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Stories from the Research, Analytics & Data Science (RAD) team at Intercom. We’re on a mission to drive effective, evidence-based decision making through research and data science.

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Karen Church in intercom-rad

Jul 25, 2023

The most underrated skill in Data Science: Communication

Julianne Heller in intercom-rad

Jun 15, 2023

Reflections on Embedding in a Product Team as a Data Scientist

Navigating Collaboration and…

Karen Church in intercom-rad

Oct 21, 2022

7 Lessons on driving impact with Data Science & Research

Last year I gave a talk at a Women in RecSys keynote series called “What it really takes to drive impact with Data Science in fast growing companies”. The talk focused on 7 lessons from my experiences building and evolving high…

Cormac O'Dwyer in intercom-rad

Jul 21, 2022

What’s the right level of design fidelity for user testing?

At Intercom, one of our product development principles is Think big, start small, learn fast. One of the ways we learn fast is by doing evaluative research to build confidence in the product design direction we’re pursuing. We…

Sam Torsney in intercom-rad

Apr 11, 2022

One RAD Year

December 14th marked my first Interversary — one year since I joined Intercom. I wanted to take some time to reflect on that year.

Karen Church in intercom-rad

Jan 20, 2022

RAD Team Rituals & Rhythms

The right team rituals and rhythms can help foster culture, build a strong sense of team, and ultimately drive…

Jennifer Murphy in intercom-rad

Jan 10, 2022

Building and Sharing Customer Insights

A guide to creating customer fact sheets

At Intercom, we obsess about our customers’ success, and for a researcher this is at the heart of what we do. In recent years we have increasingly focused on upmarket…

Hayley Camille Morgan in intercom-rad

Jan 7, 2022

You can’t always get what you quant: Bringing numbers to life through user research

Karen Church in intercom-rad

Nov 8, 2021

How to Structure a Research & Data Science Team

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