned Chief Product Officer and Chief Strategy Officer at Box. Box is a prime example of a company that has successfully transformed their product into a platform and through that process, grow their business exponentially. Jeetu shares what made Box evolve into a platform in the first place and what you need to provide to help developers be successful with your platform.
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Apps and integrations are critical for up-and-coming products looking to expand their reach. Predictive analytics tool MadKudu has capitalized on this strategy to grow their business with mid-market and enterprise customers. So we sat down with their Head of Marketing, Liam Boogar-Azoulay, to discuss how they embarked on this strategy and his advice for other teams thinking about building apps for their product.
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In the second episode of this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss how to harness the power of feedback to shape your product roadmap.
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This week our Director of Product Management, Paige Costello, talks with Deepa Subramanian, CEO of Wootric, about the critical points of the user experience that companies need to measure, how Wootric's been able to apply machine learning to their platform and what it means to be a customer-led product team.
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We recently launched Product Tours, a simple tool to help teams create great user onboarding experiences. But the story of how this product came about is anything but simple. In this episode, our Product Education lead Phil Byrne, Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews talk about issues they had to address to build a compelling product and validate product market fit.
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The rise of the Big 3 - Amazon, Google and Facebook - means that the way we find and consume information is ever-changing. This has deep impact on the way people discover and make purchase decisions. For our final episode of Scale, we talk with HubSpot's VP of Marketing Meghan Keaney Anderson on how marketers should adapt their customer acquisition strategies in the age of the internet.
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From Instagram to Instacart, Bangaly Kaba's seen what it takes to grow a billion dollar business. The Instacart VP of Growth explains how exponential business growth starts with a fundamental understanding of your customers and a patient approach to monetization.
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This special episode of Inside Intercom sees the launch of a brand new podcast series, Intercom on Product, where co-founder Des Traynor and SVP of Product Paul Adams discuss their latest thoughts on how to build successful products. If you're a designer, product manager, engineer, researcher or anything in between, this series is for you.
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Growth has become, in essence, the primary measure of a startup’s success. But can you grow too fast? On this week's episode of the Scale podcast, we asked Tara Bryant, SVP of Sales @pipedrive, how she manages the challenges of scaling. Throughout her career, she’s increased sales by 100% or more year over year at fast-paced, high-volume organizations. She’s seen both the triumph and folly of meteoric expansion, and she joined the Scale podcast to share her insights about how to grow sustainably.
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This week, we've got a special bonus episode with Rick Nucci, who's founded not just one, but two, successful companies, Boomi and Guru. He speaks with Intercom's Kaitlin Pettersen about the direction of automation trends in the subscription industry, why it's shortsighted to view your support and success teams as cost centers and how knowledge gaps cripple team collaboration as you scale.
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Building a company is hard enough, but what if there's no clear market to launch into or no incumbent to disrupt? That's the situation Gainsight CMO Anthony Kennada found himself in when he joined the company that would become Gainsight in 2013. There was no playbook for category creation, so they built their own—and catapulted Gainsight into one of the fastest growing private companies in the world. On this episode of Scale, Anthony joined us for an open and honest look into their playbook for building the Customer Success category: the needle movers, the mistakes, and everything in between
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Six years ago, Segment were just four engineers sitting in an apartment on Russian Hill in San Francisco. They had a great product, a few hundred customers but there was a problem – they had just 6 months of runway. This week on Scale, we sat down with Segment's VP of Marketing, Hollie Wegman, to get a behind the scenes look at how marketing helped them grow to a $1.5 billion dollar valuation.
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The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But what they've also discovered is that viral growth will only get you so far. On this episode of Scale, we talked to Jeanne de Witte, Head of North America Revenue & Growth at Stripe, on how she introduced formal sales into a company where it had never existed before, and scaled that team to over a billion in revenue.
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“The CMO has the shortest tenure in the C suite and that's because it's not as well defined as it should be.”
Over the course of her 20-year career in marketing, Heather Zynczak knows a thing or two about what makes a successful CMO, and what doesn't. She joined the Scale podcast to share the blueprint for what it takes to be a great marketing leader at a hypergrowth company today.
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On this episode of Scale, we're diving deep into one of the most remarkable stories in software over the past decade – how Atlassian grew into a $20 billion dollar company without a formal sales team. So how did they do it? We sat down with Jay Simons, President of Atlassian, to get an inside look at their unique high-velocity low-touch sales model and whether it's right (or wrong) for your business.
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Welcome to Scale, a brand new podcast from Inside Intercom. We're going behind the scenes with today's fastest growing companies to find out how they did it. Up first, we sat down with Leela Srinivasan, the CMO at Survey Monkey. Leela has seen hypergrowth first hand at companies like LinkedIn, Lever and now Survey Monkey and she joined the podcast to tell us why hyper-growth shouldn’t blind you to what’s really important - the customer.
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This week, we’re revisiting one of our most popular episodes of the past year, and it’s all about user onboarding. For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.
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Kieran Flanagan joined HubSpot in 2013 with the mandate to grow the company internationally. Now, as VP of Marketing and Growth, he’s developed a product-led growth strategy that’s resulted in 100% of the company’s revenue coming from demand generation. Kieran speaks to Intercom’s Amanda Connolly about everything from how to determine when product-led growth is right for your company to measuring growth with your North Star metric.
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Ryan Bonnici thinks the process of converting leads has gained a sleazy reputation in the B2B world. Hear what he thinks authentic selling looks like in an age when customers are more educated than ever and how brands can move from being transactional to being a trusted partner. Ryan also shares the steps he's taken to build up marketing at G2.com and the lessons he's been learning.
