This Week in Startups

Great Builders & Success First with Intercom’s Eoghan McCabe | E1962

Jun 8, 2024

Eoghan McCabe, Co-founder and CEO of Intercom, shares insights from his journey leading the company through change. He discusses the transformative impact of AI on customer service, emphasizing the balance between automation and human interaction. McCabe also dives into what makes a great manager and the challenges of strategic thinking in the SaaS world. Additionally, he highlights the importance of fostering a supportive culture for tech creators amidst the evolving landscape of innovation and entrepreneurship.

01:28:28

Creator website

Episode guests

Eoghan McCabe

AI Summary

Highlights

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Episode notes

Podcast summary created with Snipd AI

Quick takeaways

AI advancements in customer service require a balance of automation and human oversight for accuracy.

Tech startups like Rabbit and Humane Pin drive innovation through risk-taking and resilience.

AI tools like Grammarly democratize writing skills, but creativity remains essential for distinctiveness.

Deep dives

The Future of Personal Computing

In the future of personal computing, conversational AI is expected to advance, allowing fast-paced interactions and seamless experiences for users. The key will be the rapid development of AI capabilities to handle complex tasks and provide personalized assistance. The form factor of devices like glasses, pins, and watches will shape how users interact with AI, blending virtual and physical worlds. Despite the shift towards ambient computing, screens will still play a role in enhancing user experiences, while novel technologies like the Tiny Pod and Daylight Tablet cater to new demands for simplicity and focus.

Evolution of Customer Service from Answering Questions to Taking Action

01:48

Discussion on Varying Standards in AI: Google, Apple, and New Product Launches

02:41

Building a Winning Team Based on Values and Commitment

03:44

Intro

3min

Heritage and Opportunity

5min

Navigating Digital Customer Service and B2B Opportunities

5min

Strategic Thinking for Startup Success

6min

Navigating Software Management and the Future of Innovation

4min

Navigating AI in Software Development

4min

The Paradigm Shift of Automation and Human Experience

2min

The Evolution of Customer Support Through AI

2min

Revolutionizing Customer Support with AI Technology

2min

10.

Navigating the AI Customer Service Landscape

21min

11.

The Future of Personal Computing: Disruption and Evolution

4min

12.

The Value of Human Creativity in a Tech-Driven World

11min

13.

Building Resilience for Business Success

16min

14.

Maintaining Identity Beyond Success in Entrepreneurship

2min

15.

The Great Infrastructure Debate: Comparing Regions and Progress

2min

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Todays show:

Intercom’s Eoghan McCabe joins Jason to discuss: the state of the business at Intercom and his return as CEO (8:33), the future of customer service with AI (24:28), what makes a great manager (59:36), and more!

Timestamps:

(0:00) Intercom’s Eoghan McCabe joins Jason. (1:50) Family history of the two McCabe’s: Jason and Eoghan. (5:49) The kindness and dedication of Intercom’s co-founder Des Traynor. (8:33) What Intercom is, the state of the business and Eoghan’s return as CEO. (10:41) LinkedIn Ads - Get a $100 LinkedIn ad credit at http://www.linkedin.com/thisweekinstartups (12:37) Looking at overlap and adjacencies when you are building SaaS products. (16:36) The brilliance of the pre-seed pricing model, and is it broken? (19:47) .Tech Domains - Apply for the “Jam with JCal” contest today at https://www.jamwithjcal.tech (22:16) What is next for companies with. SaaS-based pricing. (24:28) The future of customer service and AI. (30:30) Northwest Registered Agent - For just $39 plus state fees, Northwest will handle your complete business identity. Visit https://www.northwestregisteredagent.com/twist today. (36:09) Expectations from AI one year from now. (45:23) Breaking down the negative press and social reaction to the Humane Pin. (52:34) What the world will look like as conversational AI develops. (59:36) What makes a great manager and the “return of the king” at Intercom.

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