The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Bob Moesta, President At The Re-Wired Group
May 12, 2016
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
Introduction
00:00 • 2min
The Impact of JTBD on Intercom
01:32 • 4min
The Rewired Group and the Jobs to Be Done Methodology
05:27 • 2min
The Evolution of Intercom
07:18 • 3min
How to Find Jobs for Intercom
09:59 • 3min
How to Apply Jobs to Be Done When Your Product Does Not Yet Exist
13:28 • 2min
The Evolution of Innovation
15:57 • 2min
The Innovator's Dilemma
17:38 • 2min
The Capitalist Dilemma
19:09 • 2min
The Importance of the Little Hire
21:31 • 2min
The Importance of Onboarding
23:18 • 2min
How to Interview a User of Software
24:49 • 3min
The Importance of Context and Outcome
27:22 • 2min
How to Capture Zombies Revenue
29:00 • 3min
The Value of Storage
32:20 • 2min
The Importance of Understanding the Reality of Subscription Businesses
34:30 • 2min
The Importance of Understanding Your Customer's Needs
36:26 • 2min
The Importance of Interviews
38:14 • 2min