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PODCAST

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

On 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.Follow The Ticket to get the weekly episodes and sign up for our 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🏠 www.intercom.com

technology

All Episodes

00:30:59

Our grand experiment with ChatGPT and generative AI

The Ticket: Discover the Future of Customer Service,... ·

2023/01/31

In today’s episode, Intercom Co-Founder Des Traynor and Director of Machine Learning Fergal Reid return for round two on ChatGPT – this time to share what we’ve learned in the past weeks of our experiment in harnessing the AI revolution in customer service, where we’re going next, and how it has changed our perception of what’s possible in this space. Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/ Read a transcript of this episode

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00:21:38

Gainsight PX founder Mickey Alon on using your...

The Ticket: Discover the Future of Customer Service,... ·

2023/01/26

As soon as a customer buys your solution, the bulk of the customer journey will be inside the product. Are you taking full advantage of it? On this episode we're joined by Gainsight PX CTO and founder Mickey Alon discusses how companies can put products at the forefront of their growth strategy. Transcript: https://www.intercom.com/blog/podcasts/gainsight-px-founder-mickey-alon-on-product-growth/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:34:44

The future of learning: meet the edtech companies...

The Ticket: Discover the Future of Customer Service,... ·

2023/01/19

From schools adapting to remote learning to music apps sparking creativity, in today’s episode, we'll hear from Intercom's customers at the forefront of edtech about the latest trends and developments. Grab a pen and notebook, or a tablet and stylus, and join us as we take a peek into their world and what the future of education looks like. Today's guests:Tristram Hewitt, Head of Operations at OutschoolLiran Biderman, Head of Customer Experience at SimplyKris Jagasia, Co-founder and CEO of

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00:16:03

MadKudu’s co-founder Francis Brero on unlocking the...

The Ticket: Discover the Future of Customer Service,... ·

2023/01/12

This week we’re catching up with co-founder and CPO of MadKudu Francis Brero. Just last July, he gathered a group of over 50 growth and marketing leaders to discuss how to leverage product data to scale revenue engines. We dive into his findings with him and talk about the four key ways to scale and monetize product-led growth. Transcript: https://www.intercom.com/blog/podcasts/madkudus-co-founder-francis-brero-on-unlocking-the-keys-of-product-led-growth/ Listen to Francis' last appearance

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00:23:34

CX expert Bill Price on creating frictionless...

The Ticket: Discover the Future of Customer Service,... ·

2023/01/05

We caught up with Amazon’s first Worldwide Vice-President of Customer Service and author Bill Price to talk about frictionless customer experiences and the organizations that stand out from the crowd – for the best and the worst reasons. Transcript: https://www.intercom.com/blog/podcasts/cx-expert-bill-price-on-creating-frictionless-experiences/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:29:12

2022 in review: Highlights from this year's best...

The Ticket: Discover the Future of Customer Service,... ·

2022/12/20

Throughout the year, we’ve talked with and learned from industry leaders, experts, and innovators about a multitude of topics: from facing the tech slowdown to the dawn of machine learning, from the trends transforming customer support to using human insight to create memorable experiences. And so, before we ring out the old and ring in the new, we’ve put together our favorite stories and conversations, insights, and reflections from 2022 in a special end-of-year episode. See Privacy Policy at

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00:23:30

Venture capitalist Harry Stebbings on getting into...

The Ticket: Discover the Future of Customer Service,... ·

2022/12/15

We sit down with The Twenty Minute VC host and venture capitalist Harry Stebbings to chat about getting started on a new project, creating content, and the current landscape 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.

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00:51:02

How ChatGPT changed everything: Thoughts from the...

The Ticket: Discover the Future of Customer Service,... ·

2022/12/09

This 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.

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00:15:00

Intercom’s Product Principles: building solutions...

The Ticket: Discover the Future of Customer Service,... ·

2022/12/01

We continue our ongoing series on the product principles that shape what we build and how we build it. On this episode we're joined by Intercom Product Designer, Eugenia Ortiz who explains why designers should take ownership of what they ship and Director of Product Management Stephen Forbes talking about how spending a large chunk of time prioritizing and defining a problem before moving on to building a solution ensures that it properly reflects and addresses customers’ needs. See Privacy Policy

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00:31:44

ProfitWell founder Patrick Campbell on life after...

The Ticket: Discover the Future of Customer Service,... ·

2022/11/23

Earlier this year ProfitWell founder Patrick Campbell sold his company to SaaS payments platform Paddle for $200M. On today's show Patrick sits down to chat about the good, the bad and the ugly of selling your company, applying first principles to subscription growth, and creating content for your audience, not search engines. You'll find a full transcript here: https://www.intercom.com/blog/podcasts/profitwell-founder-patrick-campbell-on-life-after-acquisition/ See Privacy Policy at

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00:23:13

Chili Piper’s Co-Founder Alina Vandenberghe on...