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Startup growth is on our minds, so this week, we're bringing back a popular episode from our archives: our interview with Rachel Hepworth who leads growth marketing at Slack. Her team oversees the full marketing funnel, from demand generation to product marketing, customer activation, expansion and monetization. And many of the strategies she shared are ones that apply directly to any startup looking to scale.
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Coda have set out reimagine documents, spreadsheets, and apps in a way that undoes 40 years of blind fealty to Microsoft Office and its predecessors. Intercom's Matt Hodges sits down with Coda CEO Shishir Mehrotra to find out more.
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What gets you to your first $50 million is not what’s going to get you to $100 million. You've got to constantly review your ideal customer profile, positioning and sales strategies. In today's episode, we'll hear from leaders like Des Traynor, April Dunford, Doug Landis, Steli Efti, and Sydney Sloan speak to those topics and more.
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Becoming a platform doesn’t happen overnight. Nobody knows this better than who Mike Kreaden who has spent close to 20 years building the Salesforce ecosystem. He joined the Inside Intercom podcast to discuss knowing when it’s the right time to become a platform, and why a true platform is one that focuses on developer success.
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As Intercom grew from 15 people to over 500, our VP of Product Paul Adams started to notice a pattern in the product and team issues he was dealing with. The pattern was this: You realize something’s broken, you try to fix it, you over-correct, and finally you find balance. Paul shares how he tried to break this pattern at the 2017 Inside Intercom World Tour.
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Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what's on the horizon for bots, messengers and apps in 2019.
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Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what they've learned this year about scaling a product and a team. They talk about the fundamentals of a sound product strategy, the importance of listening to your unmet customer, and the qualities they look for in new hires at this stage of growth.
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Sujan Patel – a serial entrepreneur and industry leader – is no stranger to finding the cutting edge in growth. He sits down with Intercom's Dustin Crawford to chat about the rise of chatbots, the most effective ways he’s seen them being used, and where he thinks the future of automation is headed.
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We sat down with Julien Codorniou, VP for Workplace by Facebook, to get a behind the scenes look into running a startup inside of Facebook, how they're building a less disruptive communication platform, and how they're reinventing the B2B sales and marketing playbook.
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Ambient Strategy‘s April Dunford joins Intercom's Geoffrey Keating at the SaaStock conference in Dublin to discuss the ins and outs of positioning your product, why you should avoid marketing pixie dust, and how to stand out in a crowded space
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Patrick Campbell, CEO of ProfitWell, talks to Intercom's Geoffrey Keating about why he left his job as an economist at the NSA to start building software, the density of marketing channels today (and how to break through the noise) and the biggest pitfalls to avoid when pricing your product.
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Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures people's attention and motivates action. He shared his experiences at last year's Inside Intercom World Tour.
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Meagen Eisenberg, CMO at Mongo DB, discusses the most important hires every marketing team needs, what B2B marketers can learn from the consumer world, and the must-have marketing technologies for your business.
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When products change rapidly to keep up with an evolving market, how can customer support teams keep up? At the Inside Intercom World Tour last year, Intercom's Customer Support Manager Sabrina Gordon shared best practices for keeping customers happy -- even when you have to say no to their feature requests.
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Matrix Partners' David Skok joins the Inside Intercom podcast to discuss why metrics are so important to SaaS companies today, what he looks for in early stage investments and why product-market fit is only one part of the puzzle.
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Many teams think product growth will come once they find product market fit. At the Intercom World Tour last year, Group Product Marketing Manager Greg Davis explained why product market fit wouldn't protect you from encroaching competition or guarantee a flood of new customers.
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There was a time when marketing and sales paid little attention to the customer experience. That’s unthinkable today in Sydney Sloan’s universe. An early pioneer of customer marketing, Sydney knows that at the heart of every high growth business are loyal, satisfied customers. Intercom's CMO Alexandra Shapiro chats with Sydney, who recently joined SalesLoft as their first CMO, about mapping the buyer's journey, achieving customer bliss, and much more.
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Chatbots have opened a new way for businesses to connect with their customers and automate workflows. We gathered best practices learned from past interviews with Lili Cheng, Ericka Hall, Fergal Reid and Steli Efti to understand how organizations can best use bots alongside sales and support teams, the best ways for customers to interact with bots, and how teams can assess the ROI of using bots.
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It’s tempting to think that all problems with business growth can be solved with a better product or a better go-to-market strategy. But as Intercom has grown, we’ve come to see the truth in what business consultant Jerry Weinberg once said: “No matter how it looks at first, it’s always a people problem.” Intercom's cofounder Des Traynor shares the common people issues he's seen through the years at different stages of company growth.
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Jake is a renown UX designer and author best known for creating the design sprint process while he was at Google. In his latest book, Make Time, Jake and his coauthor John Zeratsky explain how the powerful framework behind design sprints can be applied to our everyday work to help us take back control of our schedule and time. Intercom's Director of Brand Design Stewart Scott-Curran talks with Jake about the tools that individuals and teams can use daily to create time for truly purposeful work and collaboration.
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All's well when revenue is growing up and to the right, but what happens when the business misses a sales target? That's when sales and marketing fingerpointing takes place, and constructive partnership grinds to a halt. We brought Intercom's Director of Sales Operations, Jeff Serlin, and Director of Demand Generation, Brian Kotlyar, together to discuss what it takes to create true sales and marketing alignment that prevents fingerpointing and drives meaningful growth.
