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

<p><strong>Eoghan McCabe</strong> is the founder and CEO of Intercom, a customer service platform that has successfully pivoted to become an AI-first company with its agent product, Fin. After stepping away from the CEO role in 2020 due to health issues, Eoghan returned to find the company’s growth had stalled. Just one month after his return, ChatGPT launched, and within six weeks, Intercom had a working prototype of what would become Fin. In this conversation, Eoghan shares the brutal reality of transforming a late-stage SaaS business valued at multiple billions into an AI-first company that’s now growing faster than most public software companies.</p><p><strong>We discuss:</strong></p><p>1. Why Eoghan believes most late-stage companies won’t survive the AI transition</p><p>2. The “founder mode” transformation that required firing 40% of staff and resulted in 98% employee satisfaction</p><p>3. Why having “nothing to lose” is the ultimate advantage in AI transformation (and why comfor...