Eoghan McCabe is the CEO and cofounder at Intercom, an AI customer service platform. Intercom has raised over $240M, and was last valued at $1.3B in 2018. After spending 9 years building the company, Eoghan left Intercom in 2020, but he’s since returned, reshaping Intercom and pioneering its pivot to an AI-first service. This episode highlights his unabashed takes on leaning into your intuition as a founder, and his perspectives on the critical junctures in company building.
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In today’s episode, we also discuss:
- Eoghan's reflections since leaving Intercom
- The value of intuition and first-principles thinking
- The changes Eoghan made upon returning to Intercom
- How Eoghan increased Intercom's productivity by 41%
- Tactical advice on hiring top talent
- Why you can't make small improvements in big categories
- Crafting a culture of ruthless honesty and transparency
- Why software branding is in crisis
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Referenced:
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Where to find Eoghan:
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Where to find Brett Berson:
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Where to find First Round Capital:
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Timestamps
0:00:00 - Founder intuition vs. standard practice
0:25:00 - Silicon Valley knowledge loops
0:28:13 - Building an executive team
0:36:38 - Eoghan’s return to Intercom
0:42:02 - Transparent and honest leadership
0:46:42 - Changing Intercom’s strategy
0:54:22 - AI and category disruption
1:03:17 - How Intercom thinks about brand
1:10:40 - Eoghan’s inspirations
