Inside Intercom Podcast

By 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.

Episode Date
Lili Cheng, VP of AI and Research at Microsoft

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 conversation with Intercom's Adam Risman, she explains how bots and humans complement one another, when to give your chatbot a personality, and much more.

Aug 09, 2018
Claire Vo, VP of Product Management at Optimizely

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 at Optimizely, shares her best practices for maintaining a culture of experimentation as you grow.

Aug 02, 2018
Baremetrics’ Josh Pigford on launching – and pivoting – quickly

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 growth, the pitfalls to avoid, and the importance of cultivating a team culture that stays resilient in the face of challenges.

Jul 26, 2018
Turning engineers into leaders with Jean Hsu and Edmond Lau

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 Bennett, they explain the difference between leadership and management, the power of positive feedback, and why trust is the foundation of the most effective engineering teams.

Jul 19, 2018
Elad Gil on charting a path through hyper growth

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 High Growth Handbook. In conversation with Intercom's Adam Risman, he breaks down some of the toughest challenges that come with hyper growth – and his approach to solving them.

Jul 12, 2018
Doug Landis, Growth Partner at Emergence Capital

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.

Jul 05, 2018
Lessons in growth with Andrew Chen, Gina Gotthilf, Casey Winters and more

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 Clowes, Casey Winters, Gina Gotthilf, Sean Ellis and Brian Rothenberg share their best practices.

Interested in getting more growth lessons? Grab a copy of our newest book, The Growth Handbook, at

Jun 28, 2018
Max Altschuler, CEO at Sales Hacker

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 companies, tips for hiring better performing salespeople, and much more.

Jun 21, 2018
Laura Klein on improving chemistry in product teams

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.

Jun 14, 2018
Sean Ellis, CEO at Growth Hackers

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.

Jun 07, 2018
Steli Efti, CEO at
00:31:01 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 determination process. 

May 31, 2018
Matt Sornson, Head of Growth Marketing at Clearbit

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 sees marketers making most often with data, the strategy behind his team's long-form content marketing efforts, and more.

May 24, 2018
Bob Moesta on unpacking customer motivations

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 continue getting better at unpacking customer motivations.

May 17, 2018
Andrew Chen, General Partner at Andreessen Horowitz

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 acquisition, "The Law of Shitty Clickthroughs" and more.

May 10, 2018
Rohini Pandhi, Product Lead at Square

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 to customers, parsing feedback and prioritization at scale.

May 03, 2018
Nir Eyal on designing healthy habits

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 be asking themselves as they make frequency improvements within their product.

Apr 26, 2018
How to run less software, featuring Intercom's Rich Archbold

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 engineering teams and standardizing technology, so our team can spend as much time as possible delivering value to customers. Rich Archbold, Senior Director of Engineering at Intercom, explains all.

Apr 19, 2018
Zack Onisko, CEO at Dribbble

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, Zack explains the similarities between how designers and growth marketers solve problems, why Dribbble has remained invite-only, how grassroots events have grown the Dribbble brand, and much more.

Apr 12, 2018
Gina Gotthilf, former VP of Marketing and Growth at Duolingo

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 Intercom's Adam Risman, Gina shares how gaming principles influenced her growth experiments, her team’s most successful retention tactics, and much more.

Apr 05, 2018
Eric Siu, CEO at Single Grain

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 is Eric’s sweet spot. In this chat with Intercom's Adam Risman, Eric explains why content is a channel worthy of early investment, the tactics he sees as underutilized, when to ask your audience for something in return, and more.

Mar 29, 2018
Brian Rothenberg, VP and GM at Eventbrite

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 Risman, Brian explains why a company’s mission and growth are inextricably linked, how he built momentum for Eventbrite’s growth team in its earliest days, the nuances of growth for marketplaces and more.

Mar 22, 2018
Will Larson, Foundation Engineering at Stripe

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. In this chat with Intercom engineering manager Todd Royal, Will shares how he keeps his team innovating, when to hire generalists vs. specialists, the nuances of managing in a high growth environment, and more.

Mar 15, 2018
Dan Swift, CEO at Empire Selling

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 and social selling training. In this episode, he breaks down the challenges and rewards of sales at high growth companies, the do's and don'ts of social selling techniques, how salespeople can use content to play the role of trusted advisor, and more.

Mar 08, 2018
Joel Califa, Senior Product Designer at GitHub

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 sight of our all-important users in the process. He joins Intercom's Adam Risman to talk about the root cause of subverted design, the shifting responsibilities of a designer, how to make a big impact with small design changes and much more. 

To get more insights from Joel, visit his blog at

Mar 01, 2018
Lessons in user onboarding with Samuel Hulick, Casey Winters, Joanna Wiebe, Scott Belsky and Shaun Clowes

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, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.

