The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
432 episodes - English - Latest episode: 1 day ago - ★★★★★ - 74 ratingsOn 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.
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Episodes
The Ticket: Moment of truth – Fin AI Copilot in practice
April 18, 2024 17:06 - 22 minutes - 20.5 MBIn 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. 😁...
How Fin AI Copilot changes the game for support teams
April 11, 2024 16:00 - 12 minutes - 11.6 MBIntercom'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...
Introducing Off Script: Des Traynor on the AI revolution
April 04, 2024 15:18 - 26 minutes - 24.6 MBThis 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 s...
Stacy Sherman on how to design customer experiences that drive loyalty
March 28, 2024 15:31 - 22 minutes - 21 MBThis 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 📝 B...
Fueling the AI machine with the knowledge it needs
March 21, 2024 12:53 - 22 minutes - 20.3 MBThis 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 h...
How AI is transforming customer service tech stacks
March 07, 2024 14:25 - 28 minutes - 26.4 MBOver 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 and Declan Ivory, our VP of Customer Support, unpack this evolution. 🎥 Watch this episod...
Amplitude’s Jenna Elliott on navigating the future of customer success
February 29, 2024 15:28 - 25 minutes - 23.4 MBIntercom 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 😁 Follow the people: https://www.linkedin.com/in/jennaselliott/ https://www.linkedin.c...
Understanding the changing economics of customer service in the age of AI
February 22, 2024 16:22 - 31 minutes - 29.3 MBWith 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://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/decivory/ Follow ou...
Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers
February 15, 2024 12:42 - 26 minutes - 24.6 MBDeclan 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 had great advice for aspiring customer service leaders. 🎥 Watch this episode on YouTube...
Exploring Intercom's Customer Service Trends Report for 2024
February 01, 2024 15:55 - 30 minutes - 28.1 MBBobby 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 CS 10:08 AI is Coming for Your Jobs but Not in The Way You Think 16:05 Tech Stack:...
Rewind: Jeff Vincent on solving customer problems
January 25, 2024 18:24 - 29 minutes - 27.2 MBJeff 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 roadmaps to the importance of being your authentic self in the workplace. Read a trans...
Intercom on Product: Riding the AI wave in 2024
January 18, 2024 17:24 - 55 minutes - 51.1 MBIntercom 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-2024 Subscribe to our sister podcast, Intercom on Product wherever you're listening t...
CX leader Camille E. Acey on the evolving dynamics in customer service
January 11, 2024 17:14 - 25 minutes - 23.8 MBCX 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/blog/videos/cx-camille-acey-on-customer-care Say hi on: Twitter: https://twitter.com/i...
Synthesia CEO Victor Riparbelli on how generative AI is transforming video
January 04, 2024 19:08 - 35 minutes - 32.6 MBSynthesia 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.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-i...
Inside Intercom 2023 in Review
December 14, 2023 14:59 - 58 minutes - 53.5 MB2023 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.
Rewind: CX author Dan Gingiss on turning customers into your own salesforce
December 07, 2023 15:43 - 29 minutes - 27.2 MBWorried 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.
Make every call count: The evolution of phone support
November 30, 2023 14:28 - 27 minutes - 25 MBTake 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.
Angel investor Christoph Janz on finding the right opportunities in AI
November 23, 2023 17:40 - 31 minutes - 29.2 MBWhere 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 those golden opportunities lie. Watch on YouTube: https://youtu.be/9gAbPEUrz4Y?si=xo...
Turning the tide: CS expert Jo Causon on reviving customer satisfaction rates
November 16, 2023 16:31 - 20 minutes - 19.1 MBLearn 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=wKvBG4YP0Nw https://www.instituteofcustomerservice.com/ See Privacy Policy at https://art1...
How AI is creating support roles, not taking them
November 09, 2023 16:25 - 30 minutes - 27.8 MBAI 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 Deliverect Lauren Francis, Customer Support Process Improvement Manager at Intercom ...
The story behind the chirp: Intercom’s notification sound
November 02, 2023 13:21 - 14 minutes - 13.5 MBSound 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 listen to the episode with just interviews you can listen to an alternative version her...
Rewind: Intercom on Product – The intersection of company and product strategy
October 26, 2023 12:17 - 29 minutes - 27.1 MBIn 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 Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
Training the next generation of support leaders with Peak Support’s Hannah Steiman
October 19, 2023 14:47 - 16 minutes - 15.3 MBOn 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 materials that Hannah mentions in the episode here: https://blog.peaksupport.io/lead...
