Podcasts about Intercom

Hey CX Nation,In this week's episode of The CXChronicles Podcast #264, we welcomed Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks based in San Mateo, CA. Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Their enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Their people-first approach to AI eliminates friction, making employees more effective and organizations more productive.Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks' customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.In this episode, Mika and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that her team at Freshworks think through on a daily basis to build world class customer experiences.**Episode #264 Highlight Reel:**1. The power of reflection & attention to the customer journey you're building 2. Enhancing customer experience through employee engagement  3. Building your playbook on tech-stack efficiency and utilization 4. Breaking down silos to build world-class customer & employee experiences 5. Investing in "Voice of Customer" (VOC) & "Voice of Employee" (VOE) Click here to learn more about Mika YamamotoClick here to learn more about FreshworksHuge thanks to Mika for coming on The CXChronicles Podcast and featuring her work and efforts in pushing the customer experience & customer success space into the future.For our Apple & Spotify podcast listener friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of the "CX Nation". You know what would be even better?Go tell one of your friends or teammates about CXC's custom content,  strategic partner solutions (Hubspot, Intercom, & Freshworks to name a few) & On-Demand services & invite them to join the CX Nation, a community of nearly 15K+ customer focused business leaders!Want to see how your customer experience compares to the world's best CX-driven companies? We recently launched CXC Healthzone, an intelligence platform that shares benchmarks & insights for how companies across the world are tackling The Four CX Pillars: Team, Tools, Process & Feedback & how they are building the pillars upon an AI-powered foundation for the future. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Byron Deeter is a Partner at Bessemer Venture Partners, and one of the most renowned SaaS investors. Byron has led 19 unicorn investments, including IPO successes like ServiceTitan, Procore, Twilio, Box, Gainsight, Intercom, DocuSign, SendGrid. His portfolio includes eight companies that have gone public. Insane.  Agenda: 00:00 – Why are the stakes in AI higher than ever before? 05:20 – Is defensibility in AI gone for good? 07:40 – Do margins even matter when backing the next Anthropic or Perplexity? 09:50 – How does Byron think about future dilution when investing in AI today? 12:10 – With 40% of venture money going to 10 deals, is there any point investing elsewhere? 13:40 – Is vertical SaaS dead? Is there any point when the large players can own it? 18:00 – Will AI shift from the tech budget to the human labor budget and unlock trillions? 21:10 – Are we entering the era of billion-dollar businesses built by 10 people? 25:20 – Is treble-treble-double-double now too slow for AI companies? 33:10 – In today's AI gold rush, is it better to scream the loudest or just build the best product? 41:10 – What specific growth rates are best in class, good and not good enough today?  55:00 – Is venture now just a game of scale — Chanel vs. Walmart?    

In this episode, Senior Director of AI Support Ruth O'Brien and VP of Support Declan Ivory take you inside part two of Intercom's AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From introducing new roles like conversation designers and AI ops managers, to keeping customer experience front and center, and rethinking support economics to prove long-term business value, it's a candid look at what it really takes to scale AI in customer service.Watch this episode here: https://youtu.be/zUw0IyehCuw?si=w5F8ElMVf1_-9nLvRead the AI Agent Blueprint here: https://fin.ai/blueprintNewsletter:Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Follow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hi:LinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

My guest this week is Brian Kotlyar, Head of Marketing & Growth at Hightouch, the leading composable CDP that helps companies activate their data warehouses to drive personalized marketing and business operations. With 20-plus years of experience at Intercom, Sprinklr, and New Relic, Brian knows how to cut through the martech noise and build teams that turn data into real growth. 

Eoghan McCabe is the founder and CEO of Intercom, a customer service platform that has successfully pivoted to become an AI-first company with its agent product, Fin. After stepping away from the CEO role in 2020 due to health issues, Eoghan returned to find the company's growth had stalled. Just one month after his return, ChatGPT launched, and within six weeks, Intercom had a working prototype of what would become Fin. In this conversation, Eoghan shares the brutal reality of transforming a late-stage SaaS business valued at multiple billions into an AI-first company that's now growing faster than most public software companies.We discuss:1. Why Eoghan believes most late-stage companies won't survive the AI transition2. The “founder mode” transformation that required firing 40% of staff and resulted in 98% employee satisfaction3. Why having “nothing to lose” is the ultimate advantage in AI transformation (and why comfortable companies will fail)4. How Intercom transformed from a plateauing SaaS business to an AI-first company growing at 300%+5. How Intercom's pricing evolved from “the most hated in SaaS” to a model that charges just $0.99 per resolved ticket6. The cultural transformation required to compete with AI-native startups7. How 12 years of therapy and a period of “ego death” shaped Eoghan's leadership approach—Brought to you by:Great Question—Empower everyone to run great research: https://www.greatquestion.com/lennyWorkOS—Modern identity platform for B2B SaaS, free up to 1 million MAUs: https://workos.com/lennyDX—The developer intelligence platform designed by leading researchers: http://getdx.com/lenny—Transcript: ⁠https://www.lennysnewsletter.com/p/how-intercom-rose-from-the-ashes-eoghan-mccabe—My biggest takeaways (for paid newsletter subscribers): https://www.lennysnewsletter.com/i/170710700/my-biggest-takeaways-from-this-conversation—Where to find Eoghan McCabe:• X: https://x.com/eoghan• LinkedIn: https://www.linkedin.com/in/eoghanmccabe/• Website: https://eoghanmccabe.com/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Eoghan(05:00) The state of Intercom(09:53) The decision to pivot to AI(12:33) Why Eoghan is "anti-bot" in customer service(16:19) Pricing strategy evolution(19:26) Implementing the AI transformation(26:11) Cultural and organizational changes(31:18) Surviving a coup attempt(40:05) The future of AI and business(45:11) AI's impact on jobs(48:44) AI and human creativity(50:26) The importance of young AI talent(55:00) The cultural shift in AI adoption(58:00) Personal growth and leadership(01:04:34) Intercom's success in producing product leaders(01:11:05) Intercom's unique company culture(01:14:11) Lightning round and final thoughts—Referenced:• Intercom: https://www.intercom.com/• Fin: https://fin.ai/• Des Traynor on LinkedIn: https://www.linkedin.com/in/destraynor/• The art and science of pricing | Madhavan Ramanujam (Monetizing Innovation, Simon-Kucher): https://www.lennysnewsletter.com/p/the-art-and-science-of-pricing-madhavan• Pricing your AI product: Lessons from 400+ companies and 50 unicorns | Madhavan Ramanujam: https://www.lennysnewsletter.com/p/pricing-and-scaling-your-ai-product-madhavan-ramanujam• Brian Chesky's new playbook: https://www.lennysnewsletter.com/p/brian-cheskys-contrarian-approach• Behind the founder: Marc Benioff: https://www.lennysnewsletter.com/p/behind-the-founder-marc-benioff• Anthropic co-founder on quitting OpenAI, AGI predictions, $100M talent wars, 20% unemployment, and the nightmare scenarios keeping him up at night | Ben Mann: https://www.lennysnewsletter.com/p/anthropic-co-founder-benjamin-mann• Fergal Reid on LinkedIn: https://www.linkedin.com/in/fergalreid/• How Perplexity builds product: https://www.lennysnewsletter.com/p/how-perplexity-builds-product• Yosi Amram's website: https://yamram.com/• (Nathaniel Russell) Ego Death Now: https://heythereprojects.shop/products/copy-of-nathaniel-russell-space-is-a-place• Daniel Kahneman: https://en.wikipedia.org/wiki/Daniel_Kahneman• Palantir: https://www.palantir.com/• Stripe: https://stripe.com/• Revolut: https://www.revolut.com/en-US/• Paul Adams on LinkedIn: https://www.linkedin.com/in/pauladams• What AI means for your product strategy | Paul Adams (CPO of Intercom): https://www.lennysnewsletter.com/p/what-ai-means-for-your-product-strategy• Which companies accelerate PM careers most: https://www.lennysnewsletter.com/p/which-companies-accelerate-your-pm• N26: https://n26.com/en-eu• Notion: https://www.notion.so/• Coinbase: https://www.coinbase.com/• True Detective on Max: https://www.hbomax.com/shows/true-detective/9a4a3645-74e0-4e4d-9f35-31464b402357• 28 Years Later: https://www.imdb.com/title/tt10548174/• Trainspotting: https://www.imdb.com/title/tt0117951/• 28 Days Later: https://www.imdb.com/title/tt0289043/• Fellow: https://fellowproducts.com/• Porsche 911: https://www.porsche.com/usa/models/911/• Making Meta | Andrew ‘Boz' Bosworth (CTO): https://www.lennysnewsletter.com/p/making-meta-andrew-boz-bosworth-cto—Recommended book:• Nuclear War: A Scenario: https://www.amazon.com/Nuclear-War-Scenario-Annie-Jacobsen/dp/0593476093Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. To hear more, visit www.lennysnewsletter.com

