Skill Piper

Send feedback

Management coach Lara Hogan on perfecting the leadership craft

Management coach Lara Hogan on perfecting the leadership craft

Inside Intercom 6 October 2022

Episode Description

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/

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

...see more

More Episodes


ProfitWell founder Patrick Campbell on life after acquisition

ProfitWell founder Patrick Campbell on life after acquisition

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.

23 November 2022


Chili Piper’s Co-Founder Alina Vandenberghe on bootstrapping your way to success

Chili Piper’s Co-Founder Alina Vandenberghe on bootstrapping your way to success

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

17 November 2022


Solving the Innovator's Dilemma: How successful companies are embracing innovation units

Solving the Innovator's Dilemma: How successful companies are embracing innovation units

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

10 November 2022


Surfboard founder Natasha Ratanshi-Stein on riding the wave of planning software for support

Surfboard founder Natasha Ratanshi-Stein on riding the wave of planning software for support

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

3 November 2022


Collect's Founder Alex Delivet on automating data collection

Collect's Founder Alex Delivet on automating data collection

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

27 October 2022


Rewind: Strategyn’s Tony Ulwick on Jobs-to-be-Done

Rewind: Strategyn’s Tony Ulwick on Jobs-to-be-Done

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

20 October 2022


New at Intercom: Unlocking in-product messaging

New at Intercom: Unlocking in-product messaging

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

13 October 2022


Engineering principles: Shaping the solution and building in small steps

Engineering principles: Shaping the solution and building in small steps

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.

29 September 2022


How to deploy empathy to get the most out of customer interviews, according to Geocodio's Michele Hansen

How to deploy empathy to get the most out of customer interviews, according to Geocodio's Michele Hansen

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

22 September 2022


Emojis mean business: The characters transforming business messaging

Emojis mean business: The characters transforming business messaging

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

15 September 2022


Intercom on Product: The new dawn of Machine Learning

Intercom on Product: The new dawn of Machine Learning

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

8 September 2022


Rewind: Jean Hsu on people-centric management

Rewind: Jean Hsu on people-centric management

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

1 September 2022


Kinzen’s CEO Mark Little on the fight against disinformation

Kinzen’s CEO Mark Little on the fight against disinformation

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

25 August 2022


Algolia’s Sarah Dayan on what sets a staff plus engineer apart

Algolia’s Sarah Dayan on what sets a staff plus engineer apart

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

18 August 2022


UserTesting’s Janelle Estes on using human insight to create memorable experiences

UserTesting’s Janelle Estes on using human insight to create memorable experiences

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

11 August 2022


Let's talk principles: From technical conservatism to connected, modular systems

Let's talk principles: From technical conservatism to connected, modular systems

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

4 August 2022


Sanj Bhayro on creating the right foundation to help businesses scale

Sanj Bhayro on creating the right foundation to help businesses scale

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

28 July 2022


Three million downloads and counting: Inside Intercom reaches a podcasting milestone

Three million downloads and counting: Inside Intercom reaches a podcasting milestone

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.

21 July 2022


Stripe’s James Dyett on a customer-first approach to sales

Stripe’s James Dyett on a customer-first approach to sales

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

14 July 2022


Stark’s CEO Cat Noone on designing accessible products

Stark’s CEO Cat Noone on designing accessible products

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

7 July 2022


Form specialist Caroline Jarrett on designing surveys that work

Form specialist Caroline Jarrett on designing surveys that work

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. 9yBxRQBdDTJYXIBgCrPS See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

30 June 2022


G2's CMO Amanda Malko on the latest trends in software buying

G2's CMO Amanda Malko on the latest trends in software buying

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

23 June 2022


Pride 2022: Being out and bringing people in

Pride 2022: Being out and bringing people in

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

16 June 2022


Intercom’s product principles: Back to the basics

Intercom’s product principles: Back to the basics

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

9 June 2022


Customer Experience author Elizabeth Dixon on the CX that makes an impact

Customer Experience author Elizabeth Dixon on the CX that makes an impact

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.

2 June 2022


Intercom on Product: Facing the tech slowdown

Intercom on Product: Facing the tech slowdown

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

26 May 2022


2022 CS Benchmark: How support quality impacts businesses

2022 CS Benchmark: How support quality impacts businesses

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

19 May 2022


Rewind: Slack’s Ali Rayl on supporting millions of daily active users

Rewind: Slack’s Ali Rayl on supporting millions of daily active users

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.

12 May 2022


Let's talk principles: Exploring how we build product at Intercom

Let's talk principles: Exploring how we build product at Intercom

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

5 May 2022


HubSpot’s CEO Yamini Rangan on ditching the funnel for the Flywheel

HubSpot’s CEO Yamini Rangan on ditching the funnel for the Flywheel

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

28 April 2022


Dialling it up: The evolution of phone support

Dialling it up: The evolution of phone support

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

21 April 2022


Rewind: Shopify’s Hana Abaza on sales and marketing

Rewind: Shopify’s Hana Abaza on sales and marketing

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

14 April 2022


Oracle’s Catherine Blackmore on the evolution of customer success

Oracle’s Catherine Blackmore on the evolution of customer success

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

7 April 2022


Questioning tech: The past, present, and future of survey tools

Questioning tech: The past, present, and future of survey tools

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

31 March 2022


New at Intercom: Hear all about the next generation of customer engagement

New at Intercom: Hear all about the next generation of customer engagement

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

24 March 2022


Product evangelist John Cutler on becoming a catalyst for change

Product evangelist John Cutler on becoming a catalyst for change

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

16 March 2022


Celebrating International Women's Day 2022: Women who broke the bias

Celebrating International Women's Day 2022: Women who broke the bias

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

8 March 2022


Growth marketing expert Ramli John on why you’re getting user onboarding wrong

Growth marketing expert Ramli John on why you’re getting user onboarding wrong

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

3 March 2022


Wellbeing coach Marilyn Suttle on curbing burnout and attrition

Wellbeing coach Marilyn Suttle on curbing burnout and attrition

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

24 February 2022


Velocity's Doug Kessler on bringing the mojo back to content marketing

Velocity's Doug Kessler on bringing the mojo back to content marketing

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

17 February 2022


2022 customer support trends: How support leaders are adapting

2022 customer support trends: How support leaders are adapting

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

10 February 2022


CX expert Jay Baer on creating experiences that get your customers talking

CX expert Jay Baer on creating experiences that get your customers talking

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

3 February 2022


How do we feel about being called ‘women in tech’?

