Incidents and outages are inevitable. Losing customer trust doesn’t have to be.

Join Fin.ai and incident.io for an evening on what great leadership looks like when things break, and why incident response is as much a customer experience issue as it is a technical one.

Declan Ivory (VP of Customer Support, Intercom, building Fin) and Lawrence Jones (Founding Engineer, incident.io) will share how high-performing teams think about incidents: how they prepare for failure, communicate with clarity under pressure, and make decisions that customers remember long after the issue is resolved.

The conversation will explore how incident response has changed in an AI-first world, from internal coordination to external communication, and what separates teams that react from teams that lead.

Eric Fitzgerald (Manager, Customer Support, Intercom, building Fin) will then ground the discussion with a practical walkthrough of Intercom’s playbook for delivering excellent customer experience during incidents and outages, including how AI agents can support faster, more consistent communication when it matters most.

Expect honest lessons, concrete examples, and time for open discussion with peers facing the same challenges.

What you’ll take away:

How strong incident leadership builds (or breaks) long-term customer trust.
What leaders often underestimate about communication during outages.
How support, engineering, and leadership teams should work together under pressure and how AI can alleviate this pressure.
A practical playbook for maintaining high-quality customer experience during incidents and outages.

Speakers:

Declan Ivory, VP, Customer Support, Intercom (building Fin.ai)
Lawrence Jones, Founding Engineer, incident.io

Agenda:

6:00 pm — Doors open, snacks & networking
6:30 pm — Fireside panel with Lawrence Jones & Declan Ivory
7:00 pm — Demo: Using AI in your incident response and customer comms
7:15 pm — Audience Q&A
7:30 pm — Networking & happy hour

Who should attend:

Support leaders, engineering leaders, product leaders, and operators responsible for incident response, customer communication, or service reliability.

Fin x incident.io Transforming Incident Response with AI