Robert Richmond, author of The Culture Blueprint, joins Bobby Stapleton, Intercom's Senior Director of Human Support, to discuss how company culture drives customer satisfaction. They delve into the balance of using AI while keeping a human touch in service. The conversation highlights companies like Zappos as role models for navigating change and empowering employees. They also stress the importance of listening to customers to build a stronger, service-oriented environment that fosters loyalty and enhances operational performance.