Best The Overdueing It Team Podcasts (2025)

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Using Copywriting as a Launchpad to Consultancy - Catching Up with Adele (Episode 254) 41:56

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4d ago41:56

41:56

I don’t like to play favorites, but according to the data, one of our most-watched student stories of all time was with Adele and her now-husband Jake (you can watch that original episode right here). The two of them were super kind enough to share what it was like shifting from a completely unrelated job into copywriting—and supporting a loved one…

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Building trust in AI, one conversation at a time 14:39

4d ago14:39

14:39

It's been proven that showing customers what AI can do is the key to earning their trust. In this episode, Ruth O’Brien, Senior Director of AI Support at Intercom, talks with Matt Leggett, CX AI & Digital Director at The Access Group, about how support teams can help customers overcome hesitation around AI. They explore the pivotal role simulation,…

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36 - Vanessa Lillie, Author of THE BONE THIEF 37:24

2d ago37:24

37:24

Host Lauren chats with bestselling author Vanessa Lillie to discuss her latest book, The Bone Thief. They talk about the book, repatriating historic Indigenous artifacts, Vanessa's writing process, and the importance of self-care when writing about traumatic events. In the Last Chapter they discuss the seasonally appropriate topic: If you could hav…

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Live from Pioneer: How a unified Customer Agent will transform the entire customer lifecycle 17:02

9d ago17:02

17:02

What if every customer interaction – from sales to success – could be handled seamlessly by one Customer Agent? In this episode, Franka Martinovic, Director of Customer Support at Intercom, sits down with Rati Zvirawa, Director of Product Management at Intercom, to discuss the bold vision behind this reality we're moving towards with Fin. They disc…

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Creativity vs. Consumption: Are You Overdue for an Unplug? (Episode 253) 23:41

11d ago23:41

23:41

OK, if you’re honest with me, I’ll be honest with you: How many podcasts, emails, newsletters, trainings, etc.etc.etc. are on your “to listen/watch/read” list? Last I checked, I had 103 podcast episodes downloaded. Kate told me her Goodreads “want to read” list currently sits at 398 books. Will I listen to some of those podcasts? Absolutely. Will K…

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Live from Pioneer: AI is a long overdue promotion for customer service 14:54

17d ago14:54

14:54

AI is giving customer service a long-overdue promotion. But what does that really mean? In this episode, Leanne Harte, Senior Manager of Customer Support at Intercom, sits down with Guneet Singh, VP of Customer Experience and Care at AppFolio, to discuss how AI is transforming support from a cost center into a growth engine. They unpack how to reth…

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President of the Slow Turtle Club - Elyse's Story (Episode 252) 53:11

18d ago53:11

53:11

I need to get one thing out of the way: Elyse is the self-described president of the Slow Turtle Club™. If I were to give her a title, it’d be president of the Really-Cool Canadian Copywriters Club™. In all seriousness, if you’ve ever felt like everyone else is speeding ahead while you’re still like, “where do I even start?!” then, Elyse is going t…

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35 - F*cked Up Fairy Tales the Book! With Liz and Jade Gotauco 50:27

17d ago50:27

50:27

Host Dave is joined by Liz and Jade Gotauco to learn about F*cked Up Fairy Tales, Liz's debut book based on her wildly popular TikTok series by the same name and illustrated by Jade. They also get into their respective efforts using their art to shine a light on neglected stories, Jade's work as a scrimshander, and gentle television competition sho…

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Live from Pioneer: AI is handling complexity we never thought it could 24:09

23d ago24:09

24:09

We used to believe only humans could solve messy, high-stakes customer problems. But what happens when AI Agents prove they can do this too? In this episode, Declan Ivory, VP of Support at Intercom, and Natalie Hurst, Senior Director of Customer Success at Nuuly, unpack how, with AI handling ever more complex customer interactions, the world of cus…

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Fin Conversations Ep4: Fin Procedures in practice 11:15

24d ago11:15

11:15

Ruth O’Brien, Senior Director of AI Support at Intercom, and Declan Ivory, VP of Customer Support at Intercom, dive into Fin Procedures – a powerful new way for Fin AI Agent to handle complex, multi-step queries. Hear how Intercom’s own support team is using Procedures in practice, and the impact customers are seeing so far – from higher resolution…

