Latest posts by Liam Geraghty
As AI takes over more manual tasks, customer service teams have the opportunity to play a more strategic role and contribute to achieving broader business goals.
Customer Service 36 min watch
Customers expect exceptional experiences from every business they interact with. If your service is “satisfactory,” you’ll get left behind. Shep Hyken shares findings from his latest report on how to deliver outstanding customer experiences.
Product & Design 27 min watch
Are B2B and B2C product management worlds really that different? Bethany joined us as a PM at Intercom after years in B2C, and shares her perspective on the main differences and similarities she’s encountered so far.
Customer Service 30 min watch
AI is radically changing how customer service teams operate. Learn how to evolve your team structure to capitalize on new opportunities.
Customer Service 16 min watch
Launching an AI-first customer service system might feel overwhelming if you don’t know where to start. Here are some tried and tested tips for your first three months.
Customer Service 21 min watch
Discover how AI is transforming the day-to-day work of support agents and creating entirely new roles and career paths for them to explore.
Customer Service 25 min watch
Across CS and CX, there’s a lot of discussion happening about what role humans will play in the human-AI partnership. Mercer Smith joins us to discuss it all.
AI & Automation 20 min watch
Learn how Fin AI Copilot is changing the way Intercom’s Customer Support team works, and the benefits they’re already seeing since starting to use it.
AI & Automation 10 min watch
Intercom’s Senior Director of Automated and Proactive Support, Ruth O’Brien, and Senior Product Marketing Manager, Olivia Singarella, dive into what Fin AI Copilot is and why every support team needs it.
Customer Service 20 min watch
CX expert Stacy Sherman dives into the nuts and bolts of designing a standout customer experience to help you get – and keep – customers.