Inside Intercom

How did 2017 change the way we build product at Intercom? Co-founder Des Traynor chats with VP of Product Paul Adams and Director of Product Design Emmet Connolly about what each learned in the past year – including how shipping nearly 150 customer-facing product changes in a single year changed the way we work, the way our views on bots evolved after releasing our own, why we built our own design system, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Melody Koh was the very first product hire and Head of Product at Blue Apron, where she helped grow its customer base and revenue 25x in 3.5 years. Now with NextView Ventures, she joins Intercom co-founder Des Traynor to share her lessons learned on leading a team at scale, collaboration and managing a product that's both physical and digital in nature. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Somewhere between the media hype and command line interfaces, machine learning and AI do represent the opportunity to build better products. Fergal Reid, machine learning strategist at Intercom, chats with Des Traynor about what we can expect from this technology in the next few years, which realities are far away, and the considerations you must make if you choose to build in this space. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Whether you’re at a brand-new startup, or launching a fresh offering under the umbrella of a name brand, you only get one chance to make a first impression with your product. Jenna Crane, product marketing lead for Dropbox Paper, shares why alignment with the product team from day one and a laser focus on user research are key to successfully bringing a new offering to market. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 2017 the Inside Intercom World Tour visited 10 cities with 12 speakers, each sharing the toughest lessons they've learned in the six-plus years of building Intercom. Megan Sheridan, our Manager of Events, takes us behind the scenes and explains why we've invested so heavily in events as part of our marketing mix, how we measure their success, and the principles at play to get started. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Shaun Clowes, VP of Product Management at Metromile and former Head of Growth at Atlassian, believes meaningful growth is fundamentally a product-related exercise. In this episode, he explains why activation is an ongoing challenge, shares his most successful retention strategies, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Founded only six years ago in a small Midwestern college town, Zapier has built not only a workplace automation tool that connects with more than 800 apps, but also a profitable business. Co-founder and CEO Wade Foster explains how to market what appears like a technical product to non-technical users, why Zapier took a lean approach to fundraising, how and when to move your product upmarket, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Sujan Patel, founder of the growth marketing agency Web Profits, has led digital marketing strategy for Salesforce, Mint, Intuit, Expedia, LinkedIn, Zillow and more. In this chat with Intercom's Adam Risman, he breaks down when a startup is ready for growth marketing, where they should start, and how to execute those tactics in a measurable way. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As the co-founder of Copy Hackers, Joanna Wiebe is on a mission to help startups use writing as a tool to grow their business. In this chat with Intercom's Geoffrey Keating she explains the biggest mistakes she sees startups making with their email strategies, how to improve subject lines, what bottled water can teach us about tag lines, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Before Asana was a publicly available product, Jackie Bavaro was guiding the company’s product decisions behind the scenes as its first product manager. In this chat with Intercom Director of Product Management Brian Donohue, she shares the way her product team works, how they tackle scoping and prioritization, how to balance intuition with data, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

James Buckhouse, Founder of the Sequoia Creative Lab, shares this short story to inspire and remind us all that we’re never just designing pixels or features or new user flows. We’re designing complements to the human condition, and in the process, there’s a wealth of value to be found in the events happening around us on any given day. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 2013 Ryan Hoover founded Product Hunt, a community of product enthusiasts who share and discover new products every day. In this interview with Intercom's Adam Risman, Ryan talks about his journey from product management to founder, scaling a community of enthusiasts, and tips for founders to trying to stand out from the crowd. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As Stripe's first marketing hire four years ago, Krithika Muthukumar spanned anything from positioning and branding to developer campaigns, product launches to writing copy. In this interview with Intercom's Adam Risman, Krithika shares how the marketing team has evolved over the years, the importance of launching with intention, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

John Barrows is a sales trainer and consultant whose client list includes Dropbox, LinkedIn, Twilio, Salesforce, Bitly, New Relic and yes, even Intercom. In this chat with Intercom VP of Sales LB Harvey, John explains when a startup is ready for a dedicated sales team, how to better align sales and marketing, the traits that make for a promising sales hire, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Following an eight-year run at Google, where he designed Google Flights and co-founded Android Wear, Emmet Connolly joined Intercom as Director of Product Design in October 2014. In this chat with Intercom's John Collins, Emmet shares how he's evolved the way his team works as its grown, the importance of our design system in that process, how that system serves the product team as a whole, and much more.  See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.