Rewind: IBM’s Arin Bhowmick on designing ethical AI
October 12, 2023 11:36 - 41 minutes - 38.3 MBIn 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 Notice at https://art19.com/privacy#do-not-sell-my-info.
Rewind: Nick Mehta on delivering value at scale
October 05, 2023 13:24 - 33 minutes - 30.8 MBCustomer 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/customer-success-nick-mehta-gainsight/ This episode was originally published on 10/12/20 Se...
HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy
September 28, 2023 14:35 - 45 minutes - 41.7 MBIntercom'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-oreilly-ai-customer-support-strategy We'd love to hear your thoughts on the podcast...
Leonard Berry and the eternal pursuit of service excellence
September 21, 2023 14:53 - 22 minutes - 20.3 MBToday 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=6sjF8PNTyPQ Read a transcript: https://www.intercom.com/blog/videos/leonard-berry-cust...
Intercom on Product: Product strategy in the age of AI
September 14, 2023 16:56 - 39 minutes - 35.9 MBIn 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#do-not-sell-my-info.
Shopify UX Director Elizabeth McGuane on why design should start with words
September 07, 2023 20:54 - 41 minutes - 38.2 MBIn 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.
The emergence of superintelligent AI
August 31, 2023 16:47 - 50 minutes - 45.8 MBIn 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-superintelligent-ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice a...
Learn how AI can unlock productivity, according to AI founder Andrew Louder
August 24, 2023 14:03 - 23 minutes - 21.1 MBIn 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.
Discover the secret sauce of innovative companies, according to Stanford professor Behnam Tabrizi
August 17, 2023 15:56 - 22 minutes - 20.6 MBWe'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-innovative-companies See Privacy Policy at https://art19.com/privacy and California Privac...
The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership
August 10, 2023 17:14 - 22 minutes - 20.8 MBWe 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/videos/customer-service-expert-chip-bell/ See Privacy Policy at https://art19.com/privac...
CX strategist Lynn Hunsaker on putting the customer at the heart of innovation
August 02, 2023 16:28 - 22 minutes - 20.3 MBIn 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-strategist-lynn-hunsaker-on-putting-the-customer-at-the-heart-of-innovation/ See Priv...
Rewind: Square's Rohini Pandhi on spotting and solving customer problems
July 27, 2023 16:37 - 30 minutes - 28 MBRohini 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/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info....
What happens when customers meet chatbots? Discussing our latest research on AI in customer service
July 20, 2023 10:19 - 16 minutes - 14.8 MBIn 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 California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
AI educator Kavita Ganesan on uncovering AI opportunities in your business
July 13, 2023 15:41 - 17 minutes - 16.4 MBWe 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/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info. ...
Two AI chatbots walk into a bar: TV writer Joe Toplyn on teaching chatbots to crack jokes
July 06, 2023 15:54 - 20 minutes - 19 MBCan 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 Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art1...
Becoming Fin: The story behind the name of our AI chatbot
June 29, 2023 14:43 - 12 minutes - 11.7 MBWhen 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-chatbot/ Meet Fin: https://www.intercom.com/fin See Privacy Policy at https://art19....
Adapting to the AI revolution in CS: Discussing our 2023 AI report
June 22, 2023 15:42 - 37 minutes - 34.5 MBIn 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 win a competitive edge. And that’s why today, we’ve invited three people to join us on th...
Transforming customer service in healthcare, with health educator Jennifer FitzPatrick
June 15, 2023 14:08 - 23 minutes - 21.3 MBIn 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.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-...
From science fiction to reality: Exploring the potential of LLMs
June 08, 2023 15:19 - 59 minutes - 54.2 MBIn this episode, our Senior Director of Machine Learning Fergal Reid joins Emmet Connolly, our VP of Product Design, to delve into the impact and revolutionary potential of AI – it’s a fascinating conversation that touches on a lot of the broader, existential issues raised by this incredible new tech. Watch this episode on YouTube: https://www.youtube.com/watch?v=G8W6YqDsjhg Read a transcript on our blog: https://www.intercom.com/blog/videos/exploring-the-impact-of-ai/ See Privac...
Preparing your CS team for the age of AI: Hear the latest thoughts from leaders in the space
June 01, 2023 17:42 - 28 minutes - 26 MBAdvances in AI and automation are reshaping customer service—and keeping up is critical to any support team’s success. Join Intercom’s VP of Customer Support Declan Ivory, along with Rati Zvirawa, Senior Group Product Manager for Fin, along with our special customer guest speaker Geronimo Chala, Chief Client Officer at Rebag, to learn how to: Prepare your support teams to work seamlessly with AI and automation Set customer expectations for interacting with AI Optimize your knowl...
