Intercom’s resurgence began with a high-stakes pivot to AI following ChatGPT’s release. Within six weeks, the company developed a working prototype of Fin, an AI-powered customer support agent. To enable this transformation, McCabe restructured the company, shifting into 'founder mode,' which included significant layoffs and a cultural reset. Despite initial pushback and even internal coup attempts, the strategy paid off: employee satisfaction soared to 98%, and Fin began growing at over 300%. Intercom also reimagined its pricing model, moving from one of the most criticized in SaaS to a value-based system charging just $0.99 per resolved ticket. McCabe emphasized that companies with nothing to lose have a unique advantage in the AI era, and that only those willing to fully commit will survive. He also reflected on personal growth, leadership evolution, and the importance of embracing both logic and emotion in business.