Eoghan McCabe

You don't have a choice. AI is going to disrupt every category in the most aggressive, violent ways. The question isn't whether to get in. The question is whether you're willing to pay the price to actually be competitive — or whether you're going to sprinkle some AI on top and call it a strategy.

Fin went from $0 to $100M ARR in under 3 years. We charged 99 cents per resolved ticket. When we launched, it cost us $1.20 per ticket. You price from value, not cost. The cost is your problem. We always knew model costs would come down. They did.

I did 10 years of weekly therapy. People think it softens your edge. It doesn't. It removes the edges that make you ineffective — the insecurity, the ego, the defensiveness. On the other side is a leader who sees clearly, communicates authentically, and stops being surprised by their own reactions.

The way greatness is created: find a CEO willing to make brave, hard decisions and own the results. Not committees. Not consensus. Not deferring to senior hires who've never done it before. Brave + hard + owned. That's it.

I came back to Intercom and rewrote the values specifically to cut out the parts of the company that weren't going to survive what was coming. Strong opinions, high standards, shareholder value as north star. It was extremely controversial. 40% of the company turned over. The other 60% built Fin.