In this episode of Lenny's Podcast, Eoghan McCabe, the CEO of Intercom, discusses the company's successful transformation from a late-stage SaaS business to an AI-first, agent-based model. McCabe shares the challenges Intercom faced, including plateauing growth and internal resistance, and how the launch of ChatGPT prompted a strategic shift. He details the cultural changes, including embracing a "wartime company" mentality, rewriting company values, and making difficult personnel decisions. McCabe also touches on Intercom's pricing strategy, the importance of founder-led decision-making, and his vision for the future of AI in customer experience and beyond, emphasizing the need for companies to adapt to the AI revolution to remain competitive. He also candidly shares personal reflections on leadership, ego, and the importance of mental health.
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