This week we're sharing a conversation with Angelo Livanos, who leads support at Lightspeed Commerce, who joined us at Pioneer, our AI customer service summit. Lightspeed's one-stop commerce platform allows merchants to provide the best experiences across every channel. Having spent most of his career supporting, building, and guiding teams across leading technologies, he's currently leaning into the AI revolution and helping shape the future of customer support. Angelo shares his insights with Intercom’s VP of Customer Support, Declan Ivory.

Watch this episode on YouTube: https://www.youtube.com/watch?v=JIWoy2DpHpE

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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

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Welcome to a very special, limited-time only episode of Off Script, where two of the world's most compelling cultural voices – musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry – come together to unpack the profound transformation AI is bringing to our world.

Fry and Eno joined us at Pioneer, Intercom's first-ever AI customer service summit, where they explored AI's vast potential while interrogating its implications. These two legends have seen multiple technological upheavals up close, as participants and first-hand observers, and they share a unique perspective on how this latest wave of tech disruption might reshape our creative and social landscapes.

What emerges, through a blend of hilarious anecdotes and profound insights, is a nuanced examination of AI that's both optimistic and cautiously critical. While celebrating AI's ability to transform everything from customer service to creative expression, they remind us of important lessons learned from the era of the internet, smartphones, and social media.

Watch this episode on YouTube: https://youtu.be/Aht2l0wT6pg

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In this episode of The Ticket, Harry Spence, Director of Customer Support at ScreenCloud, joins us to discuss the critical aspects of selecting and implementing AI agents.

In conversation with Intercom's Senior Director of Human Support, Bobby Stapleton, he explores ScreenCloud's customer support strategy, the importance of technology integration, and the need for a proactive support approach.

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In this episode of The Ticket, Nick Clark from the Boston Consulting Group joins us to discuss the transformative impact of AI on customer service. He talks with Intercom VP of Customer Service Declan Ivory about how generative AI is reshaping customer interactions, the emergence of new roles within customer service teams, and the importance of professionalizing career paths in this evolving landscape.

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John Rossman, an early Amazon executive who played a key role in launching the Amazon marketplace business in 2002, joins Bobby Stapleton, Our Senior Director of Human Support, to discuss the concept of "Big Bet Leadership". This involves emphasizing the importance of making bold, high-stakes decisions in business. They also explore how customer service leaders can leverage AI to enhance customer experiences while navigating risks and uncertainties.

Watch this episode on YouTube: https://youtu.be/ePDfX4kOsco?si=kk_LlHGA2w7a4HBn

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John's books

The Amazon Way: https://johnrossman.com/amazon-leadership-principles-author-john-rossman/

Big Bet Leadership: https://rossmanpartners.com/big-bet-leadership/

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Intercom CEO Eoghan McCabe breaks down how AI is about to disrupt customer service on a scale we’ve never seen before. From bots talking to bots to AI surpassing human expertise, things are just getting started. The race to build and ship the future is on.

Watch this episode on YouTube: https://youtu.be/WIBibfv3SKk

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Last week, we hosted Pioneer, our first ever AI customer service summit where we brought together industry leaders and experts to explore how AI is revolutionizing customer service. In this episode, we bring you highlights from the event, including insights from Intercom Co-founder and CEO Eoghan McCabe, Co-founder and Chief Strategy Officer Des Traynor, Chief Product Officer Paul Adams, and renowned industry analyst Benedict Evans. We also hear from Intercom customers Natalie Hurst from Nuuly, Constantina Samara from Synthesia, and Angelo Livanos from Lightspeed Commerce, who share the results they're already seeing from Intercom's Fin AI Agent.

To check out all the sessions in full, check out: https://events.intercom.com/pioneer-2024/

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Meet the world's most advanced AI agent for customer service: Fin 2.

This latest generation of Fin AI Agent combines our highest resolution rates with powerful new capabilities to deliver human-quality service to your customers.

Learn all about it here: https://www.intercom.com/support-for-customers/ai-agent

Watch this episode along with other Pioneer conversations here: https://events.intercom.com/pioneer-2024/

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https://www.linkedin.com/in/pauladams/

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Robert Richman, author of The Culture Blueprint, chats with Bobby Stapleton, Intercom's Senior Director, Human Support, about the importance of aligning company culture with customer service. They discuss how a strong culture can help navigate change and maintain high levels of customer satisfaction as well as exploring the role of AI in customer service.

Watch this episode on YouTube: https://youtu.be/pQNqb6pyNQI?si=3ZqQaRDLNVLdSpiH

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https://www.linkedin.com/in/robertrichman/

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Robert Spector, author of The Century-Old Startup, joins Intercom's VP of Customer Support Declan Ivory to discuss the principles that have made US luxury department store chain Nordstrom a leader in customer service for more than 100 years. They explore how Nordstrom maintains a startup mentality, the importance of flexibility and transformation, and how the company's culture and values contribute to its success.

Watch this episode on YouTube: https://www.youtube.com/watch?v=v9hRfKgS8AU

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https://www.linkedin.com/in/therobertspector/

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