The Ticket: Discover the Future of Customer Service,... ·

2022/11/17

We're joined by Chili Piper’s Co-Founder Alina Vandenberghe for a conversation about starting a company from scratch, the importance of a marketing strategy that drives growth, and the perks of being remote-first. You can read a full transcript here: https://www.intercom.com/blog/podcasts/chili-piper-alina-vandenberghe-bootstrapping-to-success/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:26:00

Solving the Innovator's Dilemma: How successful...

The Ticket: Discover the Future of Customer Service,... ·

2022/11/10

With innovation units, there’s no need for the traditional rules and regulations that typically bound a more established organization. No need to get saddled with historical tech debt or antiquated third-party tools. Progress gets measured by learnings – not growth, revenue, or retention –, so you get to try new ideas, take bigger risks, move fast and break things. And that’s what we’re exploring on this episode. While foolproof strategies to newer, disruptive threats are still unknown, creating

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00:18:30

Surfboard founder Natasha Ratanshi-Stein on riding...

The Ticket: Discover the Future of Customer Service,... ·

2022/11/03

In today’s episode, we sat down with Surfboard founder Natasha Ratanshi-Stein to chat about managing remote teams, the challenges of creating a new category, and how planning software can help businesses create a more seamless, holistic customer experience. You'll find a full transcript on our blog: https://www.intercom.com/blog/podcasts/surfboard-founder-natasha-ratanshi-stein-planning-software-for-support/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:20:13

Collect's Founder Alex Delivet on automating data...

The Ticket: Discover the Future of Customer Service,... ·

2022/10/27

In today’s episode we're joined by Alex Delivet, founder of document management platform Collect, for a chat about his love for SaaS, the challenges of starting a business, and the future of data collection. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:43:33

Rewind: Strategyn’s Tony Ulwick on Jobs-to-be-Done

The Ticket: Discover the Future of Customer Service,... ·

2022/10/20

Intercom 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. Read a full transcript here: https://www.intercom.com/blog/podcasts/podcast-tony-ulwick-on-jobs-to-be-done/ This episode was originally published on 12/10/15 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:32:24

New at Intercom: Unlocking in-product messaging

The Ticket: Discover the Future of Customer Service,... ·

2022/10/13

The best way to engage with your customers is by delivering the right message, to the right person, at the right time. On today's episode, meet the five new product innovations that will help you achieve that as Chief Product Officer Paul Adams reveals our latest, next-generation product innovations and discusses why in-product messaging is key to thrive in today’s economy. Watch the video here: https://www.youtube.com/watch?v=B0i2piQcV_o See Privacy Policy at https://art19.com/privacy and

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00:24:21

Management coach Lara Hogan on perfecting the...

The Ticket: Discover the Future of Customer Service,... ·

2022/10/06

We sat down with management coach Lara Hogan to chat about leading and supporting a team – from learning mentoring and coaching skills to mastering the delicate art of feedback. Read a transcript of the episode here: https://www.intercom.com/blog/podcasts/management-coach-lara-hogan-on-leadership/ Listen to Lara's previous conversation on Inside Intercom when she joined us to talk about public speaking:

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00:15:28

Engineering principles: Shaping the solution and...

The Ticket: Discover the Future of Customer Service,... ·

2022/09/29

This week on the podcast, members of our Engineering and Product Design teams discuss the principles that help us shape the solution and build in small steps. Group Engineering Manager, Levent Ali, explains how engineers should be taking ownership of the solution and Principle Product Engineer, Aidan Lynch, talks about how delivering changes in a series of small, easy-to-understand steps speeds up product development and delivers value to customers more quickly. You can read transcripts of

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00:25:55

How to deploy empathy to get the most out of customer...

The Ticket: Discover the Future of Customer Service,... ·

2022/09/22

Geocodio Co-Founder and author of Deploy Empathy: A practical guide to interviewing customers Michele Hansen joins us to talk about all things customer interviews – how, when and who to interview; what to do with the results; and specific tactics to get the most out of it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:18:57

Emojis mean business: The characters transforming...

The Ticket: Discover the Future of Customer Service,... ·

2022/09/15

Emojis. We use them to add richness to online conversations, emphasize a point, and even create a sense of rapport with customers. On today's episode we're joined by Keith Broni, Editor in Chief at Emojipedia, Leslie O'Flahavan, writing trainer and coach and E-WRITE founder, Tomoko Yokoi, researcher and advisor in digital transformations at the IMD Business School in Switzerland and Karen Church, Intercom VP of Research & Data Science where together, they’ll talk about the evolution of emojis,

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487 results

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