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PODCAST

The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

On The Ticket, you"ll hear Intercom"s Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support.Follow The Ticket to get the weekly episodes and sign up for our twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter🏠 www.intercom.com

technology

All Episodes

00:23:16

Transforming customer service in healthcare, with...

The Ticket: Discover the Future of Customer Service,... ·

2023/06/15

In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful". Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9w Transcript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:59:09

From science fiction to reality: Exploring the...

The Ticket: Discover the Future of Customer Service,... ·

2023/06/08

In this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech. Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhg Read a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/ See Privacy Policy at

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00:28:24

Preparing your CS team for the age of AI: Hear the...

The Ticket: Discover the Future of Customer Service,... ·

2023/06/01

Advances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success. Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to:Prepare your support teams to work seamlessly with AI and automationSet customer expectations for interacting with AIOptimize your knowledge base for AI bots

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00:27:08

Intercom on Product: The AI revolution and the future...

The Ticket: Discover the Future of Customer Service,... ·

2023/05/25

Des Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future. Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/ See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:43:14

Building AI that works: How to navigate the AI...

The Ticket: Discover the Future of Customer Service,... ·

2023/05/17

Time for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI. Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/ You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL1iCYQzSY See

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00:09:45

Unleashing productivity: Learn how AI boosts customer...

The Ticket: Discover the Future of Customer Service,... ·

2023/05/11

In today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond, one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%. Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/ See Privacy Policy at https://art19.com/privacy and California

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00:26:27

How to take your Customer Service from unforgivable...

The Ticket: Discover the Future of Customer Service,... ·

2023/05/04

On this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty. Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFs Transcript:

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00:26:05

How customer-obsessed companies are coming out on...

The Ticket: Discover the Future of Customer Service,... ·

2023/04/27

CX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more. Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4 Transcript:

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00:25:51

How to prove the value of your customer experience...

The Ticket: Discover the Future of Customer Service,... ·

2023/04/20

In today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs. Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxs Read a transcript on our blog:

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00:26:17

Behavioral economics expert Melina Palmer on...

The Ticket: Discover the Future of Customer Service,... ·

2023/04/13

In today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics, to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line. Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkg Read a transcript of this episode here:

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00:15:03

The great differentiator: How fintech companies are...

The Ticket: Discover the Future of Customer Service,... ·

2023/04/06

To get a better sense of the unique challenges and opportunities that fintech companies face in CX and CS, we’ve reached out to a few Intercom customers who’ve been working tirelessly to create customer experiences that take the industry to another level. In today’s episode, you’ll hear from: Bart Bordallo, Co-Founder and CEO at Zignaly Ben Singer, Customer Support Lead and Payment Operations Lead at Mettle Stuart Sykes, Vice President of Service Operations at Zilch You'll find a full

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00:26:02

Customer support just got smarter: A closer look into...

The Ticket: Discover the Future of Customer Service,... ·

2023/03/30

Last week we decided to host a webinar to answer all your burning questions about Fin - our new ChatGPT-powered bot: Does it really work? Will it replace customer service reps? And how should support teams prepare to incorporate this new technology? On today's show you'll be hearing the answers to those questions by Des Traynor, Intercom Co-founder and Chief Strategy Officer, Fergal Reid, Director of Machine Learning and Emmet Connolly, VP of Product Design. If you'd like to watch the full webinar

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00:26:54

CX expert Jon Picoult on shaping memories, not just...

The Ticket: Discover the Future of Customer Service,... ·

2023/03/23

In today’s episode, we caught up with CX expert and author Jon Picoult to discuss the cognitive science behind great CX and the strategies you can use to create unforgettable impressions that drive customer loyalty. You can also watch this episode on YouTube here: https://www.youtube.com/watch?v=NATALdpXwdQ Or read a full transcript here: https://www.intercom.com/blog/videos/cx-expert-jon-picoult-on-shaping-memories/ See Privacy Policy at https://art19.com/privacy and California Privacy

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00:23:48

Conversation starter: A chat about our groundbreaking...

The Ticket: Discover the Future of Customer Service,... ·

2023/03/14

The world of AI is moving fast, and here at Intercom, we're helping set that pace. Today, we're delighted to introduce Fin, our new chatbot powered by OpenAI’s GPT-4 and Intercom’s proprietary machine learning technology and fine-tuned for customer support. In today's episode of the podcast, Intercom Co-founder and CSO Des Traynor and our Director of Machine Learning, Fergal Reid, sit down to discuss our new AI chatbot, how we built it, what it does, and what the next steps look like for this

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01:01:53

The GPT effect: A new era of customer service

The Ticket: Discover the Future of Customer Service,... ·

2023/03/09

To dig a little deeper into the business use cases of GPT we're joined by Ethan Kurzweil, Intercom board member and Partner at Bessemer Venture Partners, Fergal Reid, our own Director of Machine Learning, Krystal Hu, VC and Startups Reporter at Reuters and Talia Goldberg, Partner at Bessemer Venture Partners. They ask is this wave of innovation any different from past waves? Will it transform the way we work and the way businesses interact with customers and prospects? Can it spark a new generation

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00:32:23

Intercom on Product: Our manifesto for...

The Ticket: Discover the Future of Customer Service,... ·

2023/03/02

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, sit down to talk about our new product manifesto for the future of customer service and what it means for us. Read the transcript: https://www.intercom.com/blog/videos/our-manifesto-for-next-generation-customer-service/ Watch the video: https://youtu.be/XgV4A-iStO4 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:17:32

Hi, Robot: Intercom interviews ChatGPT

The Ticket: Discover the Future of Customer Service,... ·

2023/02/23

This week we sat down to have a conversation with OpenAI's ChatGPT – our first-ever synthetic guest. ChatGPT remained composed, professional, surprisingly witty, and nothing less than fascinating. And no offence to all our amazing human guests over the years, but we were very excited to find out what this particular interviewee had to say for itself. From its famous hallucinations to what it talks about when out in a bar with some of its fictional AI pals like HAL 9000, ChatGPT was (mostly) happy

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00:25:06

Retail expert Joel Bines on the rise of the...

The Ticket: Discover the Future of Customer Service,... ·

2023/02/16

Retail industry expert Joel Bines joins us on the show to talk about his book The Metail Economy: Six Strategies for Transforming Your Business to Thrive in the Me-Centric Consumer Revolution. We chat about the 'me-centric' revolution and what that means for retail. Transcript: See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

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00:58:43

AI in the designer's toolbox: Shaping the future with...

The Ticket: Discover the Future of Customer Service,... ·

2023/02/07

In today’s episode, Intercom's Emmet Connolly, VP of Product Design, Molly Mahar, Staff Product Designer in the Machine Learning team and Gustavs Cirulis, Senior Principal Product Designer sit down for a conversation about large language models (LLMs) like ChatGPT, and how they will shape the role of a product designer in the years to come. Transcript: https://www.intercom.com/blog/podcasts/product-design-ai-chatgpt/ Learn more about our new AI features here:

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00:41:35

ChatGPT is here to stay. Where will it take us?

The Ticket: Discover the Future of Customer Service,... ·

2023/02/02

In today’s episode, Intercom Co-founder and Chief Strategy Officer Des Traynor and Director of Machine Learning Fergal Reid delve into all things ChatGPT – from the skepticism to its role in business communications, from the disruption of creative work to the future of user interfaces. Learn more about our new AI features here: https://www.intercom.com/blog/announcing-new-intercom-ai-features/ Watch a video of this episode here: https://www.youtube.com/watch?v=-hBhLoBeQUU Read a transcript here:

en

487 results

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