The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

For the second Pride in a row, we're not able to take part in parades or march for equality. But in a year where everyone is asked to stay in, we share stories celebrating being out.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As vaccination efforts soar and lockdowns ease, people are slowly leaving home and getting back to the office. But what can we do to make this transition as smooth as possible? In this week's episode, our Workplace Experience team walk us through the process of creating a safe space for everyone – from desk arrangements to air quality – and what the future of work will look like as we adapt to the new normal.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

CEO of Guru, Rick Nucci, speaks with Kaitlin Pettersen, our Senior Director of Customer Support, and shares some great insights for anyone who wants to grow their product and build a world-class customer experience. 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 of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. Going forward, what exactly should your strategy look like, and where should you invest your resources?See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Author and consultant Jeff Gothelf joins us for a wide-ranging discussion on everything from strategies for making design part of a company’s DNA to the lessons we can learn from the human cannonball at a circus.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As our podcast producer Dee Reddy hangs up her headphones, we take a look back at some of her favorite episodes.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this week's Scale by Intercom we hear from Gong's Linda Lin about her strategies for moving upmarket, and how to go about ensuring the right culture internally when dealing with a new breed of customer. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We revisit our conversation with Steli Efti. This episode is a must listen for any sales leaders looking to understand how to build a team who can maintain healthy competition while embracing the spirit of collaboration.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

360Learning's Director of Content Joei Chan chats to Dee Reddy about the making of Onboarding Joei, how to work unexpected new formats into your content marketing strategy, and how to balance creativity with lead generation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

There are plenty of resources and advice on unlocking the secrets of the engineering management career path. But what if the manager role is not for you? Calm’s Will Larson chats to Intercom's Brian Scanlan about the road beyond Senior engineer.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The business world is finally starting to understand AI’s true potential: not a magical solution to all our problems, but a useful complement to our existing strategies. MadKudu co-founder Francis Brero chats to Dee Reddy to explain.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Cliniko founder Joel Friedlaender chats to Intercom's Dee Reddy about remote first working, how COVID-19 has accelerated change in health-tech and why robust data compliance practices are more important than ever.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Information has never been so accessible – the world’s knowledge is quite literally at our fingertips. But as more and more stories get told, that begs the question: who’s telling your story? Wikimedia Foundation COO Janeen Uzzell is on a mission to change the answer to that question.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

CX pioneer Jeanne Bliss chats to Dee Reddy about what it takes to create a legacy of sustainable, customer-centric business.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our third instalment of Built For You, our cross-functional panel discuss conversation topics and custom reports.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

VP of Customer Happiness at Later chats to Dee Reddy about what B2B support teams can learn from their B2C counterparts.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our IWD theme this year is #ChooseToChallenge. Challenge drives change, so we must choose to challenge ourselves. And the timing couldn’t be more urgent. Women, and especially black women, have been hit disproportionately hard during this pandemic. It’s going to take exceptionally bold and driven people to rise to the challenge. People like Zanade Mann, founder and Managing Director of the Black Women’s Business Collective. Dee Reddy chats to her about her work.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We can’t seem to get enough of CX —  every year, there’s a growing list of articles, conferences, and best practices on the subject. So, how come so many companies still get it wrong? CX expert Annette Franz joins Intercom's Bobby Stapleton to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this week's episode we're really going Inside Intercom as we share some highlights from an event we held for staff. Last week, Intercom CEO Karen Peacock and our new CRO Leandra Fishman joined Dee for the inaugural event in a discussion series held by Inter-women. We hear their thoughts and insights on the topic of leadership.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 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.

