The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom (Intercom)

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.

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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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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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A crossover episode of Inside Intercom with Black Tech Unplugged. Featuring podcaster Deena McKay and Lynnise Pantin.

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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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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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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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https://inter.com/productpodcast

Say hi on 👋

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🏠 www.intercom.com

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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.

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Hubert Palan, CEO and founder of Productboard chats to Intercom's Rati Zvirawa

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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.

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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.

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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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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.

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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.

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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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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.

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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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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 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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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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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.

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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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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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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.

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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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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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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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🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

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Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

🏠 www.intercom.com

#customersupport #customerservice #intercom #product #productdesign

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We're revisiting some of our favourite episodes from across the year. In this episode we heard all about the Conversational Support Funnel.

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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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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.

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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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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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VP of Customer Happiness at Later chats to Dee Reddy about what B2B support teams can learn from their B2C counterparts.

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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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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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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.

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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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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.

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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.

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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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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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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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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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https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/leanneharte/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

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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.

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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).

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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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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

Follow the people:

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/lynseyduncan/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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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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.

You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm

Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/pauladams/

Say hi 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731

🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF

💻 RSS Feed https://art19.com/shows/inside-intercom

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

🏠 www.intercom.com

#customersupport #customerservice #intercom

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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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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

😁 Follow the people:

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/shephyken/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

🏠 www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/

Follow the people:

https://www.linkedin.com/in/pauladams/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Say hi

X/Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

www.intercom.com

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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/

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.

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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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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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

😁 Follow the people:

https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/bobbystapleton/

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See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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:

• Rachel Hepworth, at the time the head of growth marketing at Slack, talks about starting a growth marketing team at a startup that had long relied on word of mouth for its growth;
• Andrew Chen, general partner at Andreessen Horowitz, chats about the changing landscape of customer acquisition, his “Law of Shitty Clickthroughs” and its effect on growth channels, and what we can learn from Dropbox and Uber;
• Intercom co-founder and Chief Strategy Officer Des Traynor and Chief Product Officer Paul Adams talk about our product principles.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. 

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.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

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.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/

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.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Say hi on 👋

X: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

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.

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.

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 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).

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.

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.

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:

• Christian Osmundsen, Global Head of Customer Experience at Deliverect
• Lauren Francis, Customer Support Process Improvement Manager at Intercom
• Ruth O'Brien, Director of Automated & Proactive Support at Intercom
• Sam Forde, Merchant Success Manager at Zapiet

Read a transcript at https://www.intercom.com/blog/podcasts/ai-future-of-support-roles

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

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.

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.

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/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

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 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

😁 Follow the people:

https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/blakemichellemorgan/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

😁 Follow the people:

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/elliot-neeld/

https://www.linkedin.com/in/carl-olsen-b338b096/

https://www.linkedin.com/in/ben-peak-1359b271/

Newsletters:

Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://inter.com/productpodcast

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot

www.intercom.com

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.