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Product-first thinking has been the north star for many teams when it comes to product development, but it comes with hidden traps as your organization grows -- especially when it comes to marketing. Brian Donohue explains the stumbling blocks that product-first teams commonly run into and the best ways for marketing and product teams to come together as one to build a product that actually gets used.
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When you're starting up, your company story may be all that you've got to convince others that your product matters. At the Inside Intercom World Tour last year, our Head of Platform Partnerships, Jeff Gardner, broke down the elements of great storytelling and explained how leaders could leverage stories to figure out who to hire, shape team performance, and influence product roadmaps.
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As your company scales, the tactics and strategy that got you from A to B aren't going to get you from B to C. GV Design Partners Kate Aronowitz and Vanessa Cho joined Intercom's Director of Brand Design Stewart Scott-Curran in the studio to discuss why design executives need to start thinking like business executives and how designers can make their contributions felt.
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Business growth unlocks all sorts of good things, but it also introduces increasing complexity. How can leaders manage complexity to keep it from negatively impacting their products and teams? Intercom's Director of Product Design, Emmet Connolly, explains how thinking in systems has helped him manage change effectively.
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When he joined Reddit, VP of Engineering Nick Caldwell's mandate was to grow the team from 35 people to 100. But he had no managers. In this episode, Nick talks with Darragh Curran, VP of Engineering at Intercom, about the hallmarks of excellent engineering leadership and the importance of preserving culture and building trust as a new leader.
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For more than 20 years, Lili Cheng has been shaping the way we chat — first with Comic Chat, a graphical IRC built into Internet Explorer in the mid ’90s and now as Microsoft’s VP of AI and Research, where she oversees the companies Bot Framework. In conversation with Intercom's Adam Risman, she explains how bots and humans complement one another, when to give your chatbot a personality, and much more.
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Every product manager knows the importance of running experiments. But as your company scales, managing hundreds of those experiments – and democratizing access to their learnings – becomes increasingly difficult. Claire Vo, VP of Product Management at Optimizely, shares her best practices for maintaining a culture of experimentation as you grow.
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One of the hardest moments of Josh Pigford’s career came with the surprise news that his company, Baremetrics, had just six to eight weeks of runway left. In conversation with Adam Risman, he talks about how to use funding wisely to fuel company growth, the pitfalls to avoid, and the importance of cultivating a team culture that stays resilient in the face of challenges.
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After coaching 100+ tech leads, managers, directors, VPs, and CTOs, Jean Hsu and Edmond Lau are distilling their most valuable lessons into workshops and online courses through their company, Co Leadership. In conversation with Intercom's Louis Bennett, they explain the difference between leadership and management, the power of positive feedback, and why trust is the foundation of the most effective engineering teams.
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Elad Gil has seen hyper growth from all angles. During his time at Google and Twitter, both companies grew headcount by 10x or more. He's also invested in and advised Airbnb, Coinbase, Instacart, Square and Stripe, and has published a new book, the High Growth Handbook. In conversation with Intercom's Adam Risman, he breaks down some of the toughest challenges that come with hyper growth – and his approach to solving them.
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Doug Landis, Growth Partner at Emergence Capital and former Chief Storyteller at Box, explains how craft a narrative that compels buyers into action, the three stories every salesperson needs to know, how to fix your pitch deck, and more.
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Meaningful growth is about connecting more people to the value of your product, so they become loyal, long-term, paying customers, who share it with others. Pulled from some of our favorite growth-focused conversations to date, Andrew Chen, Shaun Clowes, Casey Winters, Gina Gotthilf, Sean Ellis and Brian Rothenberg share their best practices.
Interested in getting more growth lessons? Grab a copy of our newest book, The Growth Handbook, at intercom.com/books.
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As CEO at Sales Hacker and a former sales leader at Udemy, Max Altschuler believes the best sales teams are those who can do more with less. So what makes a more efficient sales team? Max shares the strategies and processes he's used to grow his companies, tips for hiring better performing salespeople, and much more.
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Startup advisor and author of "Build Better Products" Laura Klein joins Intercom's Adam Risman to share what product teams can learn from heist movies, how to align business goals with user needs, collaboration tips, and much more.
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From finding a North Star Metric to experimenting across the full customer journey, Sean Ellis, founder and CEO at GrowthHackers and Dropbox's first marketer, shares his formula for creating sustainable, long-term growth in a business.
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Close.io CEO Steli Efti believes the key to success in sales is qualifying leads well. That means selling only to prospects you truly believe you can help, and in conversation with Intercom's Adam Risman, Steli shares the do’s and don’ts of that determination process.
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As the Head of Growth Marketing at Clearbit, a company that surfaces data to helps sales and marketing teams fuel growth, Matt Sornson knows data-driven growth inside and out. In conversation with Intercom's Adam Risman, he explains the mistakes he sees marketers making most often with data, the strategy behind his team's long-form content marketing efforts, and more.
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Bob Moesta, President and CEO of The Re-Wired Group and a pioneer of the Jobs-to-be-Done framework, has helped develop more than 3,500 products and services. Intercom co-founder Des Traynor welcomes him back to the podcast to talk about how we can continue getting better at unpacking customer motivations.
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What do Dropbox, Uber, AngelList, Front, Gusto and Boba Guys have in common? All have benefited from the sage advice of growth expert Andrew Chen. Now a General Partner at Andreessen Horowitz, Andrew shares his latest thinking on viral growth, user acquisition, "The Law of Shitty Clickthroughs" and more.
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Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sits down with Intercom Senior Product Manager Michelle Fitzpatrick to share her tips for staying close to customers, parsing feedback and prioritization at scale.
