Episode

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

Eoghan McCabe, founder and CEO of Intercom, describes turning a stalling, decade-old SaaS business into an AI-first company built around Fin, its customer service agent now growing toward 100 million in ARR. He details the founder-mode turnaround: cutting costs, picking a single strategy, rewriting company values, outcome-based pricing at 99 cents per resolved ticket, and roughly 40% employee turnover including a soft coup attempt. He also discusses AI's effect on jobs, why Intercom alumni become founders, and his own transformation through therapy.