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Inside Intercom Podcast

Intercom

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On the Inside Intercom podcast you will hear the team from Intercom interview makers and do-ers from the worlds of product management, design, startups and marketing.
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Scale #8 - How to kickstart billion dollar companies like Instacart and Instagram

31:09 | May 2nd

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 ...Show More
Andrew Chen, General Partner at Andreessen Horowitz

35:24 | May 10th, 2018

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 a...Show More
Joanna Wiebe, co-founder at Copy Hackers

32:52 | Oct 26th, 2017

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 s...Show More
Measuring the voice of the customer with Wootric's Deepa Subramanian

26:32 | May 23rd

This week our Director of Product Management, Paige Costello, talks with Deepa Subramanian, CEO of Wootric, about the critical points of the user experience that companies need to measure, how Wootric's been able to apply machine learning to their pl...Show More
The story of building Product Tours

23:32 | May 16th

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...Show More
Scale #9 - The future of customer acquisition with HubSpot’s Meghan Keaney Anderson

30:19 | May 9th

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 HubSp...Show More
Intercom on Product – New series with Des Traynor and SVP of Product Paul Adams

22:53 | Apr 29th

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.
Scale #7 - The ugly side of growth

17:14 | Apr 25th

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 he...Show More
Rick Nucci, CEO of Guru, on automation and the customer experience

33:11 | Apr 22nd

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...Show More
Scale #6 - Should you disrupt or create a category? Lessons from Gainsight's CMO Anthony Kennada.

19:02 | Apr 18th

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. Ther...Show More
Scale #4 - How to build a billion dollar sales team like Stripe

26:19 | Apr 4th

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 Je...Show More
Scale #1 - How to be customer centric in a high growth environment

19:47 | Mar 14th

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 hyperg...Show More
User onboarding best practices with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

29:30 | Mar 7th

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 ...Show More
HubSpot’s Kieran Flanagan on product-led growth

27:55 | Feb 28th

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

30:36 | Feb 21st

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 transactiona...Show More
Rachel Hepworth, Head of Growth Marketing at Slack

30:40 | Feb 14th

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 prod...Show More
Understanding your ideal customers and how to sell to them

36:32 | Jan 31st

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...Show More
Salesforce’s Mike Kreaden on how to build a platform to drive growth

28:10 | Jan 24th

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 becom...Show More
Paul Adams, VP of Product, Intercom on avoiding the pendulum swing when problem-solving

29:23 | Jan 17th

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 f...Show More
How bots, messengers and apps will define 2019 with Des Traynor, Paul Adams and Emmet Connolly

32:55 | Jan 10th

How bots, messengers and apps will define 2019 with Des Traynor, Paul Adams and Emmet Connolly
Des Traynor, Paul Adams and Emmet Connolly on 2018 product and design lessons

38:15 | Jan 3rd

Intercom co-founder Des Traynor hosts a roundtable discussion with VP of Product Paul Adams and Director of Product Design Emmet Connolly to discuss what they've learned this year about scaling a product and a team. They talk about the fundamentals o...Show More
Sujan Patel on scaling growth with chatbots

30:04 | Dec 20th, 2018

Sujan Patel – a serial entrepreneur and industry leader – is no stranger to finding the cutting edge in growth. He sits down with Intercom's Dustin Crawford to chat about the rise of chatbots, the most effective ways he’s seen them being used, and wh...Show More
Facebook Workplace’s Julien Codorniou on turning companies into communities

28:31 | Dec 13th, 2018

We sat down with Julien Codorniou, VP for Workplace by Facebook, to get a behind the scenes look into running a startup inside of Facebook, how they're building a less disruptive communication platform, and how they're reinventing the B2B sales and m...Show More
Ambient Strategy‘s April Dunford on what marketers get wrong about positioning

24:19 | Dec 6th, 2018

Ambient Strategy‘s April Dunford joins Intercom's Geoffrey Keating at the SaaStock conference in Dublin to discuss the ins and outs of positioning your product, why you should avoid marketing pixie dust, and how to stand out in a crowded space
ProfitWell’s Patrick Campbell on the art and science of pricing

35:05 | Nov 29th, 2018

ProfitWell’s Patrick Campbell on the art and science of pricing
Matt Hodges on being Intercom's first product marketer

