The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
432 episodes - English - Latest episode: 15 days ago - ★★★★★ - 74 ratingsOn The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.
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Episodes
Val Head, Interface Animation Designer
August 25, 2016 15:55 - 29 minutes - 27.2 MBIntercom Director of Product Design Emmet Connolly chats with web and UI animation specialist Val Head. Val discusses designing animation for web vs mobile, the importance of establishing motion guidelines for your brand, where designers can get started with animation, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Hunter Walk, Partner at Homebrew
August 18, 2016 11:47 - 36 minutes - 33.6 MBIn a conversation with Intercom Content Marketing Manager Adam Risman, Hunter Walk reflects on his lessons learned as Director of Product Management at YouTube. He shares why empathy and prioritization are key for a product manager's success, and also explains how he selects his seed investments at Hombrew. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Erika Hall, Director of Strategy at Mule Design
August 05, 2016 16:55 - 35 minutes - 32.7 MBIntercom Director of Brand Design Stewart Scott-Curran sits down with Erika Hall, Co-Founder and Director of Strategy at Mule Design. They chat about the importance of language in design, the role of trust in a client-designer relationship, why research simply isn’t optional, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Seattle Startup Panel, Inside Intercom World Tour
July 28, 2016 16:30 - 23 minutes - 21.7 MBAt the Seattle stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of founders from local startups. They talk finding an underserved market, fighting feature bloat, competition, and more. Panelists include Andrew Kinzer, co-founder and CPO at Outreach; Amanda Osborne, co-founder and CMO at Meshfire; and Aseem Badshah, founder and CEO at Socedo. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://ar...
Matt Hodges, Senior Director of Marketing at Intercom
July 20, 2016 03:01 - 32 minutes - 29.4 MBMatt Hodges, Intercom's first marketer, shares how Job-to-be-Done can shape your product's story, his strategy for prioritizing marketing efforts in SaaS, tips for scaling a marketing team, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Toronto Startup Panel, Inside Intercom World Tour
July 12, 2016 15:01 - 22 minutes - 20.2 MBAt the Toronto stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of leaders from area startups. They talk competition, JTBD, growth, and more. Panelists include Caterina Rizzi, co-founder and CCO at Breather; Tyler Rooney, co-founder and CPO at Format; and Amrita Chandra, head of marketing at CrowdRiff. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jason Fried, CEO at Basecamp
July 01, 2016 05:27 - 34 minutes - 31.5 MBIntercom co-founder and chief strategy officer Des Traynor chats with Basecamp co-founder and CEO Jason Fried. Jason explains when to rebuild a successful product, why chat software in the workplace has gone overboard, what makes Basecamp's work culture unique, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Boston Startup Panel, Inside Intercom World Tour
June 23, 2016 15:59 - 25 minutes - 23.8 MBAt the Boston stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of leaders from local startups. It's all about how to start and scale a successful product. Panelists include Eli Rosen, VP of Customers Success at Dispatch; Meghan Keaney Anderson, VP of Marketing at HubSpot; and Nikos Moraitakis, Founder and CEO at Workable. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info. ...
New York Startup Panel, Inside Intercom World Tour
June 16, 2016 14:56 - 25 minutes - 23.1 MBAt the New York stop of the Inside Intercom World Tour, Forbes Senior Editor, Steve Bertoni, hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Lindsay Boyajian, CMO at Augment; Mike Boufford, VP of Engineering at Greenhouse; Christian Bjelland, Founding Team of Hello Alfred. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Julie Zhuo, VP of Product Design at Facebook
June 09, 2016 14:16 - 33 minutes - 31 MBJulie Zhuo chats with Intercom content marketing manager Adam Risman about what makes great product design, establishing early design principles, team building, and much more. Plus, Intercom director of product design Emmet Connolly talks about his principles of bot design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Paris Startup Panel, Inside Intercom World Tour
June 02, 2016 07:12 - 20 minutes - 18.7 MBAt the Paris stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Jean-François Chianetta, co-founder and CEO at Augment; Julien Lemoine, co-founder and CTO at Algolia; and Isabelle George, co-founder of Weroom. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Poornima Vijayshanker, Founder At Femgineer
May 25, 2016 21:23 - 35 minutes - 32.6 MBPoornima Vijayshanker is the founder of Femgineer, an education startup helping tech professionals advance their careers and build great product, while promoting inclusivity in the industry. In this episode, she chats with Intercom content marketing manager Adam Risman about the role of empathy in building product, what she learned in her transition from engineer to startup founder, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https...
London Startup Panel, Inside Intercom World Tour
May 18, 2016 21:13 - 22 minutes - 20.4 MBIntercom managing editor John Collins hosts a panel of London-based startups at the first stop of the Inside Intercom World Tour. It's a lively discussion about what makes great product, and panelists include Bridget Harris, CEO and co-founder of You Can Book Me; Will Swannell, CEO and co-founder of Hire Space; and James Blackwell, co-founder of Buzz Sumo. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info. ...