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Lessons from Nicki's new freelance client (Episode 251) 48:52

22d ago48:52

48:52

You may have heard me say that I only verrrrrry occasionally take on freelance clients. (Supporting students in the Comprehensive Copywriting Academy is my #1 job!) So, when I tell you this one was too good to pass up you know it’s goooood. On this episode of the Build Your Copywriting Business podcast, I’m telling you all about it. And I’ll be hon…

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Inside Pioneer 2025: Exploring what's next for customer experience 16:54

30d ago16:54

16:54

Intercom's Senior Director of AI Support, Ruth O’Brien, and VP of Customer Support, Declan Ivory, recap Pioneer, our summit for AI customer service leaders. They cover the announcement of Fin 3, the best-performing AI Agent capable of handling the most complex queries, our vision for a Customer Agent future, ideas on AI as a convergent force, and m…

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A Major Midlife Shakeup from Teaching to Copywriting - Vikki's Story (Episode 250) 37:10

29d ago37:10

37:10

By Filthy Rich Writer

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34 - Coalition Building for Legislative Change 52:36

1M ago52:36

52:36

Host Meg Hamlin-Black talks to Nicole Dyszlewski, Professor & Assistant Dean for Curricular Innovation at Roger Williams University School of Law, about building a broad coalition to advocate for legislative change, working to pass the Freedom to Read Act in the 2025 Rhode Island General Assembly session. They also get into graphic novels as access…

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The Copywriter’s Guide to Showing Up (Strategically) on Social (Episode 249) 34:16

1M ago34:16

34:16

If the thought of “showing up on social” makes you want to toss your phone out the window … you’re not alone. Here’s the truth: social media can help you grow your copywriting business—but not in the way most people think. (And if you’re OVER social media, then skip this episode. You DO NOT have to be on social media to have a thriving business, no…

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Smooth scaling: How Intercom manages 500+ product launches a year 23:53

1M ago23:53

23:53

In this episode of The Ticket, Ruth O’Brien, Senior Director of AI Support, is joined by Sean Reid, New Product Introduction Program Manager, and Beth-Ann Sher, Senior Knowledge Manager, to unpack how Intercom handles 500+ product launches a year. They share how the NPI (New Product Introduction) process enables both Fin and human teammates to deli…

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Police Officer to Copywriter—without Pitching - Martin's Story (Episode 248) 36:35

2M ago36:35

36:35

I have been just as burned out as the next person. Before I became a copywriter, I was working at a health club, but my mental health was at its lowest. So, I related so deeply to Martin. Martin spent 15 (!!!) years as a police officer. To say he was burned out is an understatement. On this episode of the Build Your Copywriting Business podcast, he…

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33 - Hispanic Heritage Month with RI Latino Arts 33:05

2M ago33:05

33:05

Host Dave talks to Marta Martinez, Executive Director of RI Latino Arts, and Maria Cotto, bilingual children's librarian at Pawtucket Public Library, about Hispanic Heritage Month and the Rhode Island Latino Books Award. They also talk about their love of documentaries and how it feels to find a mirror to your own experiences in books. In the Last …

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Are You Missing the Most Important Part of the “Let Them” Theory? (Episode 247) 28:24

2M ago28:24

28:24

You’ve probably heard Mel Robbins’ “Let Them” theory by now. (If not, pick up a copy or get on your library’s waitlist—trust us, there’s a waitlist for good reason!) Let them underestimate you. Let them judge. Let them do their thing. It’s a powerful mindset shift—but it’s only the beginning. On this episode of the Build Your Copywriting Business p…

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Lessons from Vanta: Scaling support through trust, education, and AI innovation 30:24

2M ago30:24

30:24

In this episode of The Ticket, Vanta’s Director of Customer Support, Margarita Wilshire, joins Intercom’s Senior Director of Human Support, Bobby Stapleton, to share how her team blends human expertise, customer education, and AI innovation to deliver fast, trustworthy, and scalable support – while keeping customer experience at the heart of everyt…

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From Copywriter to Launching Her Own Business - Jeanette's Story (Episode 246) 33:26

