The Ticket: Strategies for getting executive buy-in to adopt AI-first CS [Video]

One question I often get from customer service leaders I chat with is, “How do I get buy-in for AI-first customer service from execs and company leadership?”

This week on our customer service podcast, The Ticket, we asked a couple of our wonderful customers and Declan Ivory, Intercom’s own VP of customer service, how they approached it.

TL;DR: Success starts with the story you’re telling. You need to understand how to tap into the exec mindset, “test” your theory, and showcase the results and possibilities on an ongoing basis. Here are a few mic drop moments:

Trial, test, iterate

Every business is different. As Constantina Samara, Head of Support at Synthesia, puts it, “It’s really important that you test and trial AI in the way that will work for your company. Learn from your team and slowly and gradually start rolling it out.”

“Make them part of that journey and bring them into your scoping sessions”

To …