Latest Insights

What are you going to deliver matters when it’s easy to execute Your team can ship 10x more, but your judgement still doesn’t scale. “Why can’t we move faster?” is the question haunting product teams right now. The usual suspects: tech debt, decision debt, not enough hands. “Not enough resources” or “too many problems, pick […]

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 way they use Claude or ChatGPT in the browser: by asking questions. That works to […]

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 help desks like Zendesk, Freshdesk, and JIRA Service Desk. These systems are a good example […]

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 aren’t caused by unclear roles or missing accountability. They happen because no org chart maps […]

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 something and when you are “kicking the can” and papering over a deeper flaw. Before […]