AI & Automation 26 min watch
Our VP of AI Fergal Reid talks about the recent history of machine learning, why the direction it’s headed in is so relevant to customer service, and how AI customer service systems will need to be built.
Customer Service 15 min watch
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.
Customer Service 36 min watch
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.
Product & Design 27 min watch
Are B2B and B2C product management worlds really that different? Bethany joined us as a PM at Intercom after years in B2C, and shares her perspective on the main differences and similarities she’s encountered so far.
Customer Service 30 min watch
AI is radically changing how customer service teams operate. Learn how to evolve your team structure to capitalize on new opportunities.
Customer Service 16 min watch
Launching an AI-first customer service system might feel overwhelming if you don’t know where to start. Here are some tried and tested tips for your first three months.
AI & Automation 24 min watch
Our Chief Product Officer Paul Adams talks about how AI has raised the bar for great customer service and what support teams can do to adapt to this new reality.
Customer Service 21 min watch
Discover how AI is transforming the day-to-day work of support agents and creating entirely new roles and career paths for them to explore.
Customer Service 25 min watch
Across CS and CX, there’s a lot of discussion happening about what role humans will play in the human-AI partnership. Mercer Smith joins us to discuss it all.