Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer …

Kevin Riggle interviews Melanie Ensign (Discernible Inc.), former Global Head of Security, Privacy, & Engineering Communications for Uber, about building good bug bounty programs, incident management processes, and one especially memorable Christmas morning. Melanie's company: https://discernibleinc.com/ LinkedIn: https://www.linkedin.com/in/melani…

Kevin Riggle interviews Deb Chachra, professor of engineering at Olin College and author of HOW INFRASTRUCTURE WORKS about climate change, the housing crisis, the green/sustainable energy transition, and how we can build a better world for ourselves and everyone around us. BUY DEB'S BOOK! https://criticalpoint.tv/infrastructure Deb's Twitter: https…

Intercom Product Manager Bethany Clark sits down to discuss B2B vs B2C product management with Bob Wallis, our Senior Product Marketing Manager. Having recently transitioned into B2B product management after several years in the B2C space, Bethany draws from first-hand experience and offers insightful perspectives on the key differences and commona…

In episode 2 of Off Script, our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality. Watch the full episode now YouTube: https://youtu.be/X3iNjM89fR…

This week on Intercom On Product we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing. In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technol…

Kevin Riggle interviews Abhijit Mehta about Akamai and its role in the history and development of Site Reliability Engineering (SRE). Bonus episode outtake from https://warstories.criticalpoint.tv/episodes/he-broke-turkish-twitter-abhijit-mehta Abhijit's Twitter: https://twitter.com/AbhijitCMehta Abhijit's LinkedIn: https://www.linkedin.com/in/meht…

Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era. Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4 📝 Read Julia Godinho's blog post: https://www.intercom…

Kevin Riggle interviews Abhijit Mehta, who tells how one tiny dot made almost made a massive difference to Twitter's Turkish ad revenue. Abhijit's Twitter: https://twitter.com/AbhijitCMehta Abhijit's LinkedIn: https://www.linkedin.com/in/mehtaabhijit/ Chapters: (00:00) - Intro (01:25) - How did you find yourself in a place where you could break pro…

Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'. 📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/ 🎦 Watch this episode on YouTube: h…

Kevin Riggle interviews Julia Lunetta, who tells us how an ostensibly minor change caused her employer, a financial institution (Upromise Investments), to miss its overnight reconciliation with its banks. Credits: Emoji artwork is provided by Emojitwo (https://emojitwo.github.io/), originally released as Emojione 2.2 (https://www.emojione.com/) by …

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead. Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11 Read a transcript: https://www.intercom.com/…

Kevin Riggle interviews Kate Rudolph, who tells how a rolled back commit on her intern project resulted in Dropbox, her employer, offering free watermelon to the entire Internet. Credits: Emoji artwork is provided by Emojitwo (https://emojitwo.github.io/), originally released as Emojione 2.2 (https://www.emojione.com/) by Ranks.com (http://www.rank…

Kevin Riggle interviews Zachery Johnson, who tells how an innocent command doomed the database servers and locked players out of Diablo II: Resurrected on Day 2 of launch. Blizzard's blog post on the incident: https://us.forums.blizzard.com/en/d2r/t/diablo-ii-resurrected-outages-an-explanation-how-we%E2%80%99ve-been-working-on-it-and-how-we%E2%80%9…

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents. See Privacy Policy at https://art19.com/privacy and California P…

Kevin Riggle interviews Patrick O'Doherty, who tells how a seemingly-simple configuration change one Friday morning led to a massive outage. Patrick's web site: https://patrickod.computer Credits: Intro & outro - "Senpai Funk" by Paul T. Starr. Used with permission. https://soundcloud.com/ptstarr Critical Point logo and wordmark designed by Timothy…

Kevin Riggle interviews Willie Williams, who tells the story of the time he accidentally took down a major site while an intern at Akamai. Willie's Twitter: https://twitter.com/bigwilliestyle Credits: Intro & outro - "Senpai Funk" by Paul T. Starr. Used with permission. https://soundcloud.com/ptstarr Critical Point logo and wordmark designed by Tim…

