The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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 his team at Google pared down the Maps UI using first principles, how he keeps product simple at Airtable, and much more. See Privacy Policy at https:/...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 prioritizing work, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell...

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 their value, the way she’s structured her teams and why lightweight, guerrilla research – an exercise she likens to dating – is the user research gat...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 Research Laboratory, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-s...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 customer support personal as you scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-no...

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 bootstrap over the conventional VC funding route, and much more. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at http...

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, Sarah Hatter, Bob Moesta and Samuel Hulick. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/priva...

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 startup's ceiling. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 find PR angles that are actually newsworthy, why conversational interfaces are changing the PR paradigm, and much more. See Privacy Policy at https://...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 explains how design can solve business problems, the role of sprints in a healthy design culture, and much more. See Privacy Policy at https://art19.co...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 skills, the benefits of cross-functional teams, how to design for empathy, and more. See Privacy Policy at https://art19.com/privacy and California P...

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 Gardner. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. They also discuss why successful companies must cross what Jared calls "the UX Tipping Point". See Privacy Policy at https://art19.com/privacy and C...

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 of running your startup while pitching investors, why founders need to get a handle on taking rejection, and much more. See Privacy Policy at https://a...