Latest Insights

Thoughts on customer experience, product strategy, and data operations.
Exploring how technology can create meaningful impact.

Featured Posts

All Posts

Recent Posts

A hierarchy of agent needs

A hierarchy of agent needs

This episode’s toy: a virtual guitar where you can learn how to play songs, like this one. What’s...
Every manager has a rubric

Every manager has a rubric

Build your updates to answer the questions your team isn’t asking…yet Responses to weekly operating updates are not...