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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

00:27:47

Wade Foster, co-founder and CEO at Zapier

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

2017/11/09

Founded only six years ago in a small Midwestern college town, Zapier has built not only a workplace automation tool that connects with more than 800 apps, but also a profitable business. Co-founder and CEO Wade Foster explains how to market what appears like a technical product to non-technical users, why Zapier took a lean approach to fundraising, how and when to move your product upmarket, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:29:19

Sujan Patel, growth marketer and co-founder of Web...

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

2017/11/02

Sujan Patel, founder of the growth marketing agency Web Profits, has led digital marketing strategy for Salesforce, Mint, Intuit, Expedia, LinkedIn, Zillow and more. In this chat with Intercom's Adam Risman, he breaks down when a startup is ready for growth marketing, where they should start, and how to execute those tactics in a measurable way. 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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00:32:52

Joanna Wiebe, co-founder at Copy Hackers

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

2017/10/26

As the co-founder of Copy Hackers, Joanna Wiebe is on a mission to help startups use writing as a tool to grow their business. In this chat with Intercom's Geoffrey Keating she explains the biggest mistakes she sees startups making with their email strategies, how to improve subject lines, what bottled water can teach us about tag lines, 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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00:29:30

Jackie Bavaro, Head of Product Management at Asana

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

2017/10/19

Before Asana was a publicly available product, Jackie Bavaro was guiding the company’s product decisions behind the scenes as its first product manager. In this chat with Intercom Director of Product Management Brian Donohue, she shares the way her product team works, how they tackle scoping and prioritization, how to balance intuition with data, 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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00:13:54

Designing human experiences - an audio essay from...

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

2017/10/12

James Buckhouse, Founder of the Sequoia Creative Lab, shares this short story to inspire and remind us all that we’re never just designing pixels or features or new user flows. We’re designing complements to the human condition, and in the process, there’s a wealth of value to be found in the events happening around us on any given day. 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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00:29:02

Ryan Hoover, Founder at Product Hunt

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

2017/10/05

In 2013 Ryan Hoover founded Product Hunt, a community of product enthusiasts who share and discover new products every day. In this interview with Intercom's Adam Risman, Ryan talks about his journey from product management to founder, scaling a community of enthusiasts, and tips for founders to trying to stand out from the crowd. 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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00:29:27

Krithika Muthukumar, Product Marketing at Stripe

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

2017/09/28

As Stripe's first marketing hire four years ago, Krithika Muthukumar spanned anything from positioning and branding to developer campaigns, product launches to writing copy. In this interview with Intercom's Adam Risman, Krithika shares how the marketing team has evolved over the years, the importance of launching with intention, 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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00:27:31

John Barrows, sales trainer for fast-growing software...

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

2017/09/21

John Barrows is a sales trainer and consultant whose client list includes Dropbox, LinkedIn, Twilio, Salesforce, Bitly, New Relic and yes, even Intercom. In this chat with Intercom VP of Sales LB Harvey, John explains when a startup is ready for a dedicated sales team, how to better align sales and marketing, the traits that make for a promising sales hire, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:27:47

Emmet Connolly, Director of Product Design at Intercom

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

2017/09/07

Following an eight-year run at Google, where he designed Google Flights and co-founded Android Wear, Emmet Connolly joined Intercom as Director of Product Design in October 2014. In this chat with Intercom's John Collins, Emmet shares how he's evolved the way his team works as its grown, the importance of our design system in that process, how that system serves the product team as a whole, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:32:39

Dom Price, Head of R&D and Work Futurist at Atlassian

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

2017/08/31

As Head of R&D and Work Futurist at Atlassian, Dom Price travels the world studying how Atlassian teams work, and visiting with outside teams across industries to share insights, with the aim of keeping teams autonomous, innovative and nimble. In this episode he explains the importance of cognitive diversity in high performing teams, maintaining a culture of innovation at scale, how to check the health of our teams, and much more. See Privacy Policy at https://art19.com/privacy and California

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00:32:24

Casey Winters, Growth Advisor in Residence at...