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Nir Eyal's best-selling book "Hooked" explores how to design habit-forming products. In conversation with Intercom's Adam Risman, he explains how to create healthy habits, how to avoid bad ones, and what questions thoughtful product designers should be asking themselves as they make frequency improvements within their product.
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In engineering, you want to move fast, ship often and solve real customer problems. Yet competition and the exponential rate of change in software push against that mission. Enter our philosophy of Run Less Software. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich Archbold, Senior Director of Engineering at Intercom, explains all.
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As the CEO of Dribbble, a global community and invite-only platform for designers to share and find work, Zack Onisko faces a unique challenge: growing a gated product. In this conversation with Intercom Director of Brand Design Stewart Scott-Curran, Zack explains the similarities between how designers and growth marketers solve problems, why Dribbble has remained invite-only, how grassroots events have grown the Dribbble brand, and much more.
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As VP of Marketing and Growth at Duolingo, Gina Gotthilf played a key role in getting the app to more than 200 million users. And these aren’t just signups who’ve gone dark; Duolingo users complete 7 billion lessons each month. In a chat with Intercom's Adam Risman, Gina shares how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more.
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Eric Siu has helped some of the biggest brands in tech, including Amazon, Lyft, Intuit and Salesforce, grow their revenue. Also the host of two podcasts – Marketing School and Growth Everywhere – using content to nurture and ultimately convert leads is Eric’s sweet spot. In this chat with Intercom's Adam Risman, Eric explains why content is a channel worthy of early investment, the tactics he sees as underutilized, when to ask your audience for something in return, and more.
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Five years ago Brian Rothenberg joined Eventbrite to start its cross-functional growth team. Fast forward to today, and Eventbrite is the world's largest self-service event ticketing and registration platform. In conversation with Intercom's Adam Risman, Brian explains why a company’s mission and growth are inextricably linked, how he built momentum for Eventbrite’s growth team in its earliest days, the nuances of growth for marketplaces and more.
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Will Larson has managed infrastructure teams for some of the biggest names in software. Today, he’s leading Foundation Engineering at Stripe, where his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. In this chat with Intercom engineering manager Todd Royal, Will shares how he keeps his team innovating, when to hire generalists vs. specialists, the nuances of managing in a high growth environment, and more.
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As a former sales leader at LinkedIn and Sprinklr, Dan Swift has been up close and personal with driving high growth. Today with his company Empire Selling, Dan's helping B2B companies grow revenue and deepen customer relationships through digital and social selling training. In this episode, he breaks down the challenges and rewards of sales at high growth companies, the do's and don'ts of social selling techniques, how salespeople can use content to play the role of trusted advisor, and more.
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A product designer at a growing company has two key constituents: their users and their business. In his recent post “Subverted Design”, GitHub Senior Product Designer Joel Califa reminds us that if we gear too far to toward the latter, we can lose sight of our all-important users in the process. He joins Intercom's Adam Risman to talk about the root cause of subverted design, the shifting responsibilities of a designer, how to make a big impact with small design changes and much more.
To get more insights from Joel, visit his blog at JoelCalifa.com
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For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.
Related resources:
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Erika Hall, co-founder of Mule Design, returns to the Inside Intercom podcast fresh from authoring a new book, Conversational Design. As voice and chat interfaces mature, she discusses the connection between human conversation how designers should think about interaction and interface design.
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In his 2017 keynote talk, "The User Experience of Design Systems", veteran designer, artist and educator Rune Madsen dissected not only the benefits of design systems, but also the overlooked negative consequences he sees in terms of how they’re being applied today. Specifically, are we now over-templatizing products in a way that benefits the builder, but not the user? Emmet Connolly, Director of Product Design at Intercom, sits down with Rune to go deeper on the topic.
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In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. That company, of course, is Slack, and in this conversation, Rachel shares why Slack needed to invest in growth marketing, where her team started, how they've partnered with Slack's rapidly scaling sales team, and more.
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In the first of a series of conversations with today's leading growth practitioners, we sit down with Siqi Chen, the former VP of Growth at Postmates. Siqi advocated for and founded the growth team at Postmates, and here he explains where his team found the low-hanging fruit in its earliest days, when being data-driven goes too far, the values that guided his growth team and much more.
Siqi took a new role the end of 2017 as CPO at GloStation, an Alibaba-backed VR escape room experience, and he also opens up about the challenges he now faces growing a product that's much more difficult to measure than any app.
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Following engineering stints at Google, Pulse and Medium – as both an IC and tech lead – Jean Hsu stepped away from the codebase to help coach others on how to navigate their own transition into management. In conversation with Intercom's Adam Risman, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape.
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From where to make your first marketing hire (and where they should get started) to when and how to use tactics like content or demand generation, we look back at our favorite marketing lessons and insights from past episodes. Guests include Des Traynor, Krithika Muthukumar, Joanna Wiebe, Sujan Patel, Lucy Allen, Everett Katigbak and Kristina Halvorson.
If you find these lessons helpful, check out our newest book, Intercom on Marketing. You can get your free copy today at Intercom.com/books
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How will trends like voice UI, augmented reality and AI push product builders in 2018? Co-founder Des Traynor, VP of Product Paul Adams and Director of Product Design Emmet Connolly break down the buzzwords, discuss new roles the industry will hire for this year, and examine whether we've reached a point where software has become commoditized.
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Hana Abaza, Head of Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more.
