What made Intercom throw away its product playbook - Paul Adams (CPO, Intercom, Facebook, Google)

Intercom's CPO Paul Adams discusses the company's strategic shift in response to the AI revolution, emphasizing a move from seat-based to value-based pricing. This transition, particularly with their AI agent FIN, involves pricing based on resolutions rather than seats, aligning costs with customer value. Adams highlights the challenges faced by the sales team in adapting to this new model and the rapid changes in AI technology. Intercom is now structured around fluid workstreams instead of fixed teams. The company focuses on a two-month planning horizon to maintain flexibility. Adams also addresses the human impact of these changes, stressing the importance of open communication and preparing employees for evolving roles in an AI-driven landscape.