Product & Design 4 min read
Behind the messenger: the right kind of disruption
Let’s face it, no one likes to be interrupted. But whether it’s on our phones, on websites, or even inside…
Product & Design 4 min read
Let’s face it, no one likes to be interrupted. But whether it’s on our phones, on websites, or even inside…
Customer Engagement 26 min listen
At the recent Boston stop on our Inside Intercom World Tour, I invited leaders from three of our favorite local…
Product & Design 25 min listen
And how do you scale customer support in a two-sided marketplace? At the recent New York stop of our Inside…
Product & Design 6 min read
There’s lots of resources for getting started with Jobs-to-be-Done interview techniques. Yet most of these apply to physical products. If…
Product & Design 20 min listen
At the recent Paris stop of our Inside Intercom World Tour, I brought founders from a few of our favorite…
Product & Design 22 min listen
At the first stop of our Inside Intercom World Tour, in front of a sellout crowd at The Boiler House…
Engineering 5 min read
“What hath God wrought?” was a message that reshaped the world as we know it. Transmitted by Samuel Morse in…
Product & Design 1 min read
Empathy – understanding another person’s condition – is a foundation of research in product development teams. But ironically, in communicating…
News & Updates 5 min read
Building a sound, intuitive message editor for use everywhere in Intercom proved to be a much more challenging, time-consuming, and…