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How did 2017 change the way we build product at Intercom? Co-founder Des Traynor chats with VP of Product Paul Adams and Director of Product Design Emmet Connolly about what each learned in the past year – including how shipping nearly 150 customer-facing product changes in a single year changed the way we work, the way our views on bots evolved after releasing our own, why we built our own design system, and much more.
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Melody Koh was the very first product hire and Head of Product at Blue Apron, where she helped grow its customer base and revenue 25x in 3.5 years. Now with NextView Ventures, she joins Intercom co-founder Des Traynor to share her lessons learned on leading a team at scale, collaboration and managing a product that's both physical and digital in nature.
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Somewhere between the media hype and command line interfaces, machine learning and AI do represent the opportunity to build better products. Fergal Reid, machine learning strategist at Intercom, chats with Des Traynor about what we can expect from this technology in the next few years, which realities are far away, and the considerations you must make if you choose to build in this space.
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Whether you’re at a brand-new startup, or launching a fresh offering under the umbrella of a name brand, you only get one chance to make a first impression with your product. Jenna Crane, product marketing lead for Dropbox Paper, shares why alignment with the product team from day one and a laser focus on user research are key to successfully bringing a new offering to market.
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In 2017 the Inside Intercom World Tour visited 10 cities with 12 speakers, each sharing the toughest lessons they've learned in the six-plus years of building Intercom. Megan Sheridan, our Manager of Events, takes us behind the scenes and explains why we've invested so heavily in events as part of our marketing mix, how we measure their success, and the principles at play to get started.
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Shaun Clowes, VP of Product Management at Metromile and former Head of Growth at Atlassian, believes meaningful growth is fundamentally a product-related exercise. In this episode, he explains why activation is an ongoing challenge, shares his most successful retention strategies, and much more.
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Founded only six years ago in a small Midwestern college town, Zapier has built not only a workplace automation tool that connects with more than 800 apps, but also a profitable business. Co-founder and CEO Wade Foster explains how to market what appears like a technical product to non-technical users, why Zapier took a lean approach to fundraising, how and when to move your product upmarket, and much more.
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Sujan Patel, founder of the growth marketing agency Web Profits, has led digital marketing strategy for Salesforce, Mint, Intuit, Expedia, LinkedIn, Zillow and more. In this chat with Intercom's Adam Risman, he breaks down when a startup is ready for growth marketing, where they should start, and how to execute those tactics in a measurable way.
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As the co-founder of Copy Hackers, Joanna Wiebe is on a mission to help startups use writing as a tool to grow their business. In this chat with Intercom's Geoffrey Keating she explains the biggest mistakes she sees startups making with their email strategies, how to improve subject lines, what bottled water can teach us about tag lines, and much more.
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Before Asana was a publicly available product, Jackie Bavaro was guiding the company’s product decisions behind the scenes as its first product manager. In this chat with Intercom Director of Product Management Brian Donohue, she shares the way her product team works, how they tackle scoping and prioritization, how to balance intuition with data, and much more.
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James Buckhouse, Founder of the Sequoia Creative Lab, shares this short story to inspire and remind us all that we’re never just designing pixels or features or new user flows. We’re designing complements to the human condition, and in the process, there’s a wealth of value to be found in the events happening around us on any given day.
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In 2013 Ryan Hoover founded Product Hunt, a community of product enthusiasts who share and discover new products every day. In this interview with Intercom's Adam Risman, Ryan talks about his journey from product management to founder, scaling a community of enthusiasts, and tips for founders to trying to stand out from the crowd.
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As Stripe's first marketing hire four years ago, Krithika Muthukumar spanned anything from positioning and branding to developer campaigns, product launches to writing copy. In this interview with Intercom's Adam Risman, Krithika shares how the marketing team has evolved over the years, the importance of launching with intention, and much more.
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John Barrows is a sales trainer and consultant whose client list includes Dropbox, LinkedIn, Twilio, Salesforce, Bitly, New Relic and yes, even Intercom. In this chat with Intercom VP of Sales LB Harvey, John explains when a startup is ready for a dedicated sales team, how to better align sales and marketing, the traits that make for a promising sales hire, and much more.
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Following an eight-year run at Google, where he designed Google Flights and co-founded Android Wear, Emmet Connolly joined Intercom as Director of Product Design in October 2014. In this chat with Intercom's John Collins, Emmet shares how he's evolved the way his team works as its grown, the importance of our design system in that process, how that system serves the product team as a whole, and much more.
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As Head of R&D and Work Futurist at Atlassian, Dom Price travels the world studying how Atlassian teams work, and visiting with outside teams across industries to share insights, with the aim of keeping teams autonomous, innovative and nimble. In this episode he explains the importance of cognitive diversity in high performing teams, maintaining a culture of innovation at scale, how to check the health of our teams, and much more.
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Before advising startups at Greylock Partners, Casey Winters played a prominent role in shaping the successful growth strategies at Pinterest and Grubhub. In a chat with Intercom's Adam Risman, he explains when a startup is ready for a dedicated growth team, the problems they should tackle first, user onboarding best practices, and much more.
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As perhaps the only UX researcher on staff at a VC fund, Michael Margolis is parachuting into startups year-round to help them better understand their users. In this chat with Intercom Director of Research Sian Townsend, Michael walks us through his "start at the end" research framework, the ways in which he quickly develops rapport with new product teams, how to conduct research faster, and much more.
