The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

This week Intercom’s Senior Director of Human Support Bobby Stapleton, Senior Product Marketing Manager OIivIa Singerlla and Staff Product Manager Alissa Tyrangiel discuss some exciting news in AI-first customer service. Watch our latest Built For You Episode here: https://www.youtube.com/watch?v=xTAzvif5fzw 😁 Follow the people: https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com...

Great brands that endure always leap on new opportunities. To understand the new AI opportunity, you must understand the underlying technology. Our VP of AI, Fergal Reid, is the perfect person to explain that technology, and how it will transform the way you provide customer service. Fergal has been working on applying machine learning to customer service for many years, and has been leading our e...

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 😁 Follow the people: https://www.linkedin.com/in/anl...

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 😁 Follow the people: https:/...

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. Wat...

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 ne...

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/eoghan...

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=K9MA3cBELy...

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. 😁 Follow the...

In today’s episode, we’re joined by Declan Ivory, VP of Customer Support at Intercom, and Bobby Stapleton, Senior Director of Human Support at Intercom who explore how our own Customer Support team is benefitting from Intercom's Fin AI Copilot, our brand new intelligent personal assistant for customer service teammates.  We'll uncover how Fin AI Copilot works in practice – how it is enha...

Intercom's Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it. Watch this episode on YouTube: https://www.youtube.com/watch?v=DV6RK_-qGkQ 📝 Blog: https://www.intercom.com/blog/videos/ticket-welcome-fin-ai-copilot 😁 Follow the people: https://www.linkedin.co...

This week on The Ticket we're bringing you the first episode of "Off Script", a new series of candid conversations with Intercom leadership about the extraordinary AI-driven transformation we’re currently experiencing. In this episode, Intercom Co-Founder Des Traynor talks about the generative AI revolution that startups and all of technology – and very, very soon all of society at large – will ce...

This week's guest, CX author and speaker Stacy Sherman, is an expert at turning that aspiration into reality. In this episode, she joins our Director of Human Support Bobby Stapleton to discuss her Doing CX Right framework to design a standout customer experience to help you get – and keep – customers, and shares her best practices for empowering your teams and creating a culture of customer excel...

This week our Director of Automated and Proactive Support, Ruth O’Brien, and our Director of Human Support, Bobby Stapleton, dive into the importance of creating a culture of knowledge management for unlocking AI success and delivering a great customer experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=lNujY05wFAE 😁 Follow the people: https://www.linkedin.com/in/ruthieob/...

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton an...

Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like. 📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success 😁...

With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory , our VP of Customer Support, and Bobby Stapleton , our Director of Human Support, unpack a lot of the implications of this new reality. 📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service 😁 Follow the people: https...

Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon h...

Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing. 🗂️ Chapters 00:00 Introduction 01:27 Customer Expectations 06:06 AI Adoption in C...

Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product r...

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead. Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8 Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2...

CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources. Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIA Read a transcript: https://www.intercom.com/blo...

Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead. Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video www.intercom.com See Privacy Policy at https://art19...

2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from our conversations about how AI is transforming customer service and the world of tech. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

Worried about customers leaking out? Learn how a remarkable customer experience can be your best marketing and sales strategy as CX keynote speaker and author Dan Gingiss joins us on the show. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .