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Marketing Analytics 2026: Bold Predictions to Win with AI, Experiments, and First‑Party Data
Read more: Marketing Analytics 2026: Bold Predictions to Win with AI, Experiments, and First‑Party DataMarketing analytics is shifting from reporting to real-time decision-making in 2026. Expect a unified analytics platform, rigorous experimentation with minimum detectable effect (MDE), and gen AI copilots that are explainable and governed. Causality and incrementality will replace vanity metrics, while retention analysis becomes the north star. Activation loops will turn insights into immediate in-product actions,…
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Why Betting on Amplitude Paid Off: My Take on Dan Grainger’s High-Impact Migration
Read more: Why Betting on Amplitude Paid Off: My Take on Dan Grainger’s High-Impact MigrationThis is a story about transforming analytics into an engine for product-led growth. By migrating to Amplitude and prioritizing user-friendly analytics, non-technical teams can self-serve insights without relying on analysts. Strong data governance and a unified analytics platform create trust, consistency, and speed across the organization. Treating the migration like a product initiative—complete with stakeholder…
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Own Your AI: 4 Essential Roles to Supercharge Support and Prevent Performance Drift by 2026
Read more: Own Your AI: 4 Essential Roles to Supercharge Support and Prevent Performance Drift by 2026AI doesn’t fail because models are weak; it fails when no one owns performance. In this third installment of my 2026 customer service planning series, I break down the four roles that prevent drift and unlock compounding gains: AI operations lead, knowledge manager, conversation designer, and support automation specialist. I show how each role operates…
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AI vs. Human Judgment in Customer Interviews: The Hard‑Won Lessons That Changed My Mind
Read more: AI vs. Human Judgment in Customer Interviews: The Hard‑Won Lessons That Changed My MindI’ve changed my stance on using AI for customer interview analysis and synthesis after six months of hands-on experiments. AI raises the floor for beginners, but it accelerates experts even more—especially when we separate analysis from synthesis and keep interview quality high. The most reliable workflow I’ve found is expert + AI: let models draft…
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From Output to Outcomes: How I Align Stakeholders Around a True Product Operating Model
Read more: From Output to Outcomes: How I Align Stakeholders Around a True Product Operating ModelShifting to a true product operating model means moving from “shipping roadmaps of features (output)” to achieving “business results (outcomes).” In this first-person playbook, I share how I align Sales, Marketing, Customer Success, Finance, and other stakeholders around outcomes vs output OKRs. You’ll see how empowered product teams, product trios, and continuous discovery reduce risk…
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Unlock AI Product Roadmaps: Essential Tools Every PM Needs to Prioritize and Ship Faster
Read more: Unlock AI Product Roadmaps: Essential Tools Every PM Needs to Prioritize and Ship FasterThe AI era demands roadmaps that learn as fast as your customers do. In this first-person playbook, I share how I connect AI strategy to product roadmapping and sprint planning, prioritize with outcomes vs output OKRs, and accelerate discovery with gen AI and LLMs for product managers. I lean on continuous discovery and experimentation to…
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AI Product Owner in 2026: The High-Impact Role Every Team Needs to Win With AI
Read more: AI Product Owner in 2026: The High-Impact Role Every Team Needs to Win With AIThe AI Product Owner is the keystone role that converts AI strategy into measurable outcomes. I explain how it differs from traditional Product Management, the core responsibilities across discovery, experience, governance, and delivery, and the skills that matter in 2026. You’ll learn how to use an AI product toolbox and modern analytics to speed learning…
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Marketing Analytics in 2026: Bold, Data-Driven Predictions to Outperform Your Market
Read more: Marketing Analytics in 2026: Bold, Data-Driven Predictions to Outperform Your Market2026 will reward teams that connect marketing analytics directly to product usage and revenue outcomes. I outline how to unify product, marketing, and CRM data into a single source of truth and move from vanity metrics to value moments. Expect gen AI to accelerate analysis while disciplined methods like MDE and cohort retention keep decisions…
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Unlock Clarity and Confidence: How the New CX Score Transforms Every Customer Conversation
Read more: Unlock Clarity and Confidence: How the New CX Score Transforms Every Customer ConversationCustomer expectations are rising, and traditional surveys only capture a sliver of what actually happens in support. I built the new CX Score to give leaders a complete view across every meaningful conversation—no CSAT or NPS required. The updated model adds deeper context (effort, emotion, feedback, and answer quality) for broader coverage and clearer explanations.…
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Design Your Community of Practice: Proven Strategies for Continuous Learning and Growth
Read more: Design Your Community of Practice: Proven Strategies for Continuous Learning and GrowthCommunities of practice don’t happen by accident—they’re designed. In this reflection, I break down two complementary ways to learn (from people and with people), plus a practical playbook for curating a Personal Learning Network, running peer circles, and turning curiosity into deliberate practice. You’ll see how personal knowledge management compounds insight, why public commitments deepen…
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The Customer Service Roles AI Needs to Thrive: A Practical Playbook for High-Impact Support
Read more: The Customer Service Roles AI Needs to Thrive: A Practical Playbook for High-Impact SupportAI is changing the shape of customer support, shifting teams from queue management to system performance. I outline the four foundational roles—AI operations lead, knowledge manager, conversation designer, and support automation specialist—that unlock measurable gains in quality and resolution. I also show how enablement, QA, and workforce management must evolve, and why the player-coach leadership…
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The Hidden ROI of Win‑Backs: Reactivate Dormant Users Faster, Cheaper, and With Lasting Impact
Read more: The Hidden ROI of Win‑Backs: Reactivate Dormant Users Faster, Cheaper, and With Lasting ImpactReactivating dormant users delivers faster growth at a lower cost than net-new acquisition because it leverages stored intent, existing setups, and prior trust. By segmenting at-risk, dormant, and churned-eligible cohorts, you can tailor win-back messages to the exact activation friction each group faces. Tools like Amplitude analytics, Intercom, and Pendo make it easy to target…
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