Caroline Glackin is Head of Support Operations & Optimisation at Intercom, where she leads the operational engine powering the company’s global Customer Support organisation. With more than 25 years of experience in Technology and Customer Service, she has built and scaled high-performing support operations in fast-growth environments, delivering operational excellence through high-performing teams, clear processes, and thoughtful application of technology. At Intercom, Caroline's area of responsibility includes areas such as Enablement, Quality Assurance, Continuous Improvement, Analytics, and Workforce Management for the Customer Support organisation, - ensuring the team delivers exceptional, scalable, and efficient customer experiences. She has played a central role in Intercom’s Customer Support team transition to an AI-first support model, helping evolve the organisation to combine human expertise with AI at scale. Passionate about the impact of Generative AI, Caroline is focused on building and scaling an AI-first customer support organisation - where automation, insights, and human expertise work seamlessly together to deliver consistent, intelligent, and high-quality customer experiences.