Ruth O'Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay's 15-month rotational program that begins in customer service and develops the next generation of tech leaders.Find out more about The Wheel program here. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #263, we welcomed Maxime Marchand, Senior Director of Product Management at GoTo based in Montreal, Quebec, Canada. As the leader in cloud communications and IT, GoTo addresses real-world challenges with practical innovations and a customer-first mindset. They offer secure, reliable, and AI-enabled solutions that are simple to adopt for small and midsize businesses and scalable to enterprises worldwide. Customers around the world rely on our products—GoTo Connect, LogMeIn Rescue, LogMeIn Resolve, GoTo Webinar, Grasshopper, and more—for consistent high performance and unbeatable uptime on any device.In this episode, Maxime and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at GoTo think through on a daily basis to build world class customer experiences.**Episode #263 Highlight Reel:**1. Organizational alignment through product management  2. The journey from engineer to CX leader  3. How speed, alignment & focus create growth opportunities 4. One-stop platform for managing customer communications 5. Constant customer listening to drive growth Click here to learn more about Maxime MarchandClick here to learn more about GoToHuge thanks to Max for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI.In this episode, Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory unpack what's in the Blueprint, sharing hard-won lessons from Intercom's own journey deploying AI, why it's not about AI for AI's sake, and what support leaders need to get right during this transformational time – from building a business case to rewiring their team structure. It's a grounded, behind-the-scenes look at leading a CS organization through AI transformation.Read the AI Agent Blueprint: https://fin.ai/blueprintWatch this episode on YouTube: https://www.youtube.com/watch?v=ildUg7TrJfINewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Say hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Hey CX Nation,In this week's episode of The CXChronicles Podcast #262, we welcomed Pasquale DeMaio, Vice President at Amazon Web Services (AWS) based in Seattle, WA. Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.Today, Amazon Web Services provides a highly reliable, scalable, low-cost infrastructure platform in the cloud that powers hundreds of thousands of businesses in 190 countries around the world. With data center locations in the U.S., Europe, Singapore, and Japan, customers across all industries are taking advantage of our low cost, elastic, open and flexible, secure platform.In this episode, Pasquale and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at AWS think through on a daily basis to build world class customer experiences.**Episode #262 Highlight Reel:**1. How AWS thinks about team-building strategies  2. Leveraging Amazon Connect's Unified AI Engine  3. Streamlining customer service & success to fuel growth 4. Investing & supporting employee-driven innovation & cross-team collaboration 5. Building customer-centricity into the DNA of your engineering team Click here to learn more about Pasquale DeMaioClick here to learn more about Amazon Web Services (AWS)Huge thanks to Pasquale for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, & Zendesk) & On-Demand services & invite them to join the CX Nation!Want to see how your customer experience stacks up to others, ask us about the CXC Healthzone, an intelligence platform that shares benchmarks & insights from companies across the world. Huge thanks for being apart of the "CX Nation" and helping customer focused business leaders across the world make happiness a habit!Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In deze korte zomerupdate praat ik je bij over drie dingen: 1. Vervolg op aflevering 268 met Paul Veugen → Zijn LinkedIn-post over het zelf bouwen van een AI-tool in plaats van Intercom kreeg veel reacties. In aflevering 268 vertelde hij er meer over. Nu – twee maanden later – kijken we: werkt het nog steeds? ➤ Daarom organiseren we een online sessie op 6 augustus om 14:00 uur Je kunt meedoen, je vragen stellen en meepraten.

Madhavan Ramanujam is the world's foremost expert on pricing and monetization strategy. As managing partner at Simon-Kucher, he helped over 250 companies, including 30 unicorns, architect their pricing strategies. He's the author of the definitive book on pricing, Monetizing Innovation. Now he's back with a sequel, Scaling Innovation, which reveals how to build enduring businesses by dominating both market share and wallet share. He recently left Simon-Kucher to launch his own fund, 49 Palms, focused on helping early-stage AI companies.In this conversation, we discuss:1. The 2x2 framework that identifies your optimal pricing model2. Why AI companies can capture 25% to 50% of value created, vs. 10% to 20% for traditional SaaS products3. Why popular AI coding tools may have already doomed themselves with underpricing4. The “give-and-get” framework top negotiators use to extract maximum value from every deal5. The negotiation strategy that helped one founder 4x their deal size overnight6. How to frame POCs as “business case creation” instead of technical demos (and why this changes everything)7. Why AI companies must get monetization right from day one—not “figure it out later”8. How companies like Intercom's Fin and Sierra pioneered outcome-based pricing (charging $0.99 per AI resolution)9. The single question that reveals if your pricing is too complex—Brought to you by:Enterpret—Transform customer feedback into product growth: https://enterpret.com/lennyDX—A platform for measuring and improving developer productivity: https://getdx.com/lennyPersona—A global leader in digital identity verification: https://withpersona.com/lenny—Transcript: https://www.lennysnewsletter.com/p/pricing-and-scaling-your-ai-product-madhavan-ramanujam— My biggest takeaways (for paid newsletter subscribers): https://www.lennysnewsletter.com/i/168109183/my-biggest-takeaways-from-this-conversation—Where to find Madhavan Ramanujam:• X: https://x.com/madhavansf• LinkedIn: https://www.linkedin.com/in/madhavansf/• Promo email for Scaling Innovation: promo@49palmsvc.com — If you're purchasing more than five copies, send a screenshot of your receipt to enter Madhavan's exclusive bundle raffle.—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Madhavan and his work(04:30) The core thesis of Scaling Innovation(09:20) Common traps founders fall into(12:06) Beautifully simple pricing(15:00) Mastering negotiations(26:51) Other strategies for effective pricing and monetization(27:35) How AI pricing is different(31:33) Handling POCs(36:25) The importance of mastering monetization(38:58) Choosing the right AI pricing model(43:13) Current trends in AI pricing(44:48) Strategizing for outcome-based models(50:23) Packaging strategies for scaling(51:37) Adapting pricing strategies over time(53:40) Key axioms for pricing success(58:00) Takeaways for founders(01:01:33) Lightning round and final thoughts—Referenced:• The art and science of pricing | Madhavan Ramanujam (Monetizing Innovation, Simon-Kucher): https://www.lennysnewsletter.com/p/the-art-and-science-of-pricing-madhavan• Cursor: https://www.cursor.com/• The rise of Cursor: The $300M ARR AI tool that engineers can't stop using | Michael Truell (co-founder and CEO): https://www.lennysnewsletter.com/p/the-rise-of-cursor-michael-truell• Sierra Finn: http://www.sierrafinn.com/• Chargeflow: https://www.chargeflow.io/• GitHub: https://github.com/• Intercom: https://www.intercom.com/• Warren Buffett's quote: https://www.goodreads.com/quotes/11478913-if-you-ve-got-the-power-to-raise-prices-without-losing• Sierra: https://sierra.ai/• Clay Bavor on LinkedIn: https://www.linkedin.com/in/claybavor/• Mission: Impossible—The Final Reckoning: https://www.imdb.com/title/tt9603208/• Delphi: https://www.delphi.ai/• Dara Ladjevardian on LinkedIn: https://www.linkedin.com/in/dara-ladjevardian/• Sam Spelsberg on LinkedIn: https://www.linkedin.com/in/samuel-spelsberg/• Lennybot: https://www.lennybot.com/• Granola: https://www.granola.ai/• Simon-Kucher: https://www.simon-kucher.com/• Josh Bloom on LinkedIn: https://www.linkedin.com/in/joshuabloompricingconsulting/—Recommended books:• Monetizing Innovation: How Smart Companies Design the Product Around the Price: https://www.amazon.com/Monetizing-Innovation-Companies-Design-Product/dp/1119240867• Scaling Innovation: How Smart Companies Architect Profitable Growth: https://www.amazon.com/dp/1119633060• Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers: https://www.amazon.com/Business-Model-Generation-Visionaries-Challengers/dp/0470876417• Thinking Fast and Slow: https://www.amazon.com/Thinking-Fast-Slow-Daniel-Kahneman/dp/0374533555/• Contagious: Why Things Catch On: https://www.amazon.com/Contagious-Things-Catch-Jonah-Berger/dp/1451686587/—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.Lenny may be an investor in the companies discussed. To hear more, visit www.lennysnewsletter.com