Cool Planet Group CEO and serial entrepreneur Norman Crowley chats to Intercom's Dee Reddy on his vision for building a truly sustainable business model.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the tech world, we’ve seen time and time again how customer experience can make or break a business. But when it comes to the government, is there such a thing as the citizen experience? Intercom's Sarah Tran chats to Code for America CEO Amanda Renteria.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this week's episode, we're taking a look at some of the conversations we've had with some of the most highly regarded support leaders in SaaS. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hubert Palan, CEO and founder of Productboard chats to Intercom's Rati ZvirawaSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We're revisiting some of our best podcast from across last year. Today, let's look back at our conversation with Alex Wolf which explored how social media is affecting our senses, how good marketing can inspire rather than distract and how we can design better, more harmonious technology.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We're revisiting some of our favourite episodes from across the year. In this episode we heard all about the Conversational Support Funnel.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We're revisiting some of our best podcast from across the year. Today, let's look back at our allyship panel hosted by CEO Karen Peacock.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 chatting to the people who’ve managed to pivot with their team and bring about major changes to how we operate, all while still maintaining a strong sense of culture and camaraderie across all of our teams and offices.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. Intercom's Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our panel this quarter talks through the process of building Series, from cross-team collaboration to beta-testing your way towards operational excellence. If you’ve ever wondered how all the pieces tie together in a major launch that’s rooted in customer feedback, this is the episode for you.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 looking at how this year’s holiday Present shopping could change retail forever. Dee Reddy talks to Forbes contributor and retail expert Sandy Stein, DPD Ireland CEO Des Travers and An Post's Eibhin Eviston.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In part 3 of S.H.O.P., we explore the tools and tech stacks that are empowering retailers to blur the line between commerce and ecommerce.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Episode two of S.H.O.P., our new series examining the changes in retail and commerce. Over four weeks, we’ll be exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Episode one of S.H.O.P., our new series examining the changes in retail and commerce. Over four weeks, we’ll be exploring some of the key topics around the past, present, and future of retail, looking at the technologies and behaviors that have enabled – and transformed – shopping as we know it.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Karen Peacock and Des Traynor share their thoughts on Intercom throughout the years, and what the future might hold.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Nate Brown (co-founder CX Accelerator) talks to Dee Reddy. He shares how to tune in to the voice of the customer, how traditional Customer Support evolved to become Customer Experience and how the holistic approach can be the ultimate brand differentiator. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our latest episode Des Traynor chats to the founder, maker, innovator, and professor who helped pioneer the Jobs-to-be-Done framework and has now turned his attention to demand-side sales and making it an empowering experience for all.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

For the latest episode in our Scale series, Dee Reddy caught up with Atlassian's Kristen Habacht to find out how freemium can drive enterprise sales, how it changes the interaction with the customer, and why it fundamentally affects the relationship between sales, marketing, and product teams.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 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.

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers don’t work anymore. Businesses need a modern way to deliver fast, personal and real-time communication to their customers. Conversational relationships—building relationships with customers through personalized, messenger-based experiences—is the answer. On this episode of Scale by Intercom, join Shane Murphy-Reuter, SVP of Marketing at Intercom, as he interviews Brian Halligan, CEO and co-founder of HubSpot, about the importance of conversational relationships and how they can drive business growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Blind co-founder Kyum kim chats to Dee Reddy about the power of anonymity, how leadership teams should value an unfiltered view of their company and how their move to the US was inspired by a popular television show.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

It’s the question every startup must face on its go-to-market path: when to scale and how fast to go. Mark Roberge talks to Intercom's Kate O'Hanlon about the science that holds the answer.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week’s show is a very special panel episode where we’re hearing how conversations with our customers have shaped our product. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We hear from Carl Gold (Chief Data Scientist at Zuora) about how the subscription model is transforming legacy businesses, how companies can fight churn with data, and what Goldilocks can teach us all about growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 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.

Alex Wolf joins Intercom's Dee Reddy for a conversation that looks at how social media is affecting our senses, how good marketing can inspire rather than distract to how we can design better, more harmonious technology.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Yoli Chisholm, Vice President of Marketing at Sprinklr chats to Fiona Lee about her experience marketing a brand that boasts Microsoft, Samsung, and Cisco as customers.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the latest Inside Intercom episode we chat to Stack Overflow’s CEO about how community is at the very heart of what they do, how they balance this with the needs of the product and why he believes they are helping to write the script of the future. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

As part of our ongoing Scale series, Dee Reddy chats to Clearbit's VP of Customer Success Luke Diaz about how he's guided Clearbit's Customer Success team through the storm, how a resolute focus on reducing churn has paid dividends, how automation has been a key factor in this, and why in times like this you should really focus on your customer.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

By now, the verdict is clear: our current health crisis has served as a flash-forward that will see the world work together across cities, countries, time zones, and even languages. So what now? Daniel Scivner (CEO, Flow) chats to Intercom's Dee Reddy.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.