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-QVuTUTranscript: https://www.intercom.com/blog/videos/hubspot-noel-oreilly-ai-customer-support-strategyWe'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] Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=6sjF8PNTyPQRead a transcript: https://www.intercom.com/blog/videos/leonard-berry-customer-service-excellenceSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, 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. 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, 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.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, 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=KYBQzO2u1XsRead a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintelligent-aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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/YSf2O0EEZBgTranscript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louderSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=k2lQn6DEU5sTranscript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innovative-companiesSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward.Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNERead a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode, 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=QqZKIBUW8LkTranscript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

In today’s episode, we’re 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/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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-Og4See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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 IntelligenceRuth O'Brien, Director of Customer Support at IntercomJohn O'Hara, Director of Customer Experience at LogikcullThey’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/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, 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=_wiPKiD7q9wTranscript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/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, 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=G8W6YqDsjhgRead a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 automationSet customer expectations for interacting with AIOptimize your knowledge base for AI bots like FinEnsure proper security and complianceTranscript: 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/finSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor, Co-founder and Chief Strategy Officer at Intercom 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=i0iTFjenUbQTranscript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI.Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSYSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we 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/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=W3qNPF2NkFsTranscript: 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/micahsolomonhttps://twitter.com/Liam_GeraghtyYou'll find contact info for Micah on www.micahsolomon.comThe story behind the chirp: Intercom’s notification sound: https://www.intercom.com/blog/podcasts/intercoms-notification-sound/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=-SDIE9lOjU4Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-insights-cx-executive-marbue-brown/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs.Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience.Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxsRead a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-programs-actionable-advice-from-cx-expert-jim-tincher/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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=A97KQBPBvkgRead 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 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 ZignalyBen Singer, Customer Support Lead and Payment Operations Lead at MettleStuart Sykes, Vice President of Service Operations at ZilchYou'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/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Last week we 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=2075sToday's episode is hosted by Catherine Brodigan, Senior Manager of Global Partnerships.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we 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=NATALdpXwdQOr read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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/tB4yeblrSMASee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, 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-iStO4See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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: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 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/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 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=-hBhLoBeQUURead a transcript here: https://www.intercom.com/blog/podcasts/intercom-on-product-ai-chatgpt-customer-service/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 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=3sSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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 OutschoolLiran Biderman, Head of Customer Experience at SimplyKris Jagasia, Co-founder and CEO of Off2ClassChris Hull, Co-founder and President of OtusRead a transcript of this episode here.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 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/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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

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

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

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

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

Earlier this year ProfitWell founder Patrick Campbell sold his company to SaaS payments platform Paddle for $200M. On today's show Patrick sits down to chat about the good, the bad and the ugly of selling your company, applying first principles to subscription growth, and creating content for your audience, not search engines.You'll find a full transcript here: https://www.intercom.com/blog/podcasts/profitwell-founder-patrick-campbell-on-life-after-acquisition/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We're joined by Chili Piper’s Co-Founder Alina Vandenberghe for a conversation about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first.You can read a full transcript here: https://www.intercom.com/blog/podcasts/chili-piper-alina-vandenberghe-bootstrapping-to-success/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 AtlassianNeil Caron, VP of Product at GartnerJeff Loomans, Senior IT Manager at Vermeer CorporationBeth McEntee, Intercom Senior EditorRead a full transcript of this episode here: https://www.intercom.com/blog/podcasts/solving-the-innovators-dilemma-how-successful-companies-are-embracing-innovation-units/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In today’s episode, we sat down with Surfboard founder Natasha Ratanshi-Stein to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience.You'll find a full transcript on our blog: https://www.intercom.com/blog/podcasts/surfboard-founder-natasha-ratanshi-stein-planning-software-for-support/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.