Steven Forth is the Co-founder and Chief Value Officer at Ibbaka, a leading value and pricing consulting firm. With deep expertise in AI applications for pricing and value modeling, Steven is at the forefront of developing intelligent agents that help businesses understand and communicate value more effectively. His work focuses on the intersection of artificial intelligence, pricing strategy, and value creation, making him a pioneer in applying AI to solve complex pricing challenges. In this episode, Steven shares his insights on how benchmarking is revolutionizing both AI development and pricing strategy. Drawing parallels between how AI models are improved through benchmarking and how pricing models should be evaluated, he introduces a framework for measuring pricing effectiveness that could transform how we approach pricing decisions. Together with Mark, they explore the challenges of establishing "truth" in pricing, the role of synthetic data, and the future of AI-powered pricing tools.   Why you have to check out today's podcast: Discover how AI benchmarking principles can revolutionize pricing model evaluation. Understand how to evaluate pricing models from both buyer and seller perspectives. Explore the future of AI-powered pricing tools and what it means for pricing professionals.   "We don't start with the truth. We have to work our way towards truth through multiple iterations and applications." – Steven Forth   Topics Covered: 02:15 – How Intercom's FinAI agent uses daily benchmarking to improve ticket resolution performance 05:30 – Why AI's success is built on benchmarking and how it emerged from the ImageNet competition 08:45 – The critical problem: pricing lacks standardized benchmarking like AI models have 11:20 – Michael Mansard's 12-factor pricing model assessment and its potential as an industry standard 14:10 – Why pricing models must be evaluated from both buyer and seller perspectives 17:25 – How market segmentation and use cases complicate pricing model benchmarking 20:40 – The role of synthetic data in pricing research and model validation 24:15 – Why "vibe coding" could disrupt traditional pricing consulting within 3 years 27:30 – The search for truth in pricing: hedonic pricing models and market assumptions 31:45 – Introduction to ValueIQ: Ibbaka's new AI agent for value-based selling   Key Takeaways: "Anyone who says that they're data centric or data driven is actually before that they have to be model driven because they're using some form of model to organize the data." – Steven Forth "We should have done this 20 years ago. What were we thinking? Well, we weren't thinking. And we didn't have ways to do this for us anyway." – Steven Forth (on developing pricing benchmarks) "Benchmarking every day, I think, is going to be critical to the success of agents that do important business things." – Steven Forth "You can always improve your measurement, but at some point the return of improving the measurement is lower than the cost of increasing the validity of the measurement." – Steven Forth   Resources and People Mentioned: Douglas Hubbard's How to Measure Anything (book): https://www.amazon.com/How-Measure-Anything-Intangibles-Business/dp/1118539273  ImageNet: https://image-net.org/  Michael Mansard's 12-Factor Pricing Model: https://www.insead.edu/bio/michael-mansard-0  Intercom's FinAI: https://www.intercom.com/help/en/articles/8205718-fin-ai-agent-resolutions  Lovable, Replit, Bolt: https://linkblink.medium.com/bolt-vs-cursor-vs-replit-vs-lovable-ai-coders-comparison-guide-3b9d41e75810  ValueIQ: https://www.ibbaka.com/ibbaka-market-blog/get-ready-for-valueiq-sign-up-now-for-beta-access    Connect with Steven Forth: LinkedIn: https://www.linkedin.com/in/stevenforth/  Email: steven@ibbaka.com   Connect with Mark Stiving: LinkedIn: https://www.linkedin.com/in/stiving/ Email: mark@impactpricing.com  

Episode SummaryAlexander DeMoulin joins the OnBase Podcast to share his candid and inspiring journey from a failed salesperson to a respected RevOps leader. In this episode, he offers a behind-the-scenes look at how trust is built between sales and marketing teams—and why “bad data” is often the first and biggest barrier to collaboration.From his apartment (formerly his basement), Alexander details how he used scrappy problem-solving and tools like Clay and Clearbit to rebuild trust with sales by cleaning up data, operationalizing lists, and turning feedback into action. His story is not just about tools and processes, but about earning buy-in and enabling cross-functional teams to take confident action.Key TakeawaysFailure Fuels ClarityAlexander's early struggles in sales revealed his strengths in operations, eventually guiding him into GTM Ops.Trust Is EverythingYears of failed outbound efforts eroded sales trust. Only deep collaboration and transparency could repair it."Bad Data" Isn't Just a Problem—It's the ProblemNo enrichment tool fixes poor internal hygiene. Alexander tackled duplicates, rogue opportunities, and data mismatches at scale.Operational Alignment Enables Strategic FeedbackOnce trust was restored, sales, marketing, and ops could collaboratively address messaging, strategy, and execution with accountability in all directions.Quotes“There's never perfect data in Salesforce. What matters is if your team can trust it enough to act.”Best Moments (01:11) From Fired Salesperson to Ops Leader Alexander recounts the painful but transformative early career journey that shaped his specialization in ops.(06:11) Where Outbound Lists Fail The unsexy truth behind bad data, duplicate accounts, and trust breakdowns between marketing and sales.(11:44) The Turning Point A Slack message on a weekend sparks a rethinking of the entire outbound engine—led by Alexander.(14:06) Peanut Butter and Clay How Alexander turned wild sales criteria (“they need peanut butter on their site”) into scalable enrichment using Clay.(21:03) The 6-Column Salesforce Truth Test His most impactful solution: a system that ensured every account passed a rigorous check before reaching sales.(26:19) From Bad Data to Collaborative Gold With trust rebuilt, feedback loops expanded across ops, sales, and marketing, unlocking real collaboration.Tech RecommendationsClay – A web scraping and enrichment platform that empowered solo operators to iterate quickly, prototype creatively, and scale list building.Clearbit – The foundational enrichment layer that Alexander used for domain normalization and duplicate detection in Salesforce.Resource RecommendationsNewsletter:Growth Unhinged by Kyle Poyar – Offers practical go-to-market and pricing insights, especially relevant in the AI era.About the GuestAlexander DeMoulin is the Director of Go-To-Market Operations at Intercom. With a career that started in university fundraising and took a winding journey through failed sales roles and marketing operations, Alexander brings a grounded, hands-on perspective to operational strategy. He's led transformative work in sales and marketing alignment and is especially known for operationalizing outbound programs through innovative use of enrichment tools like Clay and Clearbit.Connect with Alexander.

How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth O'Brien, Senior Director, AI Support, Intercom, about how Intercom's support team maintains 75%+ resolution rates - from the processes behind new product launches to the culture of continuous improvement across both AI and human teams.Watch on YouTube: https://youtu.be/7poemldqBjc?si=DQ8C4Z_0aqzLbzccFollow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/bobbystapleton/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/Check out our /ideas podcast: https://youtu.be/GPkDfauTz6I?si=oFDgt6Phe4jBG0ZUFollow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomhttps://www.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Cosa stanno facendo Intercom, Lovable, Notion, ecc

Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O'Brien, Senior Director, AI Support at Intercom to share how his team blends AI and human support to deliver a high-quality experience at scale. Follow the peoplehttps://www.linkedin.com/in/ruthieob/https://www.linkedin.com/in/samueljacobmiller/NewsletterSign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Follow The Ticket podcast:Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVFRSS Feed https://art19.com/shows/inside-intercomSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomwww.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

You probably know Intercom… but did you know they recently incubated a new startup called Fin that has already surpassed the core business?They've pulled off a massive transition to an AI-native product and design org so today we're going behind-the-scenes with their VP of Design Emmet Connolly.Some highlights:Why Emmett believes designers will own the frontendThe opportunity for design systems in an AI-first worldWhat Emmett looks for when hiring designers in the AI eraWhy liquid glass represents the wrong direction for designHow Intercom's AI product Fin overtook their core businessWhy the start of an S-curve is the best time to be a designerHow AI is flipping the traditional product development processa lot morePlato's cave analogyOpenAI's forward deployed engineer roleApple's liquid glass designFons Mans helped on the design of Fin

Ioana and Caitlin explore how designers at Intercom are beginning to use the Cursor tool to code directly, discuss the broader adoption of AI technologies, examine their effects on workflows and company culture, and consider how these advancements might shape the future of design and development roles.This episode was recorded in partnership with ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Wix Studio.⁠⁠⁠⁠⁠⁠⁠In this episode: • How did designers at Intercom begin using the Cursor tool and editing code directly within the platform?• Which tools on the market are considered the safest and most user-friendly? Why did you choose the Cursor tool specifically? • Can you describe the designers' workflow and what the interface looks like?• How would you describe the culture at Intercom?• What criteria do you use to decide which AI tools to adopt and which parts of the design process to automate?• How can individuals outside of the current environment start experimenting with these technologies?• How can companies begin educating their employees about AI? Would you recommend establishing an internal AI team or program?• Do you evaluate AI fluency when hiring? If so, how does that influence your hiring decisions?• How do you see our roles evolving with these advancements? • Will we still primarily use tools like Figma, or will we shift towards prompting coding tools? What is your vision for the future of design and development roles?This episode's guest: Caitlin Rich has been in the design industry since 2008, which is 17 years now, starting as a graphic designer in Sydney, Australia, before shifting into product design and finding her footing in the startup scene in London. She's worked mostly within fintech and is now a Group Design Manager for the Growth Group at Intercom, focusing on ensuring new customers have a great experience, including the adoption of Finn, Intercom's AI agent.Check out these links:Join Anfi's ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Job Search community⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠.⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠The community includes 3 courses, 12 live events and workshops, and a variety of templates to support you in your job search journey.Ioana's ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠AI Goodies Newsletter⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Enroll in Ioana's AI course ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠"**AI-Powered UX Design: How to Elevate Your UX Career"**⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ on Interaction Design Foundation with a 25% discount.⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠❓Next topic ideas:Submit your questions or feedback anonymously ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Links:

