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Unpacking the impact of AI on CX with PartnerHero's Mercer Smith
Manage episode 414578198 series 1321127
Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.
😁 Follow the people:
https://www.linkedin.com/in/smithmercer/
https://www.linkedin.com/in/bobbystapleton/
Follow our podcast:
🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
💻 RSS Feed https://art19.com/shows/inside-intercom
Newsletters:
Sign up for The Ticket: A 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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
470 episodes
Unpacking the impact of AI on CX with PartnerHero's Mercer Smith
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
Manage episode 414578198 series 1321127
Today, we're delighted to have Mercer Smith, VP of Managed Operations at PartnerHero and the author of "CXOXO: Building a Support Team Your Customers Will Love." Mercer joins our own Bobby Stapleton, Senior Director, Human Support at Intercom, to share her expertise on using AI to elevate your customer service operations without sacrificing the personal touch that customers cherish.
😁 Follow the people:
https://www.linkedin.com/in/smithmercer/
https://www.linkedin.com/in/bobbystapleton/
Follow our podcast:
🍏 Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731
🎧 https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9
🎥 https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF
💻 RSS Feed https://art19.com/shows/inside-intercom
Newsletters:
Sign up for The Ticket: A 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
Sign up for Intercom on Product: a monthly newsletter sharing our latest thinking on building and designing great products, and how that's changing in the age of AI.
https://inter.com/productpodcast
Say hi on 👋
Twitter: https://twitter.com/intercom
LinkedIn: https://www.linkedin.com/company/intercom/
Learn more about Fin AI Copilot: https://www.intercom.com/support-for-agents/ai-copilot
See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.
470 episodes
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1 The Future of Customer Experience Starts with Smarter Listening 35:14


1 The Hidden Cost of Misdiagnosing Customer Issues (And How AI Can Help) 38:37


1 Built For You Spring '25: Fin Can Now See, Speak, and Take Action 18:40


1 An AI-first approach: How RB2B created a lean, scalable support system 45:18


1 Navigating a new era of AI-first customer service 30:34


1 Why Anthropic chose Fin to transform their customer support 37:37


1 AI, psychology, and the future of customer support: Insights from Synthesia's Head of Support 28:16


1 Scaling Customer Support with AI: Nuuly’s Winning Formula 29:38


1 A Day in the Life of a Support Operations Analyst 28:40


1 The art of AI change management: CS insights from Angelo Livanos of Lightspeed Commerce 28:32


1 The Four Pillars of CX: A deep dive into what makes for great customer experiences 28:19
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