Closing the gap between thinking and building How we built Playground, an AI platform to ideate, iterate, and learn faster at Faire

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The hardest percentages Fin does more than just handle FAQs. Learn more about how Procedures let your team resolve your most complex customer queries with accuracy and control.

New Post from Intercom Product & Design: https://www.intercom.com/blog/the-hardest-percentages/

Designing Porto Design Meetup ’26 How a zip code became the visual identity for our biggest in-person gathering of the year—and what it felt like to watch a design system come alive in the real world.

New Post from Automattic Design: automattic.design/2026/04/14/designing-por...

From swarms to product: Turning customer signals into scalable features The best product signal often comes from the least scalable work. Here's how our swarm model turns customer insights into features that reach everyone.

New Post from Intercom Product & Design: www.intercom.com/blog/from-swarms-to-prod...

No Small Task: Evolving the Way Millions Catch Up in Slack • Slack Design Everyone has felt it: the anxiety of returning to Slack after a meeting, unsure where to start. Which channels have updates that matter? Did someone mention you? Are there DMs waiting? For years, staying caught up in Slack has meant jumping between surfaces, trying to piece together what needs your attention. This universal feeling of …

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Analog Series: Meet Jack Head of Key Art Design, Amazon Prime Video

New Post from Amazon Design: https://www.amazon.design/analog-series-meet-jack

Never stop disrupting yourself; introducing the Fin API platform Last week, we announced Apex, the world's first specialized customer service LLM. We're now going to allow you to access all of this power and all of our core models directly via API.

New Post from Intercom Product & Design: www.intercom.com/blog/introducing-the-fin...

Announcing Fin Apex: The age of vertical models is here We've just shipped the most significant new technology in the customer service agent category: Apex, a brand new model for Fin. Learn more about it here.

New Post from Intercom Product & Design: www.intercom.com/blog/announcing-fin-apex...

I Chase Ghosts on Weekends. It Made Me a Better Designer. Once I started diving deeper, I realized something. Ghost investigators and UX designers actually do very similar work.

New Post from CarMax Experience Design: medium.com/carmax-ux/i-chase-ghosts...

Scroll, see, shop: the one-click future of fashion Social media has changed how we decide what’s cool, how we develop what we like, how brands sell and how we shop. Enter: Zalando’s…

New Post from Zalando Design: medium.com/zalando-design/scroll-se...

Kaizen for the AI era: How small improvements build smarter support Learn how Intercom applies Kaizen to AI support through the Fin Flywheel, using everyday conversations to drive continuous, compounding improvement.

New Post from Intercom Product & Design: www.intercom.com/blog/kaizen-for-the-ai-e...

Transformation in action: What it takes to automate 81% of your customer service while improving CX Find out what three years of AI-first transformation looks like in practice — from the team that builds Fin and runs their support on it.

New Post from Intercom Product & Design: www.intercom.com/blog/automate-customer-s...

From resolutions to outcomes: Evolving how Fin delivers value As Fin handles more complex work, the definition of success expands. Learn what's changed and what it means for your team.

New Post from Intercom Product & Design: www.intercom.com/blog/from-resolutions-to...

Best in WordPress Design: Monemvasia Winery by K2 Design K2’s website for Monemvasia Winery is a deliberate break from convention, vibrant, contemporary, and unmistakably modern, built entirely on WordPress using WooCommerce. In this edition of Best in WordPress Design, the Athens-based studio shares the creative vision and technical thinking behind a digital experience that challenges everything a winery website is expected to be.

New Post from Automattic Design: automattic.design/2026/03/12/best-in-wordp...

Transformation in action: When support becomes the blueprint for company-wide AI As AI spreads beyond support, the teams who pioneered it are becoming the blueprint for company-wide transformation.

New Post from Intercom Product & Design: www.intercom.com/blog/support-is-the-blue...

Telex experiments “Describe your idea. Telex will build a WordPress block for you.” — That’s the promise featured on the Telex website. Created by Automattic, this experimental tool has been generating buzz across the WordPress community as a powerful new companion for developers.

New Post from Automattic Design: https://automattic.design/2026/03/03/telex-experiments/

Transformation in action: How AI is evolving support careers AI is changing what it means to work in support. Here's what this looks like in practice and how to prepare your team.

New Post from Intercom Product & Design: www.intercom.com/blog/how-ai-is-evolving-...

The Prompt Is the Prototype: How Structured AI Prompting Is Reshaping Enterprise Design How one-shot prompting with Figma Make and Carbon Design System compressed months of enterprise prototyping into minutes — and what any…

New Post from IBM Design: medium.com/design-ibm/the-prompt-is...

The Writing Lesson Hidden in My Automattic Hiring Trial My design hiring trial valued clear thinking over perfect pixels—and that priority has shaped my career ever since. The onboarding screens and mockups I designed during those weeks are no longer relevant, but the practice of documenting my reasoning clearly continues to guide how I approach design challenges today.

New Post from Automattic Design: automattic.design/2026/02/23/the-writing-l...

Transformation in action: Raising the bar for customer experience AI efficiency gains are just the beginning. Discover how teams with mature AI deployment deliver proactive, personal support at scale.

New Post from Intercom Product & Design: www.intercom.com/blog/raising-the-bar-for...

The 2026 shortlist: 11 design trends that are about to go mainstream What’s queued up for 2026? Agentic AI, hands-on leadership and true design craft. Explore the full map of what’s coming next.

New Post from Zalando Design: medium.com/zalando-design/the-2026-...

Transformation in action: Why ROI becomes clearer with deeper integration Deeply integrating AI reshapes how support scales and contributes to growth. Here's how this compounds impact and makes business value easier to articulate.

New Post from Intercom Product & Design: www.intercom.com/blog/why-roi-becomes-cle...

Transformation in action: Why AI deployment depth makes the difference Going deep with AI delivers better support outcomes. Here's how a mature level of deployment impacts results, and what you can do to get ahead of the widening gap.

New Post from Intercom Product & Design: www.intercom.com/blog/why-ai-deployment-d...

The AI deployment gap is widening, don’t get left behind While most customer service teams now use AI, a gap is opening up between teams that have deployed AI at a surface level and those that have integrated it deeply. Learn how to close the gap before it becomes too wide.

New Post from Intercom Product & Design: www.intercom.com/blog/customer-service-tr...

Content Engineering lessons we’re taking into 2026 Written by Lisette Walberer and Grace Boatwright | Jan 2026

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Design System: the art of documented compromise When principles meet industry reality

New Post from Doctolib Design: medium.com/doctolib/design-system-t...

Agentforce Builder is Now Easier to Use – No Coding Required With the latest Agentforce Builder innovations, we’re making it easier for you to use natural language and no-code ways to create reliable agents.

New Post from Salesforce Design: www.salesforce.com/blog/easy-to-use-agentfo...

From Silos to Collaboration: My First 30 Days as a Writer on a Design Team Leaving Legacy Tech Writing Behind

New Post from Emplifi Design: medium.com/emplifi-design/from-silo...

GRL: The 'Precision Filter' You Didn’t Know Your CDP Was Missing Discover the 'Precision Filter' your Customer Data Platform is missing. Learn how GRL (Group, Rank, and Limit) in Salesforce Data 360 transforms your audience from a generic segment into a hyper-personalized, targeted priority list—all without writing a line of code.

New Post from Salesforce Design: www.salesforce.com/blog/grl-the-precision-f...

New research: Customer service team evolution Our latest research shows that customer service teams are undergoing significant change as a result of implementing AI tools and broader technological shifts. Learn more about how they're evolving.

New Post from Intercom Product & Design: www.intercom.com/blog/new-research-custom...