25:20 | Nov 22nd, 2018

Product marketing is about getting people to understand not just what you're building, but why they should care about what you're building. Matt joined Intercom in 2014 and immediately saw the need to tell a better Intercom story, one that captures p...Show More
Mongo DB's Meagen Eisenberg on the must-have marketing tech stack

22:48 | Nov 15th, 2018

Mongo DB's Meagen Eisenberg on the must-have marketing tech stack
Sabrina Gordon on growing customer support in a product-first company

15:41 | Nov 8th, 2018

When products change rapidly to keep up with an evolving market, how can customer support teams keep up? At the Inside Intercom World Tour last year, Intercom's Customer Support Manager Sabrina Gordon shared best practices for keeping customers happy...Show More
David Skok on the metrics every SaaS company should be tracking

27:05 | Nov 1st, 2018

Matrix Partners' David Skok joins the Inside Intercom podcast to discuss why metrics are so important to SaaS companies today.
The myths of product market fit with Intercom's Greg Davis

20:49 | Oct 25th, 2018

Many teams think product growth will come once they find product market fit. At the Intercom World Tour last year, Group Product Marketing Manager Greg Davis explained why product market fit wouldn't protect you from encroaching competition or guaran...Show More
SalesLoft's Sydney Sloan on championing the customer experience

38:18 | Oct 18th, 2018

SalesLoft's Sydney Sloan chats mapping the buyer's journey, achieving customer bliss, and much more.
Rise of the bots

28:40 | Oct 11th, 2018

Chatbots have opened a new way for businesses to connect with their customers and automate workflows. We gathered best practices learned from past interviews with Lili Cheng, Ericka Hall, Fergal Reid and Steli Efti to understand how organizations can...Show More
Des Traynor's lessons on scaling a team

26:17 | Oct 4th, 2018

It’s tempting to think that all problems with business growth can be solved with a better product or a better go-to-market strategy. But as Intercom has grown, we’ve come to see the truth in what business consultant Jerry Weinberg once said: “No matt...Show More
Jake Knapp on redesigning the way we work

35:17 | Sep 27th, 2018

Jake is a renown UX designer and author best known for creating the design sprint process while he was at Google. In his latest book, Make Time, Jake and his coauthor John Zeratsky explain how the powerful framework behind design sprints can be appli...Show More
Sales and marketing alignment with Intercom's Jeff Serlin and Brian Kotlyar

36:37 | Sep 20th, 2018

All's well when revenue is growing up and to the right, but what happens when the business misses a sales target? That's when sales and marketing fingerpointing takes place, and constructive partnership grinds to a halt. We brought Intercom's Directo...Show More
Brian Donohue, Director of Product Management at Intercom

24:39 | Sep 13th, 2018

Product-first thinking has been the north star for many teams when it comes to product development, but it comes with hidden traps as your organization grows -- especially when it comes to marketing. Brian Donohue explains the stumbling blocks that p...Show More
How to tell your company story, with Intercom's Jeff Gardner

20:05 | Sep 6th, 2018

When you're starting up, your company story may be all that you've got to convince others that your product matters. At the Inside Intercom World Tour last year, our Head of Platform Partnerships, Jeff Gardner, broke down the elements of great storyt...Show More
GV’s Kate Aronowitz and Vanessa Cho on leading through design

29:02 | Aug 30th, 2018

As your company scales, the tactics and strategy that got you from A to B aren't going to get you from B to C. GV Design Partners Kate Aronowitz and Vanessa Cho joined Intercom's Director of Brand Design Stewart Scott-Curran in the studio to discuss ...Show More
Design in interesting times with Intercom's Emmet Connolly

29:13 | Aug 23rd, 2018

Business growth unlocks all sorts of good things, but it also introduces increasing complexity. How can leaders manage complexity to keep it from negatively impacting their products and teams? Intercom's Director of Product Design, Emmet Connolly, ex...Show More
Nick Caldwell, VP of Engineering at Reddit

39:01 | Aug 16th, 2018

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 engi...Show More
Lili Cheng, VP of AI and Research at Microsoft

30:47 | Aug 9th, 2018

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...Show More
Claire Vo, VP of Product Management at Optimizely

29:12 | Aug 2nd, 2018

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 ...Show More
Baremetrics’ Josh Pigford on launching – and pivoting – quickly

