Paul Adams
@Padday
Followers
27,373
Following
349
Media
236
Statuses
4,804
CPO @Intercom . Ex Facebook, Google, Dyson. Like building products and teams. Always running around 😅
Dublin
Joined January 2007
Don't wanna be here?
Send us removal request.
Explore trending content on Musk Viewer
Olympics
• 2161223 Tweets
オリンピック
• 521469 Tweets
フランス
• 249760 Tweets
#Olympic2024
• 183816 Tweets
Christianity
• 160979 Tweets
Gala
• 100088 Tweets
Cène
• 62795 Tweets
高校野球
• 57745 Tweets
#RobinsonLifestylexZeepruk
• 56029 Tweets
世界遺産
• 52035 Tweets
隅田川花火大会
• 44165 Tweets
DDAY YOU BETTA CATCH UP
• 43408 Tweets
佐渡金山
• 39078 Tweets
अब्दुल कलाम
• 34854 Tweets
ONE WORLD ONE SKY
• 32487 Tweets
佐渡島の金山
• 29820 Tweets
登録決定
• 24915 Tweets
पूर्व राष्ट्रपति
• 24516 Tweets
BILLYBABE FITOXY DAY
• 22001 Tweets
バレー男子
• 19352 Tweets
#วอลเลย์บอลชาย
• 15217 Tweets
世界文化遺産
• 13580 Tweets
#男子バレー
• 13006 Tweets
大阪桐蔭
• 12877 Tweets
木更津総合
• 11555 Tweets
守備妨害
• 11292 Tweets
ぬーどるストッパーの陣
• 10491 Tweets
Pinned Tweet
In every company, everything eventually changes. Those who fail to embrace this fact stay in the past, clinging to what they knew, forever stuck working in a company that no longer exists. Embrace change, be radically open minded, hard as that may be.
8
158
524
The best Product Managers are humble and vulnerable. When they don't know they say "I don't know". They never bullshit people pretending they know. Not even a little bit. Our industry pushes PMs to think they are supposed to know. Build a culture where PMs feel safe to not know.
24
420
2K
Two months ago, ChatGPT exploded onto the scene. Everyone was talking. But we needed to know if we could deliver something our customers would actually use + value. So we got building with them. It's been incredible! Today we're announcing 4 new battle-tested AI features.
50
147
1K
Here's one of my biggest lessons in hiring and building successful teams that I've not heard many others say: Hire people who are nice. That's it. Nice people get along with other nice people. They build trust quickly. They look out for each other...
39
223
1K
Our new billboard in San Francisco should win all the 'advertisement of the year' awards.
79
23
702
Roadmaps that contain problems to solve are better than roadmaps with lists of features to build. Sadly the latter is more common.
18
353
625
I've just finished a new job ladder for our Directors in Product Management and Product Design. Here are some of my conclusions to share what I learned and solicit some feedback. First of all, I use this pentagon with 5 core competency areas:
18
27
485
Today we had 4 big
@intercom
product announcements. Huge shoutout to the many talented people here who worked on all of these 🥰
* 1 New AI-first Messenger*
Messaging/Chat tools for Customer Service were never designed with AI at the centre, we added AI to what existed already.
10
36
383
Avoid hiring PMs with a God like complex. At all costs. They usually say some bullshit like they're the mini CEO. They have swagger. If you're a PM and you don't like this tweet then...eh...this is awkward
10
29
343
Today is the most exciting day at Intercom in many years 😃 Huge updates:
1 Launched a new product: Fin AI Copilot. A deep, personal AI assistant for every human support agent.
2 Launched a new vision for Customer Service: We call it ‘AI-first CS’.
3 Launched a new brand and
16
18
325
Every Monday morning I start my week in a cafe on my own. I reevaluate everything in front of me: email, to-do list, quarterly goals, what I did last week, our strategy etc. I then write out my goals for the week. This keeps me very focused on the right things. I recommend it!
7
36
318
"Hustle". A powerful idea often misunderstood. Hustle is not about working harder, nor working longer hours. Hustle is about having a bias towards action + progress vs procrastination. Hustle is a creative endeavour, thinking of ways to progress no matter the constraints.
5
86
305
Rather than sharing my goals for 2019, I’m sharing where they come from. A life changing framework I made for myself hugely inspired by none other than Matthew McConaughey. What? Yep! I hope it’s useful for you too...
