Research & Data Science Leader. Founder HER+Data. Head of Research, Analytics & Data Science @Intercom. Prior Senior Research Scientist & Manager @YahooResearch & Research Scientist @Telefonica. Love data, analytics & hci. Fascinated by how people behave & interact with technology.
Growth isn’t a game of silver bullets or one size fits all solutions. It’s about connecting more people to the value of your product, so they become loyal, long-term, paying customers, who share it with others. The Growth Handbook features industry-tested advice for doing just that.
Our amazing content team and brand design team in Intercom published a great book on growth with lots of insights on acquisition, activation, engagement & retention from a bunch of folks – both in and out of intercom – including myself. Loved working on this.
Jan 25th marked my 2nd Interversary a.k.a. 2 years in Intercom! That means a 2nd Intercomic and what an amazing Intercomic it is. Yes that’s a nod to my (over) use of party parrots in slack – if there is such a thing as overusing party parrots. Rose’s monster birthday cake for her 2nd birthday made in it, as did my InspireFest talk. Those are keys to our new house in my hand and in the background there’s a lovely reference to HER+Data. I love it! I’ve experienced & learned so, so much over the past 2 years but the real highlight is the smart, talented & humble people I get to work with daily. People who really know me – maybe a little too well 😉
Wow! Today marks my 1 year anniversary in Intercom 🙂 And what a year it’s been. I’ve moved jobs and countries, been challenged frequently and I have learned a huge amount. Bring on the next year!
Intercom has this wonderful tradition of creating an amazing personalized illustration of you for each Interversary. They collect interesting facts about you from your team and colleagues, and then a wonderful designer, Sebastian creates something like this!! Beautiful!!
Today I published Intercom’s first ever data report with my colleague Sara Yin where we explored emoji trends in business messaging. We analyzed more than two million anonymized conversations that took place between our customers (i.e. businesses) and their end users (i.e. consumers) during a 3-month period, from June to August in 2015 and 2016. Below is a just a couple of the interesting things we found. You can read the full report here and a fun blog post here.
#1 Emojis improve message engagement
We discovered that messages started by a business that contained an emoji were four times more likely to elicit a response from a consumer than those that didn’t!!
#2 The Top 20 Emoji
The top 20 emoji found in messages in 2016 were quite similar to ones you might use in your personal life. Category-wise, over a half (51%) of the top 20 emoji fall under a facial category, followed by object-based emoji (18%). As you might expect in a business setting, money-related emoji also featured (11%).
When we compare the top 20 emoji used by businesses vs. consumers we find some real differences! Consumers used facial emoji 30% more than businesses did (83% vs. 51%); businesses stuck to objects (18%) and money symbols (11%), neither of which show up in the consumer list.
Predict is an analytics conference that took place in Dublin’s RDS in October 2016. Its mission was to:
mobilise an international community to solve important human challenges through the power of data and predictive analytics.
The theme of this year’s event was the Journey from Data to Predictive Analytics.
It was my first time to attend and present at the conference and I wasn’t disappointed! I gave a talk on what it means to deliver great analytics and shared the 4 key areas that my team and I in Intercom have been focusing on to build a strong analytics team. Specifically:
In April 2016 we held our first analytics meetup in Intercom, San Francisco and had a fantastic lineup of speakers from Twitch, Wish, Keen IO, Google and Bayes Impact, along with panelists from Social Capital, Mode, Zenefits, ClearSlide and Luminant Data!
We recorded all lightening talks from the evening and recently published those recording online. If you’re interested in anything related to analytics I bet there’s something in this list for you! Happy watching!