29:42 | Jul 26th, 2018

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 grow...Show More
Turning engineers into leaders with Jean Hsu and Edmond Lau

29:26 | Jul 19th, 2018

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 Benne...Show More
Elad Gil on charting a path through hyper growth

31:37 | Jul 12th, 2018

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 H...Show More
Doug Landis, Growth Partner at Emergence Capital

30:57 | Jul 5th, 2018

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.
Lessons in growth with Andrew Chen, Gina Gotthilf, Casey Winters and more

29:53 | Jun 28th, 2018

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 Clo...Show More
Max Altschuler, CEO at Sales Hacker

31:34 | Jun 21st, 2018

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 comp...Show More
Laura Klein on improving chemistry in product teams

30:17 | Jun 14th, 2018

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.
Sean Ellis, CEO at Growth Hackers

28:38 | Jun 7th, 2018

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.
Steli Efti, CEO at Close.io

31:01 | May 31st, 2018

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 dete...Show More
Matt Sornson, Head of Growth Marketing at Clearbit

26:29 | May 24th, 2018

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 s...Show More
Bob Moesta on unpacking customer motivations

34:47 | May 17th, 2018

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 co...Show More
Rohini Pandhi, Product Lead at Square

32:15 | May 3rd, 2018

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...Show More
Nir Eyal on designing healthy habits

29:51 | Apr 26th, 2018

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

30:40 | Apr 19th, 2018

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...Show More
Zack Onisko, CEO at Dribbble

23:50 | Apr 12th, 2018

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,...Show More
Gina Gotthilf, former VP of Marketing and Growth at Duolingo

30:53 | Apr 5th, 2018

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 Interco...Show More
Eric Siu, CEO at Single Grain

30:17 | Mar 29th, 2018

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 ...Show More
Brian Rothenberg, VP and GM at Eventbrite

31:31 | Mar 22nd, 2018

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 Ris...Show More
Will Larson, Foundation Engineering at Stripe

27:05 | Mar 15th, 2018

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....Show More
Dan Swift, CEO at Empire Selling

28:07 | Mar 8th, 2018

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 a...Show More
Joel Califa, Senior Product Designer at GitHub

30:46 | Mar 1st, 2018

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 s...Show More
Lessons in user onboarding with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

29:24 | Feb 22nd, 2018

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, J...Show More
Erika Hall, Mule Design

32:14 | Feb 15th, 2018

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 th...Show More
Exploring design systems with Rune Madsen

33:10 | Feb 8th, 2018

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 bein...Show More
Rachel Hepworth, Head of Growth Marketing at Slack

30:49 | Feb 1st, 2018

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 ...Show More
Siqi Chen, former VP of Growth at Postmates

29:36 | Jan 25th, 2018

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 fo...Show More
Jean Hsu, engineering leadership coach

30:11 | Jan 18th, 2018

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...Show More
Lessons in marketing: Des Traynor, Kristina Halvorson, Sujan Patel, Joanna Wiebe and more

37:21 | Jan 11th, 2018

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 Tray...Show More
Talking 2018 product trends with Des Traynor, Paul Adams and Emmet Connolly

36:46 | Jan 4th, 2018

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 f...Show More
Hana Abaza, Head of Marketing at Shopify Plus

31:00 | Dec 28th, 2017

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

31:01 | Dec 21st, 2017

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-f...Show More
Melody Koh, Venture Partner at NextView Ventures

28:45 | Dec 14th, 2017

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 ...Show More
Fergal Reid, Machine Learning Strategist at Intercom

32:19 | Dec 7th, 2017

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 th...Show More
Jenna Crane, Product Marketing Lead at Dropbox Paper

24:51 | Nov 30th, 2017

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...Show More
Megan Sheridan, Manager of Events at Intercom

28:31 | Nov 22nd, 2017

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 wh...Show More
Shaun Clowes, VP of Product Management at Metromile

29:15 | Nov 16th, 2017

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 s...Show More
Wade Foster, co-founder and CEO at Zapier

27:47 | Nov 9th, 2017

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 app...Show More
Sujan Patel, growth marketer and co-founder of Web Profits

29:19 | Nov 2nd, 2017

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...Show More
Jackie Bavaro, Head of Product Management at Asana

29:30 | Oct 19th, 2017

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 p...Show More
Designing human experiences - an audio essay from James Buckhouse

