Alex Kidwell

Judge
DISC Type : Dc

Senior Product Manager at Intercom

London, England, United Kingdom

Overview

Alex is a Senior Product Manager at Intercom, focusing on growing the Fin AI Agent. With over seven years of experience across AI, FinTech at Zilch, and Consumer Tech at Dyson, his colleagues describe him as "hard working" and "data literate. " He studied History and Spanish at Cardiff University.

As a hands-on product manager, he recently pushed his own code to production for a new landing page.

Personality Overview

Features Driven

Fast But Wary

Demanding

They like to be in a position where they can control the conversation and terms.  They are not focused on building rapport and relationships. They respond well to strong and respectful communication.

Topics They Care About

AI Customer Service
His current role is building and growing Intercom's AI Agent, Fin. He frequently posts about moving AI agents from simple FAQs to self-improving, complex query resolution systems.
Measuring Customer Experience
He wrote about launching a new AI-powered metric, the CX Score, because he believes traditional measurements like CSAT are broken.
Product-Led Growth
His focus is on optimizing product features and web pages to drive growth, a skill he has applied across his roles at Intercom, Zilch, and Dyson.

Media Appearances

Why Anthropic chose Fin to transform their customer support – The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom. Featured in Podtail (Inside Intercom Podcast)

See Now

Work History

9-2024
Senior Product Manager at Intercom
7-2021 - 9-2024
Product Manager at Zilch
1-2020 - 7-2021
Product Manager (NPD) at Dyson
7-2019 - 1-2020
Commercial Manager - Automotive at Dyson
3-2017 - 1-2020
Product Marketing Manager France - Health & Well-being at Dyson

Education

2011 - 2015
History and Spanish from Cardiff University / Prifysgol Caerdydd
2006 - 2011
International Baccalaureate from Marlborough College

More Information

Social Presence :

Prographics :

Exp : 11 Location : London, England, United Kingdom Job Level : Middle Designation : Senior Product Manager at Intercom
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Insights For Selling To Alex

During A Call Or A Meeting

DO's

  • Make sure that you circle back fast on any action items, it wins their trust
  • Refer to testimonials from well-known industry leaders
  • Hold your ground without indulging in one-upmanship

DONT's

  • Don't try too hard to forge relationships with them
  • Avoid being too verbose
  • Avoid being a storyteller and don’t try to oversell

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Alex is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Alex

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Alex move?

  • They can take decisions very fast if you manage to convince them.
  • Can Alex take some risk or not?

  • The risks don’t matter much to them.

You And Alex

Personality Compatibility


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