11
30
265
One of the trickiest and most elusive topics of my career to date has been Product Judgement. Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgement to
6
56
251
A few weeks ago
@UXLondon
I gave a talk about the future of the UX industry. It's a talk that has taken me my whole career to write. In summary, UX should not be at the centre of a company, and the sooner UX people realise that the better for them.
8
48
227
1. Conversation summarisation. A big problem for Customer Service teams is when a long conversation is handed over from one person to another. It takes time to manually summarise, or to read through and figure it out. Our AI feature now does that excellently, in seconds.
6
16
229
Tomorrow is our biggest ever product launch
@intercom
: over 20 new features in a large co-ordinated release. Remarkably, we've built all in 6 months, through the pandemic, a true testament to our amazing team. Today though, I simply want to set the stage for what we're launching.
7
21
226
Many Product people don't talk to their Sales team. This is a critical mistake. Your Sales team knows your product's failings better than you do. I learned this too late in my career, and I still don't do it enough. Don't be me.
9
55
216
Even when you get lots of sleep you've only a finite amount of energy every day. Especially emotional energy. All those decisions, the gossip, emotional ups and downs. My big life lesson/struggle: don't spend it all in work. Leave some for later ♥️
2
29
212
Today is a big day for us
@intercom
. A humbling day, an exciting day, a day filled with the promise of the future for our customers. We have much yet to do, much to improve, big things to come. I feel truly lucky to be on this incredible journey with my incredible teammates 😍
We just raised $125M. Here’s what we’re going to do with it for you, our customers.
22
140
534
14
19
209
This is an amazing post which changed how I think about life when I first read it 3-4 years ago. I just reread it and it's still as amazing as ever. Thank you
@waitbutwhy
5
49
205
Myself +
@destraynor
have a new podcast about building product! We've both experienced lots of interest from people wanting to learn more about how we do it
@intercom
and so voila! Please let us know what you'd like us to cover in future episodes! 👀👂😄
10
23
189
Throughout my career in tech, from London to SF to Dublin, I've seen no correlation between people's success + the university they attended. The things that matter have been ambition, focus, determination. Many people don't develop those attributes until well into their 20s.
5
14
172
... They create a positive environment. If you interview someone and it's not obvious that they're clearly a nice person, beware. If you hire someone and you find out that they're not nice, get rid of them. Just have the nice people around. Everything gets better. 😊
2
9
174
One of the hardest things I do is share context behind decisions. Decisions can happen fast but context can be months in the making. No matter how many you pull in to help, there are always people for whom the decision is news. They deserve to understand too yet summarising is 😓
5
38
160
My talk from
@UXLondon
is now transcribed on our blog. I think it's the most important talk I've ever written. 5 months later and I still believe strongly that the UX industry needs to stop navel gazing in order to progress the discipline. Love feedback!
6
35
154
Outcome not Output. Outcome not Output. Outcome not Output. Easy to say, hard to do 😅
10
30
154
Startup years: "look at those big slow incumbents with their crappy old bloated software, lol, we're gonna disrupt and destroy them!"
4
22
140
The next evolution of the UX industry requires UX people to realise that they are not as central nor important as they think they are. I say this as a passionate ex UXer who has graduated to leadership. Otherwise existential crisis and disenfranchised feelings await indefinitely.
9
34
138
Was on holidays all last week. For the first time I deleted the Gmail + Slack apps from my phone. Night + day different experience from just intending to not work. The removal of the temptation to look at work is key and amazingly effective. I completely 100% tuned out 😁 Do it!
12
4
135
Here is a talk I gave a year ago that we just put live. It's about some of my biggest + most painful lessons when I was learning to be a good leader
@intercom
. It tends to really resonate for people on that journey, if that's you I hope it's helpful 🙂
1
13
128
Lesson 1: Always be open to learn what you don't yet know. Lesson 2: Big successful companies are not big and successful by accident. Great people there made great decisions that you've yet to understand.
9
7
128
One of the biggest product lessons I learned during my career is to build a product strategy that compounds :
1. Build feature A, knowing it will solve an important customer problem and provide value by itself.
3
16
126
Today we’re launching Fin, a new product built on GPT-4. Our most important product in years - the breakthrough AI bot for Customer Service that our industry has been hoping for.
The world’s first fully business ready AI Bot. Details below, with link to get it!
4
13
126
If you lead or manage people and teams in any way, I can't recommend this talk from
@destraynor
highly enough. Taken from our Inside Intercom tour last year it's been years in the making. Enjoy 😀
0
21
123
p.s. they also say things like "I will find out for you", and they then follow through. But the original point is independent of this.
