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

In our latest fortnightly Scale episode, we hear how Shopify Plus are turning enterprise commerce on its head. With Loren Padelford (GM at Shopify Plus) and John Collins (Content Director at Intercom).See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Alexa Collins chats to G2's VP of SEO and Content about the evolution of SEO as a distinct discipline, the changes he's seen along the way 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.

Scale returns as a permanent fixture with our conversation with Pam Dodrill, Vice President of Customer Support and Success at Zapier. In her interview with Intercom’s Courtney Chuang, we hear how Zapier supports 3 million users by investing in customer outcomes, how customer service has evolved and what Pam’s advice is for empowering a remote support team.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this very special podcast episode, some of our LGBTI+ colleagues invite us to hear about their worlds, including their coming out stories, how they’ve stayed engaged with their communities in light of COVID-19, and what ways they feel allies can best support LGBTI+ people. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's CEO Karen Peacock is joined by Wikimedia COO Janeen Uzzell and Anjuan Simmons for a thought provoking panel discussion on allyship. We hear how we can do better, where we can help and where we need to listen – as a company and on an individual level.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We hear about Intercom's new framework for understanding and implementing next generation customer support at scale. With Emmet Connolly, Kaitlin Pettersen and Jane Honey.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Kathryn Finney joins Intercom's Dee Reddy for a chat that covers her career, her passion for supporting and investing in others, the nature of intersectionality and more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

A crossover episode of Inside Intercom with Black Tech Unplugged. Featuring podcaster Deena McKay and Lynnise Pantin.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We have paused our usual publishing schedule this week to give ourselves and our audience some time to process what’s been happening in the wider world, particularly on the streets of the US.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Catherine Brodigan (Intercom, EMEA Partner Manager) chats to Aircall's Jonathan Anguelov (COO and Co-Founder) about their recent funding announcement and what it means for the future of the phonecall.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 Inside Intercom Kaitlin Pettersen (Global Customer Support Director) sat down with Ryan Steinberg (Head of Global Support Operations) to discuss automation and the future of support.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part four looks at arts, culture and entertainment.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des 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.

H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part three examines the ramifications for e-commerce and the jobs market.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Part two examines life "off the clock" looking at socialising, dating and family.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

H.O.M.E. is a special four-part series on Inside Intercom exploring what that means for various facets of life and learning how people across many industries and countries are managing to persevere with the help of technology. Episode one looks at health and wellness.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 podcast revisits an earlier conversation we had that looks at the importance of measuring the voice of the customer and how to do it.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

When global work moves online overnight, a wave of support tickets follows. Dee Reddy chats to Intercom's support leaders to hear how they've steadied the course.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Our podcast offering this week takes a look at the wider SaaS community to see how everyone is coping with the current global situation. We speak to Atlassian, Stack Overflow, Shopify Plus, Zencastr and Monday.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

We’ve brought together three of our most experienced remote folks for a roundtable discussion (hosted remotely of course) to talk through what they’ve learned and how to operate at your best while on your own.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Dee Reddy catches up again with the community expert and partner at People & Company, Bailey Richardson, to find out why online communities are now 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.

Customer service expert Shep Hyken chats to Intercom's Ali Biggs about what has changed in the world of customer service and why, ultimately a lot has stayed the same.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this very special bonus episode we bring you some of the best remote working insights shared by our guests over the years. Featuring: Chase Clemons (Basecamp), Andrey Khusid Miro, Wade Foster (Zapier) and Laura Klein (Author and UX leader).See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Jasmine Friedl, Intercom’s Director of Product Design talks to Dee Reddy about her unusual upbringing, her journey to discovering design and how she built her team.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom’s Fergal Reid (Principal Machine Learning Engineer) and Ciaran Lee (Co-Founder and CTO) on the making of Resolution Bot - our most ambitious machine learning project to date.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Buster Benson joins Intercom's Director of Product Management, Brian Donohue, to discuss his recent book "Why Are We Yelling: The Art of Productive Disagreement". He shares his insights for teams looking to practically apply this in the workplace.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 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.