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

2017/08/24

Before advising startups at Greylock Partners, Casey Winters played a prominent role in shaping the successful growth strategies at Pinterest and Grubhub. In a chat with Intercom's Adam Risman, he explains when a startup is ready for a dedicated growth team, the problems they should tackle first, user onboarding best practices, 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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00:28:55

Michael Margolis, UX Research Partner at GV

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

2017/08/17

As perhaps the only UX researcher on staff at a VC fund, Michael Margolis is parachuting into startups year-round to help them better understand their users. In this chat with Intercom Director of Research Sian Townsend, Michael walks us through his "start at the end" research framework, the ways in which he quickly develops rapport with new product teams, how to conduct research faster, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:29:36

Kristina Halvorson, founder and CEO at Brain Traffic

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

2017/08/10

As the author of "Content Strategy for the Web" and founder of the content consultancy Brain Traffic, Kristina Halvorson has built her career around connecting with audiences and users and spurring them to action. In this chat with Intercom managing editor John Collins, she explains the evolving definition of content strategy, how it intersects with content marketing, the common mistakes many startups make with content, and more. See Privacy Policy at https://art19.com/privacy and California

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00:28:38

James Buckhouse, Founder at Sequoia Creative Lab

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

2017/07/27

James Buckhouse spent nearly a decade as an animator at Dreamworks, helping craft the Shrek and Madagascar franchises. Today he's the founder of the Sequoia Creative Lab, where his team applies story-driven design to products and experiences for Sequoia and its portfolio companies. In this chat with Intercom's Stewart Scott-Curran, James explains what film can teach us about designing products, exercises your team can do to uncover your own product’s story, and much more. See Privacy Policy at

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00:29:23

Karen Church, Senior Manager of Product Analytics at...

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

2017/07/20

Karen Church joined Intercom from Yahoo in January 2016. Her mission: create and lead a cross-functional team of data analysts, data scientists and data engineers. In this conversation with Intercom editor Geoffrey Keating, she explains the metrics the matter most to her team, the importance of storytelling in her work, how to democratize data across a company, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:35:42

Jason Calacanis talks angel investing

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

2017/07/13

Jason Calacanis is one of the most successful angel investors in Silicon Valley and was one of the very first in the door at Uber, Thumbtack, Robinhood and Wealthfront. In this conversation with Intercom's Des Traynor, Jason explains the qualities he looks for in founders, when they should begin pitching angel investors, how to approach valuation, 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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00:25:34

Jeetu Patel, SVP of Platform at Box

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

2017/07/06

In less than two years, Jeetu Patel has taken Box Platform from a mere idea to an open platform with more than 175 partners building Box content management into their own products. In this episode, Jeetu explains how startups today can repeat Box's process. He covers how a product team's mindset must change, building relationships with developers, and why your customers – not your competition – should dictate your integration strategy. See Privacy Policy at https://art19.com/privacy and California

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00:30:10

Charity Majors, co-founder at Honeycomb

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

2017/06/29

In this chat with Intercom software engineer Ingrid Epure, Honeycomb co-founder and veteran infrastructure engineer Charity Majors explains when your startup actually needs a dedicated ops team, why engineers need to get comfortable with failure, the role cross-pollination plays in a healthy engineering culture, 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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00:25:54

The transition from startup to scale-up, with Joe Haslam

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

2017/06/22

Joe Haslam, a startup founder and professor at IE Business School with a focus on how to scale companies, breaks down the common pitfalls cause premature scaling, paths to growth outside the Silicon Valley norm, the pros and cons of getting big, 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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00:26:17

Martin Eriksson, co-founder at Mind the Product

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

2017/06/15

With his new book, Product Leadership: How Top Product Managers Launch Awesome Products and Build Successful Teams, hot off the press, Martin Eriksson chats with Intercom's Adam Risman about what skills define successful product leaders, how startups should approach their first product leadership hire, 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

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