May 8, 2024 10:45 AM
-
content@intercom.com
Ready to transform your career, CS leaders?
Exploration of AI's impact on leadership roles within customer support, highlighting benefits in efficiency and strategic planning.
Here’s how AI is changing what leadership looks like. Hi there, We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? Until now,
May 8, 2024 10:45 AM
-
content@intercom.com
Ready to transform your career, CS leaders?
Exploration of AI's impact on leadership roles within customer support, highlighting benefits in efficiency and strategic planning.
Here’s how AI is changing what leadership looks like. Hi there, We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders? Until now,
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</style><div id="emailPreHeader" style="visibility:hidden; opacity:0; color:transparent; line-height:0; font-size:0px; overflow:hidden; border-width:0; display:none!important">Here’s how AI is changing what leadership looks like.</div><div style="background-color:#FFFFFF"><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 0px 0px 0px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:600px"><a href="#" target="_blank" style="color:#0000EE"><img alt="The Ticket CS Newsletter" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/The-TicketHeader.png" width="600" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 20px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 30px 15px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.35; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Hi there,</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">We’ve talked a lot about the positive changes AI is going to bring to customer experience and how support agents work, but what will it mean for support leaders?</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Until now, you’ve probably spent your days:</p><ul style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px"><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Constantly putting out fires, moving from one problem to the next.</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Getting easily sucked into manual tasks, trying to figure out why the backlog is growing, who’s stuck and needs help, where you can reassign tickets and how many times customers have asked the same question.</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Reacting to your boss and other teams – “Can you give me a report ASAP?” “What feedback are we getting from customers about the new feature?” “Hey, can you tell customers X instead of Y?”</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Feeling exhausted. With limited scope and so much on the go, you’re always in the weeds. </li></ul><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">This isn’t unique to customer support. Managers across the board are stretched thin, and when that happens, the quality of work suffers, teams get less attention, and, worst of all, it becomes impossible to focus on yourself and your own career growth.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">The good news is that all of this is changing quickly. Introducing AI into your workflow will help you break free from the confines of the “old way” and <a href="#" target="_blank" rel="noopener" style="color:#0000EE">be more impactful in your career</a>. Here’s how. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px">Play a more strategic role </h2><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Opening the inbox and seeing a thousand tickets used to be the beginning of the end. Now, it’s something you barely have to think about with AI software taking over the majority of responses. Getting time back means support leaders can zoom out, review how the team is performing and what the customer experience looks like, and implement strategic decisions to drive improvement.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Wondering how to even start with this big-picture thinking after so much time spent down rabbit holes? Take a breath, and ask yourself some of the questions that impact the customer experience:</p><ul style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px"><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">How do we want to approach first response time?</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">What’s the most effective way to collaborate on tickets with Sales and Product teams?</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">What’s the right ticket-close strategy? </li></ul><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px">Be a better boss</h2><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Freeing up your schedule also allows more time for providing in-depth feedback and coaching. AI is <a href="#" target="_blank" rel="noopener" style="color:#0000EE">fundamentally changing what careers in customer support look like</a>, which means that training is moving away from mechanical how-tos and instead focusing on the “human” skills necessary for more complex problem solving. Your management style will evolve, and in the process, you’ll get to know more about your team and enjoy “helping people” again – the whole reason you got into this field, right?</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Switching your focus from the doing to the doers will take some practice. Here are some questions to ask to help get you started:</p><ul style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px"><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">How are individuals performing?</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">What personal goals do they have, and how are they connected to the day-to-day?</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Are you giving kudos and recognizing your superstars? </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Are you holding a high bar for company values and alignment? </li></ul><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px">Demonstrate value across the business</h2><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Working in customer support, you have the unique opportunity to interact with both sides of the coin. Being the one that interfaces between customers and your internal teams means you have the chance to drive meaningful change – for both the people you serve and your business. It’s an interesting spot to be in, but that interest is often lost when manual processes make it difficult to surface those insights and have those conversations.