How Intercom rose from the ashes by betting everything on AI | Eoghan McCabe (founder and CEO)

In this episode of Lenny's Podcast, Eoghan McCabe, CEO of Intercom, discusses the company's successful shift from a late-stage SaaS business to an AI-first, agent-based model. McCabe shares insights into the challenges Intercom faced, including plateauing growth and strategic dilution, leading to his return as CEO and a company-wide transformation. He details the decision to go all-in on AI with their product FINN, the cultural changes implemented, including a return to a founder-led approach, and the difficult choices made, such as employee turnover and revamping pricing strategies. McCabe also touches on the broader implications of AI in customer experience and the future of work, emphasizing the importance of embracing AI to remain competitive and the need for humans to focus on uniquely human skills.