AI Strategy
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Never Lose Your AI Superpowers: How I Sync Context and Skills Across Every Device
Sharing 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,…
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Product Work Is Relationship Work: How I Align Stakeholders Faster and Cut Team Politics
AI 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…
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Stop Drowning in Tasks: How AI Marketing Agents Restore Focus and Maximize Impact
Marketers 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:…
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Inside the Most Politically Dangerous C‑Suite Role: Hard Truths on Culture, Layoffs, and Leadership
Culture 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…
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Stop Forcing AI to Prove ROI: A Product Leader’s Playbook to Measure Real Business Value
AI ROI isn’t elusive—it’s mismeasured. I outline a practical playbook that ties leading indicators to revenue, cost, and risk through a clear driver tree and disciplined…
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Beat AI FOMO: A Product Leader’s Playbook to Choose Tools, Stay Focused, and Learn Deeply
New AI tools launch daily, and the pressure to try them all can derail real progress. In this reflection on a timely conversation with Petra Wille…
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Join Me in April: Build a Continuous Interviewing Habit and Unlock Real Customer Insights
This April, I’m leading a community read of Chapter 5: Continuous Interviewing from “Continuous Discovery Habits,” with a practical guide, discussion prompts, and exercises you can…
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Never Stop Disrupting: Why the Fin API Platform Signals a New Era for Agentic AI
Disruption favors teams that move from features to agents—and the Fin API platform accelerates that shift. With a customer agent platform resolving over 2M issues weekly…
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Inside Banani: How a Canvas-First AI Designer Elevates UX and Accelerates Product Teams
Banani’s canvas-first AI designer reframes how teams access high-quality UX by generating design—not just code. I break down how the team handles parallel edits, per-screen context…
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Apex Arrives: Vertical AI That Beats GPT-5.4 on Customer Service Speed, Accuracy, and Cost
Apex is a new vertical model for Fin that outperforms GPT-5.4 and Opus 4.5 on speed, accuracy, and cost—now powering ~100% of English chat and email…
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Stop Flying Blind with AI Agents: Put Users at the Center with Pendo Agent Analytics
AI agents often launch fast but learn slowly because teams track deployments instead of outcomes. Enterprises are spending 93% of their AI budget building agents and…
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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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Meet Amplitude’s Always‑On AI Analysts: Instant Answers Without Dashboards or Reports
Manual dashboards, ad hoc reports, and replay review have long slowed decision-making for product, growth, and data teams. Always-on analysis changes that dynamic by turning questions…
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Agentic Architecture Demystified: How Modern AI Systems Plan, Learn, and Execute at Scale
Modern AI isn’t just a model; it’s an agentic system that plans, retrieves, acts, and evaluates in a tight loop. In this piece, I break down…
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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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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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Prevent Strategy Drift: AI that flags ‘merge conflicts’ in product plans before a quarter derails
What if you could spot strategy misalignment the moment it starts—before it torpedoes a quarter? I break down how “GitHub for product management” can surface merge…
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Battle-Tested AI Agent Orchestration Patterns for Reliable, Observable, Product-Ready Systems
Reliable agentic AI isn’t luck—it’s architecture, instrumentation, and disciplined release practices. In this guide, I share the orchestration patterns my teams use to deliver dependable, observable…
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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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