How do we feel about being called ‘women in tech’?

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

27 January 2022


Intercom on Product: Speeding back up when momentum drops

Intercom on Product: Speeding back up when momentum drops

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

20 January 2022


Benn Stancil, founder of Mode, on how data science can help us make better decisions

Benn Stancil, founder of Mode, on how data science can help us make better decisions

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.

13 January 2022


Drata’s CEO Adam Markowitz on creating a culture of cyber security

Drata’s CEO Adam Markowitz on creating a culture of cyber security

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.

6 January 2022


2021 in conversation: Learnings from the podcast

2021 in conversation: Learnings from the podcast

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

22 December 2021


Andrew Chen on how tech’s giants drive growth with network effects

Andrew Chen on how tech’s giants drive growth with network effects

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

16 December 2021


The story behind the chirp: Intercom’s notification sound

The story behind the chirp: Intercom’s notification sound

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

9 December 2021


Intercom presents Engineer Chats

Intercom presents Engineer Chats

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

2 December 2021


CX author Dan Gingiss on turning customers into your own salesforce

CX author Dan Gingiss on turning customers into your own salesforce

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

25 November 2021


Writing coach Leslie O’Flahavan on the dos and don’ts of customer messaging

Writing coach Leslie O’Flahavan on the dos and don’ts of customer messaging

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.

18 November 2021


UserOnboard’s Samuel Hulick on designing paths, not products

UserOnboard’s Samuel Hulick on designing paths, not products

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.

11 November 2021


Meet the team: Intercom’s Brand Studio on evolving our brand

Meet the team: Intercom’s Brand Studio on evolving our brand

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.

4 November 2021


Leandra Fishman on driving revenue through stronger customer relationships

Leandra Fishman on driving revenue through stronger customer relationships

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.

28 October 2021


Jeff Toister on a guaranteed customer experience

Jeff Toister on a guaranteed customer experience

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.

21 October 2021


Intercom's Jane Honey on perfecting career paths for product management

Intercom's Jane Honey on perfecting career paths for product management

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.

14 October 2021


Intercom tour: Meet the Sydney office

Intercom tour: Meet the Sydney office

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.

7 October 2021


Little Otter’s Rebecca Egger on making mental health care accessible to all

Little Otter’s Rebecca Egger on making mental health care accessible to all

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.

30 September 2021


​​Shep Hyken on getting customers to come back again and again

​​Shep Hyken on getting customers to come back again and again

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.

23 September 2021


Kevin Maney on designing your own category

Kevin Maney on designing your own category

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.

16 September 2021


Webflow’s Maggie Hott on building a scalable sales team from the ground up

Webflow’s Maggie Hott on building a scalable sales team from the ground up

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.

9 September 2021


Meet the team: Intercom's PMMs discuss our approach to product marketing

Meet the team: Intercom's PMMs discuss our approach to product marketing

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.

2 September 2021


Celebrating 10 years of Intercom

Celebrating 10 years of Intercom

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.

26 August 2021


Dialpad’s Dan O’Connell on how an all-in-one support approach can drive revenue

Dialpad’s Dan O’Connell on how an all-in-one support approach can drive revenue

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.

12 August 2021


Rewind: Val Geisler on how to supercharge your email onboarding

Rewind: Val Geisler on how to supercharge your email onboarding

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.

5 August 2021


BrowserStack’s Mark Rudden on hypergrowth in a global pandemic

BrowserStack’s Mark Rudden on hypergrowth in a global pandemic

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.

29 July 2021


Rewind: How Yelp drove down churn by building up customer success

Rewind: How Yelp drove down churn by building up customer success

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.

22 July 2021


IBM's Arin Bhowmick on designing ethical AI

IBM's Arin Bhowmick on designing ethical AI

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.

15 July 2021


Rewind: Matt Rogers on scaling your SaaS business

Rewind: Matt Rogers on scaling your SaaS business

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.

8 July 2021


Rewind: Coda’s Shishir Mehrotra on rethinking docs from scratch

Rewind: Coda’s Shishir Mehrotra on rethinking docs from scratch

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.

1 July 2021


Celebrating Pride: Being out while the world is in

Celebrating Pride: Being out while the world is in

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.

24 June 2021


How Intercom is preparing for a return to the office

How Intercom is preparing for a return to the office

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.

17 June 2021


Rewind: Guru's Rick Nucci on using automation to scale your customer experience

Rewind: Guru's Rick Nucci on using automation to scale your customer experience

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.

10 June 2021


Intercom on Product: Accelerating your strategy after COVID-19

Intercom on Product: Accelerating your strategy after COVID-19

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.

3 June 2021


Rewind: Lean UX author Jeff Gothelf on why design must have a seat at the table

Rewind: Lean UX author Jeff Gothelf on why design must have a seat at the table

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.

27 May 2021


Conversations with friends: 6 highlights from behind the mic

Conversations with friends: 6 highlights from behind the mic

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.

20 May 2021


Gong’s Linda Lin on customer success strategies for moving upmarket

Gong’s Linda Lin on customer success strategies for moving upmarket

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.

13 May 2021


Rewind: Close.com’s Steli Efti on balancing competition and collaboration in sales

Rewind: Close.com’s Steli Efti on balancing competition and collaboration in sales

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.

6 May 2021


360Learning’s Joei Chan on embracing innovation as a content marketer

360Learning’s Joei Chan on embracing innovation as a content marketer

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.

29 April 2021


Calm’s Will Larson on how to build a technical leadership career

Calm’s Will Larson on how to build a technical leadership career

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.

22 April 2021


MadKudu’s Francis Brero on how AI can boost conversational support

MadKudu’s Francis Brero on how AI can boost conversational support

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.

15 April 2021


Cliniko founder Joel Friedlaender on bringing digital transformation to healthcare

Cliniko founder Joel Friedlaender on bringing digital transformation to healthcare

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.

8 April 2021


Wikimedia Foundation COO Janeen Uzzell on future-proofing history

Wikimedia Foundation COO Janeen Uzzell on future-proofing history

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.

1 April 2021


CX pioneer Jeanne Bliss on building customer-centric businesses

CX pioneer Jeanne Bliss on building customer-centric businesses

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.

25 March 2021


 Built for you E03: Behind conversation topics and custom reports

Built for you E03: Behind conversation topics and custom reports

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.

