So Intercom has increasing market share, and they're increasing investment in it, but it is henceforth to be considered "baggage" and a past to be destroyed? Is this Innovator's Dilemma or Osborne Effect? Either way I'm glad I don't manage the Intercom team with my CEO writing stuff like this.

<s> On the other hand, look how well this same argument worked out for Block. </s>

Now I'm curious. What's Block?