13:54 | Oct 12th, 2017

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, t...Show More
Ryan Hoover, Founder at Product Hunt

29:02 | Oct 5th, 2017

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 comm...Show More
Krithika Muthukumar, Product Marketing at Stripe

29:27 | Sep 28th, 2017

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 marke...Show More
John Barrows, sales trainer for fast-growing software companies

27:31 | Sep 21st, 2017

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 de...Show More
Emmet Connolly, Director of Product Design at Intercom

27:47 | Sep 7th, 2017

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 evolve...Show More
Dom Price, Head of R&D and Work Futurist at Atlassian

32:39 | Aug 31st, 2017

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 thi...Show More
Casey Winters, Growth Advisor in Residence at Greylock Partners

32:24 | Aug 24th, 2017

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 grow...Show More
Michael Margolis, UX Research Partner at GV

28:55 | Aug 17th, 2017

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 ...Show More
Kristina Halvorson, founder and CEO at Brain Traffic

29:36 | Aug 10th, 2017

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...Show More
James Buckhouse, Founder at Sequoia Creative Lab

28:38 | Jul 27th, 2017

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 Sequ...Show More
Karen Church, Senior Manager of Product Analytics at Intercom

29:23 | Jul 20th, 2017

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 t...Show More
Jason Calacanis talks angel investing

35:42 | Jul 13th, 2017

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...Show More
Jeetu Patel, SVP of Platform at Box

25:34 | Jul 6th, 2017

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 p...Show More
Charity Majors, co-founder at Honeycomb

30:10 | Jun 29th, 2017

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

25:54 | Jun 22nd, 2017

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 ...Show More
Martin Eriksson, co-founder at Mind the Product

26:17 | Jun 15th, 2017

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...Show More
Marc Hedlund, CEO at Skyliner

34:47 | Jun 8th, 2017

Skyliner co-founder and former Stripe and Etsy VP Marc Hedlund opens up about what he's learned from past startups, lessons in engineering management, how to begin correcting tech's diversity problems, and more.
Amy Thibodeau, Content Strategy Lead at Shopify

32:33 | Jun 1st, 2017

How do you better help new users understand what actions to take within your product? Amy Thibodeau, Content Strategy Lead at Shopify, explains how interface content done well can nudge users to success – and when crafted poorly can lead to frustrati...Show More
Mike Monteiro, co-founder at Mule Design

27:53 | May 25th, 2017

Mike Monteiro is the co-founder and design director of Mule Design and speaks frequently and passionately about both craft and business. In this conversation with Intercom's Stewart Scott-Curran, Mike explains the responsibilities designers have to t...Show More
Ali Rayl, Head of Global Customer Experience at Slack

28:12 | May 18th, 2017

In February 2013, Slack had no product, no customers and only 8 employees. One of those employees was Ali Rayl, who was tasked with creating the company's customer support experience. Today her team supports more than 5 million daily active users. In...Show More
John Saito, UX Writer at Dropbox

25:49 | May 11th, 2017

It’s often said that good product design is simple, and supporting all of the pixels and interactions we create are the simplest element of all, words. John Saito, UX writer at Dropbox and previously the very first UX writer at YouTube, explains how ...Show More
Kim Scott, author of Radical Candor

34:57 | May 4th, 2017

Nothing will drain your startup's talent pool faster than a bad manager. So what makes for a good one? Kim Scott, author of the bestselling book Radical Candor: Be a kickass boss without losing your humanity, explains how to create a culture of givin...Show More
Andrew Ofstad, co-founder at Airtable

30:05 | Apr 27th, 2017

How can product makers offer more functionality without making it harder for users to be successful? Andrew Ofstad, co-founder and Chief Product Officer at Airtable and former product manager at Google, explains why complexity slowly creeps in, how h...Show More
Des Traynor, co-founder at Intercom

30:54 | Apr 20th, 2017

Des Traynor, co-founder and chief strategy officer at Intercom, recounts lessons and stories from the early days of the company and explains how they apply to those who are navigating early-stage startup life today.
Golden Krishna, Design Strategist at Google

31:22 | Apr 6th, 2017

Golden Krishna, author of The Best Interface is No Interface and a design strategist at Google, explains the trap of screen-centric thinking, what hardware can teach us about software design, and much more.
Edmond Lau, Engineer at Quip

