Paul Adams

Chief Product Officer at Intercom, a role held for over ten years. Prior roles: global head of brand design at Facebook; user researcher at Google (worked on Google Buzz, Google+, and the mobile team); product designer at Dyson. First career was as an automotive interior designer. Based in Dublin, Ireland.

Known for shipping the “job stories” format (a JTBD variant) as an accidental by-product of internal research practice at Intercom, and for leading Intercom’s full pivot to AI-first customer support with the Fin product.

Episodes in this wiki

• Paul Adams on AI Product Strategy and Intercom — Lenny’s Podcast, ~2023
• Katie Dill, Paul Adams, Tom Conrad, and Others on Failure, Career Setbacks, and Learning from Mistakes — Lenny’s Podcast (compilation; shares Google Buzz / Google+ failure stories and the Cannes freezing-on-stage incident)