Proactive support is the holy grail of customer support - Interview with Paul Adams of Intercom artwork
Punk CX with Adrian Swinscoe

Proactive support is the holy grail of customer support - Interview with Paul Adams of Intercom

  • E362
  • 52:36
  • October 16th 2020

Today’s interview is with Paul Adams who is the SVP of Product at Intercom, which helps brands build their customer relationships through conversational, messenger-based experiences across the customer journey. Paul joins me today to talk about putting proactive support back on the agenda, what proactive support means for support teams, what’s stopping support teams getting started and the future of service and experience amongst a few other things.

This interview follows on from my recent interview – The difference and relationship between emotion, empathy and emotional intelligence in customer experience – Interview with Sandra Thompson – and is number 362 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Punk CX with Adrian Swinscoe

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service.

Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love.

Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues.

Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my latest book: Punk CX.