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As the author of "Content Strategy for the Web" and founder of the content consultancy Brain Traffic, Kristina Halvorson has built her career around connecting with audiences and users and spurring them to action. In this chat with Intercom managing editor John Collins, she explains the evolving definition of content strategy, how it intersects with content marketing, the common mistakes many startups make with content, and more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
James Buckhouse spent nearly a decade as an animator at Dreamworks, helping craft the Shrek and Madagascar franchises. Today he's the founder of the Sequoia Creative Lab, where his team applies story-driven design to products and experiences for Sequoia and its portfolio companies. In this chat with Intercom's Stewart Scott-Curran, James explains what film can teach us about designing products, exercises your team can do to uncover your own product’s story, and much more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Karen Church joined Intercom from Yahoo in January 2016. Her mission: create and lead a cross-functional team of data analysts, data scientists and data engineers. In this conversation with Intercom editor Geoffrey Keating, she explains the metrics the matter most to her team, the importance of storytelling in her work, how to democratize data across a company, and much more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jason Calacanis is one of the most successful angel investors in Silicon Valley and was one of the very first in the door at Uber, Thumbtack, Robinhood and Wealthfront. In this conversation with Intercom's Des Traynor, Jason explains the qualities he looks for in founders, when they should begin pitching angel investors, how to approach valuation, and much more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In less than two years, Jeetu Patel has taken Box Platform from a mere idea to an open platform with more than 175 partners building Box content management into their own products. In this episode, Jeetu explains how startups today can repeat Box's process. He covers how a product team's mindset must change, building relationships with developers, and why your customers – not your competition – should dictate your integration strategy.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In this chat with Intercom software engineer Ingrid Epure, Honeycomb co-founder and veteran infrastructure engineer Charity Majors explains when your startup actually needs a dedicated ops team, why engineers need to get comfortable with failure, the role cross-pollination plays in a healthy engineering culture, and much more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Joe Haslam, a startup founder and professor at IE Business School with a focus on how to scale companies, breaks down the common pitfalls cause premature scaling, paths to growth outside the Silicon Valley norm, the pros and cons of getting big, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
With his new book, Product Leadership: How Top Product Managers Launch Awesome Products and Build Successful Teams, hot off the press, Martin Eriksson chats with Intercom's Adam Risman about what skills define successful product leaders, how startups should approach their first product leadership hire, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Skyliner co-founder and former Stripe and Etsy VP Marc Hedlund opens up about what he's learned from past startups, lessons in engineering management, how to begin correcting tech's diversity problems, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
How do you better help new users understand what actions to take within your product? Amy Thibodeau, Content Strategy Lead at Shopify, explains how interface content done well can nudge users to success – and when crafted poorly can lead to frustrating, unintended actions. She also takes us inside Polaris, Shopify's new, publicly available design system, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Mike Monteiro is the co-founder and design director of Mule Design and speaks frequently and passionately about both craft and business. In this conversation with Intercom's Stewart Scott-Curran, Mike explains the responsibilities designers have to their users and community, why the veil of ignorance is perhaps the greatest tool a designer can use, the issues he sees with design education today, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
It’s often said that good product design is simple, and supporting all of the pixels and interactions we create are the simplest element of all, words. John Saito, UX writer at Dropbox and previously the very first UX writer at YouTube, explains how to find and document your product's voice and effectively use words to guide users to success. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nothing will drain your startup's talent pool faster than a bad manager. So what makes for a good one? Kim Scott, author of the bestselling book Radical Candor: Be a kickass boss without losing your humanity, explains how to create a culture of giving and receiving feedback that will help your team do its best, most fulfilling work. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
How can product makers offer more functionality without making it harder for users to be successful? Andrew Ofstad, co-founder and Chief Product Officer at Airtable and former product manager at Google, explains why complexity slowly creeps in, how his team at Google pared down the Maps UI using first principles, how he keeps product simple at Airtable, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor, co-founder and chief strategy officer at Intercom, recounts lessons and stories from the early days of the company and explains how they apply to those who are navigating early-stage startup life today. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Golden Krishna, author of The Best Interface is No Interface and a design strategist at Google, explains the trap of screen-centric thinking, what hardware can teach us about software design, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Edmond Lau, author of The Effective Engineer and a leader on Quip's user growth and engagement team, shares how engineers can make a greater impact, avoiding the layers of product and organizational complexity that often block them, strategies for prioritizing work, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Monal Chokshi was hired as Lyft's first dedicated researcher and tasked with building out the ridesharing company's UX research team and culture – something she'd done successfully before at SoundCloud and Intuit. She shares how researchers can prove their value, the way she’s structured her teams and why lightweight, guerrilla research – an exercise she likens to dating – is the user research gateway drug for startups. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Colin Bentley and Brian Donohue, Group Product Managers at Intercom and two of our first product hires, reflect on how their roles have changed at scale, what they’ve done to stay close to customers, learning to work with marketing and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Everett Katigbak has played a key role in shaping the brands of Stripe, Facebook and Pinterest. In this chat with Intercom's Stewart Scott-Curran, he shares how brand design can support product and spread culture, the story behind Facebook's Analog Research Laboratory, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
