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