The most dangerous outcome of unlimited building capacity is that you can become very good at fixing symptoms without eliminating the root cause. The bottleneck moved from technical risk to judgment. You need to know when a fix teaches you…
State machines help you answer “when” and “why” for customer changes Picture this: you run a query and find the count of active customers. Next week, you run the same query and get a different number. In the perfect data…
Knowing how Agents trigger, execute, and log raises the chance you’ll use them well – it also happens to be good engineering. I just submitted my first PR for an Agent, and learned a lot in the process. The biggest…
Support teams are the early-warning radar for customer journey breaches Product-led teams often talk about their customer journey as the measure for delivering the customer promise. When they spend more time building a journey map in Figma than translating it…
Make it easy to ship story-first graphics with Whether you write consistently or not, you need to compelling visuals to get attention. I’ve noticed the most effective illustrations are simple, well-produced graphics that look like hand-crafted slide deck graphics.…
Moving from “what’s going on” to “what does it mean” For a good portion of my career, I’ve been waiting for a robot to build me slides in a slide presentation. Not just any slides, but the kind of infographics…
3 ways to make sure your knowledge base performs better with AI Answering customer questions with AI is a hot topic these days. Set the context of your company, ingest some content from a knowledge base or documentation site, and…
libraries like Chart.js + simple weather data combine with a prompt to compare weather data in two sample cities Effective dashboards mean answering a small set of questions exceptionally well. You can have a beautiful design that progressively reveals information…
Chatbot outputs sometime seem like magic. The first time you feed a PDF to Google’s Notebook LLM tool and get a podcast that explains the document to you, it feels like magic. The second time you do the same thing,…
Build a trust flywheel with customers by reinforcing the link between intent and location We’ve all been there. You start using a product and get an email that arrvives so that you can finish verifying your account. Clicking the link…
