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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom podcast

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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

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  Intercom  

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our 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 🏠 www.intercom.com

On The Ticket, you'll hear Intercom's Customer Support team in conversation with the customer service leaders, renowned customer experience thinkers, and influential authors who are shaping the field of customer support. Follow The Ticket to get the weekly episodes and sign up for our 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 🏠 www.intercom.com

 

All

Progress

Duration

Release Date

#486

Scaling AI Across Support and Sales: Fin Now Sells Itself

Intercom’s Fin has already transformed customer service with 81% automation. Now, it’s mov... more

27 Feb 2026

15 MINS

15:19

27 Feb 2026

#485

Getting deep with The 2026 Customer Service Transformation Report

The majority of support teams are now using and investing in AI – but only a select group ... more

29 Jan 2026

24 MINS

24:42

29 Jan 2026

#484

Fin Conversations Ep5: End of Year Review 2025

In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom,... more

19 Dec 2025

16 MINS

16:50

19 Dec 2025

#483

Introducing Fin Meetups: Conversations with AI Leaders

This week we want to introduce you to a new podcast from Intercom - Fin Meetups: Conversat... more

03 Dec 2025

34 MINS

34:46

03 Dec 2025

#482

Voice AI that customers love: How Fin Voice is transforming Credit Repair Cloud's CX

Voice support has long been the toughest channel to scale. Bobby Stapleton, Senior Directo... more

14 Nov 2025

13 MINS

13:12

14 Nov 2025

#481

Building trust in AI, one conversation at a time

It's been proven that showing customers what AI can do is the key to earning their trust. ... more

05 Nov 2025

14 MINS

14:39

05 Nov 2025

#480

Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle

What if every customer interaction – from sales to success – could be handled seamlessly b... more

31 Oct 2025

17 MINS

17:02

31 Oct 2025

#479

Live from Pioneer: AI is a long overdue promotion for customer service

AI is giving customer service a long-overdue promotion. But what does that really mean? In... more

22 Oct 2025

14 MINS

14:54

22 Oct 2025

#478

Live from Pioneer: AI is handling complexity we never thought it could

We used to believe only humans could solve messy, high-stakes customer problems. But what ... more

16 Oct 2025

24 MINS

24:09

16 Oct 2025

#477

Fin Conversations Ep4: Fin Procedures in practice

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer ... more

15 Oct 2025

11 MINS

11:15

15 Oct 2025

#476

Inside Pioneer 2025: Exploring what's next for customer experience

Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan... more

09 Oct 2025

16 MINS

16:54

09 Oct 2025

#475

Smooth scaling: How Intercom manages 500+ product launches a year

In this episode ofThe Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Se... more

25 Sep 2025

23 MINS

23:53

25 Sep 2025

#474

Lessons from Vanta: Scaling support through trust, education, and AI innovation

In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, j... more

16 Sep 2025

30 MINS

30:24

16 Sep 2025

#473

Fin Conversations Ep3: The blueprint for scaling AI in customer service

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory... more

25 Aug 2025

20 MINS

20:04

25 Aug 2025

#472

Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service

Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, He... more

18 Aug 2025

27 MINS

27:24

18 Aug 2025

#471

Fin Conversations Ep2: Inside The AI Agent Blueprint

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and ... more

11 Aug 2025

20 MINS

20:13

11 Aug 2025

#470

Reinventing QA and Training for the AI Era

As AI agents deflect more and more customer conversations, support teams are being thrown ... more

22 Jul 2025

33 MINS

33:02

22 Jul 2025

#469

Fin conversations ep1: The Secret to Sustaining 75%+ AI Resolution Rates

How do you keep your AI agent accurate when the product changes every week? Bobby Stapleto... more

04 Jul 2025

19 MINS

19:17

04 Jul 2025

#468

How a “Bot Wrangler” uses AI to scale support without compromise

Intercom power user and automation expert Sam Miller, Customer Support Operations Manager ... more

27 Jun 2025

28 MINS

28:55

27 Jun 2025

#467

Measuring every conversation: How CX Score is changing the game

CSAT has long been the go-to metric for support teams - but now there's a better way to me... more

29 May 2025

43 MINS

43:15

29 May 2025

#466

From siloed to seamless: What it really takes to unify the customer journey

When customer experience lives in silos, customers feel the gaps — and businesses miss opp... more

01 May 2025

30 MINS

30:34

01 May 2025

#465

The Future of Customer Experience Starts with Smarter Listening

Customer experience is only as strong as the feedback that shapes it but fewer customers a... more

03 Apr 2025

35 MINS

35:14

03 Apr 2025

#464

The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help)

Too often in support, more time is spent diagnosing an issue than resolving it – and that’... more

27 Mar 2025

38 MINS

38:37

27 Mar 2025

#463

Built For You Spring '25: Fin Can Now See, Speak, and Take Action

Our vision for Fin, Intercom's AI agent, is to answer any question, on any channel, across... more

20 Mar 2025

18 MINS

18:40

20 Mar 2025

#462

An AI-first approach: How RB2B created a lean, scalable support system

As RB2B scaled, its support team needed a way to handle growing demand without adding head... more

13 Mar 2025

45 MINS

45:18

13 Mar 2025

#461

Navigating a new era of AI-first customer service

In this episode of The Ticket, Ruth O'Brien, Senior Director of Automated and Proactive Su... more

27 Feb 2025

30 MINS

30:34

27 Feb 2025