With a few smart speakers, you've got a way to talk to any room in your house. Learn more about your ad choices. Visit megaphone.fm/adchoices

Hey CX Nation,In this week's episode of The CXChronicles Podcast #261 we were capturing live interviews at Customer Contact Week at The Caeasar's Forum in Las Vegas, NV.We joined 5,000+ attendees, from 49 states, 51 countries, and spent time meeting & learning from 250+ of the largest solution providers in the CX & customer contact center space. Let's call it what is folks, this is essentially the "Super Bowl of CX" the best & brightest companies in our game gather at CCW to talk shop & share their latest & greatest features, gadgets & services.Our guest interviews for this IRL (in-real life) event episode included: Peter Nilsson (Microsoft), Michael Kinsella & Tomas Piacek (Klearcom), Ashu Dubey (Alhena AI) Janet Vito & Emily Cash (Cyara). Each of the guests in this episode had unique points of view on the state of CX/CS/Customer Support & what the future of business will look like in today's world thanks to our favorite new little buddy, AI. **Episode #261 Highlight Reel:**1. CXC IRL Interviews from CCW Las Vegas 20252. Learnings from 250+ leading solution providers in customer contact3. Things that are top of mind for CX/CS/Support executives4. Improving your customer experience & building alongside AI for the future5. Examples of world-leading AI companies/solutions to keep your eyes onClick here to watch CXCP #261 On CXC YoutubeClick here to learn about Customer Contact WeekHuge thanks to everyone for joining us on this week's episode of The CXChronicles Podcast and featuring their work and efforts in pushing the customer & employee (agent) experience space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Apple & Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members to expand our customer focused community.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  strategic partners (Hubspot, Intercom, Zendesk, Freshworks, Forethought AI & Ascendr) + check-out the CXC Healthzone to learn more about our CX/CS/RevOps focused on-demand services.Are you looking to learn more about the world of Customer Sales & Marketing, Customer Experience, Customer Success, Employee Experience & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.For you non-readers, go check out the CXChronicles Youtube channel to see our customer & employee focused business content. Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

In the first episode of /ideas, Chief Product Officer Paul Adams talks with Co-founder and Chief Strategy Officer Des Traynor about how AI is reshaping everything: how we build products, structure teams, and go to market.Follow the peoplehttps://www.linkedin.com/in/destraynor/https://www.linkedin.com/in/pauladams/LinkedIn: https://www.linkedin.com/showcase/fin/X: https://x.com/intercomhttps://fin.ai/ideas/See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Savage and Them: Savage is on his channel rambling about his professional relationship with Corey Feldman and Jim and Them? Machine Gun Kelly: MGK dropped a new pop song, Cliche, and it's embarrassing. Mike is upset over his sleeves. Numerology: Corey answered our question about how 6/2 is a double 2-2 day and does everything make sense now!? Also the cringe of the girl singing Moana on a delayed flight. THE BEAR!, FUCK YOU, WATCH THIS!, SUMMERTIME!, WILL SMITH!, DJ JAZZY JEFF!, 867-5309!, SAVAGE!, SAVAGE AND THEM!, MUSICIAN!, COREY FELDMAN!, DELUSIONAL!, STREAMATHON!, HAWAII TOM!, INSIDE SCOOP!, RAMBLING!, CRAZY!, SAN FRANCISCO!, PROSTITUTE SONG!, GUNS N ROSES!, STUDIO!, MGK!, POP PUNK!, POST MALONE!, GRUNGE!, COUNTRY!, POWER POP!, GENRE GUY!, GAY!, K-POP!, DANCE!, RAPPER!, HOOK!, KATY PERRY!, CLICHE!, RUN AWAY WITH ME!, ROLLING STONE!, FOR THE BROADS!, FOR THE FELLAS!, SURVEY!, BEN!, FAKE SONG!, SHABOOZEY!, GHEY!, SOUTH PARK!, YOU'RE MAD!, YOU MAD!, NUMEROLOGY!, TRIPLE 2-2!, SOUBLE 2-2!, 2025!, CRAZY!, MIND BLOWN!, CALLERS!, BRUCE!, FANS!, CARNIVAL GRIFTER!, SCUMBAG!, BAD CALLER TURNED GOOD!, JENNIFER!, INTERCOM!, MOANA!, SINGING!, WHOLESOME!, CRINGE!, EMBARRASSED!, SILENCE!, HUMMING!, EYEBROWS RAISED!, CHORUS!, SMATTERING OF APPLAUSE!  You can find the videos from this episode at our Discord RIGHT HERE!

Hey CX Nation,In this week's episode of The CXChronicles Podcast #260, we welcomed Patrick McCullough, President of Hallmark Business Connections, based in Kansas City, MO. Just like you rely on Hallmark to strengthen your personal relationships, you can count on them to keep your business going and growing.We help businesses by turning customers into advocates, employees into champions and companies into more connected environments all through the power of an unexpected Hallmark card.Nothing better than a "tangible thank you" in a world where everything seems to be moving towards digital. In this episode, Patrick and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at Hallmark Business Connections think through on a daily basis to build world class customer experiences.**Episode #260 Highlight Reel:**1. Hallmark cards -- the game changer in a digital world 2. Leveraging traditional mediums to grow your business & CX efforts3. Why tangible gifts & notes are still extremely beneficial in business 4. Expanding your tool-kit for customer & employee shout-outs 5. What we can learn from Hallmark about remaining relevant over decadesClick here to learn more about Patrick McCulloughClick here to learn more about Hallmark Business ConnectionsHuge thanks to Patrick for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

Sebastian Barrios was the longtime head of product and engineering at Mercado Libre, the largest company in Latin America—valued at over $100 billion and home to more than 100,000 employees. There, he led a team of more than 18,000 engineers across 18 countries and oversaw an astonishing 30,000 code deployments a day. Before Mercado Libre, he founded multiple startups, including a ridesharing company that competed directly with Uber in Latin America. And at just 17, he got a personal phone call from Steve Jobs asking him to take his app off the App Store. Today, Sebastian is the SVP of Engineering at Roblox.What you'll learn:• Why Mercado Libre operates with 95% fewer PMs than typical tech companies (and how it actually works)• How to maintain product quality with 30,000 daily deployments and distributed ownership• The weekly email system Sebastian uses to maintain alignment with leadership• How to build a culture of radical candor and direct feedback in a traditionally hierarchical region• The counterintuitive approach to product reviews that keeps 18,000 engineers aligned• How to evaluate hype cycles (crypto, AI) pragmatically while staying innovative—Brought to you by:Merge—A single API to add hundreds of integrations into your appVanta—Automate compliance. Simplify securityLinkedIn Ads—Reach professionals and drive results for your business—Where to find Sebastian Barrios:• LinkedIn: https://www.linkedin.com/in/zebas/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Sebastian Barrios and Mercado Libre(05:03) Mercado Libre's scale and unique ways of operating(14:48) AI's impact on operations(19:19) Empowering teams and reducing fear of failure(34:20) The importance of radical candor(38:26) Weekly updates(41:03) Avoiding hype cycles(44:24) When Steve Jobs personally called 17-year-old Sebastian(49:00) Building successful app businesses(55:33) Unique personal habits(01:04:00) Raising independent children(01:07:15) Lightning round and final thoughts—Referenced:• Mercado Libre: https://www.mercadolibre.com/• Claude: https://claude.ai/• Salesforce: https://www.salesforce.com/• Nvidia: https://www.nvidia.com/• TikTok: https://www.tiktok.com/• Adobe: https://www.adobe.com/• Uber: https://www.uber.com/• OpenAI: https://openai.com/• Marcos Galperin on LinkedIn: https://www.linkedin.com/in/marcosgalperin/• Cursor: https://www.cursor.com/• Windsurf: https://windsurf.com/• Which companies produce the best product managers: https://www.lennysnewsletter.com/p/which-companies-produce-the-best• Which companies accelerate PM careers most: https://www.lennysnewsletter.com/p/which-companies-accelerate-your-pm• How Revolut trains world-class product managers: The “local CEO” model, raw intellect over experience, and a cultural obsession with building wow products | Dmitry Zlokazov (Head of Product): https://www.lennysnewsletter.com/p/how-revolut-trains-world-class-product-managers• Intercom: https://www.intercom.com/• Atlassian: https://www.atlassian.com/• Radical Candor: From theory to practice with author Kim Scott: https://www.lennysnewsletter.com/p/radical-candor-from-theory-to-practice• Managing up: https://www.lennysnewsletter.com/p/managing-up• Steve Jobs: https://en.wikipedia.org/wiki/Steve_Jobs• Tobi Lütke's leadership playbook: Playing infinite games, operating from first principles, and maximizing human potential (founder and CEO of Shopify): https://www.lennysnewsletter.com/p/tobi-lutkes-leadership-playbook• Everything Everywhere All at Once: https://www.imdb.com/title/tt6710474/• Dune on Max: https://www.max.com/movies/dune/e7dc7b3a-a494-4ef1-8107-f4308aa6bbf7• Bluey on Disney+: https://www.disneyplus.com/browse/entity-fa6973b9-e7cf-49fb-81a2-d4908e4bf694• Mentava: https://www.mentava.com/• Matt Bateman's website: https://mattbateman.xyz/• Beast Academy: https://beastacademy.com/• David protein bars: https://davidprotein.com/• Marc Andreessen on X: https://x.com/pmarca• Tatami mats: https://en.wikipedia.org/wiki/Tatami—Recommended books:• Radical Candor: Be a Kick-Ass Boss Without Losing Your Humanity: https://www.amazon.com/Radical-Candor-Kick-Ass-Without-Humanity/dp/1250103509• High Output Management: https://www.amazon.com/High-Output-Management-Andrew-Grove/dp/0679762884/• The Odyssey: https://www.amazon.com/Odyssey-Homer/dp/0140268863• The Dream Machine: https://www.amazon.com/Dream-Machine-M-Mitchell-Waldrop/dp/1732265119/• Dune: https://www.amazon.com/Dune-Chronicles-Book-1/dp/0441013597/—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.lennysnewsletter.com/subscribe