If your product is going to grow, new users need to find success with it, fast. Behance co-founder and Benchmark Capital venture partner Scott Belsky explains how to design your product’s first mile, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Janna Bastow, Co-Founder of Mind the Product and ProdPad, talks with Intercom's Adam Risman about how to build and scale product roadmaps, say no to feature requests and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Nearly five years ago Jeff Gardner became Intercom's first customer support hire. Today he manages a team of 50+, who are handling more than 25,000 customer conversations a month. In a chat with Intercom's Adam Risman, he explains how to keep your customer support personal as you scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Long before becoming a successful startup founder, Bridget Harris could be found busking Celtic Folk in London. In a conversation with Intercom's John Collins, she explains how her busking days shaped the way she runs YouCanBook.me, why she opted to bootstrap over the conventional VC funding route, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
From pinpointing the Job-to-be-Done to creating successful users and knowing when it's time to rebuild a product, we look back at our favorite lessons and insights from past episodes. Guests include Julie Zhuo, Jason Fried, Matt Hodges, Michael Pryor, Sarah Hatter, Bob Moesta and Samuel Hulick. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Tina Roth Eisenberg, author of the Swiss Miss design blog and founder of Creative Mornings, TeuxDeux and Tattly, shares her tips for turning side projects into startups, why every founder must get a handle on sales, and how community can raise your startup's ceiling. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Lucy Allen has spent the past two decades working with technology companies of all sizes – from young startups to the likes of SAP and Adobe – to build their profile and share their stories. Here, she chats with Intercom's Jennifer Kutz about how to find PR angles that are actually newsworthy, why conversational interfaces are changing the PR paradigm, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor sits down with Paul Adams, VP of Product, and Emmet Connolly, Director of Product Design, to discuss the biggest trends of the past year, including bots, conversational commerce, and voice UIs, as well as where product is headed in 2017. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Maria Giudice, VP of Experience Design at Autodesk, talks to Intercom's Adam Risman about how to create an experience-centered culture, why everyone in your company needs exposure to customers, tackling guerrilla research, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Daniel Burka has spent his career at the intersection of design and business leadership. He’s currently a design partner at GV (formerly Google Ventures) and spent the prior decade-plus helping technology companies with product design. Here, Daniel explains how design can solve business problems, the role of sprints in a healthy design culture, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom Senior Product Manager Hugh Durkin chats with John Collins about why browsers – not apps – are the future of mobile consumption, what shopping centers and fast-food chains can teach us about building better software platforms, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Aarron Walter knows plenty about scaling a design team and culture. Before joining InVision as VP of Design Education, he started the experience design team at MailChimp. In this episode, Aarron chats with Intercom's Adam Risman about hiring for soft skills, the benefits of cross-functional teams, how to design for empathy, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Chase Clemons, Support Pro at Basecamp and host of the Support Ops podcast, talks with Intercom's Adam Risman about keeping your support team happy, eliminating knowledge silos, and why self-serve help content can't be an afterthought. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Lara Hogan, Director of Engineering at Etsy, talks to Intercom's Geoffrey Keating about managing with empathy, tech's diversity problem, and her new book, Demystifying Public Speaking. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom's Content Strategy Lead Elizabeth McGuane talks to Des Traynor about the importance of words in product building. Elizabeth's role is all about using language, tone and mental models to create better experiences for our customers. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jeff Vincent works on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. He chats to Intercom's Director of Customer Support, Jeff Gardner. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
User Interface Engineering founder Jared Spool chats with Intercom's Des Traynor about his new design school, Center Centre. Jared shares why recent design graduates struggle in the workplace and what the Center Centre curriculum is doing differently. They also discuss why successful companies must cross what Jared calls "the UX Tipping Point". See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Tasked with running 500 Startups’ Mountain View accelerator, Elizabeth Yin is helping some of tomorrow’s most exciting startups get off the ground. In this conversation with Intercom Managing Editor John Collins, Elizabeth explains the difficulties of running your startup while pitching investors, why founders need to get a handle on taking rejection, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
As a General Partner at Index Ventures and the former Head of Product at Dropbox, Ilya Fushman knows plenty about how to scale your product and the challenges your team will face along the way. He shares his lessons learned on product roadmaps, building platforms and more with Matt Hodges, Intercom's Senior Director of Product Marketing. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Onboarding isn't a metric, it's an outcome – successful users. And it's crucial to your product's survival. UserOnboard founder Samuel Hulick explains how to set users up for success, why your onboarding is always evolving, where to find inspiration outside of the software world, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Shipping is your company's heartbeat, and at Intercom we're shipping code to production more than 100 times a day. Intercom VP of Engineering, Darragh Curran, talks with Co-Founder Des Traynor about how he's scaled the engineering team and culture behind it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Trello CEO and Fog Creek Software Co-Founder Michael Pryor talks with Intercom's Des Traynor about how to build and scale a mass-market software product. Their chat covers the ways Fog Creek’s previous products informed Trello, prioritizing feature requests for a product with diverse use cases, the importance of pricing for value, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom Director of Product Design Emmet Connolly chats with web and UI animation specialist Val Head. Val discusses designing animation for web vs mobile, the importance of establishing motion guidelines for your brand, where designers can get started with animation, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
In a conversation with Intercom Content Marketing Manager Adam Risman, Hunter Walk reflects on his lessons learned as Director of Product Management at YouTube. He shares why empathy and prioritization are key for a product manager's success, and also explains how he selects his seed investments at Hombrew. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom Director of Brand Design Stewart Scott-Curran sits down with Erika Hall, Co-Founder and Director of Strategy at Mule Design. They chat about the importance of language in design, the role of trust in a client-designer relationship, why research simply isn’t optional, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
At the Seattle stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of founders from local startups. They talk finding an underserved market, fighting feature bloat, competition, and more. Panelists include Andrew Kinzer, co-founder and CPO at Outreach; Amanda Osborne, co-founder and CMO at Meshfire; and Aseem Badshah, founder and CEO at Socedo. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Matt Hodges, Intercom's first marketer, shares how Job-to-be-Done can shape your product's story, his strategy for prioritizing marketing efforts in SaaS, tips for scaling a marketing team, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