18 March 2021


Later’s Farhan Virji on adapting B2C support strategies for B2B teams

Later’s Farhan Virji on adapting B2C support strategies for B2B teams

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.

11 March 2021


Black Women’s Business Collective founder Zanade Mann on advocating for your peers

Black Women’s Business Collective founder Zanade Mann on advocating for your peers

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.

4 March 2021


CX expert Annette Franz on putting the 'customer' in 'customer experience'

CX expert Annette Franz on putting the 'customer' in 'customer experience'

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.

25 February 2021


Inter-Women Presents: Karen and Leandra on leadership

Inter-Women Presents: Karen and Leandra on leadership

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.

18 February 2021


Intercom on Product 13: Defining sustainable innovation

Intercom on Product 13: Defining sustainable innovation

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.

11 February 2021


Norman Crowley on uncovering the business opportunities in tackling climate change

Norman Crowley on uncovering the business opportunities in tackling climate change

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.

4 February 2021


Code for America’s Amanda Renteria on defining the citizen experience

Code for America’s Amanda Renteria on defining the citizen experience

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.

28 January 2021


Conversations on Support

Conversations on Support

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.

21 January 2021


Productboard founder and CEO Hubert Palan on mastering product strategy

Productboard founder and CEO Hubert Palan on mastering product strategy

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.

14 January 2021


Holiday Rewind: Tech philosopher Alex Wolf on designing harmonious technology

Holiday Rewind: Tech philosopher Alex Wolf on designing harmonious technology

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.

7 January 2021


Holiday Rewind: Understanding the Conversational Support Funnel

Holiday Rewind: Understanding the Conversational Support Funnel

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.

31 December 2020


Holiday Rewind: Inside Intercom on Allyship

Holiday Rewind: Inside Intercom on Allyship

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.

24 December 2020


Intercom’s 2020 people pivot

Intercom’s 2020 people pivot

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.

17 December 2020


Solving the customer success equation: Nick Mehta on delivering value at scale

Solving the customer success equation: Nick Mehta on delivering value at scale

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.

10 December 2020


Built for You E02: Making of Series

Built for You E02: Making of Series

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.

3 December 2020


S.H.O.P. Part 4: Present

S.H.O.P. Part 4: Present

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.

27 November 2020


S.H.O.P. Part 3: Online

S.H.O.P. Part 3: Online

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.

19 November 2020


S.H.O.P. Part 2: Habits

S.H.O.P. Part 2: Habits

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.

12 November 2020


S.H.O.P. Part 1: Store

S.H.O.P. Part 1: Store

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.

5 November 2020


Reflecting on the Intercom journey - Karen Peacock and Des Traynor in conversation

Reflecting on the Intercom journey - Karen Peacock and Des Traynor in conversation

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.

29 October 2020


Nate Brown on why proactive CX is the next competitive battleground

Nate Brown on why proactive CX is the next competitive battleground

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.

22 October 2020


Bob Moesta on unleashing your sales superpower

Bob Moesta on unleashing your sales superpower

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.

15 October 2020


Bought-in and paid for: how Atlassian bridge the gap from freemium to enterprise sales

Bought-in and paid for: how Atlassian bridge the gap from freemium to enterprise sales

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.

8 October 2020


Intercom on Product: One for the roadmap

Intercom on Product: One for the roadmap

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.

1 October 2020


Scale with Shane Murphy-Reuter and Brian Halligan at INBOUND

Scale with Shane Murphy-Reuter and Brian Halligan at INBOUND

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.

21 September 2020


Blind co-founder Kyum Kim on the hidden power of anonymity

Blind co-founder Kyum Kim on the hidden power of anonymity

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.

17 September 2020


The appliance of science: Mark Roberge’s formula for scaling

The appliance of science: Mark Roberge’s formula for scaling

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.

10 September 2020


Built for You: How customer feedback informs what we ship

Built for You: How customer feedback informs what we ship

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.

3 September 2020


Subscribing to the future with Zuora's Carl Gold

Subscribing to the future with Zuora's Carl Gold

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.

27 August 2020


Intercom on Product: Meet your marketer

Intercom on Product: Meet your marketer

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.

25 August 2020


Tech philosopher Alex Wolf on designing harmonious technology

Tech philosopher Alex Wolf on designing harmonious technology

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.

20 August 2020


From Adobe to Walmart: How Sprinklr won over the world’s most valuable brands

From Adobe to Walmart: How Sprinklr won over the world’s most valuable brands

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.

13 August 2020


Stack Overflow CEO Prashanth Chandrasekar on writing the script of the future

Stack Overflow CEO Prashanth Chandrasekar on writing the script of the future

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.

6 August 2020


Scale: Clearbit’s VP of Customer Success on turning economic headwinds into a growth opportunity

Scale: Clearbit’s VP of Customer Success on turning economic headwinds into a growth opportunity

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.

30 July 2020


Flow’s Daniel Scrivner on the brave new world of asynchronous productivity tools

Flow’s Daniel Scrivner on the brave new world of asynchronous productivity tools

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.

23 July 2020


Scale: Checking in on Shopify Plus' 11,000 checkouts per minute

Scale: Checking in on Shopify Plus' 11,000 checkouts per minute

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.

16 July 2020


G2's Kevin Indig on searching for meaning and the meaning of search

G2's Kevin Indig on searching for meaning and the meaning of search

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.

9 July 2020


Scale: How Zapier supports 3 million users by investing in customer outcomes

Scale: How Zapier supports 3 million users by investing in customer outcomes

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.

2 July 2020


We run on inclusion: Sharing stories and lived experiences

We run on inclusion: Sharing stories and lived experiences

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.

27 June 2020


Speaking out: Inside Intercom on allyship

Speaking out: Inside Intercom on allyship

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.

25 June 2020


Understanding the Conversational Support Funnel framework

Understanding the Conversational Support Funnel framework

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.

23 June 2020


 Kathryn Finney on intersectionality and using your privilege for good

Kathryn Finney on intersectionality and using your privilege for good

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.

18 June 2020


Inside Intercom X Black Tech Unplugged

Inside Intercom X Black Tech Unplugged

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.

11 June 2020


8′46″

8′46″

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.

4 June 2020


Jonathan Anguelov on Aircall’s $65 million Series C success and the future of the phone call

Jonathan Anguelov on Aircall’s $65 million Series C success and the future of the phone call

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.

