![[Un]Churned by Gainsight](https://substackcdn.com/image/fetch/$s_!7AoO!,w_120,h_120,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Ffe2167ac-0bcf-4575-9712-8d5ef3588851_300x300.png)
![[Un]Churned by Gainsight](https://substackcdn.com/image/fetch/$s_!hKlf!,e_trim:10:white/e_trim:10:transparent/h_72,c_limit,f_auto,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fe14b36dd-52b9-48a3-9f93-3f6a459d55ff_1344x256.png)
Share from 0:00
0:00
/
Transcript
18 Months, 7,000 Customers, 67% Support Resolution: Inside Intercom's FDE Strategy ft. Diego Ballona (Intercom)
14 January 2026 | EPISODE 163 | 30 MIN | Why the FDE team structure requires three specific roles working together
![[Un]Churned's avatar](https://substackcdn.com/image/fetch/$s_!vkJ0!,w_108,h_108,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0464ad30-26c2-4f32-b429-ae4283dd5586_200x200.png)
![[Un]Churned by Gainsight](https://substackcdn.com/image/fetch/$s_!RxP1!,w_96,h_96,c_fill,f_auto,q_auto:good,fl_progressive:steep,g_auto/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2Fc5247e86-12b5-4642-a0ad-06d16587c90e_1400x1400.png){kind=small}
[Un]Churned Podcast
[Un]Churned is the no. 1 podcast for customer retention. Hosted by Josh Schachter, each episode dives into post-sales strategy and how to lead in the agentic era.
[Un]Churned is the no. 1 podcast for customer retention. Hosted by Josh Schachter, each episode dives into post-sales strategy and how to lead in the agentic era.Appears in episode
![[Un]Churned's avatar](https://substackcdn.com/image/fetch/$s_!vkJ0!,w_96,h_96,c_fill,f_webp,q_auto:good,fl_progressive:steep/https%3A%2F%2Fsubstack-post-media.s3.amazonaws.com%2Fpublic%2Fimages%2F0464ad30-26c2-4f32-b429-ae4283dd5586_200x200.png)
Recent Episodes
