Latest posts by Paul Adams
Meet the world’s most advanced AI agent for customer service: Fin 2. Watch the launch keynote, where we lift the curtain on exactly what it’s taken to get to this point.
AI & Automation 8 min read
The new era of customer service is AI-first. Discover our vision for the future of customer service, and how AI will utterly transform every aspect of the space.
AI & Automation 2 min read
We’re in the midst of an AI revolution, with massive implications for the customer service industry – here are three predictions for how CS work will change in the era of AI.
Product & Design 6 min read
Innovation means doing something that is new, different, and better – and it must succeed in the market for that innovation to matter. Here’s how we think about it at Intercom.
Customer Service 10 min read
Customer Support is undergoing massive, irreversible change right now – find out how to stay ahead of the curve by adopting the Conversational Support Funnel.
Product & Design 22 min read
How do you develop strong Product Judgment? There is only one way – talk to lots of your customers, and ask them how they use your product.
Product & Design 29 min listen
There’s been a sudden rise of “keyboard-first” apps that focus on speed. We explore what this trend says about product design and how products evolve over time.
Product & Design 30 min listen
When I joined Intercom, we were tiny: about 50 people. We’ve grown to over 600. Over that period, we’ve made many, many mistakes – some big and some small.
Product & Design 28 min watch
I share 5 stories about the lessons I’ve learned during my tenure as VP of Product. When building software products, what do we do when there’s a problem? We know something’s broken, and we want to fix it. But in fixing it, we can over correct.
Product & Design 25 min read
Many designers and UX people assume that they should exist at the center of their companies. However, after many years in different roles, our VP of Product Paul Adams has arrived at a very different conclusion.