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

This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform.

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In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the significance of leaders setting the tone for the company.

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In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.

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In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the role of AI in delivering a remarkable experience and the need for continuous improvement and measurement of customer experience.

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Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support – hinting at a future where AI-driven customer service enhances satisfaction, efficiency, and profitability for businesses of all sizes.

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Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses how to conduct the right type of research and apply it to your CX. She talks about leveraging data effectively, balancing intuition with customer knowledge, and how to make sense of customer insights.

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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail.

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Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies.

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In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders looking to boost team performance.

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This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service.

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Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.  

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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI.

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Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience.

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Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer.

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This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way.

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Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality.

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Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what “new world” support roles and career paths look like compared to “old world” ones, based on their own personal experience. 

Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU

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Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.

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In today’s episode, we’re joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates. 

We'll uncover how Fin AI Copilot works in practice – how it is enhancing efficiency, simplifying information retrieval, and transforming customer interactions.

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Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.

Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ

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This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.

In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.

You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv

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This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excellence.

Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68

📝 Blog: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman

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This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.

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Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU

📝 Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai

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Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like.

📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success

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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.

📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service

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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4

📝 Blog: https://www.intercom.com/blog/videos/simon-t-bailey-on-platinum-service-principles

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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing.

🗂️ Chapters

00:00 Introduction

01:27 Customer Expectations

06:06 AI Adoption in CS

10:08 AI is Coming for Your Jobs but Not in The Way You Think

16:05 Tech Stack: Ditching the Old Tools

20:59 Metrics: New Ways to Measure Success

Download your copy of our CS Trends Report 2024: www.inter.com/2024trends

📝 Blog: https://www.intercom.com/blog/videos/podcast-cs-trends-2024

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Z0b5OVKQeIQ

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Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product roadmaps to the importance of being your authentic self in the workplace.

Read a transcript: https://www.intercom.com/blog/podcasts/wistias-jeff-vincent-on-solving-customer-problems/

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Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

Subscribe to our sister podcast, Intercom on Product wherever you're listening to this episode.

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CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources.

Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIA

Read a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-care

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Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead.

Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk

Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video

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2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from our conversations about how AI is transforming customer service and the world of tech.

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Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.

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Take a tour of the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music to Intercom Phone.

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Where are startups better suited to challenge established players? Can they transform mature categories with an AI-first lens? How do these risks play out in horizontal and vertical markets?

Intercom Co-founder Des Traynor caught up with Christoph Janz, Partner at Point Nine Capital, to pick his brain on the implications of generative AI for SaaS companies and early-stage SaaS investors, and where those golden opportunities lie.

Watch on YouTube: https://youtu.be/9gAbPEUrz4Y?si=xoJj1BlUUT7_o1si

Transcript: https://www.intercom.com/blog/videos/angel-investor-christoph-janz-on-opportunities-in-ai

Read Christoph's "mental map" here: https://medium.com/point-nine-news/where-are-the-opportunities-for-new-startups-in-generative-ai-f48068b5f8f9

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Learn how implementing a service culture across every department of your company can pave the way for a customer-centric transformation that elevates the customer experience to new heights from Jo Causon, CEO of The Institute of Customer Service.

Read a transcript: https://www.intercom.com/blog/videos/jo-causon-customer-service

Watch a video of this episode: https://www.youtube.com/watch?v=wKvBG4YP0Nw

https://www.instituteofcustomerservice.com/

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AI is revolutionizing the customer service landscape, and with it, the traditional role of a support agent. On today's show we're joined by an industry panel of experts to answer the questions - what does that future look like for support teams? And how can you best prepare for the new opportunities and challenges to come?

Today's guests:

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

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

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Sound plays a considerable role in determining whether a customer experience is good or not. This week, in an archive episode of Inside Intercom from 2021, you’ll hear how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick.

Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here.

Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/

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In this archive episode of Intercom on Product from 2019, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode.

Transcript: https://www.intercom.com/blog/podcasts/intercom-on-product-ep07/

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On today's show we sat down with Peak Support's President and Chief Strategy Officer Hannah Steiman to chat about leadership enablement and why it’s key for support teams in high-growth companies.

