Intercom on Product: Building Software in an AI-first World
27 episodes - English - Latest episode: about 2 months ago - ★★★★★ - 6 ratingsDiscover the latest insights from Intercom Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and other Intercom product leaders as they share their latest thoughts on building software in an AI-first world.
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Episodes
How to design standout products in an AI world
February 08, 2024 14:37 - 26 minutes - 24.2 MBEmmet 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...
Intercom on Product: Riding the AI wave in 2024
January 18, 2024 17:32 - 55 minutes - 51.1 MBIntercom 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.l...
Intercom on Product: Product Strategy in the Age of AI
September 14, 2023 16:48 - 39 minutes - 35.9 MBIn 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.
The AI revolution and the future of customer service
May 25, 2023 16:00 - 27 minutes - 24.9 MBOn this episode of Intercom on Product, Des Traynor, Co-founder and Chief Strategy Officer 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/ See Privacy Policy at https://art19.com/privacy...
Our manifesto for next-generation customer service
March 02, 2023 13:04 - 32 minutes - 29.7 MBIn 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 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at ...
ChatGPT is here to stay. Where will it take us?
February 02, 2023 17:32 - 41 minutes - 38.1 MBIn today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things GPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces. Learn more about Intercom's 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...
How ChatGPT changed everything: Thoughts from the frontline of the AI/ML revolution
December 09, 2022 13:50 - 51 minutes - 46.7 MBThis 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.
The new dawn of Machine Learning
September 08, 2022 14:55 - 38 minutes - 35.6 MBIn 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-...
Intercom’s product principles: Back to the basics
June 09, 2022 14:11 - 16 minutes - 14.9 MBSoftware 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/p...
Intercom on Product: Facing the tech slowdown
May 26, 2022 11:26 - 27 minutes - 25.4 MBIn 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product Presents: Product Principles
May 06, 2022 17:14 - 14 minutes - 13.5 MBThis week we're sharing an episode of Inside Intercom with you. it's all about how we build product at 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 Poli...
Intercom on Product: Speeding back up when momentum drops
January 20, 2022 17:43 - 35 minutes - 32.5 MBLosing 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Keeping the momentum going as you scale
August 19, 2021 13:33 - 31 minutes - 29.3 MBSpeed is every startup's biggest competitive advantage. But as the company grows more complex, will you be able to keep it? Des Traynor and Paul Adams discuss. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Accelerating your strategy after COVID-19
June 03, 2021 16:57 - 35 minutes - 32.4 MBIn this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Defining sustainable innovation
February 11, 2021 15:36 - 40 minutes - 36.8 MBIn 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? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: One for the roadmap
October 01, 2020 17:20 - 38 minutes - 35 MBIn 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Meet your marketer
August 25, 2020 14:45 - 37 minutes - 34.4 MBIn our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Understanding your customer is key to good product judgment
May 12, 2020 18:33 - 32 minutes - 29.3 MBDes Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: Why making every day count is key to progress
February 19, 2020 11:50 - 27 minutes - 24.9 MBIn our ninth episode of Intercom on Product, Des Traynor and Paul Adams discuss the importance of efficiency to good product principle and why making every day count is key to individual and team progress. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product: The dawn of a new decade
January 06, 2020 10:00 - 40 minutes - 37.1 MBIntercom's Co-founder & Chief Strategy Officer, Des Traynor hosts SVP of Product Paul Adams and our Senior Director of Product Design Emmet Connolly for a look back at the year 2019 and the decade that preceded it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
The intersection of company and product strategy
November 25, 2019 16:01 - 30 minutes - 27.9 MBIn episode seven of Intercom on Product, 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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Rethinking outcomes over output
October 17, 2019 19:20 - 32 minutes - 29.6 MBWe discuss the five inputs that guide us at Intercom; how to think about the relationship between inputs, outputs and outcomes; and how to frame projects as customer problems instead of business problems. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Rise of the “keyboard-first” generation
September 05, 2019 14:00 - 28 minutes - 25.9 MBJoin Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss their latest thoughts on how to build successful product at scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
The principles behind how we build
July 25, 2019 17:38 - 32 minutes - 29.6 MBIn this episode Des Traynor and Paul Adams discuss the principles upon which we've built our product, and indeed our business, here at Intercom. They talk about the value of having a clearly defined set of principles and how they can become the foundation for cohesive decision making. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
The most valuable meetings for building product
June 27, 2019 14:33 - 15 minutes - 13.8 MBIntercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
How we unlock the power of feedback
May 30, 2019 16:39 - 23 minutes - 21.5 MBIn the second episode of this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss how to harness the power of feedback to shape your product roadmap. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Intercom on Product – New podcast with Intercom co-founder Des Traynor and SVP of Product Paul Adams
April 29, 2019 12:09 - 23 minutes - 21.4 MBWelcome to our brand new podcast series, Intercom on Product, where Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss their latest thoughts on how to build successful products at scale. If you're a designer, product manager, engineer, researcher or anything in between, this series is for you. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.