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">If you hadn’t guessed yet, AI is changing this too. Your newly cleared calendar will give you the freedom to have richer interactions with other teams and collaborate on delivering a truly exceptional experience for your customers at every touchpoint they have with you. </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">We recently stumbled upon an old meeting agenda from 2019, and noted how drastically our CS managers’ roles at Intercom have changed since we started working with AI. This is what it looked like:</p></div></td></tr><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:520px"><img src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ticket-20240508-CS-List-Crop.jpg" width="520" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr><tr><td align="left" style="font-size:0px; padding:15px 30px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Now, instead of operating as silos, our leaders are getting involved all over the business by:</p><ul style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px"><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Contributing and leading CS Org initiatives, instead of just handling queue management. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Working with Product teams on product adoption and solving customer pain points. </li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Collaborating with Marketing on new product rollouts and go-to-market strategies.</li><li style="font-size:16px; font-family:Arial,sans-serif; letter-spacing:0px">Regularly meeting with Sales to share customer learnings and other expertise.</li></ul><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">This diversification is possible because our leaders have more time and mental bandwidth to explore how they can contribute to our business. It’s an exciting time having so many smart people focused on driving us forward.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">With AI opening up so many doors, how are you rethinking your role and where you spend your time?</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Until next time,</p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 5px 40px; text-align:center"><div class="mj-column-per-10 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 10px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:42px"><img alt="Ruth" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ellipse-1333.png" width="42" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-90 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Ruth O'Brien</strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Senior Director, Proactive & Automated Support</p></div></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 15px 40px; text-align:center"><div class="mj-column-per-10 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 10px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:42px"><img alt="Bobby" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ellipse-1332.png" width="42" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </td></tr></tbody></table></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-90 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:middle; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%"><tbody><tr><td style="vertical-align:middle; padding:0px 0px 0px 0px"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style=""><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong>Bobby Stapleton</strong></p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Senior Director, Human Support</p></div></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="center" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:520px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Fin AI Copilot" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Fin-AI-Copilot-Ticket-CTA.jpg" width="520" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h1 style="font-family:Georgia,sans-serif; font-size:26px; font-style:normal; font-weight:normal; letter-spacing:0px"><span style="font-size:28px">What we've been up to</span></h1></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Farewell to Frankenstack" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ticket-20240508-Podcast-1.png" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">The Ticket: CS career paths in the age of AI</a></span></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">Discover how AI is transforming the day-to-day work of support agents and creating entirely new roles and career paths for them to explore.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline">Listen here</span></a></span></strong></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Fueling the AI Machine" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Ticket-20240508-AISkepticism.png" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">AI skepticism is giving way to curiosity among CS teams</a></span></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">There is some anxiety among support teams about the impact of AI – but we’re already seeing the real-world benefits for support reps.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><strong><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline">Read more</span></a></span></strong></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:10px 40px 10px 40px; text-align:center"><div class="mj-column-per-49 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" class="mj-full-width-mobile" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td class="mj-full-width-mobile" style="width:234px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Response time Vol 24" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Unpacking-the-impact-of-AI.png" width="234" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr></tbody></table></div><div class="mj-column-per-51 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h3 style="font-family:Arial,sans-serif; font-size:18px; font-weight:bold; letter-spacing:0px"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">The Ticket: Unpacking AI with PartnerHero’s Mercer Smith </a></span></h3></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px">There’s a lot of discussion happening about what role humans will play in the human-AI partnership. Mercer Smith joins us to discuss it all.