Hey CX Nation,In this week's episode of The CXChronicles Podcast #259, we welcomed Joe Anderson, Senior Director - Head of CX & Digital Transformation at TaskUs based in New Braunfels, TX.TaskUs is a different breed of BPO. They are a collective of highly capable humans, who understand how to deploy technology and data to best serve your purpose. From Digital CX to Trust & Safety, AI Services, Risk + Response, Consulting, and anything in between, we consider ourselves responsible for protecting our partners' interests and supporting their long term success through innovation and technology - powered by ridiculously smart people.In this episode, Joe and Adrian chat through the Four CX Pillars: Team, Tools, Process & Feedback. Plus share some of the ideas that his team at TaskUs think through on a daily basis to build world class customer experiences.**Episode #259 Highlight Reel:**1. Leading AI-safety initiatives at TaskUs  2. Developing and leveraging AI-powered analytics for customers 3. Partnering with Decagon and Regal focusing on augmentation 4. Constant monitoring & analysis of customer interactions to fuel sales5. Leveraging playbooks & how-to guides to create incredible EX Click here to learn more about Joe AndersonClick here to learn more about TaskUsHuge thanks to Joe for coming on The CXChronicles Podcast and featuring his work and efforts in pushing the customer experience & customer success space into the future.If you enjoy The CXChronicles Podcast, stop by your favorite podcast player hit the follow button and leave us a review today.For our Spotify friends, make sure you are following CXC & please leave a 5 star review so we can find new listeners & members of our community.For our Apple friends, same deal -- follow CXCP and leave us a review letting folks know why you love our customer focused content.You know what would be even better?Go tell one of your friends or teammates about CXC's content,  our strategic partners (Hubspot, Intercom, & Zendesk) + they can learn more about our CX/CS/RevOps On-Demand services & please invite them to join the CX Nation!Are you looking to learn more about the world of Customer Experience, Customer Success & Revenue Operations?Click here to grab a copy of my book "The Four CX Pillars To Grow Your Business Now" available on Amazon or the CXC website.Reach Out To CXC Today!Support the showContact CXChronicles Today Tweet us @cxchronicles Check out our Instagram @cxchronicles Click here to checkout the CXC website Email us at info@cxchronicles.com Remember To Make Happiness A Habit!!

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom's Bobby Stapleton to explore his team's experience trialing Intercom's new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones.Watch this episode on YouTube: https://youtu.be/QF8nxSXzdlo?si=W8KEtdHXhAw2JUGkFollow the peoplehttps://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/jaredellis/NewsletterSign up for *The Ticket:* A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSay hiLinkedIn: https://www.linkedin.com/company/intercom/X: https://x.com/intercomwww.fin.aiSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

SaaStr 803: AI, Sales + GTM in 2025/2026: This Really Changes Everything with SaaStr CEO and Founder Jason Lemkin and Owner CRO Kyle Norton In this engaging session, we dive deep into how AI is transforming the sales landscape, featuring a conversation between SaaStr CEO and Founder Jason Lemkin and Kyle Norton, the Chief Revenue Officer of Owner, a company recently valued at over a billion dollars. The discussion covers Kyle's background and his insights into implementing AI in sales operations, the challenges and benefits of using AI tools, and the critical importance of a curiosity-driven approach to technology among sales leaders. Key topics include the integration of AI in SMB sales, the future of sales professional roles, and the necessity of continuous improvement and adoption of AI tools. The conversation also touches on the need for creating a seamless customer journey through AI and human interface, managing hybrid teams of AI and sales reps, and the potential for AI to close deals. Essential for anyone interested in the intersection of AI and sales, this session offers practical strategies and forward-looking perspectives. --------------------------------------------------------------------------------------------   Tired of listening to hours of sales calls? Recording is yesterday's game. Attention.com unleashes an army of AI sales agents that auto-update your CRM, build custom sales decks, spot cross-sell signals, and score calls before your coffee's cold. Teams like BambooHR and Scale AI already automate their Sales and RevOps using customer conversations. Step into the future at attention.com/saastr   -------------------------------------------------------------------------------------------- --------------------------------------------------------------------------------------------   Do you know what would make your customer service helpdesk dramatically better? Dumping it and switching to Intercom.  But, youʼre not quite ready to make that change. We get it!   Thatʼs why Fin, the worldʼs leading AI customer service agent, is now available on every helpdesk.   Fin can instantly resolve up to 80% of your tickets,  Which makes your customers happier. And you can get off the customer service rep hiring treadmill.   Fin by Intercom. Named the #1 AI Agent in G2ʼs Winter Report.      Learn more at : inter.com/saastr   --------------------------------------------------------------------------------------------

Madeline is back to talk about how disturbing it was growing up with Drew. you're bi Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

Madeline is back to talk about how disturbing it was growing up with Drew. you're bi Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Learn more about your ad choices. Visit megaphone.fm/adchoices

