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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

00:23:32

The story behind building Product Tours

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

2019/05/16

We recently launched Product Tours, a simple tool to help teams create great user onboarding experiences. But the story of how this product came about is anything but simple. In this episode, our Product Education lead Phil Byrne, Director of Product Management Brian Donohue and Senior Product Manager Patrick Andrews talk about issues they had to address to build a compelling product and validate product market fit. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:30:19

Scale #9 - The future of customer acquisition with...

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

2019/05/09

The rise of the Big 3 - Amazon, Google and Facebook - means that the way we find and consume information is ever-changing. This has deep impact on the way people discover and make purchase decisions. For our final episode of Scale, we talk with HubSpot's VP of Marketing Meghan Keaney Anderson on how marketers should adapt their customer acquisition strategies in the age of the internet. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:31:08

Scale #8 - How to kickstart billion dollar companies...

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

2019/05/02

From Instagram to Instacart, Bangaly Kaba's seen what it takes to grow a billion dollar business. The Instacart VP of Growth explains how exponential business growth starts with a fundamental understanding of your customers and a patient approach to monetization. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:22:53

Intercom on Product – New series with Des Traynor and...

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

2019/04/29

In this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss everything from drawing up a product roadmap to launching successful new features.

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00:17:14

Scale #7 - The ugly side of growth

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

2019/04/25

Growth has become, in essence, the primary measure of a startup’s success. But can you grow too fast? On this week's episode of the Scale podcast, we asked Tara Bryant, SVP of Sales @pipedrive, how she manages the challenges of scaling. Throughout her career, she’s increased sales by 100% or more year over year at fast-paced, high-volume organizations. She’s seen both the triumph and folly of meteoric expansion, and she joined the Scale podcast to share her insights about how to grow

en

00:33:11

Rick Nucci, CEO of Guru, on automation and the...

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

2019/04/22

This week, we've got a special bonus episode with Rick Nucci, who's founded not just one, but two, successful companies, Boomi and Guru. He speaks with Intercom's Kaitlin Pettersen about the direction of automation trends in the subscription industry, why it's shortsighted to view your support and success teams as cost centers and how knowledge gaps cripple team collaboration as you scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:19:02

Scale #6 - Should you disrupt or create a category? ...

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

2019/04/18

Building a company is hard enough, but what if there's no clear market to launch into or no incumbent to disrupt? That's the situation Gainsight CMO Anthony Kennada found himself in when he joined the company that would become Gainsight in 2013. There was no playbook for category creation, so they built their own—and catapulted Gainsight into one of the fastest growing private companies in the world. On this episode of Scale, Anthony joined us for an open and honest look into their playbook for

en

00:17:51

Scale #5 - How marketing helped Segment go from 6...

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

2019/04/11

How marketing helped Segment go from 6 months runway to a $1.5 billion dollar valuation

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00:26:19

Scale #4 - How to build a billion dollar sales team...

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

2019/04/04

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But what they've also discovered is that viral growth will only get you so far. On this episode of Scale, we talked to Jeanne de Witte, Head of North America Revenue & Growth at Stripe, on how she introduced formal sales into a company where it had never existed before, and scaled that team to over a billion in revenue. See Privacy Policy at

en

00:24:59

Scale #3 - What makes a world-class CMO in 2019? And...

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

2019/03/28

What makes a world-class CMO in 2019? And the #1 reason CMOs fail.

en

00:18:43

Scale #2 - How Atlassian built a $20 billion dollar...

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

2019/03/21

How Atlassian built a $20 billion dollar company with no sales team

en

00:19:47

Scale #1 - How to be customer centric in a high...

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

2019/03/14

Welcome to Scale, a brand new podcast from Inside Intercom. We're going behind the scenes with today's fastest growing companies to find out how they did it. Up first, we sat down with Leela Srinivasan, the CMO at Survey Monkey. Leela has seen hypergrowth first hand at companies like LinkedIn, Lever and now Survey Monkey and she joined the podcast to tell us why hyper-growth shouldn’t blind you to what’s really important - the customer. See Privacy Policy at https://art19.com/privacy and

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00:29:30

User onboarding best practices with Samuel Hulick,...

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

2019/03/07

This week, we’re revisiting one of our most popular episodes of the past year, and it’s all about user onboarding. For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices. See Privacy Policy at https://art19.com/privacy and

en

00:27:55

HubSpot’s Kieran Flanagan on product-led growth

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

2019/02/28

HubSpot's VP of Marketing and Growth, Kieran Flanagan, speaks to Amanda Connolly about everything from how to determine when product-led growth is right for your company to measuring growth with your North Star metric.

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00:30:36

Ryan Bonnici, G2.com CMO, on selling to educated users

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

2019/02/21

Ryan Bonnici thinks the process of converting leads has gained a sleazy reputation in the B2B world. Hear what he thinks authentic selling looks like in an age when customers are more educated than ever and how brands can move from being transactional to being a trusted partner. Ryan also shares the steps he's taken to build up marketing at G2.com and the lessons he's been learning. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:30:40

Rachel Hepworth, Head of Growth Marketing at Slack

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

2019/02/14

Startup growth is on our minds, so this week, we're bringing back a popular episode from our archives: our interview with Rachel Hepworth who leads growth marketing at Slack. Her team oversees the full marketing funnel, from demand generation to product marketing, customer activation, expansion and monetization. And many of the strategies she shared are ones that apply directly to any startup looking to scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:36:30

Coda’s Shishir Mehrotra on rethinking docs from scratch

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

2019/02/07

Coda’s Shishir Mehrotra on rethinking docs from scratch

en

00:36:32

Understanding your ideal customers and how to sell to...

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

2019/01/31

What gets you to your first $50 million is not what’s going to get you to $100 million. You've got to constantly review your ideal customer profile, positioning and sales strategies. In today's episode, we'll hear from leaders like Des Traynor, April Dunford, Doug Landis, Steli Efti, and Sydney Sloan speak to those topics and more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:28:10

Salesforce’s Mike Kreaden on how to build a platform...

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

2019/01/24

Becoming a platform doesn’t happen overnight. Nobody knows this better than who Mike Kreaden who has spent close to 20 years building the Salesforce ecosystem. He joined the Inside Intercom podcast to discuss knowing when it’s the right time to become a platform, and why a true platform is one that focuses on developer success. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:29:23

Paul Adams, VP of Product, Intercom on avoiding the...

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

2019/01/17

As Intercom grew from 15 people to over 500, our VP of Product Paul Adams started to notice a pattern in the product and team issues he was dealing with. The pattern was this: You realize something’s broken, you try to fix it, you over-correct, and finally you find balance. Paul shares how he tried to break this pattern at the 2017 Inside Intercom World Tour. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

487 results

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