Fighter's World

Mar 7, 2026 · Artificial Intelligence

How Intercom Defied the ‘SaaS Is Dead’ Narrative with an AI‑First Turnaround

Amid headlines proclaiming SaaS’s demise, Intercom’s CEO returned, killed the legacy business, and drove the AI‑first Fin product to $100 M ARR, cutting $60 M of old revenue while reshaping culture, pricing, organization, and technology to secure irreversible growth.