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      "How are CS metrics changing in the age of AI?" blog post hero image.

      How are customer service metrics changing in the age of AI?

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      • Response Time: Vol. 14

      • Leonard Berry and the eternal pursuit of service excellence

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  • Customer Service
    • Featured in Customer Service

      "How are CS metrics changing in the age of AI?" blog post hero image.

      How are customer service metrics changing in the age of AI?

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • A whole new world: The exciting new roles AI is creating in customer support

      • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      • Making tickets personal: How ticketing systems are evolving for next-gen support

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • Improving support quality while embracing AI: Strategies from Intercom and Klaus

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  • AI & Automation
    • Featured in AI & Automation

      Intercom on Product Episode 21 – Des Traynor and Paul Adams

      Intercom on Product: Product strategy in the age of AI

      Des Traynor

      Co-founder & Chief Strategy Officer, Intercom

      Des Traynor
    • Editors picks

      • Privacy, security, accuracy: How AI chatbots are handling your deepest data concerns

      • Learn how AI can unlock productivity, according to AI founder Andrew Louder

      • AI-powered UI (aka “Return of the Chat”)

      • The AI bot buyer’s guide: How to find the right AI chatbot for your support needs

      • How do your customers feel about AI chatbots?

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  • Customer Engagement
    • Featured in Customer Engagement

      Customer service expert Chip Bell on turning customers into co-creators

      The father of customer journey mapping, Chip Bell, talks driving innovation through customer partnership

      Liam Geraghty

      Audio Content Producer, Intercom

      Liam Geraghty
    • Editors picks

      • Behavioral economics expert Melina Palmer on unlocking the science of consumer behavior

      • Emojis mean business: The characters transforming business messaging

      • Customer retention strategies: 5 best practices & 6 strategies for low churn

      • A modern primer for retaining customers: Strategies from Intercom, Productboard, and FullStory

      • Announcing our new guide ‘Unlocking Customer Engagement: Drive Action With In-Product Messaging’

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  • Product & Design
    • Featured in Product & Design

      Product-Market Fit PMF Panel hero image

      Navigating product-market fit: An inside look at Intercom’s new ‘PMF Panel’

      Nadine Mansour

      Staff Product Manager, Intercom

      Nadine Mansour
    • Editors picks

      • Intercom on Product: Product strategy in the age of AI

      • Shopify UX Director Elizabeth McGuane on why design should start with words

      • Unlocking customer value with data: How we developed the Customer Milestones Framework

      • AI-powered UI (aka “Return of the Chat”)

      • From science fiction to tech reality: Exploring the impact of AI

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  • Engineering
    • Featured in Engineering

      Intercom for Enterprise availability

      Managing high availability at Intercom

      Oran O'Dowd

      Senior Director of Engineering, Intercom

      Oran O'Dowd
    • Editors picks

      • How our infrastructure scales alongside our customers

      • Why Intercom is supporting the Embroider Initiative to update Ember

      • Intercom’s product principles: Shaping the solution to maximize customer value

      • Intercom’s product principles: How technical conservatism helps us scale faster and better

      • Is it time to update your engineering processes?

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  • News & Updates
    • Featured in News & Updates

      Announcing ‘The State of AI in Customer Service: 2023 Report’

      Beth McEntee

      Senior Editor, Intercom

      Beth McEntee
    • Editors picks

      • Everything you need to know about Fin, the breakthrough AI bot transforming customer service

      • AI trends that are giving support leaders a competitive advantage

      • Questions about our new AI chatbot, Fin? Here’s everything you need to know

      • Introducing Workflows – the mission control center for customer service automations

      • Announcing Intercom’s new AI features

      • See all articles
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  • Podcasts
    • HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

      AI & Automation 49 min watch

      HubSpot’s Noel O’Reilly on embracing AI in your customer support strategy

    • Leonard Berry and the eternal pursuit of service excellence

      Customer Service 25 min watch

      Leonard Berry and the eternal pursuit of service excellence

    • Intercom on Product Episode 21 – Des Traynor and Paul Adams

      AI & Automation 41 min watch

      Intercom on Product: Product strategy in the age of AI

    • See all podcasts
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  • About Intercom

journey mapping

Scale by Intercom 30 min listen

CX expert Annette Franz on putting the ‘customer’ in ‘customer experience’

We can’t seem to get enough of CX — every year, there’s a growing list of articles, conferences, and best practices on the subject. So, how come so many companies still get it wrong? CX expert Annette Franz joins Intercom’s Bobby Stapleton to discuss.

Dee Reddy

Former Podcast Producer, Intercom

Dee Reddy

Anna Murphy

Former Editor, Intercom

Anna Murphy

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