Photo by TECNIC Bioprocess Solutions on Unsplash Almost half of UK citizens (47%) have now used a generative AI tool proactively, according to a 2025 Deloitte study. But here’s the thing: most people use AI like a glorified search engine.…
Photo by Aleksandr Popov on Unsplash Thanks for reading! Let me know if there’s a topic you’d like me to cover. A cool thing you can do right now with LLMs (ChatGPT, Claude, Gemini, or similar) is ask them how…
Ascending the customer service pyramid for AI/Agents What’s your first response when you see a service interruption or lapse as a customer? As a process nerd, one thing that often comes to mind is whether the service lapse happened because…
Photo by Markus Winkler on Unsplash The first time I saw a personalized web page, I thought it was magic. Not only did it show you something interesting that it remembered about you, it put your name in lights and…
Photo by Roger Ce on Unsplash I want to build a time machine. Let me be more specific. I want to create a log of events that’s so good it identifies the events that are very likely to predict churn.…
An example of the Market Map concept, applied to the CRM market Choosing Software is … complicated In a perfect world, selecting your next software tool to solve a problem is easy! Your need is well-defined, you know all of…
Photo by Luca Onniboni on Unsplash Writing in the age of AI reminds me of the first word processors (and typewriters). These magical boxes did … exactly what you wanted them to do and more. Instead of using correction fluid…
Two-player mode in Old School Rally Thanks for reading! Let me know if there’s a topic you’d like me to cover. The promise of no-code and low-code tools is compelling. We want to democratize software development and make it accessible…
Photo by The New York Public Library on Unsplash We’re making the same mistake with AI that early car manufacturers made with automobiles – we’re building rehashed versions of existing applications instead of reimagining what’s possible. As Pete Koomen points…
This is only one facet of the problems you run into when you don’t build internal tooling — the team creates what they need and runs with it Why waiting for perfect software is slowing your team down You’ve seen…
