Delivering Amazing Customer Experiences through Seamless Self-Service and Human Interactions
Shep Hyken interviews Declan Ivory, Vice President of Customer Support at Intercom, dedicated to applying digital technologies to empower customer support teams. He discusses the technology available to drive meaningful change and innovation for customer experience.
“The future is automation and human support. You need the knowledge and understanding that a human support agent brings to handle complex issues. And, you want self-service to be available to quickly handle the more simple transactions.”
“Customer expectations in terms of what they want from a support solution are increasing. They expect companies to solve issues even before they happen.”
“If you are thinking applying AI (Artificial Intelligence) and ML (Machine Learning) to the customer experience, now is the time. Not thinking about how you’re applying these technologies from a support perspective, you’re missing out on a real opportunity.”
Declan Ivory is Intercom’s Vice President of Customer Support. He is an experienced senior leader with a passion for building and developing high-performing teams and applying digital technologies to support organizations.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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