Mayur Kamat is the chief product officer at N26—a $9 billion neobank serving over 7 million customers in 25 countries—where he leads product, design, data, and research. Prior to N26, Mayur was Head of Product at Binance, growing the crypto exchange to a peak $400 billion valuation. Earlier in his career, he built and scaled products at Google (Gmail Mobile, Hangouts), Microsoft, and travel unicorn Agoda.Learn:1. How to find and focus on the highest-leverage problems2. Why you shouldn't optimize for compensation early in your career3. Why you should optimize for strengths, not weaknesses4. Why you need to decide if you truly want the C-suite path5. Why working at a fintech company creates exceptional PMs6. Strategy = hypothesis × experimentation velocity7. Small, fast wins compound faster than big, slow bets—Brought to you by:• WorkOS—Modern identity platform for B2B SaaS, free up to 1 million MAUs• Paragon—Ship every SaaS integration your customers want• Vanta—Automate compliance. Simplify security.—Where to find Mayur Kamat:• X: https://x.com/5degreez• LinkedIn: https://www.linkedin.com/in/mayur/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction and Mayur's background(04:49) Working at Binance: An inside look(18:18) Career advice for product managers(27:00) PM career paths(33:58) Understanding fintech customers(36:00) Understanding your strengths(44:46) Creating a culture of experimentation(51:14) Hiring and developing top talent(54:50) Building a diverse product portfolio(57:08) Working in high talent density areas(59:43) Personal and professional balance(01:06:32) High-leverage opportunities and decision making(01:14:28) AI tools in the workplace(01:19:14) Failure corner(01:25:11) Lightning round and final thoughts—Referenced:• Binance: https://www.binance.us/• Google: https://about.google/• Microsoft: https://www.microsoft.com/• Agoda: https://www.agoda.com• N26: https://n26.com/• Which companies accelerate PM careers most: https://www.lennysnewsletter.com/p/which-companies-accelerate-your-pm• Which companies produce the best product managers: https://www.lennysnewsletter.com/p/which-companies-produce-the-best• Bezos Says Work-Life Balance is a “Debilitating” Phrase: https://www.investopedia.com/news/bezos-says-worklife-balance-debilitating-phrase/• Maslow's Hierarchy of Needs: https://www.simplypsychology.org/maslow.html• PayPal Mafia: https://en.wikipedia.org/wiki/PayPal_Mafia• Changpeng Zhao on LinkedIn: https://www.linkedin.com/in/cpzhao/• Ray Dalio on LinkedIn: https://www.linkedin.com/in/raydalio/• Porter's five forces: https://en.wikipedia.org/wiki/Porter%27s_five_forces_analysis• Jonathan Rosenberg on X: https://x.com/jjrosenberg• Aura: https://buy.aura.com/• Intercom: https://www.intercom.com/• Palantir: https://www.palantir.com/• Revolut: https://www.revolut.com/• Chime: https://www.chime.com/• Stripe: https://stripe.com/• Dropbox: https://www.dropbox.com/• Alex Algard on LinkedIn: https://www.linkedin.com/in/alexalgard• Hiya: https://www.hiya.com/• Brian Chesky's new playbook: https://www.lennysnewsletter.com/p/brian-cheskys-contrarian-approach• Gemini: https://gemini.google.com/app• Writer: https://writer.com/• Google Hangouts: https://en.wikipedia.org/wiki/Google_Hangouts• Sundar Pichai on LinkedIn: https://www.linkedin.com/in/sundarpichai/• Google Meet: https://meet.google.com/landing• House on Hulu: https://www.hulu.com/series/ef39603f-eb90-4248-8237-f6168d7c1be1• Big Bang Theory on Hulu: https://www.hulu.com/series/9bde5aeb-5297-4290-b173-19a4d59cc11d• Adolescence on Netflix: https://www.netflix.com/title/81756069• The White Lotus on HBO: https://www.hbo.com/the-white-lotus• Robinhood: https://robinhood.com/us/en/• Nikita Bier's post on X about Bible Chat: https://x.com/nikitabier/status/1915252215507210349• Bible Chat: https://apps.apple.com/us/app/bible-chat-daily-devotional/id6448849666?mt=8• Suno: https://suno.com/home• Disfrutar: https://www.disfrutarbarcelona.com/—Recommended books:• StrengthsFinder 2.0: https://www.amazon.com/StrengthsFinder-2-0-Tom-Rath/dp/159562015X• The 5 Types of Wealth: A Transformative Guide to Design Your Dream Life: https://www.amazon.com/Types-Wealth-Transformative-Guide-Design/dp/059372318X—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.lennysnewsletter.com/subscribe

SaaStr 802: SaaS + AI: It's Time to Move Much Faster with SaaStr CEO and Founder Jason Lemkin Join SaaStr CEO and Founder Jason Lemkin in this compelling podcast that was recorded live from SaaStr Annual, as he discusses the rapid transformation in the SaaS industry driven by AI advancements. Reflecting on changes since last September, Jason emphasizes the necessity for SaaS leaders and companies to move faster, re-skill their teams, and adopt AI-first strategies to stay competitive. Hear real-world examples of how AI is revolutionizing sales, customer support, and coding productivity, leading to significant industry shifts. This session is a call to action with a message of tough love: adapt quickly, be relentless, and work harder to navigate the evolving landscape and ensure continued success. --------------------------------------------------------------------------------------------   Tired of listening to hours of sales calls? Recording is yesterday's game. Attention.com unleashes an army of AI sales agents that auto-update your CRM, build custom sales decks, spot cross-sell signals, and score calls before your coffee's cold. Teams like BambooHR and Scale AI already automate their Sales and RevOps using customer conversations. Step into the future at attention.com/saastr   --------------------------------------------------------------------------------------------   Do you know what would make your customer service helpdesk dramatically better? Dumping it and switching to Intercom.  But, youʼre not quite ready to make that change. We get it!   Thatʼs why Fin, the worldʼs leading AI customer service agent, is now available on every helpdesk.   Fin can instantly resolve up to 80% of your tickets,  Which makes your customers happier. And you can get off the customer service rep hiring treadmill.   Fin by Intercom. Named the #1 AI Agent in G2ʼs Winter Report.      Learn more at : inter.com/saastr   --------------------------------------------------------------------------------------------  

Intercom's CPO Paul Adams joins The Product Experience to talk about how the company has radically transformed its approach in the wake of AI's acceleration. From ripping up roadmaps and reorganising teams to reinventing pricing models, Paul shares what it really takes to adapt—fast.Key takeaways"You're not selling users anymore. You're selling work."AI has shifted Intercom's business model from seat-based to outcome-based pricing—charging per resolution, not per person."We ripped up our strategy five days after ChatGPT launched."Intercom made a bold, immediate pivot to reorient its product and vision around AI, including launching a new website and scrapping existing roadmaps."The only thing that's persisted is our principles."While teams, triads and structures were dismantled, Intercom kept its core product principles intact—like 'start with the problem'."This isn't evolution—it's a new species of company."Intercom now compares itself to AI-native startups, not its former self. It has rebuilt the product team into flexible, role-fluid workstreams."People have left because it's not for them."The pace of change has human costs. Leadership must communicate directly and honestly to support people through radical transformation."I worry I'll be left behind too."Even senior leaders are actively relearning—Paul admits to using tools like Replit and Lovable to stay current with AI-native UX trends.Chapters00:00 – Opening thoughts: fear of being left behind in the AI era00:18 – Introduction to the episode and Paul Adams01:00 – Paul's journey from Google and Facebook to Intercom01:51 – What it's like to witness Intercom evolve over 11+ years02:22 – The energy and disruption brought on by AI03:17 – From seat-based to value-based pricing: the big shift05:06 – Why AI made Intercom rethink everything, fast07:58 – Sales team challenges: retraining to sell a new model09:43 – The business impact: Fin's rapid growth and dual-model tension11:02 – What it means to “sell work” instead of licences12:58 – New kinds of jobs emerging around AI tooling14:45 – Ripping up process: how Intercom builds products now16:00 – Competing with AI-native startups, not legacy Intercom17:49 – The one thing that stayed: Intercom's product principles18:54 – Why starting with the problOur HostsLily Smith enjoys working as a consultant product manager with early-stage and growing startups and as a mentor to other product managers. She's currently Chief Product Officer at BBC Maestro, and has spent 13 years in the tech industry working with startups in the SaaS and mobile space. She's worked on a diverse range of products – leading the product teams through discovery, prototyping, testing and delivery. Lily also founded ProductTank Bristol and runs ProductCamp in Bristol and Bath. Randy Silver is a Leadership & Product Coach and Consultant. He gets teams unstuck, helping you to supercharge your results. Randy's held interim CPO and Leadership roles at scale-ups and SMEs, advised start-ups, and been Head of Product at HSBC and Sainsbury's. He participated in Silicon Valley Product Group's Coaching the Coaches forum, and speaks frequently at conferences and events. You can join one of communities he runs for CPOs (CPO Circles), Product Managers (Product In the {A}ether) and Product Coaches. He's the author of What Do We Do Now? A Product Manager's Guide to Strategy in the Time of COVID-19. A recovering music journalist and editor, Randy also launched Amazon's music stores in the US & UK.

you're bi Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Get 20% off your first order of Liquid I.V. at https://liquidiv.com with code EMERGENCY. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom Learn more about your ad choices. Visit megaphone.fm/adchoices

you're bi Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Get 20% off your first order of Liquid I.V. at https://liquidiv.com with code EMERGENCY. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