2M ago33:26

33:26

What if you pursue copywriting and realize … this still isn’t the right path? After getting laid off, Jeanette launched her copywriting business (in an impressive 30 days!). But six months in despite hitting her goals, she realized something still didn’t feel right. So, she pivoted again. On this episode of the Build Your Copywriting Business podca…

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32 - Finding Comfort in Narrative 54:58

2M ago54:58

54:58

We're back! On this hostful episode, Lauren, Emily, and Dave dig into their approach to comfort reads. They also discuss engaging ideas in nonfiction and the need for intermissions in long movies and TV episodes. In the Last Chapter they spill some tea: What's a book you did not finish and what made you dump that book? Overdueing It is a project fu…

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The Cost of Holding On: Escaping the Sunk Cost Trap (Episode 245) 32:28

2M ago32:28

32:28

“But I’ve already spent so much time and energy on this…” Ever found yourself stuck in something—whether it’s a career, a relationship, or even a client—because it felt too late to walk away? That’s the sunk cost fallacy talking. And it might be holding you back from the career (and life!) you actually want. On this episode of the Build Your Copywr…

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From Hairstylist to Copywriter (Currently Working from Morocco!) - Katherine's Story (Episode 244) 44:18

2M ago44:18

44:18

She left her hairstylist job one day … and landed an agency copywriting role the next. Her portfolio when she landed the job? 100% spec ads. She’s never stepped foot in an office. And right now? She’s working remotely from Morocco, contracting with agencies around the world. To say we’re in awe of Katherine’s path is an understatement. After more t…

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ENCORE - The Community Is the Center of the Library at the Community Libraries of Providence 55:28

2M ago55:28

55:28

We're on a break for August, and taking this opportunity to share some encore episodes with you. Today we are revisiting episode 15 from the 17th of December 2024. In it, host Cheryl, library director at the Community Libraries of Providence, talks with her colleagues Dhana, Michelle, Lee, and Khamry about the variety of ways CLPVD is building libr…

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Fin Conversations Ep3: The blueprint for scaling AI in customer service 20:04

2M ago20:04

20:04

In this episode, Senior Director of AI Support Ruth O’Brien and VP of Support Declan Ivory take you inside part two of Intercom’s AI Agent Blueprint: "Scale it." They share lessons from being the first support team in the world to deploy a generative AI agent and dive into the organizational shifts that make scaling the impact of AI possible. From …

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Checklist for Taking Your Copy to the Next Level (Episode 243) 30:00

3M ago30:00

30:00

You’ve written your copy. You’ve proofread it. You’re ready to send it off to the client… …Or are you? In this week’s episode of Build Your Copywriting Business, we’re walking you through the often skipped step that comes between “done writing” and “client ready.” Think: a mini checklist—but not your typical copyediting or proofreading list. We’re …

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Exploring 'The Wheel': Clay’s rotational program creating future leaders through customer service 27:24

3M ago27:24

27:24

Ruth O’Brien, Senior Director of AI Support at Intercom, sits down with George Dilthey, Head of Support at Clay, to explore “The Wheel” – Clay’s 15-month rotational program that begins in customer service and develops the next generation of tech leaders. Find out more about The Wheel program here. Watch this episode on YouTube: https://youtu.be/zUw…

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From Almost Giving Up on Copywriting to Being Booked 6 Months Out - Bart's Story (Episode 242) 31:08

3M ago31:08

31:08

Ever felt so drained and discouraged you thought, “Maybe I should just give up”? That’s exactly where Bart was—not just doubting his move from corporate sales to copywriting, but seriously questioning if he could make it work at all. Fast forward: Bart is now booked out for six months—and here’s what may surprise you… …he did it without social medi…

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ENCORE - Stranger Stories PVD 46:44

3M ago46:44

46:44

We're on a break for August, and taking this opportunity to share some encore episodes with you. Today we are revisiting episode 6 from the 13th of August 2024. In it, host Tayla is joined by Fallon Masterson, producer and co-founder of Stranger Stories PVD, and Lauren LaBelle, writer and Stranger Stories participant, to talk about this free monthl…

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Fin Conversations Ep2: Inside The AI Agent Blueprint 20:13

