Eoghan McCabe returned to the CEO seat at Intercom with a mission to shake things up. Over the past two years, he's been reinventing the company’s culture, leading with zero apologies, and transforming Intercom into an AI-driven powerhouse. In my latest conversation, we dive into Eoghan’s journey back to Intercom after a two-year break, his blueprint for turning a software company into an AI leader, and the tactics he uses to keep Intercom running like a high-intensity startup. Eoghan also shares his thoughts on personal freedom and his controversial endorsement of Donald Trump.
Eoghan McCabe returned to the CEO seat at Intercom with a mission to shake things up. Over the past two years, he's been reinventing the company’s culture, leading with zero apologies, and transforming Intercom into an AI-driven powerhouse.
In my latest conversation, we dive into Eoghan’s journey back to Intercom after a two-year break, his blueprint for turning a software company into an AI leader, and the tactics he uses to keep Intercom running like a high-intensity startup. Eoghan also shares his thoughts on personal freedom and his controversial endorsement of Donald Trump.
[0:00] Intro
[1:33] Eoghan McCabe's Return to Intercom
[3:01] Challenges and Learnings
[10:44] Cultural Reset at Intercom
[29:23] AI and the Future of Customer Service
[31:11] Adapting to AI and Market Changes
[43:00] Competitive Landscape and Strategy
[48:29] Future of AI in Customer Service
[50:24] The Evolution of Work
[52:18] Challenges and Rewards of Leadership
[56:45] Media and Public Perception
[1:00:40] Political Endorsements and Reactions
[1:10:11] Freedom Club and Cultural Influence
[1:12:33] HR and Company Culture
[1:29:35] Fundraising and Investor Relations
[1:33:01] Final Reflections and Advice