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

Take a tour of the evolution of phone support – from an old recording of Alexander Graham Bell to the science of on-hold music to Intercom Phone. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

Where are startups better suited to challenge established players? Can they transform mature categories with an AI-first lens? How do these risks play out in horizontal and vertical markets? Intercom Co-founder Des Traynor caught up with Christoph Janz, Partner at Point Nine Capital, to pick his brain on the implications of generative AI for SaaS companies and early-stage SaaS investors, and where...

Learn how implementing a service culture across every department of your company can pave the way for a customer-centric transformation that elevates the customer experience to new heights from Jo Causon, CEO of The Institute of Customer Service. Read a transcript: https://www.intercom.com/blog/videos/jo-causon-customer-service Watch a video of this episode: https://www.youtube.com/watch?v=wKvBG4Y...

AI is revolutionizing the customer service landscape, and with it, the traditional role of a support agent. On today's show we're joined by an industry panel of experts to answer the questions - what does that future look like for support teams? And how can you best prepare for the new opportunities and challenges to come? Today's guests: Christian Osmundsen, Global Head of Customer Experience at...

Sound plays a considerable role in determining whether a customer experience is good or not. This week, in an archive episode of Inside Intercom from 2021, you’ll hear how Intercom landed on its notification sound and how a round of customer feedback gave way to the blip, bop, clack, hiss, shake and tick. Note: This episode contains notification sounds, ambience and music. If you would prefer to l...

In this archive episode of Intercom on Product from 2019, Des Traynor and Paul Adams discuss 6 key ingredients for product strategy and aligning this with company strategy. Click here to read the Michael Porter paper, What Is Strategy mentioned in the episode. Transcript: https://www.intercom.com/blog/podcasts/intercom-on-product-ep07/ See Privacy Policy at https://art19.com/privacy and California...

On today's show we sat down with Peak Support's President and Chief Strategy Officer Hannah Steiman to chat about leadership enablement and why it’s key for support teams in high-growth companies. Watch on YouTube: https://www.youtube.com/watch?v=qGoaHcgwSsc Read a transcript: https://www.intercom.com/blog/videos/training-support-leaders-with-peak-support-hannah-steiman You'll find the leadership...

In this archive episode from 2021, IBM's Chief Design Officer and Global Vice President Arin Bhowmick joins us to discuss the role design plays at IBM, the importance of user research, and the principles of building ethical, sustainable AI. Transcript: https://www.intercom.com/blog/podcasts/arin-bhowmick-ibm-on-ethical-ai/ See Privacy Policy at https://art19.com/privacy and California Privacy Noti...

Customer success can often feel like an ambiguous and unquantifiable concept, yet maintaining your performance in this area is essential for scaling your business. In this episode from our archives, former Senior Director of Customer Support Kaitlin Pettersen chats to Gainsight CEO Nick Mehta about solving the CS equation. Read a full transcript here: https://www.intercom.com/blog/podcasts/custome...

Intercom's Director of Automated and Proactive Support Ruth O'Brien caught up with HubSpot’s Director of Customer Support for EMEA Noel O’Reilly to chat about how AI and automation are affecting customer service today and HubSpot’s AI strategy for support in the year to come. Watch on YouTube: https://www.youtube.com/watch?v=0S-vS-QVuTU Transcript: https://www.intercom.com/blog/videos/hubspot-noel...

Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service. Watch this episode: https://www.youtube.com/watch?v=6...

In this episode of Intercom on Product, our Co-founder and Chief Strategy Officer Des Traynor and Paul Adams, our Chief Product Officer, discuss how AI is going to transform the software industry, and how startups can identify the best AI opportunities to target vulnerable incumbents.  See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#d...

In this episode, Intercom’s VP of Product Design Emmet Connolly catches up with Elizabeth McGuane, UX Director at Shopify, to talk about her love of words, incorporating semantic concepts into the design process, and the importance of building a shared language. 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, our Senior Director of Machine Learning, Fergal Reid , joins Emmet Connolly , our VP of Product Design, to take superintelligence head-on – the knowns and the unknowns, from the ethics to the threats and the challenges of regulation. Watch on YouTube: https://www.youtube.com/watch?v=KYBQzO2u1Xs Read a transcript: https://www.intercom.com/blog/videos/the-emergence-of-superintellige...

