The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom From siloed to seamless: What it really takes to unify the customer journey
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May 1, 2025 Join John Durocher, Chief Customer Officer at Calix, as he reveals the art of unifying the customer journey. He shares insights on breaking down silos and embedding customer success across teams. John explains how AI is revolutionizing frontline support, making interactions simpler and more trustworthy. He emphasizes the value of humor and engaging customer advisory boards, while also discussing the balance between feedback and experimentation. Ultimately, he champions a shift from mere product adoption to a holistic customer experience.
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Trust, Simplicity, Details Matter
- Trust is the foundation of customer relationships and buying decisions.
- Simplicity and attention to small details create magical experiences and build confidence.
Leverage AI for Frontline Support
- Use AI to transform data into actionable insights for frontline employees.
- Automate routine tasks like call note summaries to improve efficiency and accuracy.
Use AI to Close Experience Gaps
- Identify friction points in customer journeys to target AI interventions effectively.
- Use AI to eliminate costly handoffs and create seamless integrated customer experiences.