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Fin Conversations Ep5: End of Year Review 2025

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Manage episode 525076476 series 1321127
Content provided by [email protected]. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by [email protected] or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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.

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.

  continue reading

485 episodes

Artwork
iconShare
 
Manage episode 525076476 series 1321127
Content provided by [email protected]. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by [email protected] or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

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.

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.

  continue reading

485 episodes

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