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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

00:39:01

Nick Caldwell, VP of Engineering at Reddit

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

2018/08/16

When he joined Reddit, VP of Engineering Nick Caldwell's mandate was to grow the team from 35 people to 100. But he had no managers. In this episode, Nick talks with Darragh Curran, VP of Engineering at Intercom, about the hallmarks of excellent engineering leadership and the importance of preserving culture and building trust as a new leader. 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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00:30:47

Lili Cheng, VP of AI and Research at Microsoft

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

2018/08/09

For more than 20 years, Lili Cheng has been shaping the way we chat — first with Comic Chat, a graphical IRC built into Internet Explorer in the mid ’90s and now as Microsoft’s VP of AI and Research, where she oversees the companies Bot Framework. In conversation with Intercom's Adam Risman, she explains how bots and humans complement one another, when to give your chatbot a personality, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:29:12

Claire Vo, VP of Product Management at Optimizely

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

2018/08/02

Every product manager knows the importance of running experiments. But as your company scales, managing hundreds of those experiments – and democratizing access to their learnings – becomes increasingly difficult. Claire Vo, VP of Product Management at Optimizely, shares her best practices for maintaining a culture of experimentation as you grow. 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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00:29:42

Baremetrics’ Josh Pigford on launching – and pivoting...

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

2018/07/26

One of the hardest moments of Josh Pigford’s career came with the surprise news that his company, Baremetrics, had just six to eight weeks of runway left. In conversation with Adam Risman, he talks about how to use funding wisely to fuel company growth, the pitfalls to avoid, and the importance of cultivating a team culture that stays resilient in the face of challenges. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:29:26

Turning engineers into leaders with Jean Hsu and...

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

2018/07/19

After coaching 100+ tech leads, managers, directors, VPs, and CTOs, Jean Hsu and Edmond Lau are distilling their most valuable lessons into workshops and online courses through their company, Co Leadership. In conversation with Intercom's Louis Bennett, they explain the difference between leadership and management, the power of positive feedback, and why trust is the foundation of the most effective engineering teams. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:31:37

Elad Gil on charting a path through hyper growth

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

2018/07/12

Elad Gil has seen hyper growth from all angles. During his time at Google and Twitter, both companies grew headcount by 10x or more. He's also invested in and advised Airbnb, Coinbase, Instacart, Square and Stripe, and has published a new book, the High Growth Handbook. In conversation with Intercom's Adam Risman, he breaks down some of the toughest challenges that come with hyper growth – and his approach to solving them. See Privacy Policy at https://art19.com/privacy and California Privacy

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00:30:57

Doug Landis, Growth Partner at Emergence Capital

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

2018/07/05

Doug Landis, Growth Partner at Emergence Capital and former Chief Storyteller at Box, explains how craft a narrative that compels buyers into action, the three stories every salesperson needs to know, how to fix your pitch deck, and more. 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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00:29:53

Lessons in growth with Andrew Chen, Gina Gotthilf,...

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

2018/06/28

Meaningful growth is about connecting more people to the value of your product, so they become loyal, long-term, paying customers, who share it with others. Pulled from some of our favorite growth-focused conversations to date, Andrew Chen, Shaun Clowes, Casey Winters, Gina Gotthilf, Sean Ellis and Brian Rothenberg share their best practices. Interested in getting more growth lessons? Grab a copy of our newest book, The Growth Handbook, at intercom.com/books. See Privacy Policy at

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00:31:34

Max Altschuler, CEO at Sales Hacker

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

2018/06/21

As CEO at Sales Hacker and a former sales leader at Udemy, Max Altschuler believes the best sales teams are those who can do more with less. So what makes a more efficient sales team? Max shares the strategies and processes he's used to grow his companies, tips for hiring better performing salespeople, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:30:17

Laura Klein on improving chemistry in product teams

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

2018/06/14

Startup advisor and author of "Build Better Products" Laura Klein joins Intercom's Adam Risman to share what product teams can learn from heist movies, how to align business goals with user needs, collaboration tips, and much more. 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

Sean Ellis, CEO at Growth Hackers

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

2018/06/07

From finding a North Star Metric to experimenting across the full customer journey, Sean Ellis, founder and CEO at GrowthHackers and Dropbox's first marketer, shares his formula for creating sustainable, long-term growth in a business. 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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00:31:01

Steli Efti, CEO at Close.io

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

2018/05/31

Close.io CEO Steli Efti believes the key to success in sales is qualifying leads well. That means selling only to prospects you truly believe you can help, and in conversation with Intercom's Adam Risman, Steli shares the do’s and don’ts of that determination process. 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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00:26:29

Matt Sornson, Head of Growth Marketing at Clearbit

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

2018/05/24

As the Head of Growth Marketing at Clearbit, a company that surfaces data to helps sales and marketing teams fuel growth, Matt Sornson knows data-driven growth inside and out. In conversation with Intercom's Adam Risman, he explains the mistakes he sees marketers making most often with data, the strategy behind his team's long-form content marketing efforts, and more. 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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00:34:47

Bob Moesta on unpacking customer motivations

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

2018/05/17

Bob Moesta, President and CEO of The Re-Wired Group and a pioneer of the Jobs-to-be-Done framework, has helped develop more than 3,500 products and services. Intercom co-founder Des Traynor welcomes him back to the podcast to talk about how we can continue getting better at unpacking customer motivations. 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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00:35:24

Andrew Chen, General Partner at Andreessen Horowitz

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

2018/05/10

What do Dropbox, Uber, AngelList, Front, Gusto and Boba Guys have in common? All have benefited from the sage advice of growth expert Andrew Chen. Now a General Partner at Andreessen Horowitz, Andrew shares his latest thinking on viral growth, user acquisition, "The Law of Shitty Clickthroughs" and more. 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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00:32:15

Rohini Pandhi, Product Lead at Square

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

2018/05/03

Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sits down with Intercom Senior Product Manager Michelle Fitzpatrick to share her tips for staying close to customers, parsing feedback and prioritization at scale. 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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00:29:51

Nir Eyal on designing healthy habits

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

2018/04/26

Nir Eyal's best-selling book "Hooked" explores how to design habit-forming products. In conversation with Intercom's Adam Risman, he explains how to create healthy habits, how to avoid bad ones, and what questions thoughtful product designers should be asking themselves as they make frequency improvements within their product. 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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00:30:40

How to run less software, featuring Intercom's Rich...

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

2018/04/19

In engineering, you want to move fast, ship often and solve real customer problems. Yet competition and the exponential rate of change in software push against that mission. Enter our philosophy of Run Less Software. It means reducing choices amongst engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich Archbold, Senior Director of Engineering at Intercom, explains all. See Privacy Policy at https://art19.com/privacy and

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00:23:50

Zack Onisko, CEO at Dribbble

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

2018/04/12

As the CEO of Dribbble, a global community and invite-only platform for designers to share and find work, Zack Onisko faces a unique challenge: growing a gated product. In this conversation with Intercom Director of Brand Design Stewart Scott-Curran, Zack explains the similarities between how designers and growth marketers solve problems, why Dribbble has remained invite-only, how grassroots events have grown the Dribbble brand, and much more. See Privacy Policy at https://art19.com/privacy and

en

00:30:53

Gina Gotthilf, former VP of Marketing and Growth at...

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

2018/04/05

As VP of Marketing and Growth at Duolingo, Gina Gotthilf played a key role in getting the app to more than 200 million users. And these aren’t just signups who’ve gone dark; Duolingo users complete 7 billion lessons each month. In a chat with Intercom's Adam Risman, Gina shares how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

487 results

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