Discover the future of customer service, support, and experience
Join Intercom's Support team leaders in conversation with customer service experts, renowned CX thinkers, and influential authors who are shaping the future of customer support.
Latest episodes
The Future of Customer Experience Starts with Smarter Listening
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.
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. Birdie’s Maxime Manseau explores the hidden costs of misdiagnosis in customer support: longer resolution times, frustrated customers, and burned-out agents.
An AI-first approach: How RB2B created a lean, scalable support system
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.
Navigating a new era of AI-first customer service
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.
Why Anthropic chose Fin to transform their customer support
Emily Lampert, Head of Product Support at Anthropic, discusses why Anthropic chose to partner with Intercom and how they balance automation with human expertise.
Most Popular episodes
The Ticket: How to lead your customer service team into the AI future
In this episode of The Ticket podcast, we explore the best strategies to ensure your customer service representatives are fully bought-in as you transition to AI-first customer service.
The Ticket: Unlocking customer service’s strategic potential with AI
As AI takes over more manual tasks, customer service teams have the opportunity to play a more strategic role and contribute to achieving broader business goals.
The Ticket: Shep Hyken on getting ahead of the competition with exceptional CX
Customers expect exceptional experiences from every business they interact with. If your service is “satisfactory,” you’ll get left behind. Shep Hyken shares findings from his latest report on how to deliver outstanding customer experiences.
The Ticket: Evolving your support org to thrive in the AI era
AI is radically changing how customer service teams operate. Learn how to evolve your team structure to capitalize on new opportunities.
Make every call count: The evolution of phone support
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 our latest feature, Intercom Phone.