Start with a single page web site
The blank page seems bigger with LLMs when you invite them into your file explorer. How do you go from zero to one by starting with something interesting and then end up with an app? Most people start the same…
gregmeyer
From Tickets to Conversations
Who wants a ticket? Customers want conversations Most customer service communications systems aren’t explicitly broken. They’re still doing exactly what they were designed to do. But the way they are doing it is not longer what customers expect. Take ticket…
Why focusing on the customer journey fixes the ownership problem
When you align teams on the customer journey, you get a unified result Who owns the customer experience, really? When a problem happens, we typically point at the team that owns that feature in the product. But most ownership problems…
What do you build when you can build anything?
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…
A State Machine answers “when” and “why” for customer changes
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…
Critical questions ops leaders need to ask when building Agents
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…
5 Customer Journey Axioms Teams Actually Use
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…
Ship story-first graphics on demand with this modern graphics library
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.…
Stop building slides and start building stories
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…
If your AI seems wrong, check your knowledge base
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…
