John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, Our Senior Director of Human Support, to discuss the concept of "Big Bet Leadership". This involves emphasizing the importance of making bold, high-stakes decisions in business. They also explore how customer service leaders can leverage AI to enhance customer experiences while navigating risks and uncertainties. Watch this episode on YouTube:...

Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise, things are just getting started. The race to build and ship the future is on. Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk Follow the people: https://www.linkedin.com/in/eoghanmccabe/ https://x.com/eoghan Follow Intercom: Twitter: https://x.com/intercom LinkedIn:...

Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from Intercom Co-founder and CEO Eoghan McCabe, Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and renowned industry analyst Benedict Evans. We also hear from Intercom customers Natalie Hurst from...

Meet the world's most advanced AI agent for customer service: Fin 2. This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers. Learn all about it here: https://www.intercom.com/support-for-customers/ai-agent Watch this episode along with other Pioneer conversations here: https://events.intercom.com/pioneer-2024/ Follow the...

Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligning company culture with customer service. They discuss how a strong culture can help navigate change and maintain high levels of customer satisfaction as well as exploring the role of AI in customer service. Watch this episode on YouTube: https://youtu.be/pQNqb6pyNQI?si=3ZqQaRDLNVLdSpiH 😁 Follow the...

Robert Spector, author of The Century-Old Startup, joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service for more than 100 years. They explore how Nordstrom maintains a startup mentality, the importance of flexibility and transformation, and how the company's culture and values contribute to its success. Watch this episode on YouTube:...

This week on The Ticket, we're joined by Fred Walton, a conversation designer at Intercom, to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and automated support channels. Fred shares tips for designing conversations that make AI agents and chatbots more helpful and natural, and discusses the balance between automation and human interaction in customer support. Fred is in conversation with Senior Knowledge Manager Beth-Ann Sher. 😁 Follow the...

This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform. Watch our latest Built For You Episode here: https://youtu.be/B7pjcm4u8mM 😁 Follow the people: https://www.linkedin.com/in/olivia-witte-singarella-66458b33/ https://www.linkedin.com/in/kylerocco/ Newsletters: Sign up for The Ticket: A twice-monthly newsletter bursting with all...

In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the...

In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI...

In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the...

Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed, and cost. Tracing the evolution from personal, local interactions to global call centers and digital channels, she explains how AI can handle simpler queries swiftly, freeing human agents for complex issues. AI has the potential to revolutionize service economics, enabling businesses to provide high-quality, cost-effective support – hinting at...

Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Customer Experience at Dovetail, discusses how to conduct the right type of research and apply it to your CX. She talks about leveraging data effectively, balancing intuition with customer knowledge, and how to make sense of customer insights. 😁 Follow the...

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-in from your execs when adopting AI-first customer service. We also hear the experiences of Constantina Samara, Head of Support at Synthesia, and Pat Barlow, Support Lead at Dovetail. Watch this episode on YouTube: 😁 Follow the...

Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS teams. We also hear the experiences of Ben Peak, Director of Technical Support at Robin; Elli Neeld, Product Education Content Creator at HoneyBook; and Carl Olsen, General Manager of Operations at Sharesies. Watch this episode on YouTube: https://youtu.be/H_TL2PAXg3k?si=0_hpqfKvuXZ-y626 😁 Follow the...

In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Proactive Support, and Leanne Harte, Senior Manager of Customer Support. They'll share valuable insights on effective AI implementation, the impact on support teams, and actionable advice for leaders looking to boost team performance. Watch this episode on YouTube: https://www.youtube.com/watch?v=97F1WQWSM3U 😁 Follow the...

This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service. Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw 😁 Follow the...

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our efforts in building generative AI into the core of the Intercom platform.   You can watch this...

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez unpack how customer support leaders can confidently guide their teams into this new strategic future being driven by AI. Watch this episode on YouTube: https://www.youtube.com/watch?v=nAHX07s8eDU 😁 Follow the people: https://www.linkedin.com/in/anlopezm/ https://www.linkedin.com/in/bobbystapleton/ Follow our podcast: 🍏 Apple...

Renowned customer service and CX expert Shep Hyken joins Declan Ivory, VP of Customer Support at Intercom, to discuss highlights from his Achieving Customer Amazement Study and wants to help you create an amazing customer experience.and emerging trends shaping the future of customer experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=dOIYgZ2rRrk 😁 Follow the...

Intercom's Declan Ivory, VP of Customer Support, and Ruth O’Brien, Senior Director of Automated and Proactive Support, discuss how AI has fundamentally changed things not just for our team, but for every support team. They unpack why it’s so critical to get onboard with AI and how they’ve reimagined and evolved Intercom’s Support org to take full advantage of the opportunities AI has to offer. Watch this episode on YouTube: https://www.youtube.com/watch?v=4MznUEXiwzQ 😁 Follow the...

This week on The Ticket podcast, Intercom’s Senior Director of Human Support Bobby Stapleton and Director of Customer Support Operations Anthony Lopez break down how our own Customer Support team got started with AI. They discuss what the first three months looked like as the team made the switch to an AI-first approach, and offer some practical advice for how others can confidently embrace the new way. Watch this episode on YouTube: https://www.youtube.com/watch?v=sgJvV4diKNo 😁...

Our Chief Product Officer Paul Adams talks about how AI has raised the bar for what great customer service looks like and what it takes to rise to the occasion. He explains our vision for AI-first Customer Service, and how we’re making that vision a reality. You can watch this episode on YouTube: https://youtu.be/X3iNjM89fRA?si=fDtP8tl-FY4PHxxm Follow the people: https://www.linkedin.com/in/eoghanmccabe/ https://www.linkedin.com/in/pauladams/ Say hi 👋 Twitter:...

Intercom’s Senior Director of Automated and Proactive Support Ruth O’Brien and Senior Director of Human Support Bobby Stapleton discuss the impact AI is having on customer service careers, and what “new world” support roles and career paths look like compared to “old world” ones, based on their own personal experience.  Watch this episode on YouTube: https://www.youtube.com/watch?v=K9MA3cBELyU 😁 Follow the...