28:05 | Mar 30th, 2017

Edmond Lau, author of The Effective Engineer and a leader on Quip's user growth and engagement team, shares how engineers can make a greater impact, avoiding the layers of product and organizational complexity that often block them, strategies for pr...Show More
Monal Chokshi, Head of UX Research at Lyft

32:39 | Mar 23rd, 2017

Monal Chokshi was hired as Lyft's first dedicated researcher and tasked with building out the ridesharing company's UX research team and culture – something she'd done successfully before at SoundCloud and Intuit. She shares how researchers can prove...Show More
Scaling product management with Intercom's Colin Bentley and Brian Donohue

34:18 | Mar 16th, 2017

Colin Bentley and Brian Donohue, Group Product Managers at Intercom and two of our first product hires, reflect on how their roles have changed at scale, what they’ve done to stay close to customers, learning to work with marketing and much more.
Everett Katigbak, Designer at Stripe

25:33 | Mar 9th, 2017

Everett Katigbak has played a key role in shaping the brands of Stripe, Facebook and Pinterest. In this chat with Intercom's Stewart Scott-Curran, he shares how brand design can support product and spread culture, the story behind Facebook's Analog R...Show More
Scott Belsky, Venture Partner at Benchmark Capital

24:43 | Feb 23rd, 2017

If your product is going to grow, new users need to find success with it, fast. Behance co-founder and Benchmark Capital venture partner Scott Belsky explains how to design your product’s first mile, and much more.
Janna Bastow, Co-Founder, Mind the Product

22:36 | Feb 16th, 2017

Janna Bastow, Co-Founder of Mind the Product and ProdPad, talks with Intercom's Adam Risman about how to build and scale product roadmaps, say no to feature requests and much more.
Jeff Gardner, Director of Customer Support at Intercom

25:58 | Feb 9th, 2017

Nearly five years ago Jeff Gardner became Intercom's first customer support hire. Today he manages a team of 50+, who are handling more than 25,000 customer conversations a month. In a chat with Intercom's Adam Risman, he explains how to keep your cu...Show More
Bridget Harris, CEO at YouCanBook.me

31:28 | Feb 2nd, 2017

Long before becoming a successful startup founder, Bridget Harris could be found busking Celtic Folk in London. In a conversation with Intercom's John Collins, she explains how her busking days shaped the way she runs YouCanBook.me, why she opted to ...Show More
Lessons in product: Julie Zhuo, Jason Fried, Michael Pryor and more

33:16 | Jan 26th, 2017

From pinpointing the Job-to-be-Done to creating successful users and knowing when it's time to rebuild a product, we look back at our favorite lessons and insights from past episodes. Guests include Julie Zhuo, Jason Fried, Matt Hodges, Michael Pryor...Show More
Tina Roth Eisenberg, Founder, Creative Mornings

27:44 | Jan 19th, 2017

Tina Roth Eisenberg, author of the Swiss Miss design blog and founder of Creative Mornings, TeuxDeux and Tattly, shares her tips for turning side projects into startups, why every founder must get a handle on sales, and how community can raise your s...Show More
Lucy Allen, General Manager and Head of Bay Area at Edelman

26:44 | Jan 12th, 2017

Lucy Allen has spent the past two decades working with technology companies of all sizes – from young startups to the likes of SAP and Adobe – to build their profile and share their stories. Here, she chats with Intercom's Jennifer Kutz about how to ...Show More
Talking product with Intercom's Des Traynor, Paul Adams and Emmet Connolly

35:49 | Jan 5th, 2017

Des Traynor sits down with Paul Adams, VP of Product, and Emmet Connolly, Director of Product Design, to discuss the biggest trends of the past year, including bots, conversational commerce, and voice UIs, as well as where product is headed in 2017.
Maria Giudice, VP of Experience Design at Autodesk

30:16 | Dec 15th, 2016

Maria Giudice, VP of Experience Design at Autodesk, talks to Intercom's Adam Risman about how to create an experience-centered culture, why everyone in your company needs exposure to customers, tackling guerrilla research, and much more.
Daniel Burka, Design Partner at GV

28:19 | Dec 8th, 2016

Daniel Burka has spent his career at the intersection of design and business leadership. He’s currently a design partner at GV (formerly Google Ventures) and spent the prior decade-plus helping technology companies with product design. Here, Daniel e...Show More
Hugh Durkin, Senior Product Manager at Intercom

