In this episode of Lenny's Podcast, Eoghan McCabe discusses Intercom's successful transformation from a late-stage SaaS business to an AI-first, agent-based company. He shares insights into the challenges they faced, including plateauing growth and internal resistance, and the bold decisions he made to pivot towards AI, particularly with their AI agent, Finn. McCabe emphasizes the importance of embracing AI, even if it means disrupting existing business models, and the cultural shifts required to foster innovation and compete effectively. He also touches on pricing strategies, the need for founder-led decision-making, and the personal transformation he underwent during this period. Ultimately, McCabe advocates for a future where humans and AI collaborate to enhance customer experiences and drive economic growth.
Sign in to continue reading, translating and more.
Continue
