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
AI, psychology, and the future of customer support: Insights from Synthesia’s Head of Support
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.
Scaling Customer Support with AI: Nuuly’s Winning Formula
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.
A Day in the Life of a Support Operations Analyst
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.
The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce
In this episode Angelo Livanos, who leads support at Lightspeed Commerce, shares insights into leaning into the AI revolution and helping shape the future of CS.
The Ticket: 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, process, and feedback.
The Ticket: 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 implementing AI agents.
The Ticket: 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.
The Ticket: How to practice Amazon’s “Big Bet Leadership”
John Rossman joins us to discuss the concept of “Big Bet Leadership”, emphasizing the importance of making bold, high-stakes decisions in business.
Off Script: Imagining the future of customer service in an AI-first world
In the season finale of “Off Script”, our CEO and Co-founder Eoghan McCabe offers some predictions for how AI is going to transform customer service.
The Ticket: Listen to highlights from Pioneer 2024
Hear all the highlights from Pioneer, our first ever AI customer service summit, where we brought together industry leaders and experts to explore how AI is revolutionizing customer service.