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.