Watch on YouTube: https://www.youtube.com/watch?v=qGoaHcgwSsc

Read a transcript: https://www.intercom.com/blog/videos/training-support-leaders-with-peak-support-hannah-steiman

You'll find the leadership materials that Hannah mentions in the episode here: https://blog.peaksupport.io/leadership-training-program-managers

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In this archive episode from 2021, IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.

Transcript: https://www.intercom.com/blog/podcasts/arin-bhowmick-ibm-on-ethical-ai/

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Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.

Read a full transcript here: https://www.intercom.com/blog/podcasts/customer-success-nick-mehta-gainsight/

This episode was originally published on 10/12/20

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Intercom's Director of Automated and Proactive Support Ruth O'Brien caught up with HubSpot’s Director of Customer Support for EMEA Noel O’Reilly to chat about how AI and automation are affecting customer service today and HubSpot’s AI strategy for support in the year to come.

Watch on YouTube: https://www.youtube.com/watch?v=0S-vS-QVuTU

Transcript: https://www.intercom.com/blog/videos/hubspot-noel-oreilly-ai-customer-support-strategy

We'd love to hear your thoughts on the podcast and what you'd like to hear more of on it. E-mail us: [email protected]

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Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service.

Watch this episode: https://www.youtube.com/watch?v=6sjF8PNTyPQ

Read a transcript: https://www.intercom.com/blog/videos/leonard-berry-customer-service-excellence

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In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents. 

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In this episode, Intercom’s VP of Product Design Emmet Connolly catches up with Elizabeth McGuane, UX Director at Shopify, to talk about her love of words, incorporating semantic concepts into the design process, and the importance of building a shared language.

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In this episode, our Senior Director of Machine Learning, Fergal Reid, joins Emmet Connolly, our VP of Product Design, to take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation.

Watch on YouTube: https://www.youtube.com/watch?v=KYBQzO2u1Xs

Read a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintelligent-ai

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In this episode we chat with AI guru Andrew Louder about selecting and implementing the right AI tools for your business.

Watch on YouTube: https://youtu.be/YSf2O0EEZBg

Transcript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louder

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We're joined by Behnam Tabrizi - author of 'Going on Offense: A Leader’s Playbook for Perpetual Innovation'. Behnam shares insights on how to create a culture of perpetual innovation that will allow organizations to adapt to new environments and seize new markets.

Watch on YouTube: https://www.youtube.com/watch?v=k2lQn6DEU5s

Transcript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innovative-companies

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We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward.

Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNE

Read a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/

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In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish.

Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8Lk

Transcript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/

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Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale.

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In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots.

Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/

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We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI.

Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/

You can find more info on Kavita here: https://kavita-ganesan.com/

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Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript.

Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/

Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4

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When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot.

Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-chatbot/

Meet Fin: https://www.intercom.com/fin

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In our latest report n - The State of AI in Customer Service 2023, we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to win a competitive edge. And that’s why today, we’ve invited three people to join us on the podcast to share some insights on navigating this new AI landscape and successfully integrating it into your own support strategy:

• Samuel Miller, Customer Support Operations at Dental Intelligence
• Ruth O'Brien, Director of Customer Support at Intercom
• John O'Hara, Director of Customer Experience at Logikcull

They’ll talk about the current state of AI and automation in customer service, real-world examples of successful adoption, and strategies for reaping its benefits and overcoming challenges.

Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/adapting-to-the-ai-revolution-in-cs-discussing-our-2023-ai-report/

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In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful".

Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9w

Transcript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/

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In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech.

Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhg

Read a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/

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Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success.

Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to:

• Prepare your support teams to work seamlessly with AI and automation
• Set customer expectations for interacting with AI
• Optimize your knowledge base for AI bots like Fin
• Ensure proper security and compliance

Transcript: https://www.intercom.com/blog/podcasts/preparing-your-cs-team-for-the-age-of-ai-hear-the-latest-thoughts-from-leaders-in-the-space/

Learn more about Fin: https://www.intercom.com/fin

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Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future.

Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ

Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/

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Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI.

Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/

You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSY

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In today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond, one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%.

Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/

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On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty.

Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFs

Transcript: https://www.intercom.com/blog/videos/take-your-customers-experiences-from-meh-to-unforgettable-advice-from-cx-consultant-micah-solomon/

Follow the people:

https://twitter.com/micahsolomon

https://twitter.com/Liam_Geraghty

You'll find contact info for Micah on www.micahsolomon.com

The story behind the chirp: Intercom’s notification sound: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/

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CX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more.

Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4

Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-insights-cx-executive-marbue-brown/

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In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs.

Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience.

Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxs

Read a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actionable-advice-from-cx-expert-jim-tincher/

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In today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics, to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line.

Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkg

Read a transcript of this episode here: https://www.intercom.com/blog/videos/behavioral-economics-expert-melina-palmer-on-unlocking-the-science-of-consumer-behavior/

If you’d like to get a free chapter from both of Melina’s books just go to www.thebrainybusiness.com/intercom 

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To get a better sense of the unique challenges and opportunities that fintech companies face in CX and CS, we’ve reached out to a few Intercom customers who’ve been working tirelessly to create customer experiences that take the industry to another level.

In today’s episode, you’ll hear from:

Bart Bordallo, Co-Founder and CEO at Zignaly

Ben Singer, Customer Support Lead and Payment Operations Lead at Mettle

Stuart Sykes, Vice President of Service Operations at Zilch

You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/the-great-differentiator-how-fintech-companies-are-prioritizing-great-customer-service/

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Last week we decided to host a webinar to answer all your burning questions about Fin - our new ChatGPT-powered bot: Does it really work? Will it replace customer service reps? And how should support teams prepare to incorporate this new technology?

On today's show you'll be hearing the answers to those questions by Des Traynor, Intercom Co-founder and Chief Strategy Officer, Fergal Reid, Director of Machine Learning and Emmet Connolly, VP of Product Design.

If you'd like to watch the full webinar complete with live demo and Q&A, you'll find that here: https://www.youtube.com/watch?v=c86pJWtU7r4&t=2075s

Today's episode is hosted by Catherine Brodigan, Senior Manager of Global Partnerships.

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In today’s episode, we caught up with CX expert and author Jon Picoult to discuss the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty.

You can also watch this episode on YouTube here: https://www.youtube.com/watch?v=NATALdpXwdQ

Or read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/

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The world of AI is moving fast, and here at Intercom, we're helping set that pace. Today, we're delighted to introduce Fin, our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology and fine-tuned for customer support.

In today's episode of the podcast, Intercom Co-founder and CSO Des Traynor and our Director of Machine Learning, Fergal Reid, sit down to discuss our new AI chatbot, how we built it, what it does, and what the next steps look like for this remarkable breakthrough.

Learn more about Fin, Intercom's new AI chatbot, here: https://www.intercom.com/blog/videos/meet-intercoms-new-ai-chatbot/

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To dig a little deeper into the business use cases of GPT we're joined by Ethan Kurzweil, Intercom board member and Partner at Bessemer Venture Partners, Fergal Reid, our own Director of Machine Learning, Krystal Hu, VC and Startups Reporter at Reuters and Talia Goldberg, Partner at Bessemer Venture Partners.

They ask is this wave of innovation any different from past waves? Will it transform the way we work and the way businesses interact with customers and prospects? Can it spark a new generation of startups?

Transcript: https://www.intercom.com/blog/videos/the-gpt-effect-a-new-era-of-customer-service/

Watch a video of this podcast: https://youtu.be/tB4yeblrSMA

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In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us.

Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/

Watch the video: https://youtu.be/XgV4A-iStO4

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This week we sat down to have a conversation with OpenAI's ChatGPT – our first-ever synthetic guest. ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating.

And no offence to all our amazing human guests over the years, but we were very excited to find out what this particular interviewee had to say for itself. From its famous hallucinations to what it talks about when out in a bar with some of its fictional AI pals like HAL 9000, ChatGPT was (mostly) happy to discuss it all.