Bob Moesta, President At The Re-Wired Group
May 12, 2016 15:38 - 39 minutes - 35.8 MBIntercom co-founder Des Traynor takes a deep dive into the Jobs-to-be-Done framework for innovation with Bob Moesta, President and CEO at The Re-Wired Group. Bob is a principal architect of JTBD and has had a hand in developing more than 3,500 products in the past 30 years. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Andy Budd, CEO At Clearleft
April 28, 2016 15:28 - 32 minutes - 30.1 MBIntercom co-founder Des Traynor chats with Clearleft CEO and design thought leader Andy Budd. Andy explains why young startups tend to prioritize development over design, the role designers will play in the new world of voice and chat-based UIs, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Sarah Hatter, Founder & CEO At CoSupport
April 14, 2016 15:07 - 35 minutes - 32.3 MBIntercom customer support lead Sabrina Gordon chats with CoSupport founder and Elevate Summit host Sarah Hatter. Sarah shares how the world of customer support is evolving, how to build and scale an empathetic support culture, why great support improves product, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Tomasz Tunguz, Partner at Redpoint Ventures
March 28, 2016 16:42 - 30 minutes - 28.1 MBIntercom co-founder and chief strategy officer Des Traynor chats with venture capitalist Tomasz Tunguz about what he looks for in a potential SaaS investment, the recent startup funding squeeze, and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Riley Newman, Head Of Data Science At Airbnb
March 17, 2016 16:52 - 27 minutes - 24.9 MBIntercom content marketing manager Adam Risman talks with Riley Newman about the importance of early data investment for startups, making data accessible at scale, and why data is "the voice of the customer." See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Chris Messina, Developer Experience Lead at Uber
February 23, 2016 17:03 - 36 minutes - 33.5 MBIntercom content marketing manager Adam Risman chats with Chris Messina about how conversational commerce – a new trend at the intersection of AI, bots, brands and messaging – is fundamentally changing the way we design, acquire and use apps. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Mike Davidson, Former VP of Design At Twitter
February 11, 2016 13:47 - 47 minutes - 43.8 MBEmmet Connolly, Intercom Director of Product Design, talks to Mike Davidson about a range of design topics, including the design process behind Twitter's Moments, what to look for when hiring designers, and what the future of a Tweet might look like. The interview was recorded before Mike announced his recent departure from Twitter. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Karen McGrane, Managing Partner, Bond Art + Science
January 28, 2016 15:57 - 37 minutes - 34.5 MBIntercom's Elizabeth McGuane sits down with Karen McGrane to discuss when startups should start thinking about content strategy, how to communicate your brand within a product, and why you should stop thinking in pages. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Paul Adams, VP of Product at Intercom
January 05, 2016 15:45 - 43 minutes - 40.2 MBDes Traynor, Intercom co-founder, and Paul Adams chat about the principles and practices he brought to Intercom from Facebook and Google, how and why he developed a 666 roadmap for the company, and what startups should be focusing on in this coming year. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Tony Ulwick, founder of innovation consulting firm Strategyn
December 08, 2015 23:19 - 43 minutes - 39.9 MBIntercom co-founder Des Traynor talks to Tony Ulwick, the inventor of outcome-driven innovation and a decades-long champion of jobs-to-be-done as a method for product design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Ann Handley, Chief Content Marketing Officer at MarketingProfs
November 26, 2015 10:01 - 27 minutes - 24.8 MBIntercom content marketing manager, Sara Yin, talks to Anne Handley, about why great content needs goals and metrics, and where the opportunities lie for content marketers. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom Live - Panel Discussion On Raising Capital
November 11, 2015 18:26 - 44 minutes - 40.5 MBRecorded live at the Intercom on Capital event, Ethan Kurzweil, Mamood Hamid and Intercom CEO, Eoghan McCabe, talk about all things investment in a discussion led by Kathleen Estreich. They talk about the current landscape of high valuations, the competitive advantages of working outside the Valley, and the insider info VCs can give that nobody else can. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info. ...
Intercom Live: Ethan Kurzweil, Partner at Bessemer Venture Partners
November 02, 2015 14:08 - 15 minutes - 14.4 MBRecorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Ethan Kurzweil, Partner at Bessemer Venture Partners. Their conversation ranges from what VCs are looking for in their investments, to the effects of volatile public markets on Silicon Valley. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom Live: Mamoon Hamid, Partner & Co-Founder at SocialCapital
October 27, 2015 12:24 - 17 minutes - 16.2 MBRecorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Mamoon Hamid, partner and co-founder at SocialCapital. They talk about raising capital, what Mamoon looks for in investments, and the future of venture capital. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Brian Balfour, VP of Growth at HubSpot
October 13, 2015 03:43 - 33 minutes - 30.9 MBDes Traynor, Intercom co-founder, and Brian Balfour chat about what jobs growth teams should focus on and how to create a foundation for meaningful, long-term growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Margaret Gould Stewart, Director of Product Design at Facebook
September 23, 2015 14:13 - 41 minutes - 38.3 MBDes Traynor, Intercom co-founder, and Margaret Gould Stewart talk about product design at massive scale, the aesthetics of business software and the importance of diversity on design teams. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Jay Simons, President at Atlassian
August 19, 2015 16:01 - 39 minutes - 36 MBIntercom senior marketing director Matt Hodges talks to Jay Simons about SaaS marketing, scaling a marketing team, and selling without a sales team. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Braden Kowitz, Design Partner at Google Ventures
July 07, 2015 00:00 - 39 minutes - 35.7 MBIntercom co-founder Des Traynor talks to Braden Kowitz about Google Ventures work with startups, the process of design sprints, sketching and prototyping, and the future of product design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Peter Merholz, Senior Director of Design with Jawbone
May 17, 2015 00:00 - 47 minutes - 43.8 MBIntercom co-founder Des Traynor talks to Peter Merholz, Senior Director of Design with Jawbone, previously VP of Global Design at Groupon and co-founder of design agency Adaptive Path. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.