Intercom

No script. No filters. No fluff. Stephen Fry and Brian Eno take on AI as only they can. You won’t find another conversation like this anywhere else. Their full episode of Off Script is live now for 30 days. Watch it now and tag anyone who should see this before it's gone! 👇 https://lnkd.in/gjyMPjgC

There’s no question that 2024 was a wild one. The rapid development of AI is disrupting, redefining, creating, and potentially replacing entire industries. It can feel like you're trying to change a tire while the car is barreling down the highway. BUT here’s some perspective for you, courtesy of Des Traynor – Every leap, every curveball, every “what just happened?” moment – it’s only ever gone one way: 𝗳𝗼𝗿𝘄𝗮𝗿𝗱. We keep innovating. We keep getting better. Here’s to looking ahead to 2025 and beyond with optimism. (And you can watch Des’s full keynote from Pioneer on Intercom’s YouTube channel.)

In the next decade or two, the world is going to change 𝘢 𝘭𝘰𝘵. Who will be the ultimate winners in this new age of AI? It might sound a little starry-eyed, but... we're betting that it'll be all of us. You can watch this full episode of Off Script on our YouTube channel!

✅ Year-end status check ✅ Late December is basically the Friday afternoon of the year, so… how are we feeling? Thriving? Surviving? Flipping a coin to decide what gets done now and what becomes 2025’s problem? We’re all feeling some type of way, and whether you’re sprinting, wincing, or straight-up napping under your desk, we want to know where you’re at.

Psychology is contagious. That might just be one of the best-kept secrets about customer experience. In a recent episode of The Ticket Podcast, Blake Morgan sat down with Ruth O'Brien and shared one thing she wished more people knew about CX: What we bring to each customer interaction doesn’t only affect outcomes – it defines the experience itself. And it can have an impact that reaches far beyond that specific touchpoint. Check it out here, and listen to the full episode wherever you get your podcasts!

Remember when “instant 24/7 support in 50 languages” felt like a 2030 goal? Turns out, it was a 2024 reality 🤯 With 50%+ resolution rates out of the box, wild efficiency gains, and reimagined careers – AI has rewritten the rules of customer support this year. In this edition of The Ticket (Intercom’s customer service newsletter), Bobby and Ruth dish out the inside scoop on what’s changed and why 2025 will be even 𝐛𝐢𝐠𝐠𝐞𝐫. Read it here, and subscribe to join the 23,000+ others who get the latest in CX strategy, innovation, and ideas delivered automatically ⚡️🎟️

If AI is the engine, knowledge managers are the mechanics keeping it running at top speed. And it’s no small task. Processes evolve, product updates get shipped, and not all internal documentation is customer-ready. Ensuring that all this content is accurate, consistent, and up to date can feel like trying to build a house of cards in front of a giant fan. So how do they do it? Well, AI helps. In this video, Beth-Ann Sher, Intercom’s Senior Knowledge Manager, shows how AI helps her turn new and internal information into customer-facing materials in record time. The payoff? Less repetitive work, more efficiency, and support teams that are set up for success.

Some conversations stick with you. Brian Eno and Stephen Fry on AI, creativity, and the future of humanity is one of those. If you missed it, you’ve still got time—it’s available until January 11. Watch it here 👇 https://lnkd.in/gSyzUAsB

Awards are nice. But awards decided by 𝘳𝘦𝘢𝘭 𝘶𝘴𝘦𝘳𝘴? Now that’s something we’re genuinely proud of. G2 just named us the #𝟭 𝗔𝗜 𝗮𝗴𝗲𝗻𝘁 𝗼𝗻 𝘁𝗵𝗲 𝗺𝗮𝗿𝗸𝗲𝘁 – and it’s all thanks to real feedback from people who actually use our product. No marketing fanfare. No empty promises. Just proof that AI is making a difference where it counts: solving real challenges for customer support teams and helping them do more, faster, and better. We’re thrilled, but we’re not stopping here. We’ll keep building the best bots in the business so your support teams can keep winning. To everyone who’s shared their experiences and reviews, thank you for keeping us on track, motivated, and always improving.

Have you ever had to explain your job to a family member during the holidays? It can be a pretty tough task. In some cases, explaining it to an alien would be easier. Well, we asked Fred, our Conversation Designer, to do just that in a recent episode of The Ticket (our podcast for customer service leaders). And, honestly? He nailed it. Watch the clip below, and find the full episode wherever you get your podcasts!