Intercom, Inc.

FEBRUARY 7, 2019

I went from most of my day being watching other people do things, being in meetings and reviews and so on, to all of a sudden writing specs, doing designs and trying to figure out what the product was. Google uses a system for goal-setting called OKRs. Because it was our system, we could be nimble in how we planned.

Feedback Software 171

Feedback Software Reporting Tools User Testing Data Visualization 171

Intercom, Inc.

JULY 11, 2019

Move away from this concept and toward the idea of a flywheel instead: feeding energy back into the system instead of success rates diminishing over time. We coined the term way back in 2006 when we founded the company, and a lot of our story, historically speaking, has been around marketing. Speak the customer’s language.

Customer Experience 188

Customer Experience User Testing Research Software Customer Feedback 188

Intercom, Inc.

OCTOBER 29, 2020

I moved out to the East Coast of the US to go to Harvard where I majored in applied math with a focus on decision systems and artificial intelligence before it was cool. It was just the most broken system ever. “We were actually talking to customers. Why the hell is it so hard? Which customers? Active ones.

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Feedback Software Research Software User Testing Reporting Tools 209