This week, Brian Kotlyar, Intercom’s Senior Director of Demand Generation, speaks with Alex Ortiz, VP of Marketing at Tray.io about why we shouldn’t fear automation in the workplace.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Udemy for Business, VP of Marketing Yvonne Chen chats to Brian Kotlyar (Senior Director, Demand Generation at Intercom) and shares how the company built a thriving SaaS business on top of its marketplace.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

ChartMogul founder and CEO Nick Franklin sat down with Intercom’s Kate O'Hanlon to discuss the ups and downs of hypergrowth. He shares how he built a highly engaged audience, what he’s learned about partnerships, why he’s so focused on solving one core problem, and more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Miro co-founder and CEO, Andrey Khusid, joins John Collins (Content Director, Intercom) for a chat about future of distributed teamwork and the challenge of scaling a business across continents and timezonesSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Jared Spool returns to the Intercom podcast to discuss diversity through education, experience visions and why design in a team sport with Jonathon Colman.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom'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.

A special holiday compilation featuring some of our favourite guests from across the year. Features a host of great guests from Slack, Brex, Aircall, Intercom and more.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Vidyard CEO Michael Litt joins Intercom's Ciaran Nolan to discuss how flipping the freemium model on its head became their answer to accelerated growth.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, Matt Rogers (Head of Saas Growth, Google), chats to Amanda Connolly (Intercom) about the challenges faced by SaaS companies both starting out and scaling in today's swiftly evolving market plus AI trends in SaaS.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Ed Fry, Head of Growth at Paddle, joins Dee Reddy on Inside Intercom to discuss how Paddle grew revenue by 2500%, his 5 star framework for Saas growth and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In 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.

Sprout Social's Director of Marketing Tara Robertson tells Intercom's Director of Content John Collins how building an empathetic, data-driven customer journey helps to ensure customer retention.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Kayti Sullivan (Yelp) chats to Kaitlin Pettersen (Intercom) about why at a certain point of growth, companies need to create a customer success organization to grow customer relationships and revenue.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Creating a new product category also creates a plethora of challenges - from spotting the right market niche to convincing customers that yours is a service they need. Could nimbly adapting to new markets and to new clients bases be the key to success? Spendesk's Head of Sales, Nicolas Marchais, joins Dee Reddy on Inside Intercom to discuss.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The final episode in our series The Sales Summit, examining the trends and challenges shaping the future of sales. The episode features highlights and previously unaired gems from our lively discussions with leaders from Slack, Guru, Aircall, Dialpad, Sherlock, and Glofox. We weave together their insights on speed, automation, and growth.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Tim Campos joins Dee Reddy for a chat that ranged from how to balance human-computer interaction to scaling productivity practices and how to define efficiency in a knowledge-based economy.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Episode 3 of our new podcast series which sees industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode we are joined by Aircall and Glofox to discuss where do sales leaders see the biggest opportunities to accelerate revenue? What levers do they have at their disposal? And what obstacles stand in their way? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Dee Reddy talks to Bailey Richards of People & Company, a coaching organization that helps organizations harness the power of community. She and her partners recently published Get Together, a book that distills key insights from some of their favorite projects and provides practical advice for how to jumpstart a passionate, engaged group.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Episode 2 of our new podcast series which sees industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode, Intercom's Shriya Ravikumar hosts Maggie Hott, Manager of Mid-Market Sales at Slack and Halid Ibrahimovic, Senior Director of Sales at Guru, as they discuss automation. Stan Massueras, our Director of EMEA Sales, introduces the episode.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they 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.

Introducing a new podcast series where industry leaders go behind the mic to discuss the trends and challenges shaping the future of sales. In this episode, Intercom's Dave Bennion is joined Dan O’Connell, Chief Strategy Officer at Dialpad, and Derek Skaletsky, CEO and Founder at Sherlock, to discuss the power of speed in sales. Mike Weber, our Director of Sales Development, introduces the episode.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom's Jonathan Colman chats to Louis Rosenfeld about his work at Rosenfeld Media, the future of Design Ops and how IA and UX experience can inform publishing and curating decisions.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 show, we catch up with Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.