x

75% of people globally want unbiased news (Pew Research) but are concerned they're not getting that.

Get balanced coverage with Symby. See how stories are covered across diverse outlets and spot when one side covers a story the other skips.

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

00:22:21

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.

en

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

en

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

en

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:

en

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

en

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:

en

00:25:33

Amplitude’s Jenna Elliott on navigating the future of...

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

2024/02/29

Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like.📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success 😁 Follow the

en

00:31:57

Understanding the changing economics of customer...

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

2024/02/22

With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/decivory/ Follow our

en

00:26:50

Making magic: Simon T. Bailey on the platinum service...

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

2024/02/15

Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders. 🎥 Watch this episode on YouTube:

en

00:30:40

Exploring Intercom's Customer Service Trends Report...

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

2024/02/01

Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing. 🗂️ Chapters 00:00 Introduction 01:27 Customer Expectations 06:06 AI Adoption in CS 10:08 AI is Coming for Your Jobs but Not in The Way You Think 16:05 Tech Stack: Ditching the

en

00:29:42

Rewind: Jeff Vincent on solving customer problems

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

2024/01/25

Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product roadmaps to the importance of being your authentic self in the workplace. Read a transcript:

en

00:55:51

Intercom on Product: Riding the AI wave in 2024

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

2024/01/18

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead. Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8 Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024 Subscribe to our sister podcast, Intercom on Product wherever you're listening to this

en

00:25:57

CX leader Camille E. Acey on the evolving dynamics in...

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

2024/01/11

CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources. Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIA Read a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-care Say hi on: Twitter:

en

00:35:38

Synthesia CEO Victor Riparbelli on how generative AI...

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

2024/01/04

Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead. Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video www.intercom.com See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:58:28

Inside Intercom 2023 in Review

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

2023/12/14

2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from a year of conversations about how AI is transforming customer service and the world of tech.

en

00:29:44

Rewind: CX author Dan Gingiss on turning customers...

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

2023/12/07

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

en

00:27:16

Make every call count: The evolution of phone support

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

2023/11/30

Take a tour of the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music to Intercom Phone.

en

00:31:54

Angel investor Christoph Janz on finding the right...

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

2023/11/23

Where are startups better suited to challenge established players? Can they transform mature categories with an AI-first lens? How do these risks play out in horizontal and vertical markets? Intercom Co-founder Des Traynor caught up with Christoph Janz, Partner at Point Nine Capital, to pick his brain on the implications of generative AI for SaaS companies and early-stage SaaS investors, and where those golden opportunities lie. Watch on YouTube:

en

00:20:50

Turning the tide: CS expert Jo Causon on reviving...

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

2023/11/16

Learn how implementing a service culture across every department of your company can pave the way for a customer-centric transformation that elevates the customer experience to new heights from Jo Causon, CEO of The Institute of Customer Service. Read a transcript: https://www.intercom.com/blog/videos/jo-causon-customer-service Watch a video of this episode: https://www.youtube.com/watch?v=wKvBG4YP0Nw https://www.instituteofcustomerservice.com/ See Privacy Policy at https://art19.com/privacy and

en

00:30:19

How AI is creating support roles, not taking them

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

2023/11/09

AI is revolutionizing the customer service landscape, and with it, the traditional role of a support agent. On today's show we're joined by an industry panel of experts to answer the questions - what does that future look like for support teams? And how can you best prepare for the new opportunities and challenges to come? Today's guests:Christian Osmundsen, Global Head of Customer Experience at DeliverectLauren Francis, Customer Support Process Improvement Manager at IntercomRuth O'Brien, Director

en

487 results

Similar Podcasts

Lead With AI

Tamara Nall

Linux in the Ham Shack

Black Sparrow Media

Data Engineering Podcast

Tobias Macey

Eye On A.I.

Craig S. Smith

Reflections

Livewire Labs