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EP 123: Intercom CEO on Endorsing Trump, Reinventing The Company, and the Future of AI in Software
Manage episode 450309009 series 3308502
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: Justin Hrabovsky
Check out Unsupervised Learning, Redpoint's AI Podcast: https://www.youtube.com/@UCUl-s_Vp-Kkk_XVyDylNwLA
🎙 Listen to the show
Apple Podcasts: https://podcasts.apple.com/us/podcast/the-logan-bartlett-show/id1606770839
Spotify: https://open.spotify.com/show/5WqBqDb4br3LlyVrdqOYYb?si=3076e6c1b5c94d63&nd=1
Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9zb0hJZkhWbg
🎥 Subscribe on YouTube: https://www.youtube.com/channel/UCugS0jD5IAdoqzjaNYzns7w?sub_confirmation=1
Follow on Socials
📸 Instagram - https://www.instagram.com/theloganbartlettshow
🐦 Twitter - https://twitter.com/loganbartshow
🎬 Clips on TikTok - https://www.tiktok.com/@theloganbartlettshow
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.
140 episoade
Manage episode 450309009 series 3308502
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: Justin Hrabovsky
Check out Unsupervised Learning, Redpoint's AI Podcast: https://www.youtube.com/@UCUl-s_Vp-Kkk_XVyDylNwLA
🎙 Listen to the show
Apple Podcasts: https://podcasts.apple.com/us/podcast/the-logan-bartlett-show/id1606770839
Spotify: https://open.spotify.com/show/5WqBqDb4br3LlyVrdqOYYb?si=3076e6c1b5c94d63&nd=1
Google Podcasts: https://podcasts.google.com/feed/aHR0cHM6Ly9mZWVkcy5zaW1wbGVjYXN0LmNvbS9zb0hJZkhWbg
🎥 Subscribe on YouTube: https://www.youtube.com/channel/UCugS0jD5IAdoqzjaNYzns7w?sub_confirmation=1
Follow on Socials
📸 Instagram - https://www.instagram.com/theloganbartlettshow
🐦 Twitter - https://twitter.com/loganbartshow
🎬 Clips on TikTok - https://www.tiktok.com/@theloganbartlettshow
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.
140 episoade
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