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

Exploring the importance of knowledge management for AI success and customer experience, focusing on strategies for maintaining a dynamic knowledge base. Discusses updating help center content for effective AI chatbot training and balancing content relevance. Highlights collaboration for content maintenance and using AI to streamline personalized customer experiences.

Over the last decade, support tech stacks have become fragmented and clunky, slowing support teams down and holding them back from providing fast, personal customer experiences. Now, with recent tech advancements, support teams that adopt a complete AI-first platform can provide world-class customer experiences at phenomenal scale. In this episode, our Director of Human Support, Bobby Stapleton and Declan Ivory, our VP of Customer Support, unpack this evolution.🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=n7WTkppt6pU📝 Blog: https://www.intercom.com/blog/videos/customer-service-tech-stack-platform-ai😁 Follow the people:https://www.linkedin.com/in/bobbystapleton/https://www.linkedin.com/in/decivory/Follow our 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-intercomSign 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/newsletterSay hi on 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin🏠 www.intercom.com#customersupport #customerservice #intercomSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Intercom VP of Customer Support Declan Ivory chats with Jenna Elliott, VP of Global Customer Success at digital analytics platform Amplitude, about the intricacies of driving customer success in today’s world and what the roadmap for businesses aiming to thrive in this era looks like.📝 Blog: https://www.intercom.com/blog/videos/amplitude-jenna-elliott-navigating-the-future-of-customer-success😁 Follow the people:https://www.linkedin.com/in/jennaselliott/https://www.linkedin.com/in/decivory/Follow our 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-intercomSign 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/newsletterSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Exploring the economic impact of AI in customer support, balancing cost and value, evolving support roles with AI, and discussing the integration of AI in customer service for enhanced customer experiences.

Simon T. Bailey, author of 'Be the Spark', discusses the significance of being the spark in customer service, creating operational excellence, investing in emotional moments for customers, and providing advice for aspiring leaders. The importance of personalized moments, moving beyond transactional service, resilience, and self-appreciation is emphasized.

The podcast discusses Intercom's Customer Service Trends Report for 2024, focusing on customer expectations, AI adoption in customer service, ditching old tools in favor of new tech stack, evolving metrics in an AI-driven world, and the implementation of AI in support teams and its effect on metrics.

Jeff Vincent, Group Product Manager at Hubspot, discusses how to incorporate customer feedback into product roadmaps, the importance of being authentic in the workplace, utilizing video content and analytics for business growth, transitioning from customer support to a product role, and empowering customers to solve their own problems through videos.

Intercom Co-founder Des Traynor sat down with Paul Adams, our Chief Product Officer, and Emmet Connolly, our VP of Design for a conversation on the good, the bad and the ugly of 2023 and our expectations and predictions for the year ahead.Watch the video: https://www.youtube.com/watch?v=bLix8mAp5k8Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024Subscribe to our sister podcast, Intercom on Product wherever you're listening to this episode.Say hi on 👋Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/finwww.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

CX expert Camille E. Acey joins us to explore the ever-changing landscape of the industry: from embracing AI and automation to managing teams in a time with layoffs, we’re delving into the nitty gritty of balancing the needs of different customers with the constraints of limited resources.Watch on YouTube: https://www.youtube.com/watch?v=OpXJANfwwIARead a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-careSay hi on:Twitter: https://twitter.com/intercomLinkedIn: https://www.linkedin.com/company/intercom/www.intercom.comSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Victor Riparbelli, CEO of Synthesia, discusses how their generative AI platform revolutionizes video content creation. They explore the progress and potential use cases of generative AI in creating video content that is virtually indistinguishable from real video. They highlight the benefits of democratizing video creation and the future of interactive and multimodal content.