In this episode we chat with AI guru Andrew Louder about selecting and implementing the right AI tools for your business. Watch on YouTube: https://youtu.be/YSf2O0EEZBg Transcript: https://www.intercom.com/blog/videos/unlocking-productivity-with-ai-andrew-louder See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info .

We're joined by Behnam Tabrizi - author of 'Going on Offense: A Leader’s Playbook for Perpetual Innovation'. Behnam shares insights on how to create a culture of perpetual innovation that will allow organizations to adapt to new environments and seize new markets. Watch on YouTube: https://www.youtube.com/watch?v=k2lQn6DEU5s Transcript: https://www.intercom.com/blog/videos/behnam-tabrizi-on-innova...

We chat with Chip Bell - author of 'Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions' - to chat about how building co-creation partnerships with customers can tap into a well of creativity that will drive your business forward. Watch on YouTube: https://www.youtube.com/watch?v=QV1VJauEyNE Read a transcript: https://www.intercom.com/blog/vide...

In this episode, we chat with Lynn Hunsaker - author of Innovating Superior Customer Experience - about how customer centricity can be a motor of innovation – and how understanding the customer’s needs, wants, and preferences will pave the way for businesses to flourish. Watch this episode on YouTube: https://www.youtube.com/watch?v=QqZKIBUW8Lk Transcript: https://www.intercom.com/blog/videos/cx-s...

Rohini Pandhi has been a product manager at early-stage startups all the way up to publicly traded companies. Now a Product Lead at Square, Rohini sat down with Intercom Senior Director of Product Management Michelle Fitzpatrick in this archive episode from 2018 to share her tips for staying close to customers, parsing feedback and prioritization at scale. See Privacy Policy at https://art19.com/p...

In today’s episode, we’re joined by our own Senior Product Researchers, Cormac O’Dwyer and Sophie Woods, to find out if and how AI is changing people’s feelings toward chatbots. Transcript: https://www.intercom.com/blog/podcasts/what-happens-when-customers-meet-chatbots-discussing-our-latest-research-on-ai-in-customer-service/ See Privacy Policy at https://art19.com/privacy and Cali...

We caught up with Kavita Ganesan, author of The Business Case for AI, to talk about strategies for business leaders to seize the transformative potential of AI. Transcript: https://www.intercom.com/blog/podcasts/ai-educator-kavita-ganesan-on-uncovering-ai-opportunities-in-your-business/ You can find more info on Kavita here: https://kavita-ganesan.com/ See Privacy Policy at https://art19.com/priva...

Can a customer support chatbot tell a joke? Former head writer for The Tonight Show and software engineer, Joe Toplyn, joins us to answer that question via his AI joke generator - Witscript. Transcript: https://www.intercom.com/blog/videos/two-ai-chatbots-walk-into-a-bar-tv-writer-joe-toplyn-on-teaching-chatbots-to-crack-jokes/ Watch the video: https://www.youtube.com/watch?v=fST9pkq-Og4 See Priva...

When we created our state-of-the-art AI chatbot we knew we wanted to give it a proper name - it felt too much like part of the team not to. On today's episode VP of Product Design, Emmet Connolly, and our VP of Corporate Marketing, Alyssa Smrekar tell the story of how you go about naming a chatbot. Transcript: https://www.intercom.com/blog/podcasts/becoming-fin-the-story-behind-the-name-of-our-ai-...

In our latest report n - The State of AI in Customer Service 2023 , we dive into the top five trends transforming customer service. From preparing a seamless implementation of AI that can drive the customer experience to guiding your team through the transition — this may be a time of concerns and challenges, but it's also one ripe with opportunities. The sooner you get in, the greater chance to w...

In this episode, we chat with Jennifer FitzPatrick - the author of Reimagining Customer Service in Healthcare to talk about simple strategies that can transform customers "from hateful to grateful". Watch this episode: https://www.youtube.com/watch?v=_wiPKiD7q9w Transcript: https://www.intercom.com/blog/videos/healthcare-customer-service-jennifer-fitzpatrick/ See Privacy Policy at https://art19.co...