Looking back on 2022: Highlights of this year's top conversations

We're not going to lie, 2022 has been a tough, nerve-wracking and exciting year, but we're at the end of it - and there's something to be thankful for. Throughout the year, we've spoken with industry leaders, experts, and innovators on a host of topics: from tackling the tech slowdown to the dawn of machine learning, trends transforming customer support to the use of human insight to create memorable content. experiences.

And so, before we ring in the old and ring in the new, we've rounded up our favorite stories and conversations, insights and thoughts from 2022 in a special end-of-year episode.

In this recap of the best times of the year, you'll hear:

Paul Adams, Product Manager at Intercom Des Traynor, Co-Founder and Chief Strategy Officer at Intercom Niamh O'Connor, Brand Editor at Intercom Nadine Mansour, Senior Product Manager at Intercom Catherine Blackmore, Global Vice President of Customer Success and Renewals at Oracle Anna Griffin, former director of marketing at Intercom Yamini Rangan, CEO of Hubspot Elizabeth Dixon, author of "The Power of Customer Experience" Patrick Campbell, Founder and CEO of ProfitWell

Thank you all for tuning in this year. We hope you enjoy this episode and have a great, stress-free holiday season, and we'll see you again in January.

Make sure you don't miss any highlights by following Inside Intercom on iTunes, Spotify, YouTube or by grabbing the RSS feed in your reader of choice.

Intercom on product: Accelerate when momentum decreases

Liam Geraghty: Hello and welcome to Inside Intercom. I am Liam Geraghty. This is our final episode of 2022. Over the past 12 months, we've spoken to CEOs, thought leaders, authors, engineers, journalists and many more, all imparting nuggets of wisdom on everything , from customer experience to the dawn of machine learning.

As is tradition on the podcast, we've put together an assortment of clips from some of this year's best conversations on the show. In January. Intercom co-founder Des Traynor and chief product officer Paul Adams sat down to talk about picking up speed when momentum wanes.

"We believe that if you are satisfied with the speed with which you ship high quality products to customers, you are entering the world of convenience"

Des Traynor: One of the things we sat on at the very end of last year was planning for 2022. One area we paid a lot of attention to was our own internal rate of productivity and efficiency, and we started a project to assess everything, every process, every step, every part of how the software goes from idea to live production. We learned a lot. Paul, what exactly did we do? And how could people learn from it?

Paul Adams: Yes. What we did was, for us, extremely insightful, perhaps more insightful than we ever realized. It probably started around October of last year, where myself and Darragh – I'm running a product team; Darragh leads a team of engineers - was looking at how we work, and we're hearing a lot of comments from some of our people that we're getting slower. And Darragh and I have, like you, Des, an obsession with moving fast, fast and efficiently. And so when you hear about some of your best people you move slower than before, that's not good news. And we believe that if you're happy with how quickly you ship high-quality products to customers, you're entering the world of convenience and you're just going to kind of go downhill.

We interviewed some of our top people as well as various managers and leaders in the product and engineering organization, and they gave us incredible feedback. Then we spoke to them directly, one-on-one, to track and understand the nuances and details, and brought all of these things together into themes. We did it...