We've gathered our favorite insights and nuggets of wisdom from 2021 in a special wrap-up episode featuring:

Karen Peacock, Intercom CEO

Hubert Palan, founder and CEO of Productboard

Amanda Renteria, CEO for Code for America

Zanade Mann, founder of Black Women's Business Collective

Janeen Uzzell, COO for Wikimedia Foundation

Farhan Virji, Vice President of Customer Happiness at Later

Will Larson, CTO of Calm

Maggie Hott, Director of Sales at Webflow

Des Traynor, Co-founder and CTO of Intercom

Paul Adams, SVP of Product at Intercom

Thank you all for listening over this past year – we hope you enjoy this episode and we'll see you in 2022. 

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

2021 in conversation: Learnings from the podcast

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 

Technology

Tech News

Podcasting

Gadgets

Software How-To

Business

Investing

Careers

Management & Marketing

Business News

Shopping

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






Evolving your support org to thrive in the AI era

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






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

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 

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

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






Exploring customer service career paths in the age of AI

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.






2021 in conversation: Learnings from the podcast

Download our free app to listen on your phone