As more and more data gets stored in the cloud, proving that you can protect your customers’ data is not just a nice-to-have – it’s essential. In this episode we sit down to talk with aerospace engineer turned entrepreneur - Adam Markowitz, CEO of Drata. We talk about the SOC 2 framework, how to create a culture of security from scratch and how automation is key to turning a headache into a smooth operation. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https:/...
Jan 06, 2022•27 min•Ep 312•Transcript available on Metacast We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring: Karen Peacock, Intercom CEO Hubert Palan, founder and CEO of Productboard Amanda Renteria, CEO for Code for America Zanade Mann, founder of Black Women's Business Collective Janeen Uzzell, COO for Wikimedia Foundation Farhan Virji, Vice President of Customer Happiness at Later Will Larson, CTO of Calm Maggie Hott, Director of Sales at Webflow Des Traynor, Co-founder and CTO of Intercom Pa...
Dec 22, 2021•34 min•Ep 311•Transcript available on Metacast Software may be eating the world, but building and scaling products is still quite a challenge. So how do you get past the awkward “cold start problem” of zero users and build the networks that make your product thrive? Andrew Chen, partner at Andreessen Horowitz and author of The Cold Start Problem, joins Intercom Co-Founder and CSO Des Traynor to discuss. You can also listen to Andrew's previous outing on Inside Intercom here: https://www.intercom.com/blog/podcasts/andrew-chen-on-growth/ ...
Dec 16, 2021•30 min•Ep 310•Transcript available on Metacast Sound plays a considerable role in determining whether a product experience is good or not. This week on Inside Intercom, you’ll hear from our Senior Director of Product Design Emmet Connolly, Product Engineer Sam Murray, and Customer Support Specialist Robert Dunleavy on how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick. Note: This episode contains notification sounds, ambience and music. If you would prefer...
Dec 09, 2021•15 min•Ep 309•Transcript available on Metacast We’ve told you all about our products and features and the launches we’re excited about. Now, we take you behind the scenes and introduce you to the work of the people who make it happen. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Dec 02, 2021•26 min•Ep 308•Transcript available on Metacast Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Nov 25, 2021•29 min•Ep 307•Transcript available on Metacast From considering the channel and brand voice to matching the situation and the tone of the customers, can you ever really nail down the perfect message in customer service? This weeks guest - writing coach Leslie O'Flahavan - says you can and on this episode she explains how. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Nov 18, 2021•26 min•Ep 306•Transcript available on Metacast Samuel Hulick joins us to discuss their new product design framework — they call it Value Paths — for healthy, sustainable growth. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .
Nov 11, 2021•31 min•Ep 305•Transcript available on Metacast As your business grows, it’s only natural your brand grows with it. We chat with Scott Smith, Kira Bundlie, Kyle Benson, and Kristen Raymaker about Intercom’s branding and our recent brand refresh project. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Nov 04, 2021•19 min•Ep 304•Transcript available on Metacast We've seen just how the customer experience impacts revenue. So why do so many revenue-driven organizations keep treating support as a cost center? Intercom's Chief Revenue Officer, Leandra Fishman 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 ....
Oct 28, 2021•18 min•Ep 303•Transcript available on Metacast Guaranteeing a great experience for your customers isn’t hard, but are you actually delivering on that promise? Jeff Toister, author of The Guaranteed Customer Experience, joins us to talk about the key to earning (and keeping) our customers’ trust and business. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Oct 21, 2021•31 min•Ep 302•Transcript available on Metacast The role of a PM is riddled with variables and subtleties. Writing clear career paths gets rid of the uncertainty and helps you navigate your way up the ladder. On this episode Intercom's Senior Product Director Jane Honey discusses the perks of career ladders and what has changed in our approach since last time. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Oct 14, 2021•19 min•Ep 301•Transcript available on Metacast Back in 2018, we realized we needed to scale the APAC team to meet Intercom’s rapid growth. And thus, the Sydney office was born. Now, we hear from the Aussie team to learn how the journey has been. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Oct 07, 2021•10 min•Ep 300•Transcript available on Metacast Can digital platforms be the key to finally providing mental health services to children? Rebecca Egger believes so, and joins us to discuss how her company, Little Otter, is helping children access help when they need it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 30, 2021•28 min•Ep 299•Transcript available on Metacast Customer service expert Shep Hyken joins us to discuss his new book on how to design and create an experience that gets customers to return, again and again. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .
Sep 23, 2021•30 min•Ep 298•Transcript available on Metacast We hear it all the time: companies pitching themselves as the Uber of this and the Amazon of that. But rather than going after someone else’s domain, shouldn’t you create your own? Category design author Kevin Maney explains. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 16, 2021•28 min•Ep 297•Transcript available on Metacast Scaling a sales team is not for the faint of heart – for one, it’s not even that much about selling. In this week’s episode, we bring you insights from someone who’s done it not once, but twice - Webflow's Maggie Hott. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 09, 2021•39 min•Ep 296•Transcript available on Metacast As product-first businesses evolve, so do their product marketing needs. But is there a right way to set up your org for success? In this episode, our very own PMMs Ali Biggs, Jasmine Jaume, and Christine Sotelo-Dag tell us all about product marketing and how we do it here at Intercom. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Sep 02, 2021•16 min•Ep 295•Transcript available on Metacast From an epiphany in a small Dublin coffee shop to a company of 700 people across five offices all over the world – CEO Karen Peacock, Co-founders Des Traynor and Ciaran Lee tell the story of how we got here. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Aug 26, 2021•23 min•Ep 294•Transcript available on Metacast In this episode, Bobby Stapleton, our own Director of Customer Support, sat down with Dialpad's Dan O'Connell to talk about delivering an integrated customer experience and how that can transform customer support from a cost center into a profit one. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Aug 12, 2021•34 min•Ep 293•Transcript available on Metacast On this episode from the archives, email marketing strategist Val Geisler walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Aug 05, 2021•24 min•Ep 292•Transcript available on Metacast With the onset of the COVID-19 pandemic, a lot of companies stopped in their tracks and had to rethink everything. Others, however, hit the gas pedal. What exactly do you do when you’re in the process of scaling fast and a pandemic strikes? In this episode, Mark Rudden – Director of EMEA Sales at BrowserStack – answers that question. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 29, 2021•31 min•Ep 291•Transcript available on Metacast In this episode from the archives, Kayti Sullivan chats to Intercom's Kaitlin Pettersen about how companies need to create a customer success organization to grow customer relationships and revenue. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 22, 2021•35 min•Ep 290•Transcript available on Metacast IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 15, 2021•42 min•Ep 289•Transcript available on Metacast In this archive episode, Matt Rogers of Twilio and formerly Google discusses the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 08, 2021•32 min•Ep 288•Transcript available on Metacast In this episode, the Coda CEO and co-founder discusses his experience at Microsoft and YouTube, how SaaS has changed the rules, the rise of the "maker generation", and his vision for the future of docs. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jul 01, 2021•36 min•Ep 286•Transcript available on Metacast For the second Pride in a row, we're not able to take part in parades or march for equality. But in a year where everyone is asked to stay in, we share stories celebrating being out. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jun 24, 2021•20 min•Ep 285•Transcript available on Metacast As vaccination efforts soar and lockdowns ease, people are slowly leaving home and getting back to the office. But what can we do to make this transition as smooth as possible? In this week's episode, our Workplace Experience team walk us through the process of creating a safe space for everyone – from desk arrangements to air quality – and what the future of work will look like as we adapt to the new normal. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https:...
Jun 17, 2021•28 min•Ep 284•Transcript available on Metacast CEO of Guru, Rick Nucci, speaks with Kaitlin Pettersen, our Senior Director of Customer Support, and shares some great insights for anyone who wants to grow their product and build a world-class customer experience. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jun 10, 2021•33 min•Ep 283•Transcript available on Metacast In this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. Going forward, what exactly should your strategy look like, and where should you invest your resources? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info ....
Jun 03, 2021•35 min•Ep 282•Transcript available on Metacast 