Related resources:

Feb 22, 2018
Erika Hall, Mule Design

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 think about interaction and interface design.

Feb 15, 2018
Exploring design systems with Rune Madsen

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 being applied today. Specifically, are we now over-templatizing products in a way that benefits the builder, but not the user? Emmet Connolly, Director of Product Design at Intercom, sits down with Rune to go deeper on the topic.

Feb 08, 2018
Rachel Hepworth, Head of Growth Marketing at Slack

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 this conversation, Rachel shares why Slack needed to invest in growth marketing, where her team started, how they've partnered with Slack's rapidly scaling sales team, and more.

Feb 01, 2018
Siqi Chen, former VP of Growth at Postmates

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 found the low-hanging fruit in its earliest days, when being data-driven goes too far, the values that guided his growth team and much more.

Siqi took a new role the end of 2017 as CPO at GloStation, an Alibaba-backed VR escape room experience, and he also opens up about the challenges he now faces growing a product that's much more difficult to measure than any app.

Jan 25, 2018
Jean Hsu, engineering leadership coach

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, Jean shares the struggles encountered in her own move to management, the importance of psychological safety in the workplace, and how to fill the leadership voids she sees in today's tech landscape.

Jan 18, 2018
Lessons in marketing: Des Traynor, Kristina Halvorson, Sujan Patel, Joanna Wiebe and more

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 Traynor, Krithika Muthukumar, Joanna Wiebe, Sujan Patel, Lucy Allen, Everett Katigbak and Kristina Halvorson.

If you find these lessons helpful, check out our newest book, Intercom on Marketing. You can get your free copy today at

Jan 11, 2018
Talking 2018 product trends with Des Traynor, Paul Adams and Emmet Connolly

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 for this year, and examine whether we've reached a point where software has become commoditized.

Jan 04, 2018
Hana Abaza, Head of Marketing at Shopify Plus

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.

Dec 28, 2017
2017 lessons learned with Des Traynor, Paul Adams and Emmet Connolly

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-facing product changes in a single year changed the way we work, the way our views on bots evolved after releasing our own, why we built our own design system, and much more.

Dec 21, 2017
Melody Koh, Venture Partner at NextView Ventures

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 leading a team at scale, collaboration and managing a product that's both physical and digital in nature.

Dec 14, 2017
Fergal Reid, Machine Learning Strategist at Intercom

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 this technology in the next few years, which realities are far away, and the considerations you must make if you choose to build in this space.

Dec 07, 2017
Jenna Crane, Product Marketing Lead at Dropbox Paper

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 with the product team from day one and a laser focus on user research are key to successfully bringing a new offering to market.

Nov 30, 2017
Megan Sheridan, Manager of Events at Intercom

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 why we've invested so heavily in events as part of our marketing mix, how we measure their success, and the principles at play to get started.

Nov 22, 2017
Shaun Clowes, VP of Product Management at Metromile

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 successful retention strategies, and much more.

Nov 16, 2017
Wade Foster, co-founder and CEO at Zapier

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 appears like a technical product to non-technical users, why Zapier took a lean approach to fundraising, how and when to move your product upmarket, and much more.

Nov 09, 2017
Sujan Patel, growth marketer and co-founder of Web Profits

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 growth marketing, where they should start, and how to execute those tactics in a measurable way.

Nov 02, 2017
Joanna Wiebe, co-founder at Copy Hackers

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 strategies, how to improve subject lines, what bottled water can teach us about tag lines, and much more.

Oct 26, 2017
Jackie Bavaro, Head of Product Management at Asana

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 product team works, how they tackle scoping and prioritization, how to balance intuition with data, and much more.

Oct 19, 2017
Designing human experiences - an audio essay from James Buckhouse

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, there’s a wealth of value to be found in the events happening around us on any given day.

Oct 12, 2017
Ryan Hoover, Founder at Product Hunt

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 community of enthusiasts, and tips for founders to trying to stand out from the crowd.

Oct 05, 2017
Krithika Muthukumar, Product Marketing at Stripe

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 marketing team has evolved over the years, the importance of launching with intention, and much more.

Sep 28, 2017
John Barrows, sales trainer for fast-growing software companies

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 dedicated sales team, how to better align sales and marketing, the traits that make for a promising sales hire, and much more.

Sep 21, 2017
Emmet Connolly, Director of Product Design at Intercom

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 evolved the way his team works as its grown, the importance of our design system in that process, how that system serves the product team as a whole, and much more. 

Sep 07, 2017
Dom Price, Head of R&D and Work Futurist at Atlassian

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 this episode he explains the importance of cognitive diversity in high performing teams, maintaining a culture of innovation at scale, how to check the health of our teams, and much more.

Aug 31, 2017
Casey Winters, Growth Advisor in Residence at Greylock Partners

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 growth team, the problems they should tackle first, user onboarding best practices, and much more.

