x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

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

00:30:17

Eric Siu, CEO at Single Grain

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

2018/03/29

Eric Siu has helped some of the biggest brands in tech, including Amazon, Lyft, Intuit and Salesforce, grow their revenue. Also the host of two podcasts – Marketing School and Growth Everywhere – using content to nurture and ultimately convert leads is Eric’s sweet spot. In this chat with Intercom's Adam Risman, Eric explains why content is a channel worthy of early investment, the tactics he sees as underutilized, when to ask your audience for something in return, and more. See Privacy Policy at

en

00:31:31

Brian Rothenberg, VP and GM at Eventbrite

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

2018/03/22

Five years ago Brian Rothenberg joined Eventbrite to start its cross-functional growth team. Fast forward to today, and Eventbrite is the world's largest self-service event ticketing and registration platform. In conversation with Intercom's Adam Risman, Brian explains why a company’s mission and growth are inextricably linked, how he built momentum for Eventbrite’s growth team in its earliest days, the nuances of growth for marketplaces and more. See Privacy Policy at https://art19.com/privacy and

en

00:27:05

Will Larson, Foundation Engineering at Stripe

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

2018/03/15

Will Larson has managed infrastructure teams for some of the biggest names in software. Today, he’s leading Foundation Engineering at Stripe, where his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. In this chat with Intercom engineering manager Todd Royal, Will shares how he keeps his team innovating, when to hire generalists vs. specialists, the nuances of managing in a high growth environment, and more. See Privacy Policy at

en

00:28:07

Dan Swift, CEO at Empire Selling

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

2018/03/08

As a former sales leader at LinkedIn and Sprinklr, Dan Swift has been up close and personal with driving high growth. Today with his company Empire Selling, Dan's helping B2B companies grow revenue and deepen customer relationships through digital and social selling training. In this episode, he breaks down the challenges and rewards of sales at high growth companies, the do's and don'ts of social selling techniques, how salespeople can use content to play the role of trusted advisor, and

en

00:30:46

Joel Califa, Senior Product Designer at GitHub

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

2018/03/01

A product designer at a growing company has two key constituents: their users and their business. In his recent post “Subverted Design”, GitHub Senior Product Designer Joel Califa reminds us that if we gear too far to toward the latter, we can lose sight of our all-important users in the process. He joins Intercom's Adam Risman to talk about the root cause of subverted design, the shifting responsibilities of a designer, how to make a big impact with small design changes and much more. To get

en

00:29:24

Lessons in user onboarding with Samuel Hulick, Casey...

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

2018/02/22

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. Related resources:Our book, Intercom on OnboardingThe Onboarding Starter Kit – our guide to a well crafted messaging campaignC.A.R.E. – a simple framework for user

en

00:32:14

Erika Hall, Mule Design

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

2018/02/15

Erika Hall, co-founder of Mule Design, returns to the Inside Intercom podcast fresh from authoring a new book, Conversational Design. As voice and chat interfaces mature, she discusses the connection between human conversation how designers should think about interaction and interface design. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:33:10

Exploring design systems with Rune Madsen

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

2018/02/08

In his 2017 keynote talk, "The User Experience of Design Systems", veteran designer, artist and educator Rune Madsen dissected not only the benefits of design systems, but also the overlooked negative consequences he sees in terms of how they’re being applied today. Specifically, are we now over-templatizing products in a way that benefits the builder, but not the user? Emmet Connolly, Director of Product Design at Intercom, sits down with Rune to go deeper on the topic. See Privacy Policy at

en

00:30:49

Rachel Hepworth, Head of Growth Marketing at Slack

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

2018/02/01

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. That company, of course, is Slack, and in this conversation, Rachel shares why Slack needed to invest in growth marketing, where her team started, how they've partnered with Slack's rapidly scaling sales team, and more. See Privacy Policy at https://art19.com/privacy and California Privacy

en

00:29:36

Siqi Chen, former VP of Growth at Postmates

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

2018/01/25

In the first of a series of conversations with today's leading growth practitioners, we sit down with Siqi Chen, the former VP of Growth at Postmates. Siqi advocated for and founded the growth team at Postmates, and here he explains where his team found the low-hanging fruit in its earliest days, when being data-driven goes too far, the values that guided his growth team and much more. Siqi took a new role the end of 2017 as CPO at GloStation, an Alibaba-backed VR escape room experience, and he

en

00:28:39

Rewind: Jean Hsu on people-centric management

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

2018/01/18

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 conversation with Intercom's Adam Risman, 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. See Privacy Policy at https://art19.com/privacy and

en

00:37:21

Lessons in marketing: Des Traynor, Kristina...

