Latest posts by Liam Geraghty
Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute unpacks the decline in customer feedback – and what it means for businesses aiming to deliver world-class experiences.
Customer Service 39 min watch
Too often in support, more time is spent diagnosing an issue than resolving it – and that’s a problem. Birdie’s Maxime Manseau explores the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
Customer Service 45 min watch
RB2B’s Robb Clarke details how implementing Fin AI Agent created a scalable support system that now resolves 65% of inquiries automatically – saving the team 132+ hours monthly.
Product & Design 26 min watch
How do you redesign information architecture without disrupting users? Senior Product Designer Pranava Tandra breaks down the process, from balancing simplicity with depth to making AI features more discoverable.
Customer Service 30 min watch
Intercom support leaders break down key insights from Intercom’s 2025 Customer Service Transformation Report, exploring how AI is reshaping support teams, driving efficiency, and elevating customer experiences.
Customer Service 38 min listen
Emily Lampert, Head of Product Support at Anthropic, discusses why Anthropic chose to partner with Intercom and how they balance automation with human expertise.
AI & Automation 48 min watch
Renowned tech analyst Benedict Evans joins us to unpack the latest AI shifts, from DeepSeek’s rapid rise to the ongoing debate between deterministic and probabilistic AI.
Customer Service 27 min watch
Constantina Samara, Head of Customer Support at Synthesia on how her background in psychology informs her approach to AI-driven customer service and how Synthesia is leveraging AI to enhance both support efficiency and the customer experience.
Customer Service 27 min watch
Natalie Hurst, Director of Customer Success at Nuuly, talks about the immense impact AI had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service.
Customer Service 28 min watch
Customer Support Operations Analyst at Intercom, Kevin Furlong discusses his critical role, focusing on the balance between proactive and reactive work and the ongoing need for optimization in customer support tools.