Aug 24, 2017
Michael Margolis, UX Research Partner at GV

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 "start at the end" research framework, the ways in which he quickly develops rapport with new product teams, how to conduct research faster, and much more.

Aug 17, 2017
Kristina Halvorson, founder and CEO at Brain Traffic

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 editor John Collins, she explains the evolving definition of content strategy, how it intersects with content marketing, the common mistakes many startups make with content, and more.

Aug 10, 2017
James Buckhouse, Founder at Sequoia Creative Lab

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 Sequoia and its portfolio companies. In this chat with Intercom's Stewart Scott-Curran, James explains what film can teach us about designing products, exercises your team can do to uncover your own product’s story, and much more.

Jul 27, 2017
Karen Church, Senior Manager of Product Analytics at Intercom

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 the matter most to her team, the importance of storytelling in her work, how to democratize data across a company, and much more.

Jul 20, 2017
Jason Calacanis talks angel investing

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 looks for in founders, when they should begin pitching angel investors, how to approach valuation, and much more.

Jul 13, 2017
Jeetu Patel, SVP of Platform at Box

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 process. He covers how a product team's mindset must change, building relationships with developers, and why your customers – not your competition – should dictate your integration strategy.

Jul 06, 2017
Charity Majors, co-founder at Honeycomb

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 role cross-pollination plays in a healthy engineering culture, and much more.

