Learn what made Intercom throw away it's playbook - Paul Adams (CPO, Intercom)

Intercom’s CPO Paul Adams joins The Product Experience to talk about how the company has radically transformed its approach in the wake of AI's acceleration. From ripping up roadmaps and reorganising teams to reinventing pricing models, Paul shares what it really takes to adapt—fast. Key takeaways "You’re not selling users anymore. You’re selling work."AI has shifted Intercom’s business model from seat-based to outcome-based pricing—charging per resolution, not per person."We ripped up our st...