28 May 2020


Ryan Steinberg on fostering empathetic automation

Ryan Steinberg on fostering empathetic automation

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.

21 May 2020


H.O.M.E: Entertainment - when all the world's a stage

H.O.M.E: Entertainment - when all the world's a stage

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.

14 May 2020


Intercom on Product: Understanding your customer is key to good product judgment

Intercom on Product: Understanding your customer is key to good product judgment

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.

12 May 2020


H.O.M.E: Market - when this little piggy stayed home

H.O.M.E: Market - when this little piggy stayed home

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.

7 May 2020


H.O.M.E: Off the clock - love, laughter, and life through a lens

H.O.M.E: Off the clock - love, laughter, and life through a lens

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.

30 April 2020


H.O.M.E: Health and wellness in the great indoors

H.O.M.E: Health and wellness in the great indoors

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.

23 April 2020


Revisiting Wootric’s Deepa Subramanian thoughts on measuring the voice of the customer

Revisiting Wootric’s Deepa Subramanian thoughts on measuring the voice of the customer

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.

16 April 2020


Navigating the surge: A customer support roundtable

Navigating the surge: A customer support roundtable

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.

9 April 2020


The SaaS response - how our peers are responding to COVID-19

The SaaS response - how our peers are responding to COVID-19

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.

2 April 2020


Working together while apart - a remote roundtable

Working together while apart - a remote roundtable

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.

26 March 2020


Bailey Richardson on fostering community creatively in a crisis

Bailey Richardson on fostering community creatively in a crisis

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

19 March 2020


Shep Hyken on fostering the cult of the customer

Shep Hyken on fostering the cult of the customer

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

12 March 2020


The remote rundown: Tips from the experts

The remote rundown: Tips from the experts

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.

10 March 2020


Jasmine Friedl on design, diversity and choosing a different path

Jasmine Friedl on design, diversity and choosing a different path

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.

5 March 2020


About a bot: The making of Resolution Bot

About a bot: The making of Resolution Bot

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

27 February 2020


Author and product leader Buster Benson on the art of productive disagreement

Author and product leader Buster Benson on the art of productive disagreement

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

20 February 2020


Intercom on Product: Why making every day count is key to progress

Intercom on Product: Why making every day count is key to progress

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.

18 February 2020


Scale: Tray.io’s VP of Marketing Alex Ortiz on embracing the era of automation

Scale: Tray.io’s VP of Marketing Alex Ortiz on embracing the era of automation

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

13 February 2020


Scale: From marketplace to SaaS business: How Udemy acquired 80% of the Fortune 100

Scale: From marketplace to SaaS business: How Udemy acquired 80% of the Fortune 100

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

31 January 2020


Scale: ChartMogul’s Nick Franklin on navigating hypergrowth

Scale: ChartMogul’s Nick Franklin on navigating hypergrowth

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.

23 January 2020


Miro CEO Andrey Khusid on the art of distributed teamwork

Miro CEO Andrey Khusid on the art of distributed teamwork

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

16 January 2020


Design expert Jared Spool on teaching UX to the next generation

Design expert Jared Spool on teaching UX to the next generation

Jared Spool returns to the Intercom podcast to discuss diversity through education, experience visions and why design in a team sport with Jonathon Colman. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

9 January 2020


Intercom on Product: The dawn of a new decade

Intercom on Product: The dawn of a new decade

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

3 January 2020


Pause/Rewind: 2019 on the Inside Intercom podcast

Pause/Rewind: 2019 on the Inside Intercom podcast

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

19 December 2019


Scale: How Vidyard uncovered a multimillion-dollar growth lever - by moving downmarket (S02:E05)

Scale: How Vidyard uncovered a multimillion-dollar growth lever - by moving downmarket (S02:E05)

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.

12 December 2019


Scale: Ok, Google: Scale my SaaS business

Scale: Ok, Google: Scale my SaaS business

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

5 December 2019


Scale: How to achieve 2,500% revenue growth: 5 lessons from Paddle’s Ed Fry (S02E03)

Scale: How to achieve 2,500% revenue growth: 5 lessons from Paddle’s Ed Fry (S02E03)

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

27 November 2019


Intercom on Product: The intersection of company and product strategy

Intercom on Product: The intersection of company and product strategy

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

25 November 2019


 Scale: How Sprout Social increased retention with customer-centric marketing (S02:E02)

Scale: How Sprout Social increased retention with customer-centric marketing (S02:E02)

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

21 November 2019


Scale: How Yelp drove down churn by building a customer success org (S02:E01)

Scale: How Yelp drove down churn by building a customer success org (S02:E01)

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

14 November 2019


Spendesk's Nicolas Marchais on evolving with your market

Spendesk's Nicolas Marchais on evolving with your market

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

7 November 2019


The Sales Summit: In summation

The Sales Summit: In summation

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

5 November 2019


Woven CEO Tim Campos on how to spend your most important asset. (Spoiler: It’s time)

Woven CEO Tim Campos on how to spend your most important asset. (Spoiler: It’s time)

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

31 October 2019


The Sales Summit: Challenges of growth

The Sales Summit: Challenges of growth

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

29 October 2019


People & Company’s Bailey Richardson on how to find your people

People & Company’s Bailey Richardson on how to find your people

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

24 October 2019


The Sales Summit: Scaling sales with automation

The Sales Summit: Scaling sales with automation

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

22 October 2019


Intercom on Product: Rethinking outcomes over output

Intercom on Product: Rethinking outcomes over output

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

17 October 2019


The Sales Summit: The need for speed

The Sales Summit: The need for speed

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

15 October 2019


Louis Rosenfeld on how UX design can close the gaps between people

Louis Rosenfeld on how UX design can close the gaps between people

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

10 October 2019


Fix My Churn’s Val Geisler on how to supercharge your email onboarding

Fix My Churn’s Val Geisler on how to supercharge your email onboarding

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

3 October 2019


Beyond the hype: Practical advice on building a platform

Beyond the hype: Practical advice on building a platform

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

26 September 2019


Close.com's Steli Efti on balancing competition and collaboration in sales

Close.com's Steli Efti on balancing competition and collaboration in sales

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

19 September 2019


Human-Centered Design Network's Gerry Scullion on inclusive architecture

Human-Centered Design Network's Gerry Scullion on inclusive architecture

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

12 September 2019


Intercom on Product 5: Rise of the “keyboard-first” generation

Intercom on Product 5: Rise of the “keyboard-first” generation

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

5 September 2019


Everything we’ve learned about scaling sales

Everything we’ve learned about scaling sales

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.

