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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

00:20:34

Off Script: Better, faster, cheaper

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

2024/08/08

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 a

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00:27:27

Dovetail's Serena Chan on why customer research is a...

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

2024/08/01

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

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00:21:04

Strategies for getting executive buy-in to adopt...

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

2024/07/25

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

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00:24:06

How to lead your customer service team into the AI...

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

2024/07/18

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

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00:25:50

Maximizing Team Efficiency with AI: Insights from...

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

2024/07/04

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

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00:19:33

Building the future of AI-first customer service

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

2024/06/27

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

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00:27:02

Off Script: Reinventing customer service with AI

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

2024/06/20

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

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00:17:13

Unlocking customer service's strategic potential with AI

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

2024/06/13

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 Podcasts

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00:37:30

Shep Hyken on getting ahead of the competition with...

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

2024/06/06

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 people: https://www.linkedin.com/in/decivory/ https://www.linkedin.com/in/shephyken/ Newsletters: Sign

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00:31:07

Evolving your support org to thrive in the AI era

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

2024/05/24

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

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00:16:57

Mapping out the first 90 days with AI-first Customer...

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

2024/05/16

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 😁 Follow the

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00:23:25

Off Script: Into the future with AI-first Customer...

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

2024/05/09

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:

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00:25:28

Exploring customer service career paths in the age of AI

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

2024/05/02

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

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00:27:12

Unpacking the impact of AI on CX with PartnerHero's...

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

2024/04/25

Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish. 😁 Follow the

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00:22:21

The Ticket: Moment of truth – Fin AI Copilot in practice

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

2024/04/18

Learn how Fin AI Copilot is changing the way Intercom's Customer Support team works, and the benefits they're already seeing since starting to use it.

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00:12:38

How Fin AI Copilot changes the game for support teams

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

2024/04/11

Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ 📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot 😁 Follow the people: https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/olivia-witte-singarella-66458b33/ Follow

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00:26:52

Introducing Off Script: Des Traynor on the AI revolution

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

2024/04/04

This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing.In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will certainly be going through. You can watch this episode on YouTube and don't forget to subscribe to

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00:22:56

Stacy Sherman on how to design customer experiences...

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

2024/03/28

This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excellence. Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68 📝 Blog:

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00:22:08

Fueling the AI machine with the knowledge it needs

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

2024/03/21

This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience.Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE 😁 Follow the people: https://www.linkedin.com/in/ruthieob/ https://www.linkedin.com/in/bobbystapleton/ Follow our podcast: 🍏 Apple Podcasts

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00:28:47

How AI is transforming customer service tech stacks

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

2024/03/07

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.🎥 Watch this episode on YouTube:

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481 results

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