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Inside 27,000 AI Sessions: What Real Users Taught Me About Designing High-Trust Agents
Read more: Inside 27,000 AI Sessions: What Real Users Taught Me About Designing High-Trust AgentsI analyzed 27K real-world sessions to understand how people truly prompt AI agents under pressure. The strongest behaviors were iterative co-creation, trust-seeking through transparency, and preference for small, verifiable steps. Retrieval-first strategies and disciplined context window management consistently improved outcomes. UX nudges—examples, one-click refinements, and clear uncertainty—mattered as much as model quality. These insights now…
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Why MCP Is Transforming Product Management: Field-Tested Lessons from Miro, Atlassian & More
Read more: Why MCP Is Transforming Product Management: Field-Tested Lessons from Miro, Atlassian & MoreMCP has quickly moved from buzzword to operating advantage, especially as leaders at companies like Miro and Atlassian explore its potential. I frame MCP evaluations around strategy fit, product-led growth impact, and outcomes vs output OKRs. The path to value is disciplined: instrument A/B tests, accelerate adoption with in-app guides, and tie insights back to…
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Never Lose Your AI Superpowers: How I Sync Context and Skills Across Every Device
Read more: Never Lose Your AI Superpowers: How I Sync Context and Skills Across Every DeviceSharing AI context files and skills across devices—and with teammates—shouldn’t be painful. In this first-person walkthrough, I break down the real-world pitfalls I hit with Dropbox, iCloud, and GitHub, and why I ultimately standardized on Obsidian Sync for reliable, low-friction collaboration. You’ll see how absolute paths break links, where skills live by default, and when…
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Cracking the Hardest Percentages: Turn Complex Support into Scalable, Trust-Building Automation
Read more: Cracking the Hardest Percentages: Turn Complex Support into Scalable, Trust-Building AutomationComplex queries are the smallest slice of most queues, yet they dominate handle time and define customer trust. In my experience, the fastest path to higher automation rates is deploying agentic AI that executes multi-step actions, not just answers FAQs. With Fin Procedures, teams have seen over 1.5 million conversations handled and a 28.93% CSAT…
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Product Work Is Relationship Work: How I Align Stakeholders Faster and Cut Team Politics
Read more: Product Work Is Relationship Work: How I Align Stakeholders Faster and Cut Team PoliticsAI can speed up delivery, but it can’t replace the human work of product management: aligning stakeholders, navigating competing incentives, and creating shared understanding. In this first-person reflection on “Product Work Is Relationship Work,” I share the practices I use to reduce politics and increase velocity—outcome clarity, continuous discovery, and the improv principle “Yes, and.”…
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From High-Touch Swarms to Scalable Product: Turning Customer Signals into High-Impact Features
Read more: From High-Touch Swarms to Scalable Product: Turning Customer Signals into High-Impact FeaturesHigh-touch customer work produces the sharpest insights, but it rarely scales—unless you turn those learnings into repeatable workflows and, ultimately, productized features. I use a three-level model to do exactly that: swarms for high-signal discovery, Cockpit to operationalize insights across many accounts, and product to deliver generalized, self-serve capabilities. Along the way, automation taxonomy and…
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How We Taught Agentic AI to Speak Product Analytics—and Unlocked Actionable Insights
Read more: How We Taught Agentic AI to Speak Product Analytics—and Unlocked Actionable InsightsI describe how we taught agentic AI to understand the nuanced language of product analytics and deliver trustworthy answers grounded in our metric catalog and event taxonomy. By building a retrieval-first pipeline, rigorous definitions, and role-aware tools across Amplitude analytics and Pendo, we reduced ambiguity and sped up decision-making. Eval-driven development and strong governance improved…
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Net Recurring Revenue Mastery: How Elite CS Teams Drive Expansion, Retention, and Growth
Read more: Net Recurring Revenue Mastery: How Elite CS Teams Drive Expansion, Retention, and GrowthNet Recurring Revenue (NRR) reveals whether growth from your existing customers is compounding or eroding. I share a practical, product-led playbook that uses onboarding, in-app guides, and retention analysis to accelerate time-to-value and unlock expansion. With clear QBRs for strategy and OKRs for execution, teams align around measurable outcomes. Journey mapping and experimentation turn insights…
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How We Taught Agentic AI to Speak Product Analytics—and Unlocked Actionable Insights
Read more: How We Taught Agentic AI to Speak Product Analytics—and Unlocked Actionable InsightsI describe how we taught agentic AI to understand the nuanced language of product analytics and deliver trustworthy answers grounded in our metric catalog and event taxonomy. By building a retrieval-first pipeline, rigorous definitions, and role-aware tools across Amplitude analytics and Pendo, we reduced ambiguity and sped up decision-making. Eval-driven development and strong governance improved…
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Stop Drowning in Tasks: How AI Marketing Agents Restore Focus and Maximize Impact
Read more: Stop Drowning in Tasks: How AI Marketing Agents Restore Focus and Maximize ImpactMarketers don’t have a volume problem—they have a focus problem. AI multiplies effort, but without outcome clarity it only accelerates busywork. I outline a practical playbook: anchor on outcomes vs output OKRs, map a driver tree to identify high-leverage work, deploy a focused set of marketing agents, and instrument results with Agent Analytics and eval-driven…
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Inside the Most Politically Dangerous C‑Suite Role: Hard Truths on Culture, Layoffs, and Leadership
Read more: Inside the Most Politically Dangerous C‑Suite Role: Hard Truths on Culture, Layoffs, and LeadershipCulture isn’t a perk—it’s a product. In this first-person reflection on the most politically charged seat in the C‑suite, I share why HR must think like marketing, how to navigate a two- to 2.5‑year layoff hangover, and when to favor protein over sugar in feedback. You’ll learn how to be your exec team’s HR business…
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Commercial vs. Internal Products: Hard Truths, High Leverage, and How I Make the Call
Read more: Commercial vs. Internal Products: Hard Truths, High Leverage, and How I Make the CallInternal products quietly drive customer experience, margin, and speed—yet they’re often underfunded. Commercial products expand scope with positioning, pricing, and GTM complexity, making them harder to get right. I share how I decide where to invest using outcomes vs output OKRs, a rigorous build vs buy calculus, and continuous discovery. You’ll see how capacity guardrails…
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