On this episode of Intercom on Product, Des Traynor, Co-founder and Chief Strategy Officer sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future. Watch this episode on YouTube: https://www.youtube.com/watch?v=…

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us. Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-se…

In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things GPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces. Learn more about Intercom's new AI features here: https://www.inter…

This week OpenAI released ChatGPT, its prototype AI chatbot. On this episode of Intercom on Product, Intercom Co-Founder and Chief Strategy Officer Des Traynor sits down to chat with our Director of Machine Learning, Fergal Reid for reaction and analysis on the implications of ChatGPT and what the future holds. See Privacy Policy at https://art19.c…

In today’s episode of Intercom on Product, Des Traynor, Co founder and Chief Strategy Officer, and Paul Adams, Chief Product Officer, sit down with our Director of Machine Learning, Fergal Reid to talk about the recent buzz surrounding neural networks, how machine learning is powering businesses, and what we can expect from the technology in the ne…

In the face of what’s expected to be an economic downturn, projected growth has slowed, investment has shrunken, and the tech industry has taken a hit. It’s time to pause, regroup, and devise a new game plan. Des Traynor and Paul Adams reflect on the tech slowdown and what it means for product teams. See Privacy Policy at https://art19.com/privacy …

Losing momentum is the ultimate startup killer. So, what do you do when people start telling you you’re slowing down? Intercom co-founder and CSO Des Traynor and Intercom SVP of Product, Paul Adams explain how to speed back up when momentum drops. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/pri…

Speed is every startup's biggest competitive advantage. But as the company grows more complex, will you be able to keep it? Des Traynor and Paul Adams discuss. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode of Intercom on Product, Des Traynor and Paul Adams discuss how you can accelerate your strategy after COVID-19. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the first Intercom on Product of 2021, Des Traynor and Paul Adams get to grips with innovation. How can we make it accessible across an organisation? How can we make it sustainable and scaleable, and what can we learn from the Grateful Dead's Jerry Garcia? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://a…

In this month's episode Des Traynor and Paul Adams deep dive into the process of roadmapping - why it's important and how it should evolve as your company scales. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our 11th episode Des Traynor and Paul Adams discuss the importance of collaboration between product and marketing teams, especially as a company scales. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Des Traynor and Paul Adams return with episode 10 of Intercom on Product, exploring product judgment. What is it? Why does it matter? And how to develop it? See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In our ninth episode of Intercom on Product, Des Traynor and Paul Adams discuss the importance of efficiency to good product principle and why making every day count is key to individual and team progress. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.…

Intercom's Co-founder & Chief Strategy Officer, Des Traynor hosts SVP of Product Paul Adams and our Senior Director of Product Design Emmet Connolly for a look back at the year 2019 and the decade that preceded it. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.…

In episode seven of Intercom on Product, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy…

We discuss the five inputs that guide us at Intercom; how to think about the relationship between inputs, outputs and outcomes; and how to frame projects as customer problems instead of business problems. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.…

Join Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams as they discuss their latest thoughts on how to build successful product at scale. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In this episode Des Traynor and Paul Adams discuss the principles upon which we've built our product, and indeed our business, here at Intercom. They talk about the value of having a clearly defined set of principles and how they can become the foundation for cohesive decision making. See Privacy Policy at https://art19.com/privacy and California P…

Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams share their latest thoughts on how to build a great product. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

In the second episode of this new product-focused series, Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss how to harness the power of feedback to shape your product roadmap. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.…

Welcome to our brand new podcast series, Intercom on Product, where Intercom co-founder Des Traynor and Intercom SVP of Product Paul Adams discuss their latest thoughts on how to build successful products at scale. If you're a designer, product manager, engineer, researcher or anything in between, this series is for you. See Privacy Policy at https…