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

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The Ticket: Discover the Future of Customer Service, Support, and Experience, with 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 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🏠 www.intercom.com

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


Evolving your support org to thrive in the AI era

Evolving your support org to thrive in the AI era

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


😁 Follow the people:

https://www.linkedin.com/in/ruth...

Episode 435 24 May 2024 31m and 7s


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

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

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


😁 Follow the people:

https://www.linkedin.com/i...

Episode 434 16 May 2024 16m and 57s


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

Off Script: Into the future 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...

Episode 433 9 May 2024 23m and 25s


Exploring customer service career paths in the age of AI

Exploring customer service career paths in the age of AI

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


😁 Follow the people:

https://www.linkedin.com/in/ruthieob/

https://www.linkedin.com/in/bobbystapleton/


Newsletters:<...

Episode 432 2 May 2024 25m and 28s


Unpacking the impact of AI on CX with PartnerHero's Mercer Smith

Unpacking the impact of AI on CX with PartnerHero's Mercer Smith

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 people:

https://www.linkedin.com/in/smithmercer/

https://www.linkedin.com/in/bobbystapleton/


Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/gb/pod...

Episode 430 25 April 2024 27m and 12s


Moment of truth – Fin AI Copilot in practice

Moment of truth – Fin AI Copilot in practice

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 enhancing efficiency, simplifying information retrieval, and transforming customer interactions.


😁 Follow the people:

https://www.linkedin.com/in/decivory/

https://www.linkedin.com/in/bobbystapleton/


<...

Episode 431 18 April 2024 22m and 21s


How Fin AI Copilot changes the game for support teams

How Fin AI Copilot changes the game for support teams

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.com/in/ruthieob/

https://www.linkedin.com/in/olivia-witte-singarella-66458b33/


Follow our podcast:

🍏 Apple Podca...

Episode 429 11 April 2024 12m and 38s


Introducing Off Script: Des Traynor on the AI revolution

Introducing Off Script: Des Traynor on the AI revolution

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 certainly be going through.


You can watch this episode on YouTube and don't forget to subscribe to our channel to be the first to see new episodes: https://youtu...

Episode 428 4 April 2024 26m and 52s


Stacy Sherman on how to design customer experiences that drive loyalty

Stacy Sherman on how to design customer experiences that drive loyalty

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 excellence.


Watch this episode on YouTube: https://www.youtube.com/watch?v=bgdilycaU68


📝 Blog: https://www.intercom.com/blog/videos/the-ticket-cx-expert-stacy-sherman


😁...

Episode 427 28 March 2024 22m and 56s


Fueling the AI machine with the knowledge it needs

Fueling the AI machine with the knowledge it needs

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/

https://www.linkedin.com/in/bobbystapleton/


Follow our podcast:

🍏 Apple Podcasts https://podcasts.apple.com/gb/podca...

Episode 426 21 March 2024 22m and 8s

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