29 August 2019


Intercom’s Jonathon Colman on why content designers should do less

Intercom’s Jonathon Colman on why content designers should do less

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

22 August 2019


Lean UX author Jeff Gothelf on why design must have a seat at the table

Lean UX author Jeff Gothelf on why design must have a seat at the table

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

15 August 2019


Slack’s Lane Collins on radical convenience in the customer experience

Slack’s Lane Collins on radical convenience in the customer experience

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

8 August 2019


Brex's Michael Tannenbaum on fintech growth strategies

Brex's Michael Tannenbaum on fintech growth strategies

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

1 August 2019


Intercom on Product: The principles behind how we build

Intercom on Product: The principles behind how we build

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

25 July 2019


New Relic's Mark Weitzel on creating open developer communities

New Relic's Mark Weitzel on creating open developer communities

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

18 July 2019


HubSpot’s Michael Redbord on staying in touch with your customers as you scale

HubSpot’s Michael Redbord on staying in touch with your customers as you scale

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

11 July 2019


Josh Seiden on why your product team should focus on outcome vs. output

Josh Seiden on why your product team should focus on outcome vs. output

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

4 July 2019


Intercom on Product: The most valuable meetings for building product

Intercom on Product: The most valuable meetings for building product

Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

27 June 2019


Slack’s Ceci Stallsmith on marketing your product platform

Slack’s Ceci Stallsmith on marketing your product platform

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

19 June 2019


Box’s Jeetu Patel on becoming a platform company

Box’s Jeetu Patel on becoming a platform company

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

13 June 2019


Building apps to expand your product’s reach, with MadKudu's Liam Boogar-Azoulay

Building apps to expand your product’s reach, with MadKudu's Liam Boogar-Azoulay

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

6 June 2019


Intercom on Product: How we unlock the power of feedback

Intercom on Product: How we unlock the power of feedback

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

30 May 2019


Measuring the voice of the customer with Wootric's Deepa Subramanian

Measuring the voice of the customer with Wootric's Deepa Subramanian

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

23 May 2019


The story behind building Product Tours

The story behind building Product Tours

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.

16 May 2019


Scale #9 - The future of customer acquisition with HubSpot’s Meghan Keaney Anderson

Scale #9 - The future of customer acquisition with HubSpot’s Meghan Keaney Anderson

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

9 May 2019


Scale #8 - How to kickstart billion dollar companies like Instacart and Instagram

Scale #8 - How to kickstart billion dollar companies like Instacart and Instagram

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

2 May 2019


Intercom on Product – New series with Des Traynor and SVP of Product Paul Adams

Intercom on Product – New series with Des Traynor and SVP of Product Paul Adams

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

29 April 2019


Scale #7 - The ugly side of growth

Scale #7 - The ugly side of growth

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

25 April 2019


Rick Nucci, CEO of Guru, on automation and the customer experience

Rick Nucci, CEO of Guru, on automation and the customer experience

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

22 April 2019


Scale #6 - Should you disrupt or create a category?  Lessons from Gainsight's CMO Anthony Kennada.

Scale #6 - Should you disrupt or create a category? Lessons from Gainsight's CMO Anthony Kennada.

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

18 April 2019


Scale #5 - How marketing helped Segment go from 6 months runway to a $1.5 billion dollar valuation

Scale #5 - How marketing helped Segment go from 6 months runway to a $1.5 billion dollar valuation

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

11 April 2019


Scale #4 - How to build a billion dollar sales team like Stripe

Scale #4 - How to build a billion dollar sales team like Stripe

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

4 April 2019


Scale #3 - What makes a world-class CMO in 2019? And the #1 reason CMOs fail

Scale #3 - What makes a world-class CMO in 2019? And the #1 reason CMOs fail

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

28 March 2019


Scale #2 - How Atlassian built a $20 billion dollar company with no sales team

Scale #2 - How Atlassian built a $20 billion dollar company with no sales team

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

21 March 2019


Scale #1 - How to be customer centric in a high growth environment

Scale #1 - How to be customer centric in a high growth environment

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

14 March 2019


User onboarding best practices with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

User onboarding best practices with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

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

7 March 2019


HubSpot’s Kieran Flanagan on product-led growth

HubSpot’s Kieran Flanagan on product-led growth

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

28 February 2019


Ryan Bonnici, G2.com CMO, on selling to educated users

Ryan Bonnici, G2.com CMO, on selling to educated users

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

21 February 2019


Rachel Hepworth, Head of Growth Marketing at Slack

Rachel Hepworth, Head of Growth Marketing at Slack

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

14 February 2019


Coda’s Shishir Mehrotra on rethinking docs from scratch

Coda’s Shishir Mehrotra on rethinking docs from scratch

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

7 February 2019


Understanding your ideal customers and how to sell to them

Understanding your ideal customers and how to sell to them

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

31 January 2019


Salesforce’s Mike Kreaden on how to build a platform to drive growth

Salesforce’s Mike Kreaden on how to build a platform to drive growth

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.

24 January 2019


Paul Adams, VP of Product, Intercom on avoiding the pendulum swing when problem-solving

Paul Adams, VP of Product, Intercom on avoiding the pendulum swing when problem-solving

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

17 January 2019


How bots, messengers and apps will define 2019 with Des Traynor, Paul Adams and Emmet Connolly

How bots, messengers and apps will define 2019 with Des Traynor, Paul Adams and Emmet Connolly

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

10 January 2019


Des Traynor, Paul Adams and Emmet Connolly on 2018 product and design lessons

Des Traynor, Paul Adams and Emmet Connolly on 2018 product and design lessons

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

3 January 2019


Sujan Patel on scaling growth with chatbots

Sujan Patel on scaling growth with chatbots

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.

