CX expert Annette Franz on putting the 'customer' in 'customer experience'

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

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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

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With AI handling a greater proportion of customer issues, the balance between cost and value is undergoing a huge and rapid shift. In this episode Declan Ivory, our VP of Customer Support, and Bobby Stapleton, our Director of Human Support, unpack a lot of the implications of this new reality.

📝 Blog: https://www.intercom.com/blog/videos/economics-of-customer-service

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Declan Ivory, VP, Customer Support at Intercom sits down to chat with Simon T. Bailey, author of 'Be the Spark: Five Platinum Service Principles for Creating Customers for Life'. They chat about how to be the spark in customer service, how to foster an environment of operational excellence amongst your CS team, why emotional moments for your customers are something you should invest in and Simon had great advice for aspiring customer service leaders.

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Itmt57HRfe4

📝 Blog: https://www.intercom.com/blog/videos/simon-t-bailey-on-platinum-service-principles

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Bobby Stapleton, our Director, Human Support, hosts this fascinating conversation with Declan Ivory, VP, Customer Support and Anthony, our Director, Customer Support Operations, in which they explore how the survey results of our Customer Service Trends Report 2024 shed light on the ways customer service is changing.

🗂️ Chapters

00:00 Introduction

01:27 Customer Expectations

06:06 AI Adoption in CS

10:08 AI is Coming for Your Jobs but Not in The Way You Think

16:05 Tech Stack: Ditching the Old Tools

20:59 Metrics: New Ways to Measure Success

Download your copy of our CS Trends Report 2024: www.inter.com/2024trends

📝 Blog: https://www.intercom.com/blog/videos/podcast-cs-trends-2024

🎥 Watch this episode on YouTube: https://www.youtube.com/watch?v=Z0b5OVKQeIQ

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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/newsletter

Say hi on 👋

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Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin

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#customersupport #customerservice #intercom

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Jeff Vincent is Group Product Manager at Hupspot. In this interview from our archives in 2016 Jeff worked on the product team at Wistia, the video platform for business, but formerly ran their customer support operation. The common thread is a focus on solving customer problems. Jeff joined us for a wide ranging chat which covered everything from how to incorporate customer feedback into product roadmaps to the importance of being your authentic self in the workplace.

Read a transcript: https://www.intercom.com/blog/podcasts/wistias-jeff-vincent-on-solving-customer-problems/

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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=bLix8mAp5k8

Read a transcript: https://www.intercom.com/blog/videos/intercom-on-product-riding-the-ai-wave-in-2024

Subscribe to our sister podcast, Intercom on Product wherever you're listening to this episode.

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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=OpXJANfwwIA

Read a transcript: https://www.intercom.com/blog/videos/cx-camille-acey-on-customer-care

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Synthesia CEO Victor Riparbelli joins Intercom co-founder Des Traynor for an engaging conversation on Synthesia, the future of video, and the transformations that lie ahead.

Watch the video: https://www.youtube.com/watch?v=oa61Pn_mWXk

Read a transcript: https://www.intercom.com/blog/videos/synthesia-ceo-victor-riparbelli-generative-ai-video

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2023 was the year AI changed everything – and Intercom has been at the forefront of the revolution. Listen to highlights from our conversations about how AI is transforming customer service and the world of tech.

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