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When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences.
Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJ
Follow the people:
https://www.linkedin.com/in/johndurocher/
https://www.linkedin.com/in/bobbystapleton/
Newsletters:
Sign up for The Ticket: A 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
Follow The Ticket podcast:
Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
RSS Feed https://art19.com/shows/inside-intercom
Say hi:
LinkedIn: https://www.linkedin.com/company/intercom/
X: https://x.com/intercom
Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin
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.
4.6
7272 ratings
When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences.
Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJ
Follow the people:
https://www.linkedin.com/in/johndurocher/
https://www.linkedin.com/in/bobbystapleton/
Newsletters:
Sign up for The Ticket: A 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
Follow The Ticket podcast:
Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
RSS Feed https://art19.com/shows/inside-intercom
Say hi:
LinkedIn: https://www.linkedin.com/company/intercom/
X: https://x.com/intercom
Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin
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.
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