Why Most SaaS Companies Will Fail at AI (And How to Avoid It) with Intercom's CPO
•January 28, 2026
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Why It Matters
Early user reactions shape consumer expectations and adoption for high‑profile products like the Vision Pro, influencing sales momentum and developer interest. Realistic assessments help buyers and businesses gauge whether the device is ready for mainstream use or better suited to niche early adopters.
Summary
The presenter shares first-week impressions of the Apple Vision Pro, calling it a mind‑blowing but imperfect piece of technology. They signal both excitement and skepticism, suggesting the device delivers a powerful experience while leaving room for critique. The tone mixes fascination with cautious realism about its current capabilities and future potential.
Original Description
The Brutal Truth About Transforming a SaaS Company into an AI Company
Intercom's Chief Product Officer, Paul Adams, shares the unfiltered story of how they transformed from a struggling SaaS company with 5 quarters of declining growth into an AI-first company with a breakthrough product (Fin) that now handles 1M+ customer resolutions per week.
What You'll Learn:
Why AI transformation requires "refounding" your entire company - not just adding AI features
The self-harming decisions you must make to win (including parting ways with ~33% of your team)
How to go from 0 to 6,000+ AI customers with 65% average resolution rate
Why demos ≠ products and the "marketing overhang" problem
The complete shift in how you build software (empirical evaluation vs. traditional product development)
Why designers now ship code to production at Intercom
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