Eoghan McCabe, Intercom's chairman and former CEO, is returning to lead the company as CEO, replacing Karen Peacock who stepped down from her role. Eoghan had previously led the company from 2011 to 2020 before stepping down and asked Karen to take over. He has expressed a vision for Intercom to become the dominant platform in the customer support space, going head-to-head with Zendesk. Eoghan also thanked Karen Peacock for her hard work and loyalty to the company, acknowledging her significant contributions during her tenure as CEO and COO. The transition is expected to be smooth, with Karen taking on an advisory role to support the change.