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
1:07 Eoghan McCabe’s Return to Intercom
2:35 Challenges and Learnings
10:18 Cultural Reset at Intercom
28:57 AI and the Future of Customer Service
30:45 Adapting to AI and Market Changes
42:34 Competitive Landscape and Strategy
48:03 Future of AI in Customer Service
49:58 The Evolution of Work
51:52 Challenges and Rewards of Leadership
56:19 Media and Public Perception
1:00:14 Political Endorsements and Reactions
1:09:45 Freedom Club and Cultural Influence
1:12:07 HR and Company Culture
1:29:09 Fundraising and Investor Relations
1:32:35 Final Reflections and Advice
Executive Producer: Rashad Assir
Producer: Leah Clapper
Mixing and editing: Sam Dewees and JR Bohannon
Check out Unsupervised Learning, Redpoint’s AI Podcast: https://www.youtube.com/@UCUl-s_Vp-Kkk_XVyDylNwLA
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About the Show
Logan Bartlett is a Software Investor at Redpoint Ventures – a Silicon Valley-based VC with $6B AUM and investments in Snowflake, DraftKings, Twilio, and Netflix. In each episode, Logan goes behind the scenes with world-class entrepreneurs and investors. If you’re interested in the real inside baseball of tech, entrepreneurship, and start-up investing, tune in every Friday for new episodes.
