The text discusses the challenges and changes faced by Intercom, a company, in 2020 due to the COVID-19 pandemic. The team adapted to working remotely, launching new features, and addressing the impact of the pandemic on their products and customers. They also focused on creating content that resonated with their audience, including posts on product design, conversational support, and diversity and allyship. The company's CEO, Karen Peacock, became a prominent figure in discussions around allyship and anti-racism. The team also explored topics such as remote communication, e-commerce, language evolution, solidarity during the pandemic, and mental health. Intercom's values of customer obsession and inclusion were highlighted through various content pieces, including podcasts and blog posts. Overall, the year was marked by significant changes and a focus on creating content that addressed the unique challenges of 2020.