/ideas – Details, episodes & analysis

Podcast details

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/ideas

Intercom

Technology

Business

Frequency: 1 episode/57d. Total Eps: 40

/ideas podcast is all about what it really takes to become an AI-first company.

Hosted by the visionary minds behind Fin, the show brings together leaders from forward-thinking companies to share how they’re reworking the way they build, operate, and think in the age of AI.

These are honest, fast-moving conversations - the kind that usually happen off the record. From overhauling product and engineering processes to reshaping marketing teams, /ideas captures how companies are navigating the biggest shifts in modern work.

https://fin.ai/ideas/

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Apple Podcasts

🇬🇧 Great Britain - technology
22/06/2025
#73
🇬🇧 Great Britain - technology
21/06/2025
#89

Spotify

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Shared links between episodes and podcasts

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https://www.intercom.com/fin
8 shares
https://intercomonproduct.substack.com/
7 shares
https://www.intercom.com/blog/newsletter

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RSS feed quality

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Score global : 59%

Publication history

Monthly episode publishing history over the past years.

Year

Latest published episodes

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| ep1 | Be careful you don't build a MiniDisc

Episode 43

Wednesday, June 18, 2025 • Duration 32:32

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 people

https://www.linkedin.com/in/destraynor/

https://www.linkedin.com/in/pauladams/

LinkedIn: https://www.linkedin.com/showcase/fin/

X: https://x.com/intercom

https://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.

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Designing for Clarity

Episode 42

Thursday, March 6, 2025 • Duration 26:31

As Intercom’s product scaled, we struggled to keep the navigation clear and user-friendly. So how do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable. She chats with Senior Director of Product Management Michelle Fitzpatrick about the challenges, trade-offs, and lessons learned in structuring a fast-evolving product for clarity and ease of use.

Watch this episode on YouTube: https://youtu.be/R59AZsGDffY?si=if7eoqxIRinGiaOW

Read Pranava's blog post: https://www.intercom.com/blog/designing-for-clarity-restructuring-intercoms-information-architecture/

😁 Follow the people:

https://www.linkedin.com/in/pranavatandra/

https://www.linkedin.com/in/michellefitzpatrick/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

Say hi on 👋

LinkedIn: https://www.linkedin.com/company/intercom/

X: https://x.com/intercom

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

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

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Off Script: Reinventing customer service with AI

Episode 32

Friday, June 21, 2024 • Duration 26:57

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.

You can watch this episode on YouTube: https://www.youtube.com/watch?v=yZgHB9KFl1Y

Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/fergalreid/

Say hi 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

www.intercom.com

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

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Making the jump from B2C to B2B product management

Episode 31

Thursday, May 30, 2024 • Duration 27:16

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

Watch this episode on YouTube: https://www.youtube.com/watch?v=UW2145l_7pM

📝 Read Bethany Clark's blog post: https://www.intercom.com/blog/b2b-vs-b2c-product-management/

😁 Follow the people:

https://www.linkedin.com/in/bethany-clark-137720bb

https://www.linkedin.com/in/rwallis/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Off Script EP2 Teaser: Into the future with AI-first Customer Service

Episode 30

Friday, May 10, 2024 • Duration 01:16

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

Watch the full episode now YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm

Listen on The Ticket on Spotify: https://open.spotify.com/episode/2V1DOmQDIN47dp0q0JOUei

Listen on The Ticket on Apple Podcasts: https://podcasts.apple.com/us/podcast/off-script-into-the-future-with-ai-first-customer-service/id996103731?i=1000655072876

Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/pauladams/

Say hi 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productnewsletter

Introducing Off Script: Des Traynor on the AI revolution

Episode 29

Thursday, April 4, 2024 • Duration 26:53

This week on Intercom On Product we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.

In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through.

You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu.be/qiWV0T0qbeY?si=jpRYLrP24KrllXjv

Follow the people:

https://www.linkedin.com/in/eoghanmccabe/

https://www.linkedin.com/in/destraynor/

Say hi 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

The evolution of product management in the age of AI

Episode 28

Thursday, March 14, 2024 • Duration 40:51

Our VP of Product Brian Donohue and Senior Product Manager Julia Godinho delve into the evolving landscape of product management, offering a glimpse into the challenges and opportunities that AI presents in this new era.

Watch this episode on YouTube: https://www.youtube.com/watch?v=btllH4W4YS4

📝 Read Julia Godinho's blog post: https://www.intercom.com/blog/five-key-takeaways-about-ai-product-management/

😁 Follow the people:

https://www.linkedin.com/in/juliamgodinho/

https://www.linkedin.com/in/brian-d-2450192/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

How to design standout products in an AI world

Episode 27

Thursday, February 8, 2024 • Duration 26:24

Emmet Connolly, VP of Product Design at Intercom, and Molly Mahar, Staff Product Designer at Intercom, sat down to dive into Molly's recent blog post titled 'A new age of UX: Evolving your design approach for AI products'.

📝 Read Molly Mahar's blog post: https://www.intercom.com/blog/design-ux-machine-learning-ai/

🎦 Watch this episode on YouTube: https://www.youtube.com/watch?v=rc1WGS8QNeI

😁 Follow the people:

https://www.linkedin.com/in/mollycmahar/

https://www.linkedin.com/in/emmetconnolly/

Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/us/podcast/intercom-on-product/id1462264923

🎧 Spotify https://open.spotify.com/show/6d9s4PBzvdESARqUadlCpo

🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrcO10XuO7JtPpsZ7EyK0fg

💻 RSS Feed https://rss.art19.com/intercom-on-product

Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.

https://intercomonproduct.substack.com/

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

Intercom on Product: Riding the AI wave in 2024

Episode 26

Thursday, January 18, 2024 • Duration 55:51

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.

Watch the video: https://youtu.be/bLix8mAp5k8?si=rhPJ5ZnNn8TRpt11

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

Say hi on 👋

Twitter: https://twitter.com/intercom

LinkedIn: https://www.linkedin.com/company/intercom/

Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

www.intercom.com

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

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Intercom on Product: Product Strategy in the Age of AI

Episode 24

Thursday, September 14, 2023 • Duration 39:13

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents.

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

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/ideas – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

RSS feed quality and score

Publication history

Latest published episodes

Related Shows Based on Content Similarities

Apple Podcasts

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Related Shows Based on Content Similarities

/ideas – Details, episodes & analysis

Podcast details

Recent rankings

Apple Podcasts

Spotify

Shared links between episodes and podcasts

Other22

RSS feed quality and score

Publication history

Latest published episodes

Similar podcasts and content

Related Shows Based on Content Similarities

Apple Podcasts

Spotify

Related Shows Based on Content Similarities

Other22

LinkedIn17

Youtube18