Transcript: https://www.intercom.com/blog/videos/intercom-interviews-chatgpt/

For the purposes of this podcast we gave ChatGPT a bit of presentational assistance – bringing its answers to life with the help of Murf's audio generation. But the answers, insights and sentiments are all ChatGPT's.

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Retail industry expert Joel Bines joins us on the show to talk about his book The Metail Economy: Six Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution. We chat about the 'me-centric' revolution and what that means for retail.

Transcript:

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In today’s episode, Intercom's Emmet Connolly, VP of Product Design, Molly Mahar, Staff Product Designer in the Machine Learning team and Gustavs Cirulis, Senior Principal Product Designer sit down for a conversation about large language models (LLMs) like ChatGPT, and how they will shape the role of a product designer in the years to come.

Transcript: https://www.intercom.com/blog/podcasts/product-design-ai-chatgpt/

Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/

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In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things ChatGPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces.

Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/

Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUU

Read a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/

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In today’s episode, Intercom Co-Founder Des Traynor and Director of Machine Learning Fergal Reid return for round two on ChatGPT – this time to share what we’ve learned in the past weeks of our experiment in harnessing the AI revolution in customer service, where we’re going next, and how it has changed our perception of what’s possible in this space.

Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/

Read a transcript of this episode here: https://www.intercom.com/blog/podcasts/ai-intercom-inbox/

Watch a video of this episode here: https://www.youtube.com/watch?v=ARHR1ZSmxuU&t=3s

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As soon as a customer buys your solution, the bulk of the customer journey will be inside the product. Are you taking full advantage of it? On this episode we're joined by Gainsight PX CTO and founder Mickey Alon discusses how companies can put products at the forefront of their growth strategy.

Transcript: https://www.intercom.com/blog/podcasts/gainsight-px-founder-mickey-alon-on-product-growth/

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From schools adapting to remote learning to music apps sparking creativity, in today’s episode, we'll hear from Intercom's customers at the forefront of edtech about the latest trends and developments. Grab a pen and notebook, or a tablet and stylus, and join us as we take a peek into their world and what the future of education looks like.

Today's guests:

• Tristram Hewitt, Head of Operations at Outschool
• Liran Biderman, Head of Customer Experience at Simply
• Kris Jagasia, Co-founder and CEO of Off2Class
• Chris Hull, Co-founder and President of Otus

Read a transcript of this episode here.

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This week we’re catching up with co-founder and CPO of MadKudu Francis Brero. Just last July, he gathered a group of over 50 growth and marketing leaders to discuss how to leverage product data to scale revenue engines. We dive into his findings with him and talk about the four key ways to scale and monetize product-led growth.

Transcript: https://www.intercom.com/blog/podcasts/madkudus-co-founder-francis-brero-on-unlocking-the-keys-of-product-led-growth/

Listen to Francis' last appearance on the podcast where he spoke about AI can boost your conversational support: https://www.intercom.com/blog/podcasts/madkudus-francis-brero-on-how-ai-can-boost-your-conversational-support/

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We caught up with Amazon’s first Worldwide Vice-President of Customer Service and author Bill Price to talk about frictionless customer experiences and the organizations that stand out from the crowd – for the best and the worst reasons.

Transcript: https://www.intercom.com/blog/podcasts/cx-expert-bill-price-on-creating-frictionless-experiences/

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Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences.

And so, before we ring out the old and ring in the new, we’ve put together our favorite stories and conversations, insights, and reflections from 2022 in a special end-of-year episode.

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We sit down with The Twenty Minute VC host and venture capitalist Harry Stebbings to chat about getting started on a new project, creating content, and the current landscape of venture capital.

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This week OpenAI released ChatGPT, its prototype AI chatbot. On this episode of Intercom on Product, Intercom Co-Founder and Chief Strategy Officer Des Traynor sits down to chat with our Director of Machine Learning, Fergal Reid for reaction and analysis on the implications of ChatGPT and what the future holds.

