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About This Podcast
/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.
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Recent Episodes
Pioneer 2025 Product Keynote: Fin 3 and Customer Agent
Catch up on all the big announcements from the Product Keynote at Pioneer, our in-person summit hosted in New York City on October 9. Eoghan McCabe, Founder and CEO, and Paul Adams, Chief Product…
Convergence and Transformation in the Post-AI World – Pioneer 2025
Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, explores how AI is transforming not just products and interfaces, but entire companies. He shares his vision for how AI will act as a…
The state of AI in 2025: Reasoning, regulation, and rethinking scale
Intercom's Chief AI Officer Fergal Reid and VP of Design Emmet Connolly sit down to chart the current state of AI – why scaling pre-training hit limits, how reasoning models and reinforcement…
Be careful you don't build a MiniDisc
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…
Designing for Clarity
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…
DeepSeek, Agents, and the Future of AI with Benedict Evans
AI models are getting cheaper, faster, and more accessible – but what does that mean for businesses and product builders? Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts,…
Intercom on Product: How we became an AI-first company
How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? In the latest episode of…
Mastering SaaS metrics with Equals CEO Bobby Pinero
Bobby Pinero, the co-founder and CEO of Equals, sits down with Mark Iafrate, Principal of Integrated Marketing at Intercom, to discuss the challenges of navigating product-market fit, the importance…
Beyond the AI hype: Understanding technological transformation with Benedict Evans
Is the AI hype justified, or is there more to the story? Hear renowned industry analyst Benedict Evans as he cuts through the noise and reveals what AI really means for industries like customer…
Off Script: Imagining the next era of customer service
Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise—this is just the…
This is Getting Real with Des Traynor
The open questions raised by the rise of generative AI are now gradually getting answers. Intercom’s Co-founder and Chief Strategy Officer Des Traynor walks us through how AI went from just about…
Start Good Trouble: Finding product-market fit, founder-led marketing, and getting into YC
In this episode of Intercom on Product, we talk with Enzo Avigo, co-founder and CEO of June, a next-generation analytics platform dedicated to B2B SaaS. He shares his key learnings from his…
Off Script: Designing with AI
Emmet Connolly, our long time VP of Product Design at Intercom, talks about how the recent advent of modern AI has us revisiting everything from how we design and build interfaces to how we think…
Off Script: Reinventing customer service with AI
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…
Making the jump from B2C to B2B product management
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…
Off Script EP2 Teaser: Into the future with AI-first Customer Service
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…
Introducing Off Script: Des Traynor on the AI revolution
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…
The evolution of product management in the age of AI
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…
How to design standout products in an AI world
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…
Intercom on Product: Riding the AI wave in 2024
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…
Frequently Asked Questions
/ideas has published 43 episodes since April 2019, covering topics in Business, Technology.
/ideas is currently declining with new episodes monthly. Average episode length is 33m.
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