Blueprint Strategy: Redesigning Customer Service for Strategic Impact
AI impact is accelerated by the teams, systems, and measurement models that support it.
Join Ruth O’Brien (Senior Director, AI Support, Intercom, building Fin) for two sessions focused on the organizational and economic shifts required to make AI transformation real—and measurable.
Session 1: Org Design & Transformation
In this session, Ruth presents a compelling case for evolving your organizational structure to meet the demands of AI transformation.
You will learn how to redesign team roles, ownership models, and decision-making processes to create an environment where AI can thrive.
By the end of this workshop, you’ll have the tools to create a more agile and responsive service organization, ensuring your team design is a catalyst for AI-driven strategic impact.
Session 2: Rethinking Customer Service Cost, Value and Performance
Transform your perspective on the economics of customer service.
We'll explore how AI is fundamentally reshaping cost structures and redefining what performance metrics truly matter.
You will learn how to measure the strategic impact of AI on customer lifetime value and brand loyalty, and gain a framework for rethinking your service budget and performance targets in a way that reflects the new realities of AI.
Session drivers:
Ruth O’Brien, Senior Director, AI Support, Intercom, building Fin
Beth-Ann Sher, Senior AI Knowledge Manager, Intercom, building Fin
Agenda:
1:15 pm — Doors open and check-in
1:45 pm — Session 1 / Org Design & Transformation
3:15 pm — Session Break (15 Mins)
3:30 pm — Session 2 / Rethinking Customer Service Cost, Value and Performance