3M ago20:13

20:13

We've just launched "The AI Agent Blueprint" – a two-part strategic map for launching and scaling AI in customer service. It's designed to help customer service, CX, and AI transformation leaders deploy fast, scale with confidence, and achieve meaningful business transformation with AI. In this episode, Senior Director of Human Support Bobby Staple…

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ChatGPT: Friend or Foe? - with Amber Smith (Episode 241) 47:47

3M ago47:47

47:47

AI is taking all the copywriting jobs!” Sound familiar? Before you spiral, hit play on this week’s episode of the Build Your Copywriting Business podcast. AI expert and copywriter Amber Smith is breaking down exactly why that narrative is wrong. Amber runs a successful agency serving powerhouse brands like Ann Taylor, Clinique, and Coach. She’s bee…

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Moving from the Wine Industry in California to Copywriting in North Carolina - Avalon's Story (Episode 240) 33:07

3M ago33:07

33:07

Freedom and security: those were two core values that Avalon identified. On this episode of the Build Your Copywriting Business podcast, Avalon is sharing how these core values grounded her decision making—and allowed her to identify and choose opportunities that align with these values. Using this as her guide, Avalon was able to: 🍷Transition from…

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31 - Investing in the Local Economy 1:04:21

3M ago1:04:21

1:04:21

Host Emily chats with Jessica (@localreturnri), Andy (@capitalgoodfund) and Dominique (@one_neighborhoodbuilders) about investing in our local communities and economy. How, and why, do we ensure that our investments benefit our neighbors? Learn more about the ways these organizations are helping people put their money where their values are, and ho…

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Do Copywriters Need a Personal Brand? (Episode 239) 27:09

4M ago27:09

27:09

❌ Fancy logo ❌ Color palette ❓Personal brand You’ve probably heard us talk about all the shiny distractions when it comes to earning money as a copywriter. Is a “personal brand” another one? On this episode of the Build Your Copywriting Business podcast, Kate and I are breaking down what a personal brand is and whether or not you need one to succee…

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Reinventing QA and Training for the AI Era 33:02

4M ago33:02

33:02

As AI agents deflect more and more customer conversations, support teams are being thrown straight into the deep end. In this episode of The Ticket, Senior Director of Human Support at Intercom Bobby Stapleton chats with Mark Hughes, Co-Founder and CEO of SolidRoad - an AI-first training and QA platform transforming how CX teams ramp, upskill, and …

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ITEM RENEWAL - If These Walls Could Talk: The Nathanael Greene Homestead (Rhody Radio, December 5, 2023) 21:52

4M ago21:52

21:52

Before we launched this show, our team collectively produced over three hundred episodes of both Down Time with Cranston Public Library and Rhody Radio podcasts. This week, we're bringing you an ITEM RENEWAL, where we share an excerpt from these archives. In this bonus episode, we're taking you back to the Nathanael Greene Homestead with an episode…

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Part-Time Values-Based Copywriter, Full-Time Mom - Yvonne's Story (Episode 238) 41:29

4M ago41:29

41:29

Ever feel like the only way forward in your career… is up a corporate ladder that you don’t even want to be on in the first place? Yvonne did, too. After 15+ years in communications roles at mission-driven nonprofits, she knew things had to shift after the birth of her son. She asked a question many parents ask: “How can I do work I love, get paid …

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30 - General Nathanael Greene & RI's Revolutionary History 42:20

4M ago42:20

42:20

Host Lauren chats with Dave Procaccini, President of the Gen. Nathanael Greene Homestead Association and Lauren Fogarty, Program Coordinator for the Rhode Island Semiquincentennial 250th Commission (RI250). They talk about Major General Nathanael Greene, Rhode Island's role in the American Revolution, and what Rhode Islanders can expect as the stat…

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"AI is Going to Take My Job!!!" ... But Is It? (Episode 237) 44:53

4M ago44:53

44:53

Ready for the truth about AI and copywriting? AI is shifting the way everyone does work. Including copywriters. YAWN! Boring. 🥱 Yup. That’s a headline that doesn’t get clicks. “AI is destroying these 5 industries” does get clicks. On this episode of the Build Your Copywriting Business podcast, Kate and I are having a conversation about how technolo…