</p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"> </p><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><a href="#" target="_blank" rel="noopener" style="color:#0000EE"><span style="color:#17100e"><strong><u>Watch now</u></strong></span></a></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:0px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:15px 0px; padding-top:15px; padding-bottom:15px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:0px 0px 15px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h1 style="font-family:Georgia,sans-serif; font-size:26px; font-style:normal; font-weight:normal; letter-spacing:0px"><span style="font-size:28px">What's happening in customer service?</span></h1></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="font-size:22px">Transforming the customer experience into the “human experience”</span></a></span></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><em>Forbes </em>takes the CX temperature in a group discussion with four leaders from various industries – for all of them, maintaining customer-centricity while adopting AI is a core priority.</p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(23,16,14)"><a href="#" target="_blank" rel="noopener" style="color:rgb(23,16,14)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr><tr><td align="center" style="font-size:0px; padding:20px 0px; padding-top:20px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #CFCFCF; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)">4 keys to great customer service in 2024</a></span></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left">What can we learn about customer service from small-business owners? <em>Inc.</em> offers solid advice on forming connections with customers and community from four local business owners.</p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr><tr><td align="center" style="font-size:0px; padding:20px 0px; padding-top:20px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #CFCFCF; font-size:1px; margin:0px auto; width:100%"></p></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><h2 style="font-family:Arial,sans-serif; font-size:24px; font-weight:bold; letter-spacing:0px; text-align:left"><a href="#" style="color:#0000EE"><span style="color:rgb(0,0,0)"><span style="font-size:22px">AI chatbots are taking over customer service, but how many would rather wait for a human</span>?</span></a></h2></div></td></tr><tr><td align="left" style="font-size:0px; padding:10px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left">This <em>Fast Company</em> article gives an overview of a new survey from call center platform developer CallVU, which claims many customers still prefer to deal with humans for more complex support requests.</p></div></td></tr><tr><td align="left" style="font-size:0px; padding:15px 0px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px; text-align:left"><span style="color:rgb(0,0,0)"><a href="#" target="_blank" rel="noopener" style="color:rgb(0,0,0)"><span style="text-decoration:underline"><strong>Read more</strong></span></a></span></p></div></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:30px 40px 0px 40px; text-align:center"><div class="mj-column-per-100 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="center" style="font-size:0px; padding:10px 0px; padding-top:10px; word-break:break-word"><p style="font-family:Arial,sans-serif; letter-spacing:0px; border-top:solid 1px #000000; font-size:1px; margin:0px auto; width:100%"></p></td></tr></tbody></table></div></td></tr></tbody></table></div><div style="background:#F4F3EC; background-color:#F4F3EC; margin:0px auto; max-width:600px"><table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:#F4F3EC; background-color:#F4F3EC; width:100%"><tbody><tr><td style="direction:ltr; font-size:0px; padding:20px 40px 40px 40px; text-align:center"><div class="mj-column-per-50 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:0px 20px 0px 0px; word-break:break-word"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="border-collapse:collapse; border-spacing:0px"><tbody><tr><td style="width:64px"><a href="#" target="_blank" style="color:#0000EE"><img alt="Intercom Logo" src="https://storage.googleapis.com/topol-io-team-49781/plugin-assets/6320/49781/Frame-18752.png" width="64" height="auto" style="border:0; border-radius:0px 0px 0px 0px; display:block; outline:none; text-decoration:none; height:auto; width:100%; font-size:13px"> </a></td></tr></tbody></table></td></tr><tr><td align="left" style="font-size:0px; padding:10px 35px 0px 0px; word-break:break-word"><div style="font-family:Ubuntu,Helvetica,Arial,sans-serif; font-size:13px; line-height:1.5; text-align:left; color:#000000"><p style="font-family:Arial,sans-serif; font-size:16px; letter-spacing:0px"><span style="font-size:12px; font-family:Arial,sans-serif">Intercom © 2024</span><br><span style="font-size:12px; font-family:Arial,sans-serif">55 2nd St</span><br><span style="font-size:12px; font-family:Arial,sans-serif">San Francisco, CA · 94105</span></p></div></td></tr></tbody></table></div><div class="mj-column-per-50 mj-outlook-group-fix" style="font-size:0px; text-align:left; direction:ltr; display:inline-block; vertical-align:top; width:100%"><table border="0" cellpadding="0" cellspacing="0" role="presentation" width="100%" style="vertical-align:top"><tbody><tr><td align="left" style="font-size:0px; padding:32px 0px 0px 0px; word-break:break-word"><table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; display:inline-table"><tbody><tr><td style="padding:4px; vertical-align:middle"><table border="0" cellpadding="0" cellspacing="0" role="presentation" style="background:transparent; border-radius:3px; width:24px"><tbody><tr><td style="padding:0px; font-size:0; height:24px; vertical-align:middle; width:24px"><a href="#" target="_blank" style="color:#0000EE"><img height="24" src="https://s3-eu-west-1.amazonaws.com/ecomail-assets/editor/social-icos/ikony-black/roundedblack/x.png" width="24" style="border-radius:3px; display:block"> </a></td></tr></tbody></table></td></tr></tbody></table><table align="left" border="0" cellpadding="0" cellspacing="0" role="presentation" style="float:none; 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