From siloed to seamless: What it really takes to unify the customer journey

When customer experience lives in silos, customers feel the gaps — and businesses miss opportunities to build loyalty. In this episode, John Durocher, Chief Customer Officer at Calix, joins Intercom’s Senior Director of Human Support Bobby Stapleton to discuss how breaking down silos, embedding customer success into every team, and using AI for smarter frontline support can transform the customer journey. They also dig into why trust, simplicity, and attention to small details are key to creating standout experiences. Watch on YouTube: https://youtu.be/dXgbGKpSEvk?si=9AAgNy4-vQvRzrBJ Follow the people: https://www.linkedin.com/in/johndurocher/ https://www.linkedin.com/in/bobbystapleton/ Newsletters: Sign up for The Ticket: A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter Follow The Ticket podcast: Apple Podcasts https://podcasts.apple.com/gb/podcast/the-ticket-discover-the-future-of/id996103731 Spotify: https://open.spotify.com/show/6zlcXgcd2kX9E4cbQTCsR9 YouTube: https://www.youtube.com/playlist?list=PLlCIldMZCaFrn43ZNAiw00icA-nRW5wVF RSS Feed https://art19.com/shows/inside-intercom Say hi: LinkedIn: https://www.linkedin.com/company/intercom/ X: https://x.com/intercom Get a free trial of Fin, our breakthrough AI chatbot, here: https://www.intercom.com/fin www.intercom.com See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.