The End of Software as we know it

AI doesn't just help you do work, it does the work. Learn why Intercom rebuilt its entire 13-year-old company around this single, powerful principle.

#1about 1 minute

Betting the entire company on the AI transformation

Intercom risked its entire business by pivoting to an AI-first strategy after recognizing the historic potential of the new technology wave.

#2about 3 minutes

Understanding technology adoption through S-curves

Major technological shifts like AI follow a predictable S-curve of adoption, leading to massive second and third-order societal effects.

#3about 2 minutes

Shifting from a long-term to a short-term strategy

In the fast-moving AI era, companies must abandon stable 18-month roadmaps in favor of a flexible, short-term strategy that adapts every three months.

#4about 3 minutes

Reimagining the business with an AI-first mindset

Transitioning to AI requires a systemic change across the entire business, from product and sales to branding, rather than just bolting on AI features.

#5about 3 minutes

Blurring roles and empowering designers to ship code

Traditional roles like product manager, designer, and engineer are converging, requiring generalists who can "build to think" and contribute across disciplines.

#6about 3 minutes

Navigating the uncertainty of building AI products

Unlike traditional software, building AI products involves constant uncertainty about technical capabilities and value, requiring deep partnership with customers to validate ideas.

#7about 5 minutes

Replacing stable teams with flexible work streams

To increase speed, the traditional org structure was replaced with temporary, outcome-focused work streams led by a Directly Responsible Individual (DRI).

#8about 5 minutes

Adopting unpolished, high-speed marketing

Marketing must match the accelerated pace of AI development by shifting from slow, polished campaigns to fast, authentic, and experimental "building in public."

#9about 2 minutes

Competing with speed in an undefined market

In the AI era where competitors are unknown and can emerge from anywhere, the primary competitive advantage is the ability to move fast and reinvent the company.