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.
Engineering 19 min watch
Hear the highlights (and lowlights) from a major Intercom outage, including what went wrong, how we fixed it, and the lessons we learned to prevent it from happening again.
Engineering 37 min watch
Discover how Intercom went from a patchwork of legacy systems and recurring incidents to a stable infrastructure that supports fast-moving product teams.
AI & Automation 46 min watch
How is AI changing the way we build product, the rituals we rely on to ship consistently innovative software, and our fundamental strategy as a customer service platform? We discuss the ways we are reinventing the company to adapt to the era of AI.
AI & Automation 18 min watch
In this special episode of Off Script, musical pioneer, visual artist, and activist Brian Eno and award-winning actor, author, and comedian Stephen Fry discuss how AI is transforming our world.
Customer Engagement 36 min watch
Equals co-founder and CEO Bobby Pinero joins us to discuss how to use metrics to tell a compelling business story.
Customer Service 24 min watch
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.
Customer Service 34 min watch
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.
AI & Automation 46 min watch
Is the AI hype justified, or is there more to the story? Renowned industry analyst Benedict Evans cuts through the noise and reveals what AI really means for industries like customer service.
Customer Service 27 min watch
John Rossman joins us to discuss the concept of “Big Bet Leadership”, emphasizing the importance of making bold, high-stakes decisions in business.