22:38 | Dec 1st, 2016

Intercom Senior Product Manager Hugh Durkin chats with John Collins about why browsers – not apps – are the future of mobile consumption, what shopping centers and fast-food chains can teach us about building better software platforms, and much more.
Aarron Walter, VP of Design Education at InVision

25:42 | Nov 17th, 2016

Aarron Walter knows plenty about scaling a design team and culture. Before joining InVision as VP of Design Education, he started the experience design team at MailChimp. In this episode, Aarron chats with Intercom's Adam Risman about hiring for soft...Show More
Chase Clemons, Support Pro at Basecamp

33:03 | Nov 10th, 2016

Chase Clemons, Support Pro at Basecamp and host of the Support Ops podcast, talks with Intercom's Adam Risman about keeping your support team happy, eliminating knowledge silos, and why self-serve help content can't be an afterthought.
Lara Hogan, Engineering Director at Etsy

23:21 | Nov 2nd, 2016

Lara Hogan, Director of Engineering at Etsy, talks to Intercom's Geoffrey Keating about managing with empathy, tech's diversity problem, and her new book, Demystifying Public Speaking.
Elizabeth McGuane, Content Strategy Lead At Intercom

27:25 | Oct 27th, 2016

Intercom's Content Strategy Lead Elizabeth McGuane talks to Des Traynor about the importance of words in product building. Elizabeth's role is all about using language, tone and mental models to create better experiences for our customers.
Jeff Vincent, Product At Wistia

31:28 | Oct 20th, 2016

Jeff Vincent works on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. He chats to Intercom's Director of Customer Support, Jeff...Show More
Jared Spool, Founder Of User Interface Engineering

31:51 | Oct 13th, 2016

User Interface Engineering founder Jared Spool chats with Intercom's Des Traynor about his new design school, Center Centre. Jared shares why recent design graduates struggle in the workplace and what the Center Centre curriculum is doing differently...Show More
Elizabeth Yin, Partner at 500 Startups

23:09 | Oct 6th, 2016

Tasked with running 500 Startups’ Mountain View accelerator, Elizabeth Yin is helping some of tomorrow’s most exciting startups get off the ground. In this conversation with Intercom Managing Editor John Collins, Elizabeth explains the difficulties o...Show More
Ilya Fushman, General Partner at Index Ventures

33:56 | Sep 29th, 2016

As a General Partner at Index Ventures and the former Head of Product at Dropbox, Ilya Fushman knows plenty about how to scale your product and the challenges your team will face along the way. He shares his lessons learned on product roadmaps, build...Show More
Samuel Hulick, Founder, UserOnboard

32:05 | Sep 22nd, 2016

Onboarding isn't a metric, it's an outcome – successful users. And it's crucial to your product's survival. UserOnboard founder Samuel Hulick explains how to set users up for success, why your onboarding is always evolving, where to find inspiration ...Show More
Darragh Curran, VP of Engineering at Intercom

30:14 | Sep 15th, 2016

Shipping is your company's heartbeat, and at Intercom we're shipping code to production more than 100 times a day. Intercom VP of Engineering, Darragh Curran, talks with Co-Founder Des Traynor about how he's scaled the engineering team and culture be...Show More
Michael Pryor, CEO at Trello

34:54 | Sep 1st, 2016

Trello CEO and Fog Creek Software Co-Founder Michael Pryor talks with Intercom's Des Traynor about how to build and scale a mass-market software product. Their chat covers the ways Fog Creek’s previous products informed Trello, prioritizing feature r...Show More
Val Head, Interface Animation Designer

29:40 | Aug 25th, 2016

Intercom Director of Product Design Emmet Connolly chats with web and UI animation specialist Val Head. Val discusses designing animation for web vs mobile, the importance of establishing motion guidelines for your brand, where designers can get star...Show More
Hunter Walk, Partner at Homebrew

36:41 | Aug 18th, 2016

In a conversation with Intercom Content Marketing Manager Adam Risman, Hunter Walk reflects on his lessons learned as Director of Product Management at YouTube. He shares why empathy and prioritization are key for a product manager's success, and als...Show More
Erika Hall, Director of Strategy at Mule Design