20 December 2018


Facebook Workplace’s Julien Codorniou on turning companies into communities

Facebook Workplace’s Julien Codorniou on turning companies into communities

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

13 December 2018


Ambient Strategy‘s April Dunford on what marketers get wrong about positioning

Ambient Strategy‘s April Dunford on what marketers get wrong about positioning

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

6 December 2018


ProfitWell’s Patrick Campbell on the art and science of pricing

ProfitWell’s Patrick Campbell on the art and science of pricing

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

29 November 2018


Matt Hodges on being Intercom's first product marketer

Matt Hodges on being Intercom's first product marketer

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

22 November 2018


Mongo DB's Meagen Eisenberg on the must-have marketing tech stack

Mongo DB's Meagen Eisenberg on the must-have marketing tech stack

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

15 November 2018


Sabrina Gordon on growing customer support in a product-first company

Sabrina Gordon on growing customer support in a product-first company

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

8 November 2018


David Skok on the metrics every SaaS company should be tracking

David Skok on the metrics every SaaS company should be tracking

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

1 November 2018


The myths of product market fit with Intercom's Greg Davis

The myths of product market fit with Intercom's Greg Davis

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

25 October 2018


SalesLoft's Sydney Sloan on championing the customer experience

SalesLoft's Sydney Sloan on championing the customer experience

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

18 October 2018


Rise of the bots

Rise of the bots

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

11 October 2018


Des Traynor's lessons on scaling a team

Des Traynor's lessons on scaling a team

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

4 October 2018


Jake Knapp on redesigning the way we work

Jake Knapp on redesigning the way we work

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.

27 September 2018


Sales and marketing alignment with Intercom's Jeff Serlin and Brian Kotlyar

Sales and marketing alignment with Intercom's Jeff Serlin and Brian Kotlyar

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

20 September 2018


Brian Donohue, Director of Product Management at Intercom

Brian Donohue, Director of Product Management at Intercom

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

13 September 2018


How to tell your company story, with Intercom's Jeff Gardner

How to tell your company story, with Intercom's Jeff Gardner

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

6 September 2018


GV’s Kate Aronowitz and Vanessa Cho on leading through design

GV’s Kate Aronowitz and Vanessa Cho on leading through design

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

30 August 2018


Design in interesting times with Intercom's Emmet Connolly

Design in interesting times with Intercom's Emmet Connolly

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

23 August 2018


Nick Caldwell, VP of Engineering at Reddit

Nick Caldwell, VP of Engineering at Reddit

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

16 August 2018


Lili Cheng, VP of AI and Research at Microsoft

Lili Cheng, VP of AI and Research at Microsoft

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

9 August 2018


Claire Vo, VP of Product Management at Optimizely

Claire Vo, VP of Product Management at Optimizely

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

2 August 2018


Baremetrics’ Josh Pigford on launching – and pivoting – quickly

Baremetrics’ Josh Pigford on launching – and pivoting – quickly

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

26 July 2018


Turning engineers into leaders with Jean Hsu and Edmond Lau

Turning engineers into leaders with Jean Hsu and Edmond Lau

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

19 July 2018


Elad Gil on charting a path through hyper growth

Elad Gil on charting a path through hyper growth

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.

12 July 2018


Doug Landis, Growth Partner at Emergence Capital

Doug Landis, Growth Partner at Emergence Capital

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

5 July 2018


Lessons in growth with Andrew Chen, Gina Gotthilf, Casey Winters and more

Lessons in growth with Andrew Chen, Gina Gotthilf, Casey Winters and more

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

28 June 2018


Max Altschuler, CEO at Sales Hacker

Max Altschuler, CEO at Sales Hacker

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.

21 June 2018


Laura Klein on improving chemistry in product teams

Laura Klein on improving chemistry in product teams

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.

14 June 2018


Sean Ellis, CEO at Growth Hackers

Sean Ellis, CEO at Growth Hackers

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

7 June 2018


Steli Efti, CEO at Close.io

Steli Efti, CEO at Close.io

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.

31 May 2018


Matt Sornson, Head of Growth Marketing at Clearbit

Matt Sornson, Head of Growth Marketing at Clearbit

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

24 May 2018


Bob Moesta on unpacking customer motivations

Bob Moesta on unpacking customer motivations

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.

17 May 2018


Andrew Chen, General Partner at Andreessen Horowitz

Andrew Chen, General Partner at Andreessen Horowitz

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

10 May 2018


Rohini Pandhi, Product Lead at Square

Rohini Pandhi, Product Lead at Square

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

3 May 2018


Nir Eyal on designing healthy habits

Nir Eyal on designing healthy habits

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

26 April 2018


How to run less software, featuring Intercom's Rich Archbold

How to run less software, featuring Intercom's Rich Archbold

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.

19 April 2018


Zack Onisko, CEO at Dribbble

Zack Onisko, CEO at Dribbble

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

12 April 2018


Gina Gotthilf, former VP of Marketing and Growth at Duolingo

Gina Gotthilf, former VP of Marketing and Growth at Duolingo

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

5 April 2018


Eric Siu, CEO at Single Grain

Eric Siu, CEO at Single Grain

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

29 March 2018


Brian Rothenberg, VP and GM at Eventbrite

Brian Rothenberg, VP and GM at Eventbrite

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

22 March 2018


Will Larson, Foundation Engineering at Stripe

Will Larson, Foundation Engineering at Stripe

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

15 March 2018


Dan Swift, CEO at Empire Selling

Dan Swift, CEO at Empire Selling

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.

8 March 2018


Joel Califa, Senior Product Designer at GitHub

Joel Califa, Senior Product Designer at GitHub

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.

1 March 2018


Lessons in user onboarding with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

Lessons in user onboarding with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

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: Our book, Intercom on Onboarding The Onboarding Starter Kit – our guide to a well crafted messaging campaign C.A.R.E. – a simple framework for user onboarding See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

22 February 2018


Erika Hall, Mule Design

Erika Hall, Mule Design

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

15 February 2018


Exploring design systems with Rune Madsen

Exploring design systems with Rune Madsen

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

8 February 2018


Rachel Hepworth, Head of Growth Marketing at Slack

Rachel Hepworth, Head of Growth Marketing at Slack

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

1 February 2018


Siqi Chen, former VP of Growth at Postmates

Siqi Chen, former VP of Growth at Postmates

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

25 January 2018


Rewind: Jean Hsu on people-centric management

Rewind: Jean Hsu on people-centric management

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

18 January 2018


Lessons in marketing: Des Traynor, Kristina Halvorson, Sujan Patel, Joanna Wiebe and more

Lessons in marketing: Des Traynor, Kristina Halvorson, Sujan Patel, Joanna Wiebe and more

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

11 January 2018


Talking 2018 product trends with Des Traynor, Paul Adams and Emmet Connolly

Talking 2018 product trends with Des Traynor, Paul Adams and Emmet Connolly

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

4 January 2018


Hana Abaza, Head of Marketing at Shopify Plus

Hana Abaza, Head of Marketing at Shopify Plus

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

28 December 2017


2017 lessons learned with Des Traynor, Paul Adams and Emmet Connolly

2017 lessons learned with Des Traynor, Paul Adams and Emmet Connolly

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

21 December 2017


Melody Koh, Venture Partner at NextView Ventures

Melody Koh, Venture Partner at NextView Ventures

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

14 December 2017


Fergal Reid, Machine Learning Strategist at Intercom

Fergal Reid, Machine Learning Strategist at Intercom

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

7 December 2017


Jenna Crane, Product Marketing Lead at Dropbox Paper

Jenna Crane, Product Marketing Lead at Dropbox Paper

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

30 November 2017


Megan Sheridan, Manager of Events at Intercom

Megan Sheridan, Manager of Events at Intercom

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

22 November 2017


Shaun Clowes, VP of Product Management at Metromile

Shaun Clowes, VP of Product Management at Metromile

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.

