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 ā 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 ā and thatās 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, Intercomā...
Scaling Customer Support with AI: Nuulyās Winning Formula
We spoke with Natalie Hurst, Director of Customer Success at Nuuly, about her experience adopting AI in customer service. She tells Intercomās Senior ...