Intercom on Product: The AI revolution and the future of customer service
May 25, 2023 15:48 - 27 minutes - 24.9 MBDes Traynor, Co-founder and Chief Strategy Officer at Intercom sat down with Paul Adams, our Chief Product Officer, to talk about the transformative impact of AI, evolving landscape of customer service, and how humans and AI will work together in the future. Watch this episode on YouTube: https://www.youtube.com/watch?v=i0iTFjenUbQ Transcript: https://www.intercom.com/blog/videos/intercom-on-product-ep20/ See Privacy Policy at https://art19.com/privacy and California Privacy Noti...
Building AI that works: How to navigate the AI frontier as a product leader
May 17, 2023 15:02 - 43 minutes - 39.6 MBTime for a deep dive on the journey to Fin! Des Traynor, Co-Founder and Chief Strategy Officer at Intercom, talks with Rati Zvirawa, Senior Group Product Manager, and Brian Donohue, VP of Product, about the whole process - from building Fin and launching the beta to what it takes to build product in the era of AI. Transcript: https://www.intercom.com/blog/videos/building-fin-ai-chatbot-for-customer-service/ You can watch this episode on YouTube: https://www.youtube.com/watch?v=XwL...
Unleashing productivity: Learn how AI boosts customer service team productivity by 14%, according to Stanford and MIT researchers
May 11, 2023 14:02 - 9 minutes - 8.94 MBIn today’s episode, we had the opportunity to chat with MIT Ph.D. candidate Lindsey Raymond, one of the Stanford University and MIT researchers behind a groundbreaking new study which found that AI boosts customer service team productivity by 14%. Episode transcript: https://www.intercom.com/blog/podcasts/unleashing-productivity-learn-how-ai-boosts-customer-service-team-productivity-by-14-according-to-stanford-and-mit-researchers/ See Privacy Policy at https://art19.com/privacy an...
How to take your Customer Service from unforgivable to unforgettable, with Micah Solomon
May 04, 2023 12:35 - 26 minutes - 24.2 MBOn this weeks podcast we're joined by CX consultant Micah Solomon and author of 'Ignore Your Customers (and They'll Go Away): The Simple Playbook for Delivering the Ultimate Customer Service Experience'. Micah reveals what it takes to elevate a bland customer interaction into an unforgettable experience that drives lifelong loyalty. Watch this episode on YouTube: https://www.youtube.com/watch?v=W3qNPF2NkFs Transcript: https://www.intercom.com/blog/videos/take-your-customers-experi...
How customer-obsessed companies are coming out on top: Insights from CX executive Marbue Brown
April 27, 2023 15:39 - 26 minutes - 23.9 MBCX executive and author of Blueprint for Customer Obsession Marbue Brown joins us to talk about what distinguishes companies that are truly customer-obsessed from their customer-focused or customer-centric colleagues and how that obsession has driven the success of brands such as Amazon, Costco, Ritz, and more. Watch today's episode: https://www.youtube.com/watch?v=-SDIE9lOjU4 Transcript: https://www.intercom.com/blog/videos/how-customer-obsessed-companies-are-coming-out-on-top-in...
How to prove the value of your customer experience programs – actionable advice from CX expert Jim Tincher
April 20, 2023 08:42 - 25 minutes - 23.7 MBIn today’s episode, we’ve caught up with CX expert & author Jim Tincher to talk about how B2B and B2B2C businesses can measure the impact and show the value of their customer experience programs. Jim is the author of Do B2B Better: Drive Growth Through Game-Changing Customer Experience. Watch this episode on YouTube: https://www.youtube.com/watch?v=1DcSLGlPCxs Read a transcript on our blog: https://www.intercom.com/blog/videos/how-to-prove-the-value-of-your-customer-experience-pr...
Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior
April 13, 2023 14:01 - 26 minutes - 24.1 MBIn today’s episode, we're joined by Melina Palmer - author of What Your Customer Wants and Can’t Tell You: Unlocking Consumer Decisions with the Science of Behavioral Economics, to talk about the secrets of consumer decisions and how to use behavioral economics to communicate more effectively and boost your bottom line. Watch this episode on YouTube here: https://www.youtube.com/watch?v=A97KQBPBvkg Read a transcript of this episode here: https://www.intercom.com/blog/videos/behavi...