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We continue our ongoing series on the product principles that shape what we build and how we build it. On this episode we're joined by Intercom Product Designer, Eugenia Ortiz who explains why designers should take ownership of what they ship and Director of Product Management Stephen Forbes talking about how spending a large chunk of time prioritizing and defining a problem before moving on to building a solution ensures that it properly reflects and addresses customers’ needs.

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Earlier this year ProfitWell founder Patrick Campbell sold his company to SaaS payments platform Paddle for $200M. On today's show Patrick sits down to chat about the good, the bad and the ugly of selling your company, applying first principles to subscription growth, and creating content for your audience, not search engines.

You'll find a full transcript here: https://www.intercom.com/blog/podcasts/profitwell-founder-patrick-campbell-on-life-after-acquisition/

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We're joined by Chili Piper’s Co-Founder Alina Vandenberghe for a conversation about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first.

You can read a full transcript here: https://www.intercom.com/blog/podcasts/chili-piper-alina-vandenberghe-bootstrapping-to-success/

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With innovation units, there’s no need for the traditional rules and regulations that typically bound a more established organization. No need to get saddled with historical tech debt or antiquated third-party tools. Progress gets measured by learnings – not growth, revenue, or retention –, so you get to try new ideas, take bigger risks, move fast and break things. And that’s what we’re exploring on this episode. While foolproof strategies to newer, disruptive threats are still unknown, creating innovation-driven divisions within a company may just help you solve the Innovator’s Dilemma.

You’ll hear from:

Sherif Mansour, Product Manager at Atlassian

Neil Caron, VP of Product at Gartner

Jeff Loomans, Senior IT Manager at Vermeer Corporation

Beth McEntee, Intercom Senior Editor

Read a full transcript of this episode here: https://www.intercom.com/blog/podcasts/solving-the-innovators-dilemma-how-successful-companies-are-embracing-innovation-units/

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In today’s episode, we sat down with Surfboard founder Natasha Ratanshi-Stein to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience.

You'll find a full transcript on our blog: https://www.intercom.com/blog/podcasts/surfboard-founder-natasha-ratanshi-stein-planning-software-for-support/

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In today’s episode we're joined by Alex Delivet, founder of document management platform Collect, for a chat about his love for SaaS, the challenges of starting a business, and the future of data collection.

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Intercom co-founder Des Traynor talks to Tony Ulwick, the inventor of outcome-driven innovation and a decades-long champion of jobs-to-be-done as a method for product design.

Read a full transcript here: https://www.intercom.com/blog/podcasts/podcast-tony-ulwick-on-jobs-to-be-done/

This episode was originally published on 12/10/15

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The best way to engage with your customers is by delivering the right message, to the right person, at the right time. On today's episode, meet the five new product innovations that will help you achieve that as Chief Product Officer Paul Adams reveals our latest, next-generation product innovations and discusses why in-product messaging is key to thrive in today’s economy.

Watch the video here: https://www.youtube.com/watch?v=B0i2piQcV_o

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We sat down with management coach Lara Hogan to chat about leading and supporting a team – from learning mentoring and coaching skills to mastering the delicate art of feedback. 

Read a transcript of the episode here: https://www.intercom.com/blog/podcasts/management-coach-lara-hogan-on-leadership/

Listen to Lara's previous conversation on Inside Intercom when she joined us to talk about public speaking: https://www.intercom.com/blog/podcasts/etsy-engineering-director-lara-hogan-on-public-speaking/

Lara's site: https://larahogan.me/

Wherewithall courses: https://courses.wherewithall.com/

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This week on the podcast, members of our Engineering and Product Design teams discuss the principles that help us shape the solution and build in small steps. Group Engineering Manager, Levent Ali, explains how engineers should be taking ownership of the solution and Principle Product Engineer, Aidan Lynch, talks about how delivering changes in a series of small, easy-to-understand steps speeds up product development and delivers value to customers more quickly.

You can read transcripts of today's discussions here:

Shaping the solution: https://www.intercom.com/blog/intercom-product-principles-shape-the-solution/

Building in small steps: https://www.intercom.com/blog/intercom-product-principles-build-in-small-steps/

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Geocodio Co-Founder and author of Deploy Empathy: A practical guide to interviewing customers Michele Hansen joins us to talk about all things customer interviews – how, when and who to interview; what to do with the results; and specific tactics to get the most out of it.