16 November 2017


Wade Foster, co-founder and CEO at Zapier

Wade Foster, co-founder and CEO at Zapier

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

9 November 2017


Sujan Patel, growth marketer and co-founder of Web Profits

Sujan Patel, growth marketer and co-founder of Web Profits

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

2 November 2017


Joanna Wiebe, co-founder at Copy Hackers

Joanna Wiebe, co-founder at Copy Hackers

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

26 October 2017


Jackie Bavaro, Head of Product Management at Asana

Jackie Bavaro, Head of Product Management at Asana

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

19 October 2017


Designing human experiences - an audio essay from James Buckhouse

Designing human experiences - an audio essay from James Buckhouse

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

12 October 2017


Ryan Hoover, Founder at Product Hunt

Ryan Hoover, Founder at Product Hunt

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

5 October 2017


Krithika Muthukumar, Product Marketing at Stripe

Krithika Muthukumar, Product Marketing at Stripe

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

28 September 2017


John Barrows, sales trainer for fast-growing software companies

John Barrows, sales trainer for fast-growing software companies

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

21 September 2017


Emmet Connolly, Director of Product Design at Intercom

Emmet Connolly, Director of Product Design at Intercom

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

7 September 2017


Dom Price, Head of R&D and Work Futurist at Atlassian

Dom Price, Head of R&D and Work Futurist at Atlassian

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

31 August 2017


Casey Winters, Growth Advisor in Residence at Greylock Partners

Casey Winters, Growth Advisor in Residence at Greylock Partners

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

24 August 2017


Michael Margolis, UX Research Partner at GV

Michael Margolis, UX Research Partner at GV

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

17 August 2017


Kristina Halvorson, founder and CEO at Brain Traffic

Kristina Halvorson, founder and CEO at Brain Traffic

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.

10 August 2017


James Buckhouse, Founder at Sequoia Creative Lab

James Buckhouse, Founder at Sequoia Creative Lab

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.

27 July 2017


Karen Church, Senior Manager of Product Analytics at Intercom

Karen Church, Senior Manager of Product Analytics at Intercom

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.

20 July 2017


Jason Calacanis talks angel investing

Jason Calacanis talks angel investing

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.

13 July 2017


Jeetu Patel, SVP of Platform at Box

Jeetu Patel, SVP of Platform at Box

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.

6 July 2017


Charity Majors, co-founder at Honeycomb

Charity Majors, co-founder at Honeycomb

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.

29 June 2017


The transition from startup to scale-up, with Joe Haslam

The transition from startup to scale-up, with Joe Haslam

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.

22 June 2017


Martin Eriksson, co-founder at Mind the Product

Martin Eriksson, co-founder at Mind the Product

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.

15 June 2017


Marc Hedlund, CEO at Skyliner

Marc Hedlund, CEO at Skyliner

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.

8 June 2017


Amy Thibodeau, Content Strategy Lead at Shopify

Amy Thibodeau, Content Strategy Lead at Shopify

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.

1 June 2017


Mike Monteiro, co-founder at Mule Design

Mike Monteiro, co-founder at Mule Design

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.

25 May 2017


Rewind: Slack’s Ali Rayl on supporting millions of daily active users

Rewind: Slack’s Ali Rayl on supporting millions of daily active users

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.

18 May 2017


John Saito, UX Writer at Dropbox

John Saito, UX Writer at Dropbox

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.

11 May 2017


Kim Scott, author of Radical Candor

Kim Scott, author of Radical Candor

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.

4 May 2017


Andrew Ofstad, co-founder at Airtable

Andrew Ofstad, co-founder at Airtable

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.

27 April 2017


Des Traynor, co-founder at Intercom

Des Traynor, co-founder at Intercom

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.

20 April 2017


Golden Krishna, Design Strategist at Google

Golden Krishna, Design Strategist at Google

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.

6 April 2017


Edmond Lau, Engineer at Quip

Edmond Lau, Engineer at Quip

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.

30 March 2017


Monal Chokshi, Head of UX Research at Lyft

Monal Chokshi, Head of UX Research at Lyft

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.

23 March 2017


Scaling product management with Intercom's Colin Bentley and Brian Donohue

Scaling product management with Intercom's Colin Bentley and Brian Donohue

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.

16 March 2017


Everett Katigbak, Designer at Stripe

Everett Katigbak, Designer at Stripe

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.

9 March 2017


Scott Belsky, Venture Partner at Benchmark Capital

Scott Belsky, Venture Partner at Benchmark Capital

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.

23 February 2017


Janna Bastow, Co-Founder, Mind the Product

Janna Bastow, Co-Founder, Mind the Product

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.

16 February 2017


Jeff Gardner, Director of Customer Support at Intercom

Jeff Gardner, Director of Customer Support at Intercom

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.

9 February 2017


Bridget Harris, CEO at YouCanBook.me

Bridget Harris, CEO at YouCanBook.me

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.

2 February 2017


Lessons in product: Julie Zhuo, Jason Fried, Michael Pryor and more

Lessons in product: Julie Zhuo, Jason Fried, Michael Pryor and more

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.

26 January 2017


Tina Roth Eisenberg, Founder, Creative Mornings

Tina Roth Eisenberg, Founder, Creative Mornings

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.

19 January 2017


Lucy Allen, General Manager and Head of Bay Area at Edelman

Lucy Allen, General Manager and Head of Bay Area at Edelman

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.

