In this archive episode, Matt Rogers of Twilio and formerly Google discusses the challenges faced by SaaS companies both starting out and scaling in today’s swiftly evolving market. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Rewind: Matt Rogers on scaling your SaaS business

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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 
 

Unlocking customer service's strategic potential with AI

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 
 

Shep Hyken on getting ahead of the competition with exceptional CX

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/ 
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Rewind: Matt Rogers on scaling your SaaS business

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