Jun 29, 2017
The transition from startup to scale-up, with Joe Haslam
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 much more.
Jun 22, 2017
Martin Eriksson, co-founder at Mind the Product
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 should approach their first product leadership hire, and much more.
Jun 15, 2017
Marc Hedlund, CEO at Skyliner
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.
Jun 08, 2017
Amy Thibodeau, Content Strategy Lead at Shopify
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 frustrating, unintended actions. She also takes us inside Polaris, Shopify's new, publicly available design system, and more.
Jun 01, 2017
Mike Monteiro, co-founder at Mule Design
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 their users and community, why the veil of ignorance is perhaps the greatest tool a designer can use, the issues he sees with design education today, and much more.
May 25, 2017
Ali Rayl, Head of Global Customer Experience at Slack
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 a conversation with Intercom's Adam Risman, Ali shares lessons learned from Slack's early days, the unconventional way she measures her team's performance, how her team promotes knowledge sharing and much more.
May 18, 2017
John Saito, UX Writer at Dropbox
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 to find and document your product's voice and effectively use words to guide users to success.
May 11, 2017
Kim Scott, author of Radical Candor
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 giving and receiving feedback that will help your team do its best, most fulfilling work.
May 04, 2017
Andrew Ofstad, co-founder at Airtable
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.
Apr 27, 2017
Des Traynor, co-founder at Intercom
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.
Apr 20, 2017
Golden Krishna, Design Strategist at Google
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.
Apr 06, 2017
Edmond Lau, Engineer at Quip
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.
Mar 30, 2017
Monal Chokshi, Head of UX Research at Lyft
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 gateway drug for startups.
Mar 23, 2017
Scaling product management with Intercom's Colin Bentley and Brian Donohue
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.
Mar 16, 2017
Everett Katigbak, Designer at Stripe
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.
Mar 09, 2017
Scott Belsky, Venture Partner at Benchmark Capital
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.
Feb 23, 2017
Janna Bastow, Co-Founder, Mind the Product
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.
Feb 16, 2017
Jeff Gardner, Director of Customer Support at Intercom
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.
Feb 09, 2017
Bridget Harris, CEO at
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, why she opted to bootstrap over the conventional VC funding route, and much more.
Feb 02, 2017
Lessons in product: Julie Zhuo, Jason Fried, Michael Pryor and more
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.
Jan 26, 2017
Tina Roth Eisenberg, Founder, Creative Mornings
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.
Jan 19, 2017
Lucy Allen, General Manager and Head of Bay Area at Edelman
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.
Jan 12, 2017
Talking product with Intercom's Des Traynor, Paul Adams and Emmet Connolly
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.
Jan 05, 2017
Maria Giudice, VP of Experience Design at Autodesk
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.
Dec 15, 2016
Daniel Burka, Design Partner at GV
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.
Dec 08, 2016
Hugh Durkin, Senior Product Manager at Intercom
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.
Dec 01, 2016
Aarron Walter, VP of Design Education at InVision
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.
Nov 17, 2016
Chase Clemons, Support Pro at Basecamp
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.
Nov 10, 2016
Lara Hogan, Engineering Director at Etsy
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.
Nov 02, 2016
Elizabeth McGuane, Content Strategy Lead At Intercom
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.
Oct 27, 2016
Jeff Vincent, Product At Wistia
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.
Oct 20, 2016
Jared Spool, Founder Of User Interface Engineering
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".
Oct 13, 2016
Elizabeth Yin, Partner at 500 Startups
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.
Oct 06, 2016
Ilya Fushman, General Partner at Index Ventures
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, building platforms and more with Matt Hodges, Intercom's Senior Director of Product Marketing.
Sep 29, 2016
Samuel Hulick, Founder, UserOnboard
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 outside of the software world, and much more.
Sep 22, 2016
Darragh Curran, VP of Engineering at Intercom
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 behind it.
Sep 15, 2016
Michael Pryor, CEO at Trello
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 requests for a product with diverse use cases, the importance of pricing for value, and more.
Sep 01, 2016
Val Head, Interface Animation Designer
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 started with animation, and more.
Aug 25, 2016
Hunter Walk, Partner at Homebrew
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 also explains how he selects his seed investments at Hombrew.
Aug 18, 2016
Erika Hall, Director of Strategy at Mule Design
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 research simply isn’t optional, and more.
Aug 05, 2016
Seattle Startup Panel, Inside Intercom World Tour
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 include Andrew Kinzer, co-founder and CPO at Outreach; Amanda Osborne, co-founder and CMO at Meshfire; and Aseem Badshah, founder and CEO at Socedo.
Jul 28, 2016
Matt Hodges, Senior Director of Marketing at Intercom
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.
Jul 20, 2016
Toronto Startup Panel, Inside Intercom World Tour
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 Breather; Tyler Rooney, co-founder and CPO at Format; and Amrita Chandra, head of marketing at CrowdRiff.
Jul 12, 2016
Jason Fried, CEO at Basecamp
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 culture unique, and much more.
Jul 01, 2016
Boston Startup Panel, Inside Intercom World Tour
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 Dispatch; Meghan Keaney Anderson, VP of Marketing at HubSpot; and Nikos Moraitakis, Founder and CEO at Workable.
Jun 23, 2016
New York Startup Panel, Inside Intercom World Tour
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 Boufford, VP of Engineering at Greenhouse; Christian Bjelland, Founding Team of Hello Alfred.
Jun 16, 2016
Julie Zhuo, VP of Product Design at Facebook
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 principles of bot design.
Jun 09, 2016
Paris Startup Panel, Inside Intercom World Tour
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; Julien Lemoine, co-founder and CTO at Algolia; and Isabelle George, co-founder of Weroom.
Jun 02, 2016
Poornima Vijayshanker, Founder At Femgineer
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 manager Adam Risman about the role of empathy in building product, what she learned in her transition from engineer to startup founder, and much more.
May 25, 2016
London Startup Panel, Inside Intercom World Tour
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 Can Book Me; Will Swannell, CEO and co-founder of Hire Space; and James Blackwell, co-founder of Buzz Sumo.
May 18, 2016
Bob Moesta, President At The Re-Wired Group
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 products in the past 30 years.
May 12, 2016
Andy Budd, CEO At Clearleft
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 much more.
Apr 28, 2016
Sarah Hatter, Founder & CEO At CoSupport
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 improves product, and much more.
Apr 14, 2016
Tomasz Tunguz, Partner at Redpoint Ventures
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.
Mar 28, 2016
Riley Newman, Head Of Data Science At Airbnb
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."
Mar 17, 2016
Chris Messina, Developer Experience Lead at Uber
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.
Feb 23, 2016
Mike Davidson, Former VP of Design At Twitter
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. The interview was recorded before Mike announced his recent departure from Twitter.
Feb 11, 2016
Karen McGrane, Managing Partner, Bond Art + Science
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.
Jan 28, 2016
Paul Adams, VP of Product at Intercom
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 year.
Jan 05, 2016
Tony Ulwick, founder of innovation consulting firm Strategyn
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.
Dec 08, 2015
Ann Handley, Chief Content Marketing Officer at MarketingProfs
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.
Nov 26, 2015
Intercom Live - Panel Discussion On Raising Capital
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 competitive advantages of working outside the Valley, and the insider info VCs can give that nobody else can.
Nov 11, 2015
Intercom Live: Ethan Kurzweil, Partner at Bessemer Venture Partners
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 public markets on Silicon Valley.
Nov 02, 2015
Intercom Live: Mamoon Hamid, Partner & Co-Founder at SocialCapital
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.
Oct 27, 2015
Brian Balfour, VP of Growth at HubSpot
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.
Oct 13, 2015
Margaret Gould Stewart, Director of Product Design at Facebook
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.
Sep 23, 2015
Jay Simons, President at Atlassian
Intercom senior marketing director Matt Hodges talks to Jay Simons about SaaS marketing, scaling a marketing team, and selling without a sales team.
Aug 19, 2015
Braden Kowitz, Design Partner at Google Ventures
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.
Jul 07, 2015
Peter Merholz, Senior Director of Design with Jawbone
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.
May 17, 2015