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Fin on Sunday
Where we were and what we loved this past week
7 hrs ago
Agentic by default, CRUD under the hood
Reimagining the interface when the engine changes
Sep 12
•
Emmet Connolly
AI native product thinking
The old principles hold up, but you need to go up the org chart. Des Traynor from Fin on how to apply Jobs to be Done to an AI product world.
Sep 11
•
Des Traynor
1
Podcast: The State of AI in 2025
Reasoning, regulation, and rethinking scale
Sep 9
•
Emmet Connolly
Customer service is having its Google moment
The new economics of customer service are flipping the old rules of user engagement. AI for CS is rapidly evolving from agents of deflection to agents…
Sep 4
•
Emmet Connolly
July 2025
Marketing Principles for the AI Age
Reflections on rebuilding a marketing org from first
Jul 7
•
Paul Adams
Build Like It’s 1996
What we can learn from the explosion of tech and creativity that happened in the golden era of gaming.
Jul 7
•
Gustavs Cirulis
Marketing in an AI World
There is a new way to do marketing, fit for the AI age.
Jul 1
•
Paul Adams
June 2025
Podcast: Be careful you don’t build a MiniDisc
Paul and Des discuss how we're embraced rapid change at Intercom.
Jun 18
•
Paul Adams
and
Des Traynor
2×
What follows is a version of an email I sent our entire R&D team about an explicit goal and deliberate action we’ll take to become twice as productive…
Jun 13
•
Darragh Curran
May 2025
Why an AI-driven Customer Experience Score will replace human-surveyed CSAT
CSAT was a crutch; AI makes it obsolete.
May 21
•
Brian Donohue
AI CS Part 1: Understanding Resolution Rates
Understanding the new metrics that matter in Customer Service.
May 13
•
Des Traynor
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