February 2020 Summaries

Heap and Appcues have announced the general availability of their integration, which allows product teams to enhance user experiences without the need for extensive engineering resources. This collaboration helps product managers identify and resolve bottlenecks in product engagement by analyzing data to improve onboarding, adoption, and retention. The integration enables real-time data flow from Appcues to Heap, allowing for a comprehensive understanding of user interactions and the effectiveness of in-app experiences. It also facilitates the creation of targeted user segments based on behavior, which can be used to deliver personalized experiences through Appcues. The partnership aims to accelerate onboarding, nurture product adoption, and improve retention by leveraging the strengths of both platforms, ultimately leading to more seamless and engaging user journeys.

Heap's new London office marks an expansion into the EMEA region, led by Jeremy Bedford, who sees significant opportunities in the evolving product analytics space. While marketing analytics is well-established, Bedford believes product analytics is in its early stages, offering the potential to drastically reduce time to insights. He is drawn to Heap's innovative data-driven approach, likening it to selling Teslas in the age of horses, and appreciates the company's strong culture and values recognized by Glassdoor. His career has been focused on helping people through technology, and he brings extensive experience in analytics and regional leadership to his role, aiming to build momentum by hiring the right talent and scaling operations. Despite challenges like hiring and geographic distance from the home base, advances in technology have mitigated some concerns, allowing Bedford to focus on team building and leveraging his skills to drive Heap's growth in EMEA. Outside of work, he enjoys family life, sports, and travel, and remains actively engaged in expanding his team, inviting interested candidates to explore opportunities with Heap.

Heap and Intercom have collaborated to integrate customer engagement and support solutions, enabling product teams to gain comprehensive insights into user interactions and product experiences. This partnership aims to bridge the gap between disparate systems, making it easier for product managers to identify and address product features that generate support tickets or frequent in-app chat interactions. By collecting key conversation events and metadata from Intercom Messenger, Heap allows product managers to analyze how these interactions affect user engagement and product functionality, facilitating the identification and removal of friction points. This integration enhances the ability to tailor support experiences, improve product features, and ultimately foster stronger customer relationships. The collaboration promises to reduce support tickets and improve customer satisfaction by providing a holistic view of user interactions, empowering teams to make informed product decisions.