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Emojis. We use them to add richness to online conversations, emphasize a point, and even create a sense of rapport with customers. On today's episode we're joined by Keith Broni, Editor in Chief at Emojipedia, Leslie O'Flahavan, writing trainer and coach and E-WRITE founder, Tomoko Yokoi, researcher and advisor in digital transformations at the IMD Business School in Switzerland and Karen Church, Intercom VP of Research & Data Science where together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers.

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

In today’s episode 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.

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.

In this disinformation age, troll farms, fake news, and hate speech run amok – and the truth is harder and harder to spot. Can content moderation help us protect online communities from its consequences? This week we're joined by Kinzen’s CEO Mark Little to talk about the evolution of journalism, the rise of misinformation, and what we can do to protect online communities from harmful content.

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Today's guest is Sarah Dayan - a staff engineer at Algolia, a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API. Intercom Principle Engineer Brian Scanlan sat down to chat with Sarah about the many nuances, proficiencies, and expectations of a staff plus engineer role.

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

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.

This week on the show, listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly. Intercom Staff Product Engineer Waheed El Miladi and Principle Product Designer Gustavs Cirulis join us to discuss how technical conservatism helps Intercom scale faster and how focusing on connected, modular systems help us address the right questions right away, increasing efficiency and reducing costs.

You can read about these principles complete with diagrams here:

https://www.intercom.com/blog/intercom-product-principles-be-technically-conservative/

https://www.intercom.com/blog/intercoms-product-principles-connected-modular-systems/

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In today’s episode, we sat down with Intercom VP EMEA of Sales Sanj Bhayro to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers.

We're hiring: https://www.intercom.com/careers

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

This month, we have passed the three million download mark for the podcast, and to celebrate this milestone, we've dived into the archive to bring you highlights from three of our most popular episodes:

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

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In today’s episode, Intercom Chief Revenue Officer Leandra Fishman sat down to chat with Stripe's Head of Strategic Accounts for the Americas James Dyett - about the how of sales, building long-term partnerships through a customer-centric approach, and, speaking of partnerships, the launch of Intercom’s integration in the new Stripe App Marketplace, furthering our shared commitment to offer personalized, in-context support.

Find out more about our Stripe integration here: https://www.intercom.com/blog/announcing-stripes-new-intercom-integration/

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

For years, accessibility has hardly been a priority in the tech industry. But companies are finally starting to realize that designing services for all is a move where everyone wins. In today’s episode, we chat with Stark's CEO Cat Noone about building accessible products and the importance of software that doesn’t exclude by design.

You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/starks-ceo-cat-noone-on-designing-accessible-products/

You can listen to our own story of accessibility with the Intercom Messenger Notification sound here: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/

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We sat down to talk to forms specialist Caroline Jarrett about her seven-step process for designing, running and reporting considerate surveys that get results and don’t bombard customers all the time.

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The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate.

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

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.

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.

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss.

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In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams.

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This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries.

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

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.

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

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.

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.

The invention of the telephone revolutionized the way businesses interacted with their customers. With Intercom Switch, we want to take it even further. And so, to celebrate our new product, we thought we’d take you on a quick tour into the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music; from the dawn of call centers to personalized support at scale.

Learn more about Switch here: https://www.intercom.com/switch

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In this archive episode, Hana Abaza, Director of Global Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, and much more.

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

This week we're 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.

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.

The future of internet business is ongoing customer engagement. In this episode, we bring highlights from our first-ever global virtual launch event - New at Intercom, and reveal the game-changing products that will transform your business.

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There’s more to being a product evangelist than just advocating for a product. Amplitude Product Evangelist John Cutler believes focusing on the work culture and systems surrounding the R&D org is just as important and he joins us on todays episode to chat with Intercom Product Manager Mathew Cropper.

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It’s been over a century since the female suffrage movement and the struggle for equal pay and better working conditions sparked the wave that would lead us here. Today, we celebrate women everywhere.