12 January 2017


Talking product with Intercom's Des Traynor, Paul Adams and Emmet Connolly

Talking product with Intercom's Des Traynor, Paul Adams and Emmet Connolly

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.

5 January 2017


Maria Giudice, VP of Experience Design at Autodesk

Maria Giudice, VP of Experience Design at Autodesk

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.

15 December 2016


Daniel Burka, Design Partner at GV

Daniel Burka, Design Partner at GV

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.

8 December 2016


Hugh Durkin, Senior Product Manager at Intercom

Hugh Durkin, Senior Product Manager at Intercom

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.

1 December 2016


Aarron Walter, VP of Design Education at InVision

Aarron Walter, VP of Design Education at InVision

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.

17 November 2016


Chase Clemons, Support Pro at Basecamp

Chase Clemons, Support Pro at Basecamp

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.

10 November 2016


Lara Hogan, Engineering Director at Etsy

Lara Hogan, Engineering Director at Etsy

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.

2 November 2016


Elizabeth McGuane, Content Strategy Lead At Intercom

Elizabeth McGuane, Content Strategy Lead At Intercom

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.

27 October 2016


Jeff Vincent, Product At Wistia

Jeff Vincent, Product At Wistia

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.

20 October 2016


Jared Spool, Founder Of User Interface Engineering

Jared Spool, Founder Of User Interface Engineering

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.

13 October 2016


Elizabeth Yin, Partner at 500 Startups

Elizabeth Yin, Partner at 500 Startups

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.

6 October 2016


Ilya Fushman, General Partner at Index Ventures

Ilya Fushman, General Partner at Index Ventures

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.

29 September 2016


Samuel Hulick, Founder, UserOnboard

Samuel Hulick, Founder, UserOnboard

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.

22 September 2016


Darragh Curran, VP of Engineering at Intercom

Darragh Curran, VP of Engineering at Intercom

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.

15 September 2016


Michael Pryor, CEO at Trello

Michael Pryor, CEO at Trello

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.

1 September 2016


Val Head, Interface Animation Designer

Val Head, Interface Animation Designer

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.

25 August 2016


Hunter Walk, Partner at Homebrew

Hunter Walk, Partner at Homebrew

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.

18 August 2016


Erika Hall, Director of Strategy at Mule Design

Erika Hall, Director of Strategy at Mule Design

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.

5 August 2016


Seattle Startup Panel, Inside Intercom World Tour

Seattle Startup Panel, Inside Intercom World Tour

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.

28 July 2016


Matt Hodges, Senior Director of Marketing at Intercom

Matt Hodges, Senior Director of Marketing at Intercom

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.

20 July 2016


Toronto Startup Panel, Inside Intercom World Tour

Toronto Startup Panel, Inside Intercom World Tour

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.

12 July 2016


Jason Fried, CEO at Basecamp

Jason Fried, CEO at Basecamp

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.

1 July 2016


Boston Startup Panel, Inside Intercom World Tour

Boston Startup Panel, Inside Intercom World Tour

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.

23 June 2016


New York Startup Panel, Inside Intercom World Tour

New York Startup Panel, Inside Intercom World Tour

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.

16 June 2016


Julie Zhuo, VP of Product Design at Facebook

Julie Zhuo, VP of Product Design at Facebook

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.

9 June 2016


Paris Startup Panel, Inside Intercom World Tour

Paris Startup Panel, Inside Intercom World Tour

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.

2 June 2016


Poornima Vijayshanker, Founder At Femgineer

Poornima Vijayshanker, Founder At Femgineer

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.

25 May 2016


London Startup Panel, Inside Intercom World Tour

London Startup Panel, Inside Intercom World Tour

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.

18 May 2016


Bob Moesta, President At The Re-Wired Group

Bob Moesta, President At The Re-Wired Group

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.

12 May 2016


Andy Budd, CEO At Clearleft

Andy Budd, CEO At Clearleft

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.

28 April 2016


Sarah Hatter, Founder & CEO At CoSupport

Sarah Hatter, Founder & CEO At CoSupport

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.

14 April 2016


Tomasz Tunguz, Partner at Redpoint Ventures

Tomasz Tunguz, Partner at Redpoint Ventures

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.

28 March 2016


Riley Newman, Head Of Data Science At Airbnb

Riley Newman, Head Of Data Science At Airbnb

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.

17 March 2016


Chris Messina, Developer Experience Lead at Uber

Chris Messina, Developer Experience Lead at Uber

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.

23 February 2016


Mike Davidson, Former VP of Design At Twitter

Mike Davidson, Former VP of Design At Twitter

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.

11 February 2016


Karen McGrane, Managing Partner, Bond Art + Science

Karen McGrane, Managing Partner, Bond Art + Science

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.

28 January 2016


Paul Adams, VP of Product at Intercom

Paul Adams, VP of Product at Intercom

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.

5 January 2016


Tony Ulwick, founder of innovation consulting firm Strategyn

Tony Ulwick, founder of innovation consulting firm Strategyn

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.

8 December 2015


Ann Handley, Chief Content Marketing Officer at MarketingProfs

Ann Handley, Chief Content Marketing Officer at MarketingProfs

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.

26 November 2015


Intercom Live - Panel Discussion On Raising Capital

Intercom Live - Panel Discussion On Raising Capital

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.

11 November 2015


Intercom Live: Ethan Kurzweil, Partner at Bessemer Venture Partners

Intercom Live: Ethan Kurzweil, Partner at Bessemer Venture Partners

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.

2 November 2015


Intercom Live: Mamoon Hamid, Partner & Co-Founder at SocialCapital

Intercom Live: Mamoon Hamid, Partner & Co-Founder at SocialCapital

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.

27 October 2015


Brian Balfour, VP of Growth at HubSpot

Brian Balfour, VP of Growth at HubSpot

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.

13 October 2015


Margaret Gould Stewart, Director of Product Design at Facebook

Margaret Gould Stewart, Director of Product Design at Facebook

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.

23 September 2015


Jay Simons, President at Atlassian

Jay Simons, President at Atlassian

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.

19 August 2015


Braden Kowitz, Design Partner at Google Ventures

Braden Kowitz, Design Partner at Google Ventures

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.

7 July 2015


Peter Merholz, Senior Director of Design with Jawbone

Peter Merholz, Senior Director of Design with Jawbone

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.

17 May 2015

Skill Piper
HomeBlogAboutContactNewsletter

© 2022 Skill Piper. All rights reserved

Twitter