Photo by Christian Stahl on Unsplash Automations are amazing when they work. They let us respond to a query, route a ticket instantly, or fill in the blanks to make it easier to complete a manual process. These scripts or…
When content is out of date, customers get confused Content management is not typically the top item on your list of technology to build. The simple reason is that strictly speaking, you don’t need to build that technology. It’s just…
Introducing agents into your workflow It’s a familiar refrain at this point. You know you need to bring AI agents into your workflow. Without a doubt, agents are able to take action more reliably and more cheaply than humans, if…
It’s been about three years since AI features started appearing broadly in consumer software and you might have noticed a trend that’s accelerating. AI sparkles (that’s what I call the use of the “Ask AI and ✨ emoji”) are going…
Photo by Nick Fewings on Unsplash Not long ago, the product manager role was defined by discovery and handoff. PMs interviewed customers, ran “jobs to be done” workshops, sketched flows in Figma, wrote a PRD, and then passed it to…
A sequence diagram takes a complicated flow and explains what happens In 2012, our Elasticsearch service broke at a SaaS company where I was working. It was an operational and technical failure that left hundreds of customers with impaired use…
Photo by Jahanzeb Ahsan on Unsplash You know that feeling when your team is drowning in work? When every task feels urgent, every request seems important, and you’re constantly starting new things but never finishing anything? I learned the hard…
Photo by Markus Winkler on Unsplash It’s the problem that everyone knows. A customer request gets lost between sales and support. A bug report sits in the queue because engineering never got the full context. A project deadline slips because…
Photo by Brett Jordan on Unsplash We wanted to help teammates to start using AI as a practical tool and stop thinking about it as magic, and thought a “speed dating” style demo would help. The goal was to have…
Photo by Chris Ried on Unsplash I have many ideas that I want to build. But it’s not always easy to estimate the level of effort to build. I’ve often gotten stuck halfway through an idea and struggled to create…
