Paul Adams
31 Jan 2026Moltbot, Musks $1T Birthday, Synthesia CFO & Intercom CPO Join, Zuck 2x CAPEX
Paul Adams on Intercom's Fin Bet & Post-Truth Marketing
Intercom's Paul Adams recounts betting the company on AI right after ChatGPT launched, pattern-matching the iPhone moment and reasoning that customer service was about to be 'turned inside out.' He explains why a product leader now runs marketing — deep product understanding wins new tech cycles, and buyers want real people and real demos amid AI slop — plus collapsing the product-to-sales chain and the mission of perfect customer experiences via a single customer agent with agency. He closes with his Facebook days working with global brands like Nike and Starbucks on the platform.
30 Jan 2026Moltbot, Musk's $1T Birthday, Synthesia CFO & Intercom CP Join
Intercom's Paul Adams on Fin & Post-Truth Marketing
Intercom's Paul Adams explains how the company bet the business on AI right after ChatGPT launched, building Fin, the customer service agent that hands off to humans, now expanding toward a single customer agent spanning service, sales and success. He discusses his research on why Google beat Yahoo in prior tech cycles, the shift to real, unpolished video over 'AI slop' in a post-truth marketing era, collapsing the chain between product, sales and customers, Fin's mission of 'perfect customer experiences' with agency and memory, oversubscribed in-person events like Blueprint, and his early days at Facebook working with Nike, Coca-Cola and Starbucks.