AI and Saas Insights from Intercom, Box and Adobe - May 2026
- Apr 30
- 2 min read
Here is an on the ground report from some of the industry leaders. Some of these posts may be before May, however I am adding those here because I read them recently.
My objective is to share my learnings about Saas and what impact AI is having on Saas, Tech, customer acquisition, customer journey and more.
Here are AI and Saas insights from Intercom, Box and Adobe.
1 - The thriving story of Intercom -
Eoghan McCabe posted his journey on how he steered the company through the last 5 plus years. We all understand that AI is about rewiring some of the business landscape for good. One of the Ed Tech companies in the US lost most of its revenue to chat gpt as its users do not need a paid subscription or similar.
Impact of AI on products, company, revenue, customers, etc. is very much visible in some of the cases. Intercom was also impacted as Eoghan shares the entire story of how he navigated this through a period of 5 plus years.
Another similar analogy I remember is Adobe when it had a fear of getting displaced when cloud came. Adobe navigated it well and thrived … 😀
Here is the full story. Very inspiring for me; it will help you as well.
2 - How is Saas doing as of this month? Aaron Levie (CEO of Box)
Aaron is one of the most influential Saas CEOs as he built Box into a multi-Billion enterprise software behemoth. I recommend that you listen to him as he has a unique perspective because he works with hundreds of b2b enterprise executives. I connect with him as he is a perfect combination of sales, product, tech and finance.
Here are a couple of pointers from his talk -
In the agentic era, AI agents will pull data from a system of records (database) and use that data to execute workflow. It is in a good sense that part of the interface may become redundant; however a newer interface needs to emerge where users can give human input to improve AI agents actions. He mentions that legacy saas will not become valueless databases.
Another benefit he mentions regarding the traditional saas is that they have the data; so they have the context. It may be sometime till agentic layers become context aware to make the decisions faster and better … 🏆
We need to also watch out governance, security, privacy etc. considerations while working with agentic AI layers.
Here is the full video -
3 - Insights from Adobe Conference -
Here are top 3 bullet points -
All Saas companies are becoming agentic software companies and taking advantage of the distribution and partnership networks they have.
Agentic AI is helping Adobe penetrate into enterprises better and helping them expand their Total addressable market (TAM) exponentially … 🙋
Adobe is now trying to align their business model to that of Customer’s business outcomes. In Adobe conference, customers of Adobe do not think they can replace adobe seats with vibe coded tools.
Here is the video -
These have helped me understand how Saas is transitioning the AI move.
Hope this helps you too.
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