35:42 | Aug 5th, 2016

Intercom Director of Brand Design Stewart Scott-Curran sits down with Erika Hall, Co-Founder and Director of Strategy at Mule Design. They chat about the importance of language in design, the role of trust in a client-designer relationship, why resea...Show More
Seattle Startup Panel, Inside Intercom World Tour

23:40 | Jul 28th, 2016

At the Seattle stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of founders from local startups. They talk finding an underserved market, fighting feature bloat, competition, and more. Panelists inc...Show More
Matt Hodges, Senior Director of Marketing at Intercom

32:09 | Jul 20th, 2016

Matt Hodges, Intercom's first marketer, shares how Job-to-be-Done can shape your product's story, his strategy for prioritizing marketing efforts in SaaS, tips for scaling a marketing team, and much more.
Toronto Startup Panel, Inside Intercom World Tour

22:01 | Jul 12th, 2016

At the Toronto stop of the Inside Intercom World Tour, Intercom content marketing manager Adam Risman hosts a panel of leaders from area startups. They talk competition, JTBD, growth, and more. Panelists include Caterina Rizzi, co-founder and CCO at ...Show More
Jason Fried, CEO at Basecamp

34:25 | Jul 1st, 2016

Intercom co-founder and chief strategy officer Des Traynor chats with Basecamp co-founder and CEO Jason Fried. Jason explains when to rebuild a successful product, why chat software in the workplace has gone overboard, what makes Basecamp's work cult...Show More
Boston Startup Panel, Inside Intercom World Tour

25:58 | Jun 23rd, 2016

At the Boston stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of leaders from local startups. It's all about how to start and scale a successful product. Panelists include Eli Rosen, VP of Customers Success at Dispa...Show More
New York Startup Panel, Inside Intercom World Tour

25:16 | Jun 16th, 2016

At the New York stop of the Inside Intercom World Tour, Forbes Senior Editor, Steve Bertoni, hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Lindsay Boyajian, CMO at Augment; Mike Bouffor...Show More
Julie Zhuo, VP of Product Design at Facebook

33:52 | Jun 9th, 2016

Julie Zhuo chats with Intercom content marketing manager Adam Risman about what makes great product design, establishing early design principles, team building, and much more. Plus, Intercom director of product design Emmet Connolly talks about his p...Show More
Paris Startup Panel, Inside Intercom World Tour

20:26 | Jun 2nd, 2016

At the Paris stop of the Inside Intercom World Tour, managing editor John Collins hosts a panel of local startup founders. The chat is all about what makes great product, and panelists include Jean-François Chianetta, co-founder and CEO at Augment; J...Show More
Poornima Vijayshanker, Founder At Femgineer

35:35 | May 25th, 2016

Poornima Vijayshanker is the founder of Femgineer, an education startup helping tech professionals advance their careers and build great product, while promoting inclusivity in the industry. In this episode, she chats with Intercom content marketing ...Show More
London Startup Panel, Inside Intercom World Tour

22:15 | May 18th, 2016

Intercom managing editor John Collins hosts a panel of London-based startups at the first stop of the Inside Intercom World Tour. It's a lively discussion about what makes great product, and panelists include Bridget Harris, CEO and co-founder of You...Show More
Bob Moesta, President At The Re-Wired Group

39:06 | May 12th, 2016

Intercom co-founder Des Traynor takes a deep dive into the Jobs-to-be-Done framework for innovation with Bob Moesta, President and CEO at The Re-Wired Group. Bob is a principal architect of JTBD and has had a hand in developing more than 3,500 produc...Show More
Andy Budd, CEO At Clearleft

32:51 | Apr 28th, 2016

Intercom co-founder Des Traynor chats with Clearleft CEO and design thought leader Andy Budd. Andy explains why young startups tend to prioritize development over design, the role designers will play in the new world of voice and chat-based UIs, and ...Show More
Sarah Hatter, Founder & CEO At CoSupport

35:16 | Apr 14th, 2016

Intercom customer support lead Sabrina Gordon chats with CoSupport founder and Elevate Summit host Sarah Hatter. Sarah shares how the world of customer support is evolving, how to build and scale an empathetic support culture, why great support impro...Show More
Tomasz Tunguz, Partner at Redpoint Ventures

