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

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.

Ep 123: Intercom CEO on Endorsing Trump, Reinventing The Company, and the Future of AI in Software

The Logan Bartlett Show