At the Toronto stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of leaders from area startups. They talk competition, JTBD, growth, and more. Panelists include Caterina Rizzi, co-founder and CCO at Breather; Tyler Rooney, co-founder and CPO at Format; and Amrita Chandra, head of marketing at CrowdRiff. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder and chief strategy officer Des Traynor chats with Basecamp co-founder and CEO Jason Fried. Jason explains when to rebuild a successful product, why chat software in the workplace has gone overboard, what makes Basecamp's work culture unique, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
At the Boston stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of leaders from local startups. It's all about how to start and scale a successful product. Panelists include Eli Rosen, VP of Customers Success at Dispatch; Meghan Keaney Anderson, VP of Marketing at HubSpot; and Nikos Moraitakis, Founder and CEO at Workable. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
At the New York stop of the Inside Intercom World Tour, Forbes Senior Editor, Steve Bertoni, hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Lindsay Boyajian, CMO at Augment; Mike Boufford, VP of Engineering at Greenhouse; Christian Bjelland, Founding Team of Hello Alfred. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Julie Zhuo chats with Intercom content marketing manager Adam Risman about what makes great product design, establishing early design principles, team building, and much more. Plus, Intercom director of product design Emmet Connolly talks about his principles of bot design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
At the Paris stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Jean-François Chianetta, co-founder and CEO at Augment; Julien Lemoine, co-founder and CTO at Algolia; and Isabelle George, co-founder of Weroom. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Poornima Vijayshanker is the founder of Femgineer, an education startup helping tech professionals advance their careers and build great product, while promoting inclusivity in the industry. In this episode, she chats with Intercom content marketing manager Adam Risman about the role of empathy in building product, what she learned in her transition from engineer to startup founder, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom managing editor John Collins hosts a panel of London-based startups at the first stop of the Inside Intercom World Tour. It's a lively discussion about what makes great product, and panelists include Bridget Harris, CEO and co-founder of You Can Book Me; Will Swannell, CEO and co-founder of Hire Space; and James Blackwell, co-founder of Buzz Sumo. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder Des Traynor takes a deep dive into the Jobs-to-be-Done framework for innovation with Bob Moesta, President and CEO at The Re-Wired Group. Bob is a principal architect of JTBD and has had a hand in developing more than 3,500 products in the past 30 years. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder Des Traynor chats with Clearleft CEO and design thought leader Andy Budd. Andy explains why young startups tend to prioritize development over design, the role designers will play in the new world of voice and chat-based UIs, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom customer support lead Sabrina Gordon chats with CoSupport founder and Elevate Summit host Sarah Hatter. Sarah shares how the world of customer support is evolving, how to build and scale an empathetic support culture, why great support improves product, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder and chief strategy officer Des Traynor chats with venture capitalist Tomasz Tunguz about what he looks for in a potential SaaS investment, the recent startup funding squeeze, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom content marketing manager Adam Risman talks with Riley Newman about the importance of early data investment for startups, making data accessible at scale, and why data is "the voice of the customer." See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom content marketing manager Adam Risman chats with Chris Messina about how conversational commerce – a new trend at the intersection of AI, bots, brands and messaging – is fundamentally changing the way we design, acquire and use apps. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Emmet Connolly, Intercom Director of Product Design, talks to Mike Davidson about a range of design topics, including the design process behind Twitter's Moments, what to look for when hiring designers, and what the future of a Tweet might look like. The interview was recorded before Mike announced his recent departure from Twitter. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom's Elizabeth McGuane sits down with Karen McGrane to discuss when startups should start thinking about content strategy, how to communicate your brand within a product, and why you should stop thinking in pages. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor, Intercom co-founder, and Paul Adams chat about the principles and practices he brought to Intercom from Facebook and Google, how and why he developed a 666 roadmap for the company, and what startups should be focusing on in this coming year. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder Des Traynor talks to Tony Ulwick, the inventor of outcome-driven innovation and a decades-long champion of jobs-to-be-done as a method for product design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom content marketing manager, Sara Yin, talks to Anne Handley, about why great content needs goals and metrics, and where the opportunities lie for content marketers. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Recorded live at the Intercom on Capital event, Ethan Kurzweil, Mamood Hamid and Intercom CEO, Eoghan McCabe, talk about all things investment in a discussion led by Kathleen Estreich. They talk about the current landscape of high valuations, the competitive advantages of working outside the Valley, and the insider info VCs can give that nobody else can. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Recorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Ethan Kurzweil, Partner at Bessemer Venture Partners. Their conversation ranges from what VCs are looking for in their investments, to the effects of volatile public markets on Silicon Valley. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Recorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Mamoon Hamid, partner and co-founder at SocialCapital. They talk about raising capital, what Mamoon looks for in investments, and the future of venture capital. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor, Intercom co-founder, and Brian Balfour chat about what jobs growth teams should focus on and how to create a foundation for meaningful, long-term growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Des Traynor, Intercom co-founder, and Margaret Gould Stewart talk about product design at massive scale, the aesthetics of business software and the importance of diversity on design teams. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom senior marketing director Matt Hodges talks to Jay Simons about SaaS marketing, scaling a marketing team, and selling without a sales team. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder Des Traynor talks to Braden Kowitz about Google Ventures work with startups, the process of design sprints, sketching and prototyping, and the future of product design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom co-founder Des Traynor talks to Peter Merholz, Senior Director of Design with Jawbone, previously VP of Global Design at Groupon and co-founder of design agency Adaptive Path. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
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