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October 9th, 2025PAC NYC

A summit for AI customer service leaders

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AI customer service has entered a new era.

Join 400+ leaders in New York City to explore the incredible opportunity of AI, and hear real stories from those who are embracing AI agents to transform their businesses.

Connect with other innovators and build the relationships that help you thrive in this new era.

Reasons to Attend

01

Hear Intercom leadership’s vision for the future of customer service and where AI technology is taking us.

02

Learn how customer service leaders are adopting AI-first strategies to deliver incredible experiences for their teams and customers.

03

See how Fin—the #1 AI agent for customer service—has rapidly evolved from handling simple questions to resolving complex issues and delivering higher-quality answers than any other AI agent.

04

Connect with peers, AI engineering PhDs, and AI solutions experts to understand the capabilities and performance of AI agents.

Featured Speakers

Learn from industry pioneers and leaders in AI customer service.

( October 9th, 2025 )

RESERVE YOUR SPOTIn-person + virtual

Agenda

Agenda

In-Person
(10:00 AM EDT)
(Pioneer stage)

Welcome to Pioneer

Eoghan McCabe, Intercom Founder and CEO, will welcome attendees to Pioneer, our flagship summit where we’ll explore the challenges and opportunities that AI presents to customer service leaders and executives.

Eoghan McCabe

Chief Executive Officer and Co-Founder
Intercom
(10:05 AM EDT)
(Pioneer stage)

AI Agent Keynote

Intercom’s Chief Strategy Office, Des Traynor, will offer his thoughts on the growing sophistication of AI agents and their role in our world. Hear his vision for AI customer service, including where we see the technology and the CS industry going.

Des Traynor

Chief Strategy Officer and Co-Founder
Intercom
(10:30 AM EDT)
(Pioneer stage)

Fin Keynote

See and experience our latest Fin product launches, including tools to analyse, train, test, and deploy Fin in countless ways with Intercom’s Chief Product Officer, Paul Adams.

Paul Adams

Chief Product Officer
Intercom
(11:25 AM EDT)
(The Blueprint Stage)

AI Solutions Panel

In this panel, CX leaders from three different industries share how they reshaped their teams, tools, and tactics to embrace real AI transformation. You’ll hear where bold bets paid off, when caution was called for, and what support leaders must do now to stay ahead in an AI-first world.

Meghan Haenn

Director, Customer Success
Intercom

Shane McCarthy

SVP Digital Product & Marketing
[solidcore]

Mathea Braatne

Operations Manager
Azazie

Michelle McGowan

Director of Operations
Rocket Money
(11:25 AM EDT)
(Innovator Roundtables)

Product Roadmap Session

This intimate product roadmap session will kick off with a presentation on what’s coming next for Fin in 2025. After that, we’ll open up the room for discussion and provide space for attendees to speak directly with Intercom’s VP of Product.

Brian Donohue

Vice President of Product
Intercom
(01:20 PM EDT)
(Pioneer Stage)

AI Trends + Strategy Session

Discover how cutting-edge AI trends are transforming customer service in this strategic, insight-driven session. We’ll explore emerging technologies, real-world use cases, and best practices for integrating AI into support operations.

More details coming soon.

Coming Soon

(02:30 PM EDT)
(The Blueprint Stage)

Solutions Workshop

Anthropic’s Head of Product Support Operations, Isabel Larrow, sits down with Junan Pang (Intercom’s VP of Customer Success & Solutions) to dive deep on what customer service can look like when AI is embedded from the ground up.

Get an inside look at the operations of an AI-native leader’s support org, with actionable strategic insights across our four blueprint pillars; people, architecture, economics and customer experience.

Junan Pang

VP Solutions & Customer Success
Intercom

Isabel Larrow

Product Support Operations
Anthropic
(02:30 PM EDT)
(Innovator Roundtables)

Evaluating AI Agents

In this roundtable, Intercom’s Senior Director of Engineering, Diego Ballona, will share guiding principles for evaluating AI agents. Then, hear directly from your peers as the session opens into a discussion focused on firsthand experiences testing AI—including bake-offs, benchmarks, lessons learned, and insights on choosing the right AI agent for your business.

Diego Ballona

Senior Director of Engineering
Intercom
(03:40 PM EDT)
(Pioneer Stage)

Off Script with Special Guests

Join us for a live recording of Off Script with a soon-to-be-announced special guest (stay tuned for more details). This session will focus on AI philosophy, ethics, and the relationship between AI and humans—both its transformative potential and what it means for the future of jobs.

Coming Soon

(04:25 PM EDT)
(Pioneer Stage)

Closing Remarks

So what's the next big thing in AI? Eoghan McCabe closes Pioneer with his predictions and vision for the future of customer service.

Eoghan McCabe

Chief Executive Officer and Co-Founder
Intercom

Pioneer 2024

Watch highlights from last year in London

At the inaugural Pioneer event last year, we discussed the future of AI and the work it would take to implement these technologies. Check out some of our most insightful, thought-provoking sessions from 2024.

FAQs

Who is this event for?

Pioneer is for industry leaders, Intercom users, and anyone interested in the impact and opportunity of AI in customer service.

How will this benefit my company? Why should I attend?

The time for speculation is over. AI is happening now, and customer service is one of the first industries to be completely transformed. Adapting to the AI-first world may mean the difference between a business getting ahead or falling behind.

Pioneer is an opportunity to connect with and learn from customer service leaders and tech experts. Together, we will define and inspire the future of the industry in the AI era.

What can I expect from the event?

Join the Intercom community for a day of thought leadership, networking, special product announcements, and a close-up look at Fin.

You can engage with our product, meet our executives, and participate in interactive town halls, workshops, and roundtable discussions. Our goal is for you to leave inspired and excited about how AI-first customer service can take your business to the next level.


For additional questions or concerns, email pioneer@fin.ai.