In this special Inside Intercom episode, we invited people from all over the company to send us a voice note about an inspiring woman who broke the bias. And to celebrate International Women's Day, we wanted to share some of those messages with you.

You might also enjoy our past episode that asks how do we feel about being called ‘women in tech’?

You can listen to that episode here: https://www.intercom.com/blog/podcasts/women-in-tech/

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User onboarding is not a quick product tour or welcome email. It starts before the users sign up, and it doesn't quite end after they convert. So, what is it, and more importantly, how do you get it right? Growth marketing expert Ramli John joins us to discuss.

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In our recently published Customer Support Trends Report for 2022 a significant 64% of support leaders say their team have felt “burned out” in the past 12 months. Companies that focus on their wellbeing will be the ones to thrive. That's why this week on Inside Intercom we spoke to wellbeing coach Marilyn Suttle about wellbeing practices in and outside the workplace and how to restore good feelings after dealing with stressful situations.

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We know “mojo” is not your typical marketing jargon, and it’s not often thrown around in a business setting, but that’s exactly what today’s guest Velocity Co-founder Doug Kessler says we’re missing. We sat down with Doug to chat about embracing the mojo and creating a brand strategy that connects with the audience and stands out from the crowd.

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We’ve brought together customer support experts for a discussion on the trends transforming support and their plan to tackle them.

Joining us are Adrian Swinscoe, CX advisor, author, and speaker, Ruth O'Brien, Senior Manager of Customer Support at Intercom and Shawn Carter, Customer Care Team lead at Aircall.

Read The Intercom Customer Support Trends Report 2022 here: https://www.intercom.com/blog/customer-support-trends-report-2022/

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This week, we had the pleasure of chatting with CX and marketing expert Jay Baer about engaging with your customers, the wonders of worth-of-mouth marketing, and how to create stories that turn your customers into your own marketing department.

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

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.

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops.

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The future of data analysis isn’t an architecture diagram or business leaders looking at dashboards – it’s building an experience, and a very exciting one at that. This week on Inside Intercom, we had the pleasure of chatting with Benn Stancil, Chief Analytics Officer and Founder of Mode, about the modern data stack and how data can – and more importantly, should – be used to drive growth.

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

As more and more data gets stored in the cloud, proving that you can protect your customers’ data is not just a nice-to-have – it’s essential. In this episode we sit down to talk with aerospace engineer turned entrepreneur - Adam Markowitz, CEO of Drata. We talk about the SOC 2 framework, how to create a culture of security from scratch and how automation is key to turning a headache into a smooth operation.

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

We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring:

Karen Peacock, Intercom CEO

Hubert Palan, founder and CEO of Productboard

Amanda Renteria, CEO for Code for America

Zanade Mann, founder of Black Women's Business Collective

Janeen Uzzell, COO for Wikimedia Foundation

Farhan Virji, Vice President of Customer Happiness at Later

Will Larson, CTO of Calm

Maggie Hott, Director of Sales at Webflow

Des Traynor, Co-founder and CTO of Intercom

Paul Adams, SVP of Product at Intercom

Thank you all for listening over this past year – we hope you enjoy this episode and we'll see you in 2022. 

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Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss.

You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/

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

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.

We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen. 

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Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show.

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From considering the channel and brand voice to matching the situation and the tone of the customers, can you ever really nail down the perfect message in customer service? This weeks guest - writing coach Leslie O'Flahavan - says you can and on this episode she explains how.

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

Samuel Hulick joins us to discuss their new product design framework — they call it Value Paths — for healthy, sustainable growth.

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As your business grows, it’s only natural your brand grows with it. We chat with Scott Smith, Kira Bundlie, Kyle Benson, and Kristen Raymaker about Intercom’s branding and our recent brand refresh project.

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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.

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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.

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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.

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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.

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Can digital platforms be the key to finally providing mental health services to children? Rebecca Egger believes so, and joins us to discuss how her company, Little Otter, is helping children access help when they need it.