30:41 | Mar 28th, 2016

Intercom co-founder and chief strategy officer Des Traynor chats with venture capitalist Tomasz Tunguz about what he looks for in a potential SaaS investment, the recent startup funding squeeze, and more.
Riley Newman, Head Of Data Science At Airbnb

27:14 | Mar 17th, 2016

Intercom content marketing manager Adam Risman talks with Riley Newman about the importance of early data investment for startups, making data accessible at scale, and why data is "the voice of the customer."
Chris Messina, Developer Experience Lead at Uber

36:35 | Feb 23rd, 2016

Intercom content marketing manager Adam Risman chats with Chris Messina about how conversational commerce – a new trend at the intersection of AI, bots, brands and messaging – is fundamentally changing the way we design, acquire and use apps.
Mike Davidson, Former VP of Design At Twitter

47:49 | Feb 11th, 2016

Emmet Connolly, Intercom Director of Product Design, talks to Mike Davidson about a range of design topics, including the design process behind Twitter's Moments, what to look for when hiring designers, and what the future of a Tweet might look like....Show More
Karen McGrane, Managing Partner, Bond Art + Science

37:41 | Jan 28th, 2016

Intercom's Elizabeth McGuane sits down with Karen McGrane to discuss when startups should start thinking about content strategy, how to communicate your brand within a product, and why you should stop thinking in pages.
Paul Adams, VP of Product at Intercom

43:57 | Jan 5th, 2016

Des Traynor, Intercom co-founder, and Paul Adams chat about the principles and practices he brought to Intercom from Facebook and Google, how and why he developed a 666 roadmap for the company, and what startups should be focusing on in this coming ...Show More
Tony Ulwick, founder of innovation consulting firm Strategyn

46:32 | Dec 8th, 2015

Intercom co-founder Des Traynor talks to Tony Ulwick, the inventor of outcome-driven innovation and a decades-long champion of jobs-to-be-done as a method for product design.
Ann Handley, Chief Content Marketing Officer at MarketingProfs

27:02 | Nov 26th, 2015

Intercom content marketing manager, Sara Yin, talks to Anne Handley, about why great content needs goals and metrics, and where the opportunities lie for content marketers.
Intercom Live - Panel Discussion On Raising Capital

44:12 | Nov 11th, 2015

Recorded live at the Intercom on Capital event, Ethan Kurzweil, Mamood Hamid and Intercom CEO, Eoghan McCabe, talk about all things investment in a discussion led by Kathleen Estreich. They talk about the current landscape of high valuations, the com...Show More
Intercom Live: Ethan Kurzweil, Partner at Bessemer Venture Partners

15:43 | Nov 2nd, 2015

Recorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Ethan Kurzweil, Partner at Bessemer Venture Partners. Their conversation ranges from what VCs are looking for in their investments, to the effects of volatile publi...Show More
Intercom Live: Mamoon Hamid, Partner & Co-Founder at SocialCapital

17:39 | Oct 27th, 2015

Recorded live at the Intercom on Capital event, Intercom CEO, Eoghan McCabe, talks to Mamoon Hamid, partner and co-founder at SocialCapital. They talk about raising capital, what Mamoon looks for in investments, and the future of venture capital.
Brian Balfour, VP of Growth at HubSpot

33:45 | Oct 13th, 2015

Des Traynor, Intercom co-founder, and Brian Balfour chat about what jobs growth teams should focus on and how to create a foundation for meaningful, long-term growth.
Margaret Gould Stewart, Director of Product Design at Facebook

41:51 | Sep 23rd, 2015

Des Traynor, Intercom co-founder, and Margaret Gould Stewart talk about product design at massive scale, the aesthetics of business software and the importance of diversity on design teams.
Jay Simons, President at Atlassian

39:17 | Aug 19th, 2015

Intercom senior marketing director Matt Hodges talks to Jay Simons about SaaS marketing, scaling a marketing team, and selling without a sales team.
Braden Kowitz, Design Partner at Google Ventures

39:01 | Jul 7th, 2015

Intercom co-founder Des Traynor talks to Braden Kowitz about Google Ventures work with startups, the process of design sprints, sketching and prototyping, and the future of product design.
Peter Merholz, Senior Director of Design with Jawbone

47:51 | May 17th, 2015

Intercom co-founder Des Traynor talks to Peter Merholz, Senior Director of Design with Jawbone, previously VP of Global Design at Groupon and co-founder of design agency Adaptive Path.