London 10.10.2024
Register for the livestream
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Welcome to Pioneer
Pioneer Stage 10.30AM GMT
Eoghan McCabe, Intercom Founder and CEO, will welcome attendees to Pioneer, our inaugural summit where together we’ll explore the challenges and opportunities that AI presents to customer service leaders and executives.
The Next Generation of
AI-first Customer Service
Pioneer Stage 10.40AM GMT
Eoghan McCabe and Paul Adams will unveil our latest AI innovation, Fin 2, the most advanced AI agent in customer service, along with a groundbreaking new AI Insights solution. Paul will show how this technology can revolutionize your support operation–helping you drive scale, efficiency, and support quality to unprecedented heights.
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Innovator Spotlight:
Angelo Livanos, Lightspeed
Innovator Stage 11.30AM GMT
Angelo heads up support for Lightspeed's one-stop commerce platform,
empowering merchants to provide the best experiences across every channel. Having spent mostof his career supporting, building, and guiding teams across leading technologies, he's currently leaning into the AI revolution and helping shape the future
of customer support.
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This is Getting Real
Pioneer Stage 12.20PM GMT
The open questions raised by the rise of AI are now gradually getting answers. Intercom’s Chief Strategy Officer Des Traynor walks us through how AI went from possible to inevitable to certain. Discover how those who embrace rather than resist this change will be the ones to succeed in this time of incredible opportunity.
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Innovator Spotlight:
Natalie Hurst, Nuuly
Innovator Stage 1.05PM GMT
Natalie is a driven leader, passionate about building and maintaining strong relationships with Nuuly’s clients through thoughtful AI-first customer experiences. Using an integrated human + AI approach to customer experience has allowed Natalie’s team to scale their support alongside Nuuly’s exploding subscriber base—all while maintaining the highest level of customer satisfaction.
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Understanding Technological Transformation: Beyond
the AI Hype
Pioneer Stage 1.55PM GMT
Is the hype real? Renowned industry analyst Benedict Evans separates the signal from the noise, and explores what AI really means for the future of customer service. Be a part of this important conversation. Our two-part town hall includes a live Q&A with Evans and Intercom leaders.
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Innovator Spotlight: Constantina Samara, Synthesia
Innovator Stage 2.55PM GMT
With a rich background in psychology and a passion for innovation, Constantina has transformed how her team supports customers at Synthesia, a pioneering AI-driven video creation platform. Her unique understanding of both the opportunities and challenges of AI makes her insights invaluable for anyone looking to explore the future of customer service.
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Off Script with Special Guests
Pioneer Stage 4.30PM GMT
Join us for a live recording of Off Script with a special guest. We’ll look into the future of AI-first customer service and discuss how
AI is transforming the way businesses engage with their customers and the world we all live in.
Closing Remarks
Pioneer Stage 5.20PM GMT
So what's the next big thing in AI? Eoghan McCabe closes Pioneer with his predictions and vision for the future of customer service.
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INTRODUCTION
AI has evolved from
possibility to reality
There was a time AI was merely something that filled our imaginations with possibilities for the future. Now that it’s here, the future is a lot more clear. In customer service, we know that the majority of support will be delivered by AI at a higher standard than what is possible by humans alone. Thousands of innovative businesses are already succeeding at this by using Intercom’s Fin.
So at Pioneer, we’re going to focus less on the future, and more about how you can benefit from this technology today. Oh...and we’re also launching what will be the most advanced customer service AI agent by far—Fin 2.
AGENDA
Connect, learn,
and inspire
10.30AM GMT
OPENING REMARKS
Welcome to Pioneer
SPEAKER
Eoghan McCabe
CEO, Co-Founder and Chairman, Intercom
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10.40AM GMT
BUILT FOR YOU
Product Keynote:
The Next Generation of AI-First Customer Service
SPEAKER
Paul Adams
Chief Product Officer, Intercom
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11.30AM GMT
INNOVATOR SPOTLIGHT ONE
Lightspeed Commerce
SPEAKERS
Angelo Livanos
Senior Director, Global Support, Lightspeed Commerce
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Declan Ivory
VP, Customer Support, Intercom
12.20PM GMT
THOUGHT LEADERSHIP KEYNOTE
This is Getting Real
SPEAKER
Des Traynor
Chief Strategy Officer and Co-Founder, Intercom
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1.05PM GMT
INNOVATOR SPOTLIGHT TWO
Nuuly
SPEAKERS
Natalie Hurst
Director of Customer Success, Nuuly
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Bobby Stapleton
Senior Director, Human Support, Intercom
1.55PM GMT
TOWN HALL
Understanding
Technological Transformation: Beyond the AI Hype
SPEAKERS
Benedict Evans
Independent Analyst
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Des Traynor
Chief Strategy Officer and Co-Founder, Intercom
2.55PM GMT
INNOVATOR SPOTLIGHT THREE
Synthesia
SPEAKERS
Constantina Samara
Head of Support, Synthesia
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![](https://i-p.rmcdn.net/6603061e2db126002fd0a44c/4962732/image-36c49017-1ff5-4708-9c5d-004d03d602b8.png?w=124&e=webp&nll=true)
Declan Ivory
VP, Customer Support, Intercom
4.30PM GMT
OFF SCRIPT
Off Script with
Special Guests
SPEAKERS
Two special guests
to be announced
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5.20PM GMT
CLOSING
Closing Remarks
SPEAKER
Eoghan McCabe
CEO, Co-Founder and Chairman, Intercom
![](https://i-p.rmcdn.net/66845dc75b67c800182518c0/4962732/image-5031cbf8-cee7-4ea6-82c3-2c0701cb700e.png?w=124&e=webp&nll=true)
FEATURED SESSION
Beyond the AI Hype
with Benedict Evans
PIONEER STAGE 1.55PM GMT
In our interactive town hall, respected analyst, writer, and speaker Benedict Evans will discuss the hype surrounding AI and how to determine what’s a real opportunity—and what is merely a distraction. He’ll then sit down with Intercom’s Chief Strategy Officer Des Traynor for a live Q&A. Audience members will have a chance to ask their own questions, so come prepared to be a part of this critical conversation.
Benedict Evans is an independent analyst with experience in mobile, media and technology. He is an essayist and writes a weekly newsletter about the future of tech among other topics.
![](https://i-p.rmcdn.net/66845dc75b67c800182518c0/4962732/image-8e769dcf-b6c4-4acd-a0f2-b219af962292.png?w=1108&e=webp&nll=true)
REGISTRATION
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