In this episode of the In-Depth podcast, Brett Berson interviews Eoghan McCabe, co-founder and CEO of Intercom, about his experience leaving and then returning to the company to reshape its direction. Eoghan reflects on trusting his intuition, moving away from Silicon Valley best practices, and focusing on customer needs. He discusses Intercom's shift in product strategy towards customer service, doubling down on AI, and the branding and positioning work that accompanied these changes. Eoghan also shares his unconventional approach to performance management, emphasizing honesty and creating a company culture that attracts and retains top talent.
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