0
13
119
When you see yourself as a company creating a better future, oftentimes it's easy to discard a technology that has been around for a long time. That's understandable, times certainly change. For example, it's simply a fact that we don't phone each other nearly as much as we used
7
13
113
Holistically redesigning a product to make it simpler, faster, modern again, is extremely hard. We've just done it for our whole suite of products! Couldn't be more proud of our team. These things are a labor of love 😍
4
7
113
When launching a new feature, B is better than A. Trajectory matters more than volume. Low numbers for new things aren't necessarily bad.
2
26
110
Our Principles have been one of the biggest contributors to the success we've had building product
@intercom
Feel free to ask me questions about them if you're curious!
Related: here's our principles for
1. How we build software,
2. How we design, and
3. How we engineer at
@intercom
.
Sound good?
5
40
242
5
13
109
2. Conversation text expansion. Replying to customers takes a lot of time. In fact, we often underestimate how long. Now just write the bullets, our AI will write the rest. Edit if need be. Saves you time and money.
3
5
105
Yesterday we had a big product launch and in my own personal excitement and pride in our team after 6 hard months of work I tried something different, tweeted about a competitor and what was intended to be lighthearted came across as disrespectful.
16
1
103
Strongly opinionated, evidence based principles that you consistently follow will make you successful and will help you grow. Dogma will kill you. Learning how to spot the difference is critical.
2
22
101
Me a few weeks ago "hm ok do I want this site to have my data, let me look into restricting it". Me now "accept" "accept" "accept" "accept" "accept" "accept" "whatever accept" "who gives a shit accept" "accept" "accept" "accept"
1
12
94
Today we launched a brand new product! It compliments + connects deeply with our other products. Needing only one customer platform after all is the promise of
@intercom
. This will really help our customers grow their business. It's called Product Tours, and here is how it works:
10
2
95
In software, making beats talking. If in doubt, make. If stuck, make. To hold respect when you talk, you must have made.
2
10
90
It takes time, mistakes, vulnerability, patience, hard work to build a great company. There is no magic. Ask any great company.
3
21
91
If you're wondering who the best company is to help you grow your business - for giving you the best way to take your website visitors, turn them into leads, qualify them, then turn them into customers, all at scale using humans and bots, consider our
@intercom
pace of change:
5
34
87
Often said: A company's vision for the future is a critical part of getting everyone motivated and working in the same direction.
Often said, but rarely done.
Today at Intercom we shipped a new page detailing what we believe about the future, why it matters, and what we plan to
5
6
92
One team doing multiple projects concurrently is not the same amount of work as doing them in sequence. The context switching adds up fast.
4
25
90
Very nice to see my recent talk on the future of UX gain momentum. I think it's an important message for the community. Excerpt: "you can't say you're the voice of your users when you talk to them 50x less frequently than your sales or support team do"
5
14
91
Throughout my career, directly observing many hundreds of product folks in action, one characteristic consistently separates the best from the rest, the great from the good: they are never satisfied.
7
12
88
I've discovered a new daily challenge for Covid-19. It happens around 3pm every day and every day it's the same:
🍺 or 🏃
🍺 or 🏃
🍺 or 🏃
🍺 or 🍺
Ok 🍺
Then 🍷
3
1
89
No world changing product was built by KPI driven product development.
7
28
86
Friday afternoon hot take: I think we're at the start of a new wave of computing hardware (devices). Humane Pin, Rabbit R1, Rewind pendant, Meta Raybans, Meta Quest, Vision Pro, more to come...
Let's go back 20 years. It's 2004. Someone cool has the coolest phone: a Motorola
14
6
79
The world is full of distractions. I can be easily distracted. Sometimes distractions are good and fun, but to help me focus I have this little post-it on my monitor. I can't tell you the amount of hours this little thing has saved me!
4
6
81
On days I run I have new ideas, clearer thoughts, I can better summarize things for others. Everything gets better and it's a lot more valuable than another hour in front of a laptop. You don't need to run, but make time to give your brain the space it needs to think.
1
4
75
I wrote an epic post about the future of apps, a few months in the hopper
http://t.co/Wq9gVp1kEn
15
73
75
A while ago I turned off notifications for everything other than phone, messages, slack dms. And 😌life is better.
2
5
74
When competitors copy you, they copy all the mistakes as well as the successes. Copying alone isn't a strategy.
