AI & Automation 16 min read
The ultimate guide to knowledge management in the age of AI
Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.
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AI & Automation 16 min read
Everything you need to know about effective, AI-optimized customer service knowledge management, in one comprehensive guide.
Product & Design 33 min listen
Working alongside Harvard Business School professor Clay Christensen, Dr. Genichi Taguchi, and other scholars, he and his colleagues at The…
Product & Design 1 min read
Today we launched our fourth book, Intercom on Jobs-to-be-Done. It draws together some of the most valuable lessons we’ve learned…
AI & Automation 5 min read
The arrival of generative AI is raising lots of entirely new questions for product managers as they learn to rethink how they work. Here are some of the top lessons we’ve learned so far.
Product & Design 1 min watch
Two years ago, I’d never heard of the Jobs-to-be-Done framework. Was it truly a better way to design products and innovate?…
Product & Design 47 min listen
The founder of innovation consulting firm Strategyn, he’s helped hundreds of companies create new goods and services using JTBD principles,…
Product & Design 35 min listen
Bob Moesta pioneered the Jobs-to-be-Done (JTBD) framework in the mid 90’s, alongside Harvard Business School Professor Clayton Christensen. In short,…
Customer Engagement 10 min watch
What job are customers hiring your product for? At Intercom the answer to this question informs our entire go-to-market strategy,…
Product & Design 7 min read
To onboard customers successfully to a complex product, you’ll need to understand what’s attracting them to your solution, and what might prevent them from embracing change.