Dmitry Zlokazov is the head of product at Revolut, the $45 billion fintech giant operating in over 50 countries, serving more than 50 million customers, and producing some of the world's top product leaders. Dmitry shares his hard-won lessons, contrarian org design principles, and day-to-day practices that power Revolut's relentless shipping velocity, culture of ownership, and unparalleled “wow” product experience.What you'll learn:1. Revolut's unique organizational approach, where “product owners” manage cross-functional pods as “local CEOs,” with genuine end-to-end ownership and hiring/firing power2. How a radical, ultra-flat structure enables more than 150 product owners to maintain founder-level quality and velocity across dozens of parallel launches3. How Revolut maintains quality while shipping hundreds of features across over 50 countries4. Why Revolut favors “raw intellect and hunger” over experience, and how internal transfers (including ex-engineers and ops managers) become the company's most successful product leaders5. How Revolut's founders review every single UI shipped, and why this founder detail obsession scales rather than limits innovation6. Their framework for launching new products—from ideation, validation, and first user cohort to rapid “algorithmization” and scaling across countries7. The importance of treating products that are 99% done as closer to 0% done, vs. 100% done—This entire episode is brought to you by Stripe—Helping companies of all sizes grow revenue.—Where to find Dmitry Zlokazov:• X: https://x.com/Dzlokazov• LinkedIn: https://www.linkedin.com/in/zlokazov/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Dmitry and Revolut(03:41) Revolut's unique approach to product management(06:58) The role and responsibilities of product owners(09:28) Types of product owners at Revolut(15:50) Building “wow” products(25:00) Hiring practices(31:33) Managing teams and projects(41:07) Revolut's diverse product offerings(44:40) Scaling new products successfully(52:10) Attracting top talent(58:43) Failure corner(01:02:49) Lightning round and final thoughts—Referenced:• Revolut: https://www.revolut.com/• Intercom: https://www.intercom.com/• Palantir: https://www.palantir.com/• Which companies produce the best product managers: https://www.lennysnewsletter.com/p/which-companies-produce-the-best• Which companies accelerate PM careers most: https://www.lennysnewsletter.com/p/which-companies-accelerate-your-pm• Deliver WOW to our customers: https://www.revolut.com/blog/post/deliver-wow/• Nik Storonsky on LinkedIn: https://www.linkedin.com/in/nstoronsky• Vlad Yatsenko on LinkedIn: https://www.linkedin.com/in/yatsenko/• How Palantir built the ultimate founder factory | Nabeel S. Qureshi (entrepreneur and writer, ex-Palantir): https://www.lennysnewsletter.com/p/inside-palantir-nabeel-qureshi• Gokul Rajaram on designing your product development process, when and how to hire your first PM, a playbook for hiring leaders, getting ahead in you career, how to get started angel investing, more: https://www.lennysnewsletter.com/p/gokul-rajaram-on-designing-your-product• Gokul Rajaram on X: https://x.com/gokulr• Brian Chesky's new playbook: https://www.lennysnewsletter.com/p/brian-cheskys-contrarian-approach• Schlep blindness: https://www.paulgraham.com/schlep.html• Revolut Launches RevPoints Loyalty Programme, Turning Daily Expenses into Exclusive Rewards: https://www.revolut.com/news/revolut_launches_revpoints_loyalty_programme_turning_daily_expenses_into_exclusive_rewards/• Gemini: https://gemini.google.com/• ChatGPT: https://chatgpt.com/• Figma: https://www.figma.com/• Oppenheimer: https://www.imdb.com/title/tt15398776/• Manus: https://manus.im/• Eisenhower quote: https://quoteinvestigator.com/2017/11/18/planning/• Wealth protection: https://help.revolut.com/help/security-logging-in/wealth-protection/what-is-wealth-protection/—Recommended books:• The Hard Thing About Hard Things: Building a Business when There Are No Easy Answers―Straight Talk on the Challenges of Entrepreneurship: https://www.amazon.com/Hard-Thing-About-Things-Building/dp/0062273205• Build: An Unorthodox Guide to Making Things Worth Making―Personal Journey from Product Designer to Mentor: https://www.amazon.com/Build-Unorthodox-Guide-Making-Things/dp/0063046067—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.lennysnewsletter.com/subscribe

Nabeel Qureshi is an entrepreneur, writer, researcher, and visiting scholar of AI policy at the Mercatus Center (alongside Tyler Cowen). Previously, he spent nearly eight years at Palantir, working as a forward-deployed engineer. His work at Palantir ranged from accelerating the Covid-19 response to applying AI to drug discovery to optimizing aircraft manufacturing at Airbus. Nabeel was also a founding employee and VP of business development at GoCardless, a leading European fintech unicorn.What you'll learn:• Why almost a third of all Palantir's PMs go on to start companies• How the “forward-deployed engineer” model works and why it creates exceptional product leaders• How Palantir transformed from a “sparkling Accenture” into a $200 billion data/software platform company with more than 80% margins• The unconventional hiring approach that screens for independent-minded, intellectually curious, and highly competitive people• Why the company intentionally avoids traditional titles and career ladders—and what they do instead• Why they built an ontology-first data platform that LLMs love• How Palantir's controversial “bat signal” recruiting strategy filtered for specific talent types• The moral case for working at a company like Palantir—Brought to you by:• WorkOS—Modern identity platform for B2B SaaS, free up to 1 million MAUs• Attio—The powerful, flexible CRM for fast-growing startups• OneSchema—Import CSV data 10x faster—Where to find Nabeel S. Qureshi:• X: https://x.com/nabeelqu• LinkedIn: https://www.linkedin.com/in/nabeelqu/• Website: https://nabeelqu.co/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Nabeel S. Qureshi(05:10) Palantir's unique culture and hiring(13:29) What Palantir looks for in people(16:14) Why they don't have titles(19:11) Forward-deployed engineers at Palantir(25:23) Key principles of Palantir's success(30:00) Gotham and Foundry(36:58) The ontology concept(38:02) Life as a forward-deployed engineer(41:36) Balancing custom solutions and product vision(46:36) Advice on how to implement forward-deployed engineers(50:41) The current state of forward-deployed engineers at Palantir(53:15) The power of ingesting, cleaning and analyzing data(59:25) Hiring for mission-driven startups(01:05:30) What makes Palantir PMs different(01:10:00) The moral question of Palantir(01:16:03) Advice for new startups(01:21:12) AI corner(01:24:00) Contrarian corner(01:25:42) Lightning round and final thoughts—Referenced:• Reflections on Palantir: https://nabeelqu.co/reflections-on-palantir• Palantir: https://www.palantir.com/• Intercom: https://www.intercom.com/• Which companies produce the best product managers: https://www.lennysnewsletter.com/p/which-companies-produce-the-best• Gotham: https://www.palantir.com/platforms/gotham/• Foundry: https://www.palantir.com/platforms/foundry/• Peter Thiel on X: https://x.com/peterthiel• Alex Karp: https://en.wikipedia.org/wiki/Alex_Karp• Stephen Cohen: https://en.wikipedia.org/wiki/Stephen_Cohen_(entrepreneur)• Joe Lonsdale on LinkedIn: https://www.linkedin.com/in/jtlonsdale/• Tyler Cowen's website: https://tylercowen.com/• This Scandinavian City Just Won the Internet With Its Hilarious New Tourism Ad: https://www.afar.com/magazine/oslos-new-tourism-ad-becomes-viral-hit• Safe Superintelligence: https://ssi.inc/• Mira Murati on X: https://x.com/miramurati• Stripe: https://stripe.com/• Building product at Stripe: craft, metrics, and customer obsession | Jeff Weinstein (Product lead): https://www.lennysnewsletter.com/p/building-product-at-stripe-jeff-weinstein• Airbus: https://www.airbus.com/en• NIH: https://www.nih.gov/• Jupyter Notebooks: https://jupyter.org/• Shyam Sankar on LinkedIn: https://www.linkedin.com/in/shyamsankar/• Palantir Gotham for Defense Decision Making: https://www.youtube.com/watch?v=rxKghrZU5w8• Foundry 2022 Operating System Demo: https://www.youtube.com/watch?v=uF-GSj-Exms• SQL: https://en.wikipedia.org/wiki/SQL• Airbus A350: https://en.wikipedia.org/wiki/Airbus_A350• SAP: https://www.sap.com/index.html• Barry McCardel on LinkedIn: https://www.linkedin.com/in/barrymccardel/• Understanding ‘Forward Deployed Engineering' and Why Your Company Probably Shouldn't Do It: https://www.barry.ooo/posts/fde-culture• David Hsu on LinkedIn: https://www.linkedin.com/in/dvdhsu/• Retool's Path to Product-Market Fit—Lessons for Getting to 100 Happy Customers, Faster: https://review.firstround.com/retools-path-to-product-market-fit-lessons-for-getting-to-100-happy-customers-faster/• How to foster innovation and big thinking | Eeke de Milliano (Retool, Stripe): https://www.lennysnewsletter.com/p/how-to-foster-innovation-and-big• Looker: https://cloud.google.com/looker• Sorry, that isn't an FDE: https://tedmabrey.substack.com/p/sorry-that-isnt-an-fde• Glean: https://www.glean.com/• Limited Engagement: Is Tech Becoming More Diverse?: https://www.bkmag.com/2017/01/31/limited-engagement-creating-diversity-in-the-tech-industry/• Operation Warp Speed: https://en.wikipedia.org/wiki/Operation_Warp_Speed• Mark Zuckerberg testifies: https://www.businessinsider.com/facebook-ceo-mark-zuckerberg-testifies-congress-libra-cryptocurrency-2019-10• Anduril: https://www.anduril.com/• SpaceX: https://www.spacex.com/• Principles: https://nabeelqu.co/principles• Wispr Flow: https://wisprflow.ai/• Claude code: https://docs.anthropic.com/en/docs/agents-and-tools/claude-code/overview• Gemini Pro 2.5: https://deepmind.google/technologies/gemini/pro/• DeepMind: https://deepmind.google/• Latent Space newsletter: https://www.latent.space/• Swyx on x: https://x.com/swyx• Neural networks in chess programs: https://www.chessprogramming.org/Neural_Networks• AlphaZero: https://en.wikipedia.org/wiki/AlphaZero• The top chess players in the world: https://www.chess.com/players• Decision to Leave: https://www.imdb.com/title/tt12477480/• Oldboy: https://www.imdb.com/title/tt0364569/• Christopher Alexander: https://en.wikipedia.org/wiki/Christopher_Alexander—Recommended books:• The Technological Republic: Hard Power, Soft Belief, and the Future of the West: https://www.amazon.com/Technological-Republic-Power-Belief-Future/dp/0593798694• Zero to One: Notes on Startups, or How to Build the Future: https://www.amazon.com/Zero-One-Notes-Startups-Future/dp/0804139296• Impro: Improvisation and the Theatre: https://www.amazon.com/Impro-Improvisation-Theatre-Keith-Johnstone/dp/0878301178/• William Shakespeare: Histories: https://www.amazon.com/Histories-Everymans-Library-William-Shakespeare/dp/0679433120/• High Output Management: https://www.amazon.com/High-Output-Management-Andrew-Grove/dp/0679762884• Anna Karenina: https://www.amazon.com/Anna-Karenina-Leo-Tolstoy/dp/0143035002—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.—Lenny may be an investor in the companies discussed. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.lennysnewsletter.com/subscribe