3
24
74
18 months ago we took a huge bet and started an Intercom office in London. Having lived there for years, I knew the city was filled with brilliant Product people. Fast forward to today, where we have nearly 40 people in our London Product + Engineering team, and
3
6
73
Very excited to be opening our
@intercom
London doors tonight to the local product community! First of many events where we'll share what we're learning about designing + building great products. I'll be talking about Product Principles, my teammate Jane about building teams! 😄
4
1
72
Had a Q3 review yesterday. In those 3 months alone we shipped 40 customer facing product changes! 4⃣0⃣ 😃 Everything from brand new products to improved features. We're still a small team. PMs/Designers/Engineers - leave your frustrations behind + join us!
6
6
73
4. Write full Help Center articles in a fraction of the time. Writing, editing, and publishing articles to a help center or knowledge base takes a huge amount of time. Not anymore. Write shorthand/bulleted list and our AI will give you the full thing. Lightly edit, hit publish.
5
5
72
A really powerful way to think about your team, the collective strengths + gaps, but most importantly imo to think about each person individually + their opportunities to grow + develop. A powerful tool to chat through together. Thanks
@figmadesign
!
1
2
72
Key career lesson: design a great process so that you don't have to talk about your process.
0
12
70
Why I left Google. What happened to my book. What I work on at Facebook.
http://t.co/O1I9V6Q
11
132
71
I will often rearrange significant parts of the dishwasher to fit more stuff in so that I don't have to handwash things, even if that takes longer. Please tell me I'm not alone.
21
0
71
Nice people finish last. I'm 17 years into my career and turns out, that's not true at all.
1
3
70
Forget email, tickets + shitty forms. The future of customer communication is an experience that seamlessly blends people + bots depending on the best outcome for the customer. Today we launched Answer Bot, a massive step into that future! Check it out!
7
7
67
Product and Marketing are one and the same. If you built a great product that no-one heard about, did you build a great product?
8
33
64
Many people are surprised to learn that 3-6 months into life
@intercom
I had imposter syndrome. I recently realised that it also applies to people thinking about applying for a new job. So I wrote about it here:
2
8
64
Off Script Episode 2 is here and in it I outline why Customer Service is already one of the first industries to be fundamentally changed by AI. The new path is clear: an AI-first customer experience by default.
We see incredible business opportunities, way beyond service, for
2
21
65
I don't like what I said and so have now deleted it. It doesn't represent the values I or the company stand for. I apologise to those I let down and to the team for creating this distraction.
8
0
65
3. Conversation tone (more formal or more friendly) and rephrasing. Different customers need to be treated differently. Getting the tone right, and rephrasing things, takes time. Not any more, our AI does it immediately.
1
6
64
We've been thinking + writing about bots for a long time. Today we're releasing Operator, the bot for
@intercom
😀
1
9
63
This is our biggest ever launch
@intercom
and imo our best ever product work. Couldn't be prouder of our team here. I think this is a major step forward for the Business Messenger and we'll never look back to the world of chat only. 😍
🎉 Today is a big day for our customers. We’re releasing a new Business Messenger that powers more than chat
0
80
164
3
6
63
An 'edit tweet any time' feature would destroy Twitter. Much of its value comes from public accountability of what people say.
8
14
60
This graph is saying something important. Despite
@intercom
being a crazy fast growth company, we care a lot about everyone here living a full and sustainable life. We work hard but we don't work at weekends. We work what most people would recognise as normal hours.
A week in the life for the Intercom monolith Rails application. Each colour change is a new version in production. The area under each colour corresponds to the amount of requests processed.
3
17
73
2
4
61
We're shipping real meaningful product improvements every single week. Great product building is a very long deliberate marathon. Many small things, based on direct customer feedback, consistently.
We've released many great features to
@intercom
lately. For customers it's easy to lose track of them.
So here's
@danielharri5
with a recap of the last 13
If you'd like to try
@intercom
on your site or in your product, just DM/@ me
1
5
55
0
8
61
There is a Slack sized opportunity for someone to rethink work email. Keep the benefits of email, but add the benefits of Messaging apps.
17
11
59
Big launch today
@intercom
with Mobile Carousels, perfect for onboarding + educating your customers on mobile! This imo is one of our best product launches ever. A really powerful, yet easy to use experience for both you + your customers 😀 Quick vid:
2
10
60
Over the years, as I've observed companies grow and shrink, grow and shrink, I've noticed a pattern about Generalists and Specialists. This matters now because our tech industry is fundamentally changing. IMO we've moved to a world that values Generalists a lot more than before,
1
6
58
We're opening a London office! Currently hiring Designers, Engineers, later other roles. Here's why we chose London
5
8
58