Fin Conversations Ep5: End of Year Review 2025

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

Intercom

484 episodes

2 weeks ago

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

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🏠 www.intercom.com

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Fin Conversations Ep5: End of Year Review 2025

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

16 minutes 50 seconds

2 weeks ago

Fin Conversations Ep5: End of Year Review 2025

In our last episode of 2025 Bobby Stapleton, Senior Director of Human Support at Intercom, is joined by Franka Martinovic, Director, Customer Support, Intercom, to reflect on a year of rapid change for Intercom’s support team. They discuss how AI has shifted support from a reactive function to a consultative, revenue-driving motion, what it takes to scale human support alongside high automation, and the challenges of retaining knowledge while teams evolve. A candid look at what an AI-first support transformation really feels like from the inside. Watch the video here: https://www.youtube.com/watch?v=pxdtQGNN0Ic Follow the people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/frankamartinovic/ Newsletter Sign up for The Ticket on LinkedIn: A newsletter bursting with insights and advice for support leaders who are navigating the shift to AI-first CS. https://www.linkedin.com/newsletters/the-ticket-7158151857616355328/ Say hi LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom https://www.fin.ai See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.