#191 CEO & Co-Founder Intercom, Eoghan McCabe: Second Beginning
May 20, 2024
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CEO and Co-Founder of Intercom, Eoghan McCabe, discusses the AI revolution in customer service, transformation in technology companies, embracing imperfection, authentic comms, and emotional growth. He explores the impact of loneliness on CEOs, importance of vulnerability, and the transformative impact of automation on knowledge work.
AI integration revolutionizes customer service and operational efficiency.
Success doesn't always equate to confidence; leaders grapple with insecurity.
Acknowledging vulnerabilities fosters authentic connections and personal growth.
Deep dives
Lessons Learned from Taking a Step Back
Stepping away from the grindstone allows for the synthesis of one's principles, providing insights unavailable in the hustle. Reflecting on personal performance from a distance can reveal core beliefs and motivations. Taking breaks enables a clearer perspective on self-improvement and growth.
Building Self-Awareness in the Face of Insecurity
Success doesn't always equate to confidence, with great individuals often grappling with insecurity and uncertainty. The public image of perpetual success contrasts with the private struggles and uncertainties faced by most. Recognizing and addressing internal struggles can lead to a more authentic and fulfilling journey.
Embracing Vulnerability for Connection and Growth
Acknowledging vulnerabilities and uncertainties can foster deeper connections with others, creating opportunities for support and growth. Many leaders struggle with projecting an image of strength while grappling with personal challenges in solitude. Openness and vulnerability can bridge the gap of perceived loneliness and enhance authentic connections.
Adapting to the Evolution of Technology and Business Models
The technology landscape is rapidly shifting with AI poised to revolutionize customer service and operational efficiency. Embracing AI integration can significantly enhance response times, customer satisfaction, and operational scalability. Companies must evolve to prioritize AI-driven solutions to meet the changing demands of modern business.
Navigating the Journey of Personal and Professional Growth
Personal growth intertwines with professional success, showcasing the complexity of self-improvement alongside strategic leadership. The process of healing, self-discovery, and overcoming internal barriers plays a pivotal role in achieving meaningful impact. Balancing traditional success metrics with inner fulfillment underscores the multifaceted nature of growth.
Fostering Resilience and Grit in Entrepreneurship
Grit embodies resilience, the ability to weather challenges, acknowledge setbacks, and persist in the face of adversity. Embracing pain, acknowledging vulnerabilities, and staying committed to the mission define the essence of grit. Success in entrepreneurship demands a blend of self-awareness, perseverance, and the willingness to navigate uncertainty with resilience.
Guest: Eoghan McCabe, CEO, Chairman, and Co-Founder of Intercom
“We are not ready for the degree to which our world is going to change,” says Intercom CEO Eoghan McCabe, “in insane and incredible ways.” When he co-founded the company in 2011, the Irish-born entrepreneur was making it easier for companies to offer human customer service to their customers. But Eoghan believes “every single type of knowledge work” will soon be done by AI, and Intercom is well on its way to that destination: 45 percent of all tickets are being answered by bots now, and he expects that number to climb to 70 percent by 2026. “The agents no longer have to do the repetitive, painful, boring work,” Eoghan says. “They can focus on the more human, creative, interesting work that requires their empathy and creativity.”
In this episode, Eoghan and Joubin discuss fitting in, Archana Agrawal, authentic comms, taking risks, returning to the company you founded, politics at work, celebrating innovation, therapy for founders, and Ram Dass.
Chapters:
(01:04) - Insecurity and success
(06:16) - What Intercom does
(08:20) - Reinvention and “big company values”
(15:50) - Becoming an AI company
(16:53) - 2011 vs. 2024 in San Francisco
(21:03) - AI for customer service — and more
(25:07) - “The shitty gift that being attacked brings”
(30:25) - Expectations vs. reality, part one
(33:16) - What success means now
(36:08) - Running away
(39:56) - Coming back
(41:58) - Being busy is BS
(44:10) - Expectations vs. reality, part two
(45:44) - Self-mastery
(50:38) - Sanding off the rough edges
(55:08) - Who Intercom is hiring and what “grit” means to Eoghan
