With innovation units, there’s no need for the traditional rules and regulations that typically bound a more established organization. No need to get saddled with historical tech debt or antiquated third-party tools. Progress gets measured by learnings – not growth, revenue, or retention –, so you get to try new ideas, take bigger risks, move fast and break things. And that’s what we’re exploring on this episode. While foolproof strategies to newer, disruptive threats are still unknown, creating innovation-driven divisions within a company may just help you solve the Innovator’s Dilemma.
You’ll hear from:
Sherif Mansour, Product Manager at Atlassian
Neil Caron, VP of Product at Gartner
Jeff Loomans, Senior IT Manager at Vermeer Corporation
Beth McEntee, Intercom Senior Editor
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Off Script: Into the future with AI-first Customer Service
Exploring customer service career paths in the age of AI
Unpacking the impact of AI on CX with PartnerHero's Mercer Smith
Moment of truth – Fin AI Copilot in practice
How Fin AI Copilot changes the game for support teams
Introducing Off Script: Des Traynor on the AI revolution
Stacy Sherman on how to design customer experiences that drive loyalty
Fueling the AI machine with the knowledge it needs
How AI is transforming customer service tech stacks
Amplitude’s Jenna Elliott on navigating the future of customer success
Understanding the changing economics of customer service in the age of AI
Making magic: Simon T. Bailey on the platinum service principles that create lifelong customers
Exploring Intercom's Customer Service Trends Report for 2024
Rewind: Jeff Vincent on solving customer problems
Intercom on Product: Riding the AI wave in 2024
CX leader Camille E. Acey on the evolving dynamics in customer service
Synthesia CEO Victor Riparbelli on how generative AI is transforming video
Inside Intercom 2023 in Review
Rewind: CX author Dan Gingiss on turning customers into your own salesforce
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