The Customer Experience Podcast
The Customer Experience Podcast

Episode 135 · 1 month ago

135. Creating Conversational Relationships With Thousands of Customers w/ Ali Biggs


The best conversation that you can have with a customer is one in which they don’t walk away without answers. That might sound obvious, but the path to arriving there requires you to know exactly how to balance bot and human — and how to transition seamlessly between them.

In this episode, I interview Ali Biggs, Senior Director of Product Marketing at Intercom, about marketing for a conversational relationship platform (CRP).

Ali also talked with me about:

- The relationship between EX and CX

- The conviction that relationships with customers are paramount

- Utilizing bots to converse at volume

- Where to position product marketing for greatest effect

Check out these resources we mentioned during the podcast:

- Lauren Vaccarello

- Nybll

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