Appearances

Webinar

Fin

Fin Academy Live

May 21, 2026

I spoke at Intercom's Fin Academy Live on change management and rolling out AI for support without losing trust.

Details

Webinar

Profoundly

From Anonymous to Actionable: Turning Website Browsers into Buyers

March 12, 2026

Ran a Breakout Room at Profoundly's Annual Kickoff about using website deanonymization as an intent signal in HubSpot.

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Interview

Marketer Stories

How RB2B automated 99.3% of support tickets with AI and turned them into product insights

February 5, 2026

On implementing AI for customer care that helps you improve your product, the "don't make me think" principle behind AI features, and how to use RB2B to spot the 10% ICPs on your website.

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Report

Intercom

The 2026 Customer Service Transformation Report

January 28, 2026

Featured in the 'ROI becomes clearer with deeper integration' section.

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Podcast

Intercom

The Ticket

March 13, 2025

A conversation with Ruth O'Brien about how implementing Fin AI Agent helped build a scalable support system at RB2B that now automatically resolves 65% of inquiries.

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Report

Intercom

The 2025 Customer Service Transformation Report

January 28, 2025

Featured as one of five industry leaders in Intercom's comprehensive report on the future of customer service.

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Webinar

Intercom

The New Economics of Customer Service

December 5, 2024

Joined Elli Neeld from HoneyBook to discuss the financial impact AI has had on customer support, hosted by Ruth O'Brien.

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Report

Intercom

The New Economics of Customer Service

December 3, 2024

Featured in Intercom's 'The New Economics of Customer Serivce' report about how AI-first customer service breaks the linear growth model.

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Interview

Intercom

From complexity to clarity: Retention.com’s journey to consolidated customer service

November 19, 2024

Case study about transitioning primary support to Intercom at Retention.com

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Interview

The Information

New AI Business Model: Charging Customers Only When the Tech Works

September 6, 2024

Interviewed by Jon Victor about the financial, relationship, and cultural impact AI is having on customer support.

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Podcast

RB2B

UnF*ck My Startup

August 6, 2024

Guest on Adam Robinson's podcast discussing the use of AI in building a scalable support system.

Spotify Apple Podcasts

Webinar

Intercom

How to Get AI to Answer 50% of Support Requests Automatically

July 10, 2024

Spoke about deploying a fully operational AI support agent at RB2B from the ground up, hosted by Mark Iafrate.

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Webinar

Microsoft

Microsoft HoloLens Industry Summit 2.0

January 26, 2022

Presented on how mixed reality can reduce operational costs, minimize downtime, and enhance knowledge transfer.