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

Customer service expert Shep Hyken joins us to discuss his new book on how to design and create an experience that gets customers to return, again and again.

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

We hear it all the time: companies pitching themselves as the Uber of this and the Amazon of that. But rather than going after someone else’s domain, shouldn’t you create your own? Category design author Kevin Maney explains.

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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.

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As product-first businesses evolve, so do their product marketing needs. But is there a right way to set up your org for success? In this episode, our very own PMMs Ali Biggs, Jasmine Jaume, and Christine Sotelo-Dag tell us all about product marketing and how we do it here at Intercom.

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

From an epiphany in a small Dublin coffee shop to a company of 700 people across five offices all over the world – CEO Karen Peacock, Co-founders Des Traynor and Ciaran Lee tell the story of how we got here.

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

In this episode, Bobby Stapleton, our own Director of Customer Support, sat down with Dialpad's Dan O'Connell to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one.

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

On this episode from the archives, email marketing strategist Val Geisler walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase.

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

With the onset of the COVID-19 pandemic, a lot of companies stopped in their tracks and had to rethink everything. Others, however, hit the gas pedal. What exactly do you do when you’re in the process of scaling fast and a pandemic strikes? In this episode, Mark Rudden – Director of EMEA Sales at BrowserStack – answers that question.

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

In this episode from the archives, Kayti Sullivan chats to Intercom's Kaitlin Pettersen about how companies need to create a customer success organization to grow customer relationships and revenue.

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

IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI.

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

In this archive episode, Matt Rogers of Twilio and formerly Google discusses the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market.

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

In this episode, the Coda CEO and co-founder discusses his experience at Microsoft and YouTube, how SaaS has changed the rules, the rise of the "maker generation", and his vision for the future of docs.

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

For the second Pride in a row, we're not able to take part in parades or march for equality. But in a year where everyone is asked to stay in, we share stories celebrating being out.

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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.

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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. 

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In this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. Going forward, what exactly should your strategy look like, and where should you invest your resources?

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

Author and consultant Jeff Gothelf joins us for a wide-ranging discussion on everything from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.

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As our podcast producer Dee Reddy hangs up her headphones, we take a look back at some of her favorite episodes.

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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.

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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.

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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.

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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.

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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.

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Cliniko founder Joel Friedlaender chats to Intercom's Dee Reddy about remote first working, how COVID-19 has accelerated change in health-tech and why robust data compliance practices are more important than ever.

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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.

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CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.

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In our third instalment of Built For You, our cross-functional panel discuss conversation topics and custom reports.

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

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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.

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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.

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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.

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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?

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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.

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In the tech world, we’ve seen time and time again how customer experience can make or break a business. But when it comes to the government, is there such a thing as the citizen experience? Intercom's Sarah Tran chats to Code for America CEO Amanda Renteria.

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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.

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

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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.

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

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We're revisiting some of our best podcast from across the year. Today, let's look back at our allyship panel hosted by CEO Karen Peacock.

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In 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.

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Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. Intercom's Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.

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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.

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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.

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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.

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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.

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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.

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Karen Peacock and Des Traynor share their thoughts on Intercom throughout the years, and what the future might hold.

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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. 

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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.

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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.

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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.

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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.

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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.

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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.

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This week’s show is a very special panel episode where we’re hearing how conversations with our customers have shaped our product.

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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.

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In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales.

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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.

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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.

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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. 

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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.

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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.

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In our latest fortnightly Scale episode, we hear how Shopify Plus are turning enterprise commerce on its head. With Loren Padelford (GM at Shopify Plus) and John Collins (Content Director at Intercom).

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Intercom's Alexa Collins chats to G2's VP of SEO and Content about the evolution of SEO as a distinct discipline, the changes he's seen along the way and what the future holds.

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Scale returns as a permanent fixture with our conversation with Pam Dodrill, Vice President of Customer Support and Success at Zapier. In her interview with Intercom’s Courtney Chuang, we hear how Zapier supports 3 million users by investing in customer outcomes, how customer service has evolved and what Pam’s advice is for empowering a remote support team.

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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. 

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