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 n...
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Inside Pioneer 2025: Exploring what's next for customer experience
Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service le...
Smooth scaling: How Intercom manages 500+ product launches a year
In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth...
Lessons from Vanta: Scaling support through trust, education, and AI innovation
In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stap...
Fin Conversations Ep3: The blueprint for scaling AI in customer service
In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint:...
Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service
Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-mo...
Fin Conversations Ep2: Inside The AI Agent Blueprint
We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help custom...
Reinventing QA and Training for the AI Era
As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, S...
Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates
How do you keep your AI agent accurate when the product changes every week? Bobby Stapleton, Senior Director, Human Support, Intercom, chats with Ruth...
How a “Bot Wrangler” uses AI to scale support without compromise
Intercom power user and automation expert Sam Miller, Customer Support Operations Manager at Dental Intelligence, joins Ruth O’Brien, Senior Director,...
Measuring every conversation: How CX Score is changing the game
CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Elli...
From siloed to seamless: What it really takes to unify the customer journey
When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher,...
The Future of Customer Experience Starts with Smarter Listening
Customer experience is only as strong as the feedback that shapes it but fewer customers are speaking up. In this episode, Isabelle Zdatny, Head of Th...
The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. In this episode, Maxime Manseau, VP of Support...
Built For You Spring '25: Fin Can Now See, Speak, and Take Action
Our vision for Fin, Intercom's AI agent, is to answer any question, on any channel, across any platform. With our latest Built For You announcements,...
An AI-first approach: How RB2B created a lean, scalable support system
As RB2B scaled, its support team needed a way to handle growing demand without adding headcount. Head of Technical Operations Robb Clarke turned to AI...
Navigating a new era of AI-first customer service
In this episode of The Ticket, Ruth O'Brien, Senior Director of Automated and Proactive Support at Intercom, joins Bobby Stapleton, Senior Director of...
Why Anthropic chose Fin to transform their customer support
Anthropic has successfully implemented AI-first strategies to manage customer support more efficiently, allowing human reps to refocus their efforts o...
AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support
We spoke with Constantina Samara, Head of Customer Support at Synthesia, about how AI is reshaping customer service. She tells Declan Ivory, Intercom’...
Scaling Customer Support with AI: Nuuly’s Winning Formula
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercom’s Senior...
A Day in the Life of a Support Operations Analyst
In this episode of The Ticket, Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance bet...
The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce
This week we're sharing a conversation with Angelo Livanos, who leads support at Lightspeed Commerce, who joined us at Pioneer, our AI customer servic...
The Four Pillars of CX: A deep dive into what makes for great customer experiences
In this episode of The Ticket, CXChronicles founder Adrian Brady-Cesana joins us to talk about the four pillars of customer experience: team, tools, p...
Building the perfect fit: AI integration lessons from ScreenCloud
In this episode of The Ticket, Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of selecting and im...
Putting people first: Nick Clark on how to design AI support for the customer
In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He...
Lessons from Amazon: How to practice "Big Bet Leadership"
John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, Our Senior...
Off Script: Imagining the next era of customer service
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...
Pioneer: Highlights from Intercom's first ever AI customer service summit
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 re...
Fin 2: The Next Generation of AI-First Customer Service
Meet the world's most advanced AI agent for customer service: Fin 2.
This latest generation of Fin AI Agent combines our highest r...
How strong company culture leads to high customer satisfaction
Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligni...
The Nordstrom Way: Embracing change in customer service
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 lu...
A day in the life of a conversation designer
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 e...
Built For You: Fin AI Agent is now available over email
This week Intercom’s Senior Director of Product Marketing Kyle Rocco and Senior Product Marketing Manager OIivIa Singarella share some exciting news a...
Leadership's Role in Creating a Customer-Centric Culture
In this episode of The Ticket podcast, Ruth O'Brien, Senior Director, Automated and Proactive Support at Intercom sits down for a conversation with Bl...
A day in the life of a support knowledge manager
In this episode of The Ticket podcast, Fred Walton, Conversation Designer at Intercom sits down to chat with Beth-Ann Sher, Senior Knowledge Manager a...
Defining and evaluating a remarkable customer experience
In this episode of The Ticket podcast, we explore the research conducted by Intercom on providing a remarkable customer experience with Senior Product...
Off Script: Better, faster, cheaper
Intercom president Archana Agrawal discusses how AI is transforming customer service by challenging the traditional trade-offs between quality, speed,...
Dovetail's Serena Chan on why customer research is a crucial part of your support strategy
Providing great customer experiences requires deep knowledge about your customers. In this episode of The Ticket, Serena Chan, Research Advocate of Cu...
Strategies for getting executive buy-in to adopt AI-first CS
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory discuss the different strategies for getting buy-i...
How to lead your customer service team into the AI future
Intercom's Senior Director of Human Support Bobby Stapleton and VP of Customer Support Declan Ivory explore strategies for getting AI buy-in from CS t...
Maximizing Team Efficiency with AI: Insights from Intercom's Customer Service leaders
In this episode of The Ticket, we explore how AI can maximize team efficiency in customer support with Ruth O'Brien, Senior Director of Automated & Pr...