By 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 shapin
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The podcast currently has 455 episodes available.
Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise, things are just getting started. The race to build and ship the future is on.
Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk
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https://x.com/eoghan
Follow Intercom:
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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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. www.inter.com/productpodcast
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Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from Intercom Co-founder and CEO Eoghan McCabe, Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and renowned industry analyst Benedict Evans. We also hear from Intercom customers Natalie Hurst from Nuuly, Constantina Samara from Synthesia, and Angelo Livanos from Lightspeed Commerce, who share the results they're already seeing from Intercom's Fin AI Agent.
To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
X: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
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.
Meet the world's most advanced AI agent for customer service: Fin 2.
This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers.
Learn all about it here: https://www.intercom.com/support-for-customers/ai-agent
Watch this episode along with other Pioneer conversations here: https://events.intercom.com/pioneer-2024/
Follow the people:
https://www.linkedin.com/in/pauladams/
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
Say hi
X/Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
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.
Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligning company culture with customer service. They discuss how a strong culture can help navigate change and maintain high levels of customer satisfaction as well as exploring the role of AI in customer service.
Watch this episode on YouTube: https://youtu.be/pQNqb6pyNQI?si=3ZqQaRDLNVLdSpiH
😁 Follow the people:
https://www.linkedin.com/in/bobbystapleton/
https://www.linkedin.com/in/robertrichman/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Follow The Ticket podcast:
🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
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Say hi on 👋
X: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
Robert Spector, author of The Century-Old Startup, joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service for more than 100 years. They explore how Nordstrom maintains a startup mentality, the importance of flexibility and transformation, and how the company's culture and values contribute to its success.
Watch this episode on YouTube: https://www.youtube.com/watch?v=v9hRfKgS8AU
😁 Follow the people:
https://www.linkedin.com/in/decivory/
https://www.linkedin.com/in/therobertspector/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
X: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
This week on The Ticket, we're joined by Fred Walton, a conversation designer at Intercom, to discuss the role of conversation designers in crafting engaging dialogue flows for chatbots and automated support channels. Fred shares tips for designing conversations that make AI agents and chatbots more helpful and natural, and discusses the balance between automation and human interaction in customer support. Fred is in conversation with Senior Knowledge Manager Beth-Ann Sher.
😁 Follow the people:
https://www.linkedin.com/in/beth-ann-sher
https://www.linkedin.com/in/fred-w-06a41814a/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
X: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news about new AI features in our customer service platform.
Watch our latest Built For You Episode here: https://youtu.be/B7pjcm4u8mM
😁 Follow the people:
https://www.linkedin.com/in/olivia-witte-singarella-66458b33/
https://www.linkedin.com/in/kylerocco/
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
Sign up for Intercom on Product: A monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI. https://inter.com/productpodcast
Say hi on 👋
X/Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Blake Morgan, a customer experience futurist and author of 'The Eight Laws of Customer-Focused Leadership'. Blake discusses the importance of customer experience and the role of leaders in creating a customer-centric culture, the impact of AI on customer interactions and the need to balance automation with the human touch as well as the significance of leaders setting the tone for the company.
Watch this episode on YouTube: https://youtu.be/hvSgRM2hsOY
😁 Follow the people:
https://www.linkedin.com/in/ruthieob/
https://www.linkedin.com/in/blakemichellemorgan/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager at Intercom, about the role of a knowledge manager in an AI-driven customer service landscape. Beth shares her journey from being a product marketing manager to becoming a knowledge manager and discusses the daily responsibilities of her role. She explains how AI has reshaped the knowledge management role and the insights she gathers from AI tools to improve the knowledge base. Beth also discusses the future of knowledge management in an AI-driven environment and offers advice for those looking to pursue a career in this field.
Watch this episode on YouTube: https://www.youtube.com/watch?v=oFjQ0JfazOM
😁 Follow the people:
https://www.linkedin.com/in/beth-ann-sher/
https://www.linkedin.com/in/fred-w-06a41814a/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product Researcher Lynsey Duncan. Joining Lynsey are Bobby Stapleton, Senior Director, Human Support and Declan Ivory, VP, Customer Support to discuss the key findings including the importance of problem ownership, where customers value companies that take ownership of their issues and work towards resolving them. The conversation also touches on the role of AI in delivering a remarkable experience and the need for continuous improvement and measurement of customer experience.
Watch this episode on YouTube: https://www.youtube.com/watch?v=cXv3JpKU71c
Follow the people:
https://www.linkedin.com/in/decivory/
https://www.linkedin.com/in/bobbystapleton/
https://www.linkedin.com/in/lynseyduncan/
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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
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.
The podcast currently has 455 episodes available.
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