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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

00:14:44

The story behind the chirp: Intercom’s notification...

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

2023/11/02

Sound plays a considerable role in determining whether a customer experience is good or not. This week, in an archive episode of Inside Intercom from 2021, you’ll hear how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick. Note: This episode contains notification sounds, ambience and music. If you would prefer to listen to the episode with just interviews you can listen to an alternative version here. Read a

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00:29:36

Rewind: Intercom on Product – The intersection of...

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

2023/10/26

In this archive episode of Intercom on Product from 2019, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode. Transcript: https://www.intercom.com/blog/podcasts/intercom-on-product-ep07/ 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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00:16:45

Training the next generation of support leaders with...

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

2023/10/19

On today's show we sat down with Peak Support's President and Chief Strategy Officer Hannah Steiman to chat about leadership enablement and why it’s key for support teams in high-growth companies. Watch on YouTube: https://www.youtube.com/watch?v=qGoaHcgwSsc Read a transcript: https://www.intercom.com/blog/videos/training-support-leaders-with-peak-support-hannah-steiman You'll find the leadership materials that Hannah mentions in the episode here:

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00:41:53

Rewind: IBM’s Arin Bhowmick on designing ethical AI

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

2023/10/12

In this archive episode from 2021, IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI. Transcript: https://www.intercom.com/blog/podcasts/arin-bhowmick-ibm-on-ethical-ai/ 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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00:33:37

Rewind: Nick Mehta on delivering value at scale

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

2023/10/05

Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation. Read a full transcript here: https://www.intercom.com/blog/podcasts/customer-success-nick-mehta-gainsight/ This episode was originally published on 10/12/20 See Privacy Policy

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00:45:32

HubSpot’s Noel O’Reilly on embracing AI in your...

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

2023/09/28

Intercom's Director of Automated and Proactive Support Ruth O'Brien caught up with HubSpot’s Director of Customer Support for EMEA Noel O’Reilly to chat about how AI and automation are affecting customer service today and HubSpot’s AI strategy for support in the year to come. Watch on YouTube: https://www.youtube.com/watch?v=0S-vS-QVuTU Transcript: https://www.intercom.com/blog/videos/hubspot-noel-oreilly-ai-customer-support-strategy We'd love to hear your thoughts on the podcast and what you'd

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00:22:10

Leonard Berry and the eternal pursuit of service...

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

2023/09/21

Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. Watch this episode: https://www.youtube.com/watch?v=6sjF8PNTyPQ Read a transcript:

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00:39:13

Intercom on Product: Product strategy in the age of AI

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

2023/09/14

Learn how AI is going to transform software, and how startups can identify the best AI opportunities to target vulnerable incumbents.

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00:41:45

Shopify UX Director Elizabeth McGuane on why design...

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

2023/09/07

In this episode, Intercom’s VP of Product Design Emmet Connolly catches up with Elizabeth McGuane, UX Director at Shopify, to talk about her love of words, incorporating semantic concepts into the design process, and the importance of building a shared language. 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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00:50:04

The emergence of superintelligent AI

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

2023/08/31

In this episode, our Senior Director of Machine Learning, Fergal Reid, joins Emmet Connolly, our VP of Product Design, to take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation. Watch on YouTube: https://www.youtube.com/watch?v=KYBQzO2u1Xs Read a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintelligent-ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:23:00

Learn how AI can unlock productivity, according to AI...

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

2023/08/24

In this episode we chat with AI guru Andrew Louder about selecting and implementing the right AI tools for your business. Watch on YouTube: https://youtu.be/YSf2O0EEZBg Transcript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louder 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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00:22:30

Discover the secret sauce of innovative companies,...

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

2023/08/17

We're joined by Behnam Tabrizi - author of 'Going on Offense: A Leader’s Playbook for Perpetual Innovation'. Behnam shares insights on how to create a culture of perpetual innovation that will allow organizations to adapt to new environments and seize new markets. Watch on YouTube: https://www.youtube.com/watch?v=k2lQn6DEU5s Transcript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innovative-companies See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:22:45

The father of customer journey mapping, Chip Bell,...

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

2023/08/10

We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward. Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNE Read a transcript: https://www.intercom.com/blog/videos/customer-service-expert-chip-bell/ See Privacy Policy at https://art19.com/privacy and

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00:22:12

CX strategist Lynn Hunsaker on putting the customer...

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

2023/08/02

In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish. Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8Lk Transcript: https://www.intercom.com/blog/videos/cx-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/ See Privacy Policy at

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00:30:33

Rewind: Square's Rohini Pandhi on spotting and...

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

2023/07/27

Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale. 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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00:16:09

What happens when customers meet chatbots? Discussing...

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

2023/07/20

In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots. Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/ 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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00:17:51

AI educator Kavita Ganesan on uncovering AI...

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

2023/07/13

We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI. Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/ You can find more info on Kavita here: https://kavita-ganesan.com/ 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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00:20:47

Two AI chatbots walk into a bar: TV writer Joe Toplyn...

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

2023/07/06

Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript. Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/ Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4 See Privacy Policy at https://art19.com/privacy and California Privacy Notice at

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00:12:48

Becoming Fin: The story behind the name of our AI...

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

2023/06/29

When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot. Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-chatbot/ Meet Fin: https://www.intercom.com/fin See Privacy Policy at https://art19.com/privacy and

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00:37:41

Adapting to the AI revolution in CS: Discussing our...

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

2023/06/22

In our latest report n - The State of AI in Customer Service 2023, we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to win a competitive edge. And that’s why today, we’ve invited three people to join us on the podcast to

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