The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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. Adrian tells Intercom Snr. Director of Human Support Bobby Stapleton about the evolving state of customer experience teams, the impact of technology and software, and the necessity of living playbooks.Watch this episode on YouTube: https://www.youtube.com/watch?v=CcEkxwag2h8😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/adrianbradycesana/Newsletters:Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletterSign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.https://inter.com/productpodcastFollow The Ticket podcast:🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF💻 RSS Feed https://art19.com/shows/inside-intercomSay hi on 👋X: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilotwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Harry Spence, Director of Customer Support at ScreenCloud, shares his expertise in digital transformation and operational excellence. He discusses how to effectively integrate AI agents into customer support strategies to meet rising customer expectations. The conversation touches on proactive support approaches, the transition from live chat to asynchronous messaging, and the critical importance of security measures. Moreover, Harry emphasizes collaborative AI testing and training across teams for maximizing customer support efficiency and enhancing user experience.

Nick Clark, a Partner at Boston Consulting Group and AI customer service strategist, discusses the revolutionary role of generative AI in transforming customer service. He highlights the emerging collaboration between human agents and AI, stressing the importance of knowledge management and new career paths. The conversation also covers simplifying customer interactions, the necessity of T-shaped skills, and the shift from viewing customer service as a cost center to a value-driven experience. Clark emphasizes prioritizing people and processes over merely adopting AI.

John Rossman, an early Amazon executive instrumental in launching the Amazon marketplace, discusses the bold concept of 'Big Bet Leadership' with Bobby Stapleton. They unpack how high-stakes decisions can reshape businesses and emphasize the value of understanding customer needs to develop innovative solutions. Rossman highlights the transformative potential of AI in enhancing customer experiences while navigating risks. They also address the critical role of customer service leaders in digital transformation, stressing clear communication and strategic thinking.

Eoghan McCabe, CEO of Intercom, dives into the revolutionary impact of AI on customer service. He explains how AI technology is evolving from basic bots to sophisticated, personalized support systems. The conversation illuminates the remarkable potential for AI to enhance customer experiences by integrating with human capabilities. McCabe predicts a future where bots may even surpass human expertise, detailing the race to innovate within the customer service landscape.

Benedict Evans, a renowned industry analyst, joins the discussion on how AI is reshaping customer service. He highlights the incredible launch of Fin2, an advanced AI customer service agent with impressive resolution rates. The conversation draws parallels between AI's evolution and historical milestones like electricity. Insights from industry leaders emphasize adapting to AI-first strategies while navigating the opportunities and uncertainties it brings. Real-world examples showcase the transformative impact of AI on support teams and customer satisfaction.

Discover the groundbreaking Fin 2, an advanced AI agent set to revolutionize customer service with remarkable resolution rates. The discussion dives into the evolution of AI in customer support, showcasing the transition from basic bots to sophisticated machine learning systems. Learn how Fin 2 achieves human-like interactions while maintaining exceptional reliability. The insights shared unveil the transformative potential of such technology in enhancing customer experiences.

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.

Robert Spector, author of The Century-Old Startup and expert on Nordstrom's renowned customer service, shares insights with Declan Ivory, VP of Customer Support at Intercom. They discuss Nordstrom's startup mentality and how adaptability fuels its innovation. The conversation highlights the significance of omni-channel experiences and the integration of AI for personalized interactions. Spector also delves into the company's commitment to social responsibility, emphasizing how values can deepen customer loyalty and engagement in today's digital age.

Fred Walton, a conversation designer at Intercom, dives into the world of crafting engaging dialogue flows for chatbots. He shares essential strategies for designing natural AI conversations while balancing automation with human interaction. Fred emphasizes the importance of user feedback and a consistent brand voice in enhancing customer support. He discusses the future of AI in conversation design, explaining how it can create personalized experiences by analyzing data and maintaining contextual awareness. Tune in for insights into this fascinating field!