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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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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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5 powerful ways I use Pendo MCP to bring product analytics into ChatGPT, Claude, and Cursor
Pendo MCP brings product analytics directly into Claude, ChatGPT, and Cursor, so insights follow me wherever I work. I can triage anomalies, prep discovery with behavioral…
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Product Management Isn’t Dead: Why ‘Product Builders’ Will Win in the AI Era—and How to Upskill Now
“Is product management dead?” Not even close. The role is evolving as AI raises the baseline, compresses cycle time, and nudges the classic product trio toward…
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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 I Used Claude Code to Run a Full Content Audit in Hours—and Uncovered Big SEO Wins
I put Claude Code to work on a full SEO content audit and was surprised by how quickly it produced credible, data-backed insights. By loading my…
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February Fin Breakthroughs: Master complex workflows, natural voice, 2-minute Shopify, smarter ops
This February, we removed four major constraints holding AI agents back: complexity in automation, voice quality under pressure, Shopify setup friction, and helpdesk overhead. Procedures and…
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Real-Time Answers in Slack and Teams: How Amplitude’s Global Agent Elevates Product Decisions
Bringing Amplitude Global Agent into Slack and Microsoft Teams lets my teams ask questions in-channel and get source-backed analytics, charts, and recommended actions like A/B tests—no…
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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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12 Game-Changing Updates to Fin Procedures & Simulations for Complex Queries
I’m announcing 12 major upgrades to Fin’s Procedures and Simulations that help teams safely scale agentic AI for complex, multi-step customer workflows. Build Procedures faster with…
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Human-in-the-Loop Mastery: Proven Oversight Tactics That Elevate AI Quality and Trust
Human-in-the-loop oversight is the most reliable lever I use to improve AI quality and build trust. By combining retrieval-first pipelines, prompt engineering, and eval-driven development with…
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How Deep AI Transforms Support Into Proactive, Omnichannel CX—No Extra Headcount Needed
AI is finally giving support teams the “breathing room” to focus on customer experience instead of firefighting. In 2026, investment is shifting toward omnichannel consistency so…
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How to Build an AI-Native Go-to-Market Operating System
A practical blueprint for redesigning revenue workflows around AI agents, human handoffs, rigorous evals, shared CRM state, and clear ownership.
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Implementing AI Agents That Scale: My Playbook for One‑Person Departments with Amplitude
This playbook shows how to turn agentic AI from a promising demo into a dependable “one-person department” that owns real outcomes. I share how to map…
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An End-to-End AI Product Workflow From Discovery to Deployment
A practical workflow for turning customer evidence into a bounded AI use case, measurable evaluations, a guarded rollout, and a reliable production loop.
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Multi‑Agent Systems Demystified: Why One AI Isn’t Enough—and How I Ship Faster With Many
Multi-agent systems turn a single clever model into a reliable product engine by coordinating specialized agents—planner, executor, and verifier—inside robust AI workflows. I use a retrieval-first…
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Deeper AI Integration, Clearer ROI: How Mature Deployments Redefine Support Economics
AI can deliver quick efficiency wins, but the real ROI emerges when it is deeply integrated into support workflows. As deployments mature, teams move from tracking…