Getting deep with The 2026 Customer Service Transformation Report

The majority of support teams are now using and investing in AI – but only a select group who've gone deep with their implementation are truly pulling ahead. Bobby Stapleton, Senior Director of Human Support at Intercom, sits down with Ruth O’Brien, Senior Director of AI Support at Intercom, to unpack the key findings from "The 2026 Customer Service Transformation Report." Together, they explore how deeper AI integration is driving measurable ROI, reshaping support roles, and freeing teams to focus on higher-value, more consultative work. For all the insights, download the full report 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 .

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Getting deep with The 2026 Customer Service Transformation Report is an episode from Inside Intercom Podcast by podcast@intercom.com.

This episode is 00:24:42 long.

This episode was published on Jan 29, 2026.

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