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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

00:38:52

Intercom on Product: The new dawn of Machine Learning

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

2022/09/08

In 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-info.

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00:28:38

Rewind: Jean Hsu on people-centric management

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

2022/09/01

Following engineering stints at Google, Pulse and Medium – as both an IC and tech lead – Jean Hsu stepped away from the codebase to help coach others on how to navigate their own transition into management. In this conversation from our archives, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape. Jean is now VP of Engineering at Range. See Privacy

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00:30:27

Kinzen’s CEO Mark Little on the fight against...

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

2022/08/25

Kinzen’s CEO Mark Little to talk about the evolution of journalism, the rise of misinformation, and what we can do to protect online communities from harmful content.

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00:35:20

Algolia’s Sarah Dayan on what sets a staff plus...

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

2022/08/18

Today's guest is Sarah Dayan - a staff engineer at Algolia, a “Search-as-a-Service” platform that helps developers build index and search capabilities into their own platforms through an API. Intercom Principle Engineer Brian Scanlan sat down to chat with Sarah about the many nuances, proficiencies, and expectations of a staff plus engineer role. 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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00:30:25

UserTesting’s Janelle Estes on using human insight to...

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

2022/08/11

Janelle Estes is the author of User Tested: How the World's Top Companies Use Human Insight to Create Great Experiences. In this episode, we sat down with Janelle to talk about the power of human insight, how to scale it throughout your organization, and its role in creating a culture of customer empathy. 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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00:17:40

Let's talk principles: From technical conservatism to...

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

2022/08/04

This week on the show, listen to members of our Engineering and Product Design teams discuss the principles that help us ship fast and scale quickly. Intercom Staff Product Engineer Waheed El Miladi and Principle Product Designer Gustavs Cirulis join us to discuss how technical conservatism helps Intercom scale faster and how focusing on connected, modular systems help us address the right questions right away, increasing efficiency and reducing costs. You can read about these principles complete

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00:26:12

Sanj Bhayro on creating the right foundation to help...

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

2022/07/28

In today’s episode, we sat down with Intercom VP EMEA of Sales Sanj Bhayro to talk about scaling sales teams, what makes a great salesperson, and strategies to deliver the best outcomes for your customers. We're hiring: https://www.intercom.com/careers 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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00:29:41

Three million downloads and counting: Inside Intercom...

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

2022/07/21

This month, we have passed the three million download mark for the podcast, and to celebrate this milestone, we've dived into the archive to bring you highlights from three of our most popular episodes:Rachel Hepworth, at the time the head of growth marketing at Slack, talks about starting a growth marketing team at a startup that had long relied on word of mouth for its growth;Andrew Chen, general partner at Andreessen Horowitz, chats about the changing landscape of customer acquisition, his “Law

en

00:22:03

Stripe’s James Dyett on a customer-first approach to...

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

2022/07/14

In today’s episode, Intercom Chief Revenue Officer Leandra Fishman sat down to chat with Stripe's Head of Strategic Accounts for the Americas James Dyett - about the how of sales, building long-term partnerships through a customer-centric approach, and, speaking of partnerships, the launch of Intercom’s integration in the new Stripe App Marketplace, furthering our shared commitment to offer personalized, in-context support. Find out more about our Stripe integration here:

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00:25:41

Stark’s CEO Cat Noone on designing accessible products

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

2022/07/07

For years, accessibility has hardly been a priority in the tech industry. But companies are finally starting to realize that designing services for all is a move where everyone wins. In today’s episode, we chat with Stark's CEO Cat Noone about building accessible products and the importance of software that doesn’t exclude by design. You'll find a full transcript of today's episode here: https://www.intercom.com/blog/podcasts/starks-ceo-cat-noone-on-designing-accessible-products/ You can

en

00:24:06

Form specialist Caroline Jarrett on designing surveys...

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

2022/06/30

We sat down to talk to forms specialist Caroline Jarrett about her seven-step process for designing, running and reporting considerate surveys that get results and don’t bombard customers all the time. 9yBxRQBdDTJYXIBgCrPS 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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00:27:43

G2's CMO Amanda Malko on the latest trends in...

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

2022/06/23

The typical software selling strategy is dead. In a market where there is less and less time to influence customers’ decisions, can customer marketing help companies get ahead? In today’s episode, we chat with G2's CMO Amanda Malko about the trends she’s seeing in the industry, and how they’re affecting the way businesses operate. 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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00:12:22

Pride 2022: Being out and bringing people in

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

2022/06/16

To celebrate this year’s Pride, we're sharing the experiences of our peers in the LGBTQI+ community, and their thoughts on allyship, advocacy, and finding spaces where they can truly be themselves. 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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00:16:15

Intercom’s product principles: Back to the basics

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

2022/06/09

Software 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/privacy and

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00:26:19

Customer Experience author Elizabeth Dixon on the CX...

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

2022/06/02

We all want to believe we’re working towards something meaningful and that our actions have a lasting impact. And while it’s easy to believe that only certain people are positioned to drive that change, everyone has that power in them. On this episode Elizabeth Dixon, author of The Power of Customer Experience: 5 Elements To Make An Impact, joins us to discuss. 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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00:27:43

Intercom on Product: Facing the tech slowdown

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

2022/05/26

In 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.

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00:33:58

2022 CS Benchmark: How support quality impacts...

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

2022/05/19

This week on the podcast we've brought together experts in customer support and quality assurance to discuss how support quality impacts various aspects of their businesses. Join Martin Kõiva, Founder & CEO of Klaus, Macrina Sheridan, Director of Global Frontline Support at Aircall and Declan Ivory, VP of Customer Support, Intercom as they dig into key takeaways from this year’s 2022 Customer Service Quality Benchmark Report, and what it means for support teams across different industries. See

en

00:27:17

Rewind: Slack’s Ali Rayl on supporting millions of...

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

2022/05/12

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 10 million daily active users. In a conversation from our archives, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more. See Privacy Policy at https://art19.com/privacy

en

00:14:26

Let's talk principles: Exploring how we build product...

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

2022/05/05

This week on Inside 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 Policy at https://art19.com/privacy and California Privacy Notice at

en

00:26:03

HubSpot’s CEO Yamini Rangan on ditching the funnel...

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

2022/04/28

In today’s episode, Intercom's Chief Marketing Officer Anna Griffin chats with HubSpot's CEO Yamini Rangan about customer engagement, the Flywheel approach, and how it helps organizations gain momentum by delivering a remarkable customer experience. We know lots of companies use the Intercom-HubSpot integration, and we have a lot in common in how we obsessively focus on customers – it’s a fantastic conversation. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

487 results

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