Product Management Leadership
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How to Scale AI Customer Experience Without Losing Quality
Build an AI CX quality system that combines risk-based monitoring, explicit scorecards, human review, and a closed product improvement loop.
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Bad Advice from Your AI Clone? Ethics, IP, and How Product Leaders Protect Quality
AI “clones” can sound like you while giving advice you’d never give. In this analysis, I unpack the ethics, IP risks, and product-quality pitfalls of building…
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How to Build Scalable, AI-Ready Product Documentation
A practical operating model for creating reliable, versioned product knowledge that serves customers, support teams, and AI assistants.
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A Practical Strategy for Foundational AI Platforms and Analytics
A practical framework for choosing platform capabilities, closing governance gaps, linking AI evaluation to analytics, and scaling adoption.
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A Product Leadership System for Faster, Clearer Execution
A practical operating system for clearer ownership, smaller batches, faster decisions, stronger quality, and outcome-focused product teams.
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Outcomes vs Outputs: How I Stopped the Feature Factory and Drove Real Product Impact
Most teams say they value outcomes over outputs, yet daily habits still reward shipping. In this article, I share clear definitions, hard-won examples, and diagnostic tests…
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Staying Sane as a Product Leader: Practical Strategies I’m Using from Teresa Torres & Petra Wille
Feeling overwhelmed is rational in a world of infinite inputs and finite attention. I’m applying small, values-driven actions—guided by “Something is better than nothing”—to stay grounded…
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How We Automated 81% of Customer Support with AI—While Uplifting CX, Speed, and ROI
Automating 81% of support with AI didn’t happen by accident—it required an AI-first strategy, tight knowledge management, and rigorous conversation design. By deploying Fin across our…
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From Resolutions to Outcomes: How We Price AI Agents Fairly and Amplify Customer Value
AI pricing should align with real, measurable value. Resolutions were a great starting point, but as Fin now handles complex, multi-step, and human-in-the-loop workflows, success is…
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Inside Zipline’s Wild Pivot: My Take on Hiring Heat-Seekers and Scaling to 5,000 Hospitals
Zipline’s arc—from near-dead robotics to drone blood delivery in Rwanda—offers a standout playbook for product leaders. I break down why hiring “heat-seeking missiles for pain” beats…
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Amplitude Mobile Engagement: A Practical Activation Playbook
A practical system for using Amplitude guides, surveys, behavioral analytics, and controlled experiments to improve mobile activation and retention.
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How Customer Success Builds a Repeatable NRR Expansion Engine
A practical operating model for turning onboarding, adoption, risk signals, and product usage into durable retention and well-timed expansion.
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Kill Your Darlings: Why I Sunset ‘Successful’ Products to Fuel Real Portfolio Growth
Letting go of “profitable but flatlining” products is one of the hardest calls we make as product leaders, yet it’s often the move that unlocks real…
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How to Scale AI Across the Customer Experience Without Silos
A practical model for extending AI beyond support with shared context, clear ownership, journey-level metrics, and controlled rollout gates.
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Stop Selling Your Roadmap: Win Stakeholder Trust by Showing Your Work, Not Conclusions
Racing to ship AI features is easy; shipping the right ones isn’t. In this playbook, I share how I win stakeholder trust by showing my work—walking…
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From Chaos to Clarity: My Proven Playbook to Scale an Analytics Taxonomy That Sticks
Too many teams drown in scattered events and conflicting metrics. I share the playbook I use to scale an analytics taxonomy that actually lasts: start with…
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Lost in the Woods: 5 Survival Patterns Every Product Leader Must Master Now
Feeling “lost in the woods” with your product strategy is more common than most leaders admit. I break down five survival patterns—freeze, chase shortcuts, follow the…
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Experience Mapping for Product Discovery That Drives Decisions
Learn to scope, co-create, test, and maintain an experience map that turns scattered customer knowledge into sharper discovery decisions.
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From Tickets to Strategy: How AI Is Rewriting Support Careers—and Why Now Is the Moment
AI is reshaping support from the ground up, shifting work from ticket handling to strategic system improvement. Teams report updated job descriptions, more time spent training…
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Scaling Enterprise Sales from $0 to $3.5B: CRO Lessons, MEDDIC Mastery, and GTM Truths
Enterprise scale isn’t magic; it’s disciplined execution. Drawing lessons from Snowflake’s rise, I break down how the CRO role evolves from $10M to $1B+, why The…
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