Drew teaches enya what Italian brain rot is, enya moved back to la and ky is an office bottom Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Learn more about your ad choices. Visit megaphone.fm/adchoices

Drew teaches enya what Italian brain rot is, enya moved back to la and ky is an office bottom Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor. Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

Enya moved to Miami. Why would we lie? Drew got hit on at a club and Ky finally got asked to be a third Go to https://HelloFresh.com/INTERCOM10FM to get 10 Free Meals with a Free Item For Life! Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor today. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

Enya moved to Miami. Why would we lie? Drew got hit on at a club and Ky finally got asked to be a third Go to https://HelloFresh.com/INTERCOM10FM to get 10 Free Meals with a Free Item For Life! Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor today. Learn more about your ad choices. Visit megaphone.fm/adchoices

Someone told Enya that she curses too much, Drew has body teasmorphia and ky opened the stink portal in the studioGo to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor today.Use our code for 10% off your next SeatGeek order*:https://seatgeek.onelink.me/RrnK/EMERGENCY10Sponsored by SeatGeek. *Restrictions apply. Max $25 discountStart selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

Someone told Enya that she curses too much, Drew has body teasmorphia and ky opened the stink portal in the studio Go to https://Zocdoc.com/INTERCOM to find and instantly book a top-rated doctor today. Use our code for 10% off your next SeatGeek order*: https://seatgeek.onelink.me/RrnK/EMERGENCY10 Sponsored by SeatGeek. *Restrictions apply. Max $25 discount Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Learn more about your ad choices. Visit megaphone.fm/adchoices

If you go to coachella you are ran throughStart selling today and sign up for your $1 per month trial period at https://shopify.com/intercom. Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

If you go to coachella you are ran through Start selling today and sign up for your $1 per month trial period at https://shopify.com/intercom.  Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Learn more about your ad choices. Visit megaphone.fm/adchoices

Have you ever wondered how someone goes from juvenile detention to flying in helicopters to save time? In this episode of the Habits and Hustle podcast, I talk with Dan Martell as he shares his incredible journey from troubled teen to wildly successful business leader.  We discuss Dan's story of redemption and his strategies for reclaiming your time, building wealth, and creating a life of purpose. We also dive into how his morning routine, fitness transformation, and media company creation all stem from the same core principles. Dan Martell is an entrepreneur, best-selling author of "Buy Back Your Time," and one of the most sought-after executive coaches in the software industry. Overcoming a troubled youth that included addiction and juvenile detention, Martell transformed his life through technology and personal development, building and selling three successful tech companies and investing in over 60 startups including billion-dollar ventures like Hootsuite and Intercom.  What We Discuss:  (05:50) From Addiction to Multimillionaire (16:32) Transitioning From Amateur to Pro Media (22:19) Building a Media Company Playbook (28:44) Content Creation Strategies for Growth (36:47) Unapologetic Wealth and Personal Growth (42:09) Journey of Personal Growth and Transformation (48:59) Optimizing Fitness Routine for Success (56:49) Maximizing Time Efficiency and Outsourcing Tasks …and more! Thank you to our sponsors: AquaTru: Get 20% off any purifier at aquatru.com with code HUSTLE Therasage: Head over to therasage.com and use code Be Bold for 15% off  TruNiagen: Head over to truniagen.com and use code HUSTLE20 to get $20 off any purchase over $100. Magic Mind: Head over to www.magicmind.com/jen and use code Jen at checkout. BiOptimizers: Want to try Magnesium Breakthrough? Go to https://bioptimizers.com/jennifercohen and use promo code JC10 at checkout to save 10% off your purchase. Timeline Nutrition: Get 10% off your first order at timeline.com/cohen Air Doctor: Go to airdoctorpro.com and use promo code HUSTLE for up to $300 off and a 3-year warranty on air purifiers.  Bio.me: Link to daily prebiotic fiber here, code Jennifer20 for 20% off.  Momentous: Shop this link and use code Jen for 20% off   Find more from Jen:  Website: https://www.jennifercohen.com/ Instagram: @therealjencohen   Books: https://www.jennifercohen.com/books Speaking: https://www.jennifercohen.com/speaking-engagement Find more from Dan Martell: Website:  https://www.danmartell.com/  Instagram: https://www.instagram.com/annie.sarnblad/ 

This week we're starting off with two famous social media influencers who got bored during the pandemic and started a podcast. Enya Umanzor and Drew Philips have millions of followers and a huge audience watch them not really talk about anything. That's until they throw shade at Greta Thunberg and piss off most of the zoomers watching. Adam Busch is on with us to try to explain how being bored is Enya's entire personality. Aaron Imholte exploited his friend and only cohost left in order to feed the insatiable goal; it's his most humiliating stunt yet. Michael Ray Bower continues to watch Dabbleverse videos to try to figure out if he wants in. Opie is just full-on having a battle with his chat. Cardiff joins us as we watch Stuttering John's appearance on a morning local news show in Youngstown Ohio to promote his gig last weekend. Finally we play another round of 2 Minutes with Tom, tease the next show, and listen to your recent voicemails. Support us, get bonus episodes, and watch live every Saturday and Wednesday: http://bit.ly/watp-patreon https://watp.supercast.tech/ Come to Hackamania May 9-11 in Las Vegas with promo code WATP – https://hackamania.com/ Season 2 of the Tapes! Watch Dabble House April 11-12 – https://dabblecon.live/ Cardiff Electric's new channel - https://www.youtube.com/@cardiffelect  Learn more about your ad choices. Visit megaphone.fm/adchoices

Our typically unproblematic faves, Drew and Enya, face backlash after their controversial episode of Emergency Intercom. What advice can Trisha give them amidst the cancellation allegations? Plus, our sister Sydney Sweeney is newly single and yet again sparking romance rumors with Glen Powell. Plus, Morgan Wallen storms off 'Saturday Night Live'.

literally, nothing is changing. Just wanted to scare you. Welcome back. Have fun. Enjoy. See you next week.Get 365-day returns and free shipping on your order at https://quince.com/intercom.Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM.Get 20% off sitewide and a free travel case and countertop stand at https://getquip.com/intercom.Upgrade your selling today and sign up for your $1 per month trial period at https://shopify.com/intercom.  Learn more about your ad choices. Visit megaphone.fm/adchoicesSee omnystudio.com/listener for privacy information.

literally, nothing is changing. Just wanted to scare you. Welcome back. Have fun. Enjoy. See you next week. Get 365-day returns and free shipping on your order at https://quince.com/intercom. Cancel your unwanted subscriptions at https://RocketMoney.com/INTERCOM. Get 20% off sitewide and a free travel case and countertop stand at https://getquip.com/intercom. Upgrade your selling today and sign up for your $1 per month trial period at https://shopify.com/intercom.  Learn more about your ad choices. Visit megaphone.fm/adchoices