Talks and content generated on Intercom's world tours in 2016 and 2017.
When I joined Intercom, we were tiny: about 50 people. We’ve grown to over 600. Over that period, we’ve made many, many mistakes – some big and some small.
Customer Service 14 min watch
No matter how internal a decision you make seems, it always has an external effect on your customers. The interactions that your customers have with your support team shape how they think and feel about your product.
Customer Engagement 25 min listen
Product marketing is about getting people to understand not just what you’re building, but why they should care about what you’re building. I spoke about this topic at Intercom’s 2017 World Tour.
Customer Service 16 min listen
Support teams face a constant temptation to make promises to keep customers happy. That’s not practical when your product is constantly changing and evolving. How else can you keep customers happy and informed?
Customer Engagement 43 min listen
Many teams think product growth will come once they find product market fit. But product market fit wouldn’t protect you from encroaching competition or guarantee a flood of new customers.
Customer Service 19 min watch
As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about…
Product & Design 25 min watch
We live in interesting times. Everything is changing rapidly around us, at a faster pace than ever before. This growth…
Product & Design 25 min watch
If you analyze any problem for long enough, it ends up sounding like a people problem. That’s what I’ve learned…
Product & Design 23 min watch
One of the lures when I joined Intercom in 2014 was that it sold itself as a product-first company. We…
Customer Engagement 10 min read
Of all the ways to get your message into the world, staging events might not seem like the most efficient…