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

2018/01/11

From where to make your first marketing hire (and where they should get started) to when and how to use tactics like content or demand generation, we look back at our favorite marketing lessons and insights from past episodes. Guests include Des Traynor, Krithika Muthukumar, Joanna Wiebe, Sujan Patel, Lucy Allen, Everett Katigbak and Kristina Halvorson. If you find these lessons helpful, check out our newest book, Intercom on Marketing. You can get your free copy today at Intercom.com/books See

en

00:36:46

Talking 2018 product trends with Des Traynor, Paul...

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

2018/01/04

How will trends like voice UI, augmented reality and AI push product builders in 2018? Co-founder Des Traynor, VP of Product Paul Adams and Director of Product Design Emmet Connolly break down the buzzwords, discuss new roles the industry will hire for this year, and examine whether we've reached a point where software has become commoditized. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:31:00

Hana Abaza, Head of Marketing at Shopify Plus

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

2017/12/28

Hana Abaza, Head of Marketing at Shopify, explains how to improve collaboration between sales and marketing teams, why you can’t view the marketing funnel as a linear process, the value of marketing operations, 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

00:31:01

2017 lessons learned with Des Traynor, Paul Adams and...

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

2017/12/21

How did 2017 change the way we build product at Intercom? Co-founder Des Traynor chats with VP of Product Paul Adams and Director of Product Design Emmet Connolly about what each learned in the past year – including how shipping nearly 150 customer-facing product changes in a single year changed the way we work, the way our views on bots evolved after releasing our own, why we built our own design system, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice

en

00:28:45

Melody Koh, Venture Partner at NextView Ventures

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

2017/12/14

Melody Koh was the very first product hire and Head of Product at Blue Apron, where she helped grow its customer base and revenue 25x in 3.5 years. Now with NextView Ventures, she joins Intercom co-founder Des Traynor to share her lessons learned on leading a team at scale, collaboration and managing a product that's both physical and digital in nature. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:32:19

Fergal Reid, Machine Learning Strategist at Intercom

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

2017/12/07

Somewhere between the media hype and command line interfaces, machine learning and AI do represent the opportunity to build better products. Fergal Reid, machine learning strategist at Intercom, chats with Des Traynor about what we can expect from this technology in the next few years, which realities are far away, and the considerations you must make if you choose to build in this space. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:24:51

Jenna Crane, Product Marketing Lead at Dropbox Paper

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

2017/11/30

Whether you’re at a brand-new startup, or launching a fresh offering under the umbrella of a name brand, you only get one chance to make a first impression with your product. Jenna Crane, product marketing lead for Dropbox Paper, shares why alignment with the product team from day one and a laser focus on user research are key to successfully bringing a new offering to market. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:28:31

Megan Sheridan, Manager of Events at Intercom

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

2017/11/22

In 2017 the Inside Intercom World Tour visited 10 cities with 12 speakers, each sharing the toughest lessons they've learned in the six-plus years of building Intercom. Megan Sheridan, our Manager of Events, takes us behind the scenes and explains why we've invested so heavily in events as part of our marketing mix, how we measure their success, and the principles at play to get started. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

en

00:29:15

Shaun Clowes, VP of Product Management at Metromile

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

2017/11/16

Shaun Clowes, VP of Product Management at Metromile and former Head of Growth at Atlassian, believes meaningful growth is fundamentally a product-related exercise. In this episode, he explains why activation is an ongoing challenge, shares his most successful retention strategies, 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

487 results

Similar Podcasts

Lead With AI

Tamara Nall

Linux in the Ham Shack

Black Sparrow Media

Data Engineering Podcast

Tobias Macey

Eye On A.I.

Craig S. Smith

Reflections

Livewire Labs