The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 JoelCalifa.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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:Our book, Intercom on OnboardingThe Onboarding Starter Kit – our guide to a well crafted messaging campaignC.A.R.E. – a simple framework for user onboardingSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.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 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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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 Intercom.com/booksSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.