Fin Conversations Ep5: End of Year Review 2025

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. Watch the video here: Follow the people 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. Say hi LinkedIn: X: See Privacy Policy at and California Privacy Notice at .

You can listen to Fin Conversations Ep5: End of Year Review 2025 online on Radio and Podcast. Open the player on this page to stream the available audio.

Fin Conversations Ep5: End of Year Review 2025 is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:16:50 long.

This episode was published on Dec 19, 2025.

Yes. Use the heart button on the episode page to add it to your favorite episodes list.

Yes. This page shows related episodes from Inside Intercom Podcast when more episodes are available from the podcast feed.