Getting deep with The 2026 Customer Service Transformation Report

About this episode

Bobby Stapleton and Ruth O’Brien discuss the findings of The 2026 Customer Service Transformation Report and the impact of AI on customer support.

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: https://www.intercom.com/blog/customer-service-transformation-report-2026/ Follow the people https://www.linkedin.com/in/bobbystapleton/ https://www.linkedin.com/in/ruthieob/ 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…

People in this episode

Host: Bobby Stapleton

Guest: Ruth O’Brien

Topics covered

• AI integration
• customer service
• support teams
• ROI
• consultative work

Keywords

• customer service
• AI
• support teams
• transformation report
• ROI

Mentioned in this episode

Organizations: Intercom

Books & works: The 2026 Customer Service Transformation Report

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