Intercom on Product

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Join Intercom co-founder Des Traynor and Intercom Chief Product Officer Paul Adams as they discuss their latest thoughts on how to build successful product at scale.

  • 20 minutes 8 seconds
    Off Script: Imagining the next era of customer service

    Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise—this is just the beginning. The race to build and ship the future is on.


    Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk


    Follow the people:

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

    https://x.com/eoghan


    Follow Intercom:

    Twitter: https://x.com/intercom

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


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


    www.intercom.com


    #customerservice #Customersupport #aiinsights


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

    1 November 2024, 5:53 pm
  • 25 minutes 40 seconds
    This is Getting Real with Des Traynor

    The open questions raised by the rise of generative AI are now gradually getting answers. Intercom’s Co-founder and Chief Strategy Officer Des Traynor walks us through how AI went from just about possible to seemingly inevitable over the course of two years. People speculate that AI will be as big as the internet or cloud or mobile, but as Des puts it, perhaps we should be thinking of this moment as a modern version of the dawn of electricity.


    Watch this episode here: https://events.intercom.com/on-demand/509d896b-f6c6-4139-975d-d55c689a2ff8/?referrer_page=de35aee1-a86c-48bb-8967-f5620d766eab

    To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/


    Newsletters:

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


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

    https://inter.com/productpodcast


    Say hi on 👋

    X: https://twitter.com/intercom

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

    www.intercom.com

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

    23 October 2024, 10:17 pm
  • 56 minutes 38 seconds
    Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC

    In this episode of Intercom on Product, we talk with Enzo Avigo, co-founder and CEO of June, a next-generation analytics platform dedicated to B2B SaaS. He shares his key learnings from his entrepreneurial journey so far, including the importance of product-market fit (PMF), the real value of getting into Y Combinator, and the growing significance of founder-led marketing. Leading the conversation is Mark Iafrate, GTM Lead, Webinars & Partner Marketing, Intercom.


    Watch this episode on YouTube: https://www.youtube.com/watch?v=qha95Ig4gWw


    😁 Follow the people:

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

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


    Newsletters:

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


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

    https://inter.com/productpodcast


    Say hi on 👋

    Twitter: https://twitter.com/intercom

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


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

    www.intercom.com

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

    29 August 2024, 2:13 pm
  • 24 minutes 55 seconds
    Off Script: Designing with AI

    Emmet Connolly, our long time VP of Product Design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think about the roadmaps of our products. This is us very much sharing what we’re learning at scale as we pivot in the hopes it will be valuable to you too as you start to do the same.


    Watch this episode on YouTube: https://www.youtube.com/watch?v=I8hMPj3AD34


    Follow the people:

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

    https://x.com/eoghan

    https://x.com/thoughtwax


    Follow Intercom:

    Twitter: https://x.com/intercom

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


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

    https://www.intercom.com/Copilot


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

    https://intercomonproduct.substack.com/


    www.intercom.com


    #customerservice #Customersupport #aiinsights

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

    11 July 2024, 3:20 pm
  • 26 minutes 57 seconds
    Off Script: Reinventing customer service with AI

    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.  


    You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y


    Follow the people:

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

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


    Say hi 👋

    Twitter: https://twitter.com/intercom

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


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

    https://intercomonproduct.substack.com/


    www.intercom.com

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

    21 June 2024, 5:00 pm
  • 27 minutes 16 seconds
    Making the jump from B2C to B2B product management

    Intercom Product Manager Bethany Clark sits down to discuss B2B vs B2C product management with Bob Wallis, our Senior Product Marketing Manager. Having recently transitioned into B2B product management after several years in the B2C space, Bethany draws from first-hand experience and offers insightful perspectives on the key differences and commonalities between the two domains.


    Watch this episode on YouTube: https://www.youtube.com/watch?v=UW2145l_7pM


    📝 Read Bethany Clark's blog post: https://www.intercom.com/blog/b2b-vs-b2c-product-management/


    😁 Follow the people:

    https://www.linkedin.com/in/bethany-clark-137720bb

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


    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

    🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

    💻 RSS Feed https://rss.art19.com/intercom-on-product


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

    https://intercomonproduct.substack.com/


    Say hi on 👋

    Twitter: https://twitter.com/intercom

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


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


    🏠 www.intercom.com

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

    30 May 2024, 5:02 pm
  • 1 minute 16 seconds
    Off Script EP2 Teaser: Into the future with AI-first Customer Service

    In episode 2 of Off Script, 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.


    Watch the full episode now YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm

    Listen on The Ticket on Spotify: https://open.spotify.com/episode/2V1DOmQDIN47dp0q0JOUei

    Listen on The Ticket on Apple Podcasts: https://podcasts.apple.com/us/podcast/off-script-into-the-future-with-ai-first-customer-service/id996103731?i=1000655072876


    Follow the people:

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

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


    Say hi 👋

    Twitter: https://twitter.com/intercom

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


    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

    🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

    💻 RSS Feed https://rss.art19.com/intercom-on-product


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


    🏠 www.intercom.com


    #customersupport #customerservice #intercom

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

    10 May 2024, 2:40 pm
  • 26 minutes 53 seconds
    Introducing Off Script: Des Traynor on the AI revolution

    This week on Intercom On Product 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


    Follow the people:

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

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


    Say hi 👋

    Twitter: https://twitter.com/intercom

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


    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

    🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

    💻 RSS Feed https://rss.art19.com/intercom-on-product


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


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


    🏠 www.intercom.com


    #customersupport #customerservice #intercom #product #productdesign

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

    4 April 2024, 3:06 pm
  • 40 minutes 51 seconds
    The evolution of product management in the age of AI

    Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era.


    Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4


    📝 Read Julia Godinho's blog post: https://www.intercom.com/blog/five-key-takeaways-about-ai-product-management/


    😁 Follow the people:

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

    https://www.linkedin.com/in/brian-d-2450192/


    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

    🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

    💻 RSS Feed https://rss.art19.com/intercom-on-product


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

    https://intercomonproduct.substack.com/


    Say hi on 👋

    Twitter: https://twitter.com/intercom

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


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


    🏠 www.intercom.com


    #customersupport #customerservice #intercom #product #productdesign

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

    14 March 2024, 2:35 pm
  • 26 minutes 24 seconds
    How to design standout products in an AI world

    Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'.


    📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/


    🎦 Watch this episode on YouTube: https://www.youtube.com/watch?v=rc1WGS8QNeI


    😁 Follow the people:

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

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


    Follow our podcast:

    🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

    🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

    🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

    💻 RSS Feed https://rss.art19.com/intercom-on-product


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

    https://intercomonproduct.substack.com/


    Say hi on 👋

    Twitter: https://twitter.com/intercom

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


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


    🏠 www.intercom.com


    #customersupport #customerservice #intercom #product #productdesign

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

    8 February 2024, 2:37 pm
  • 55 minutes 51 seconds
    Intercom on Product: Riding the AI wave in 2024

    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://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11

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

    Say hi on 👋

    Twitter: https://twitter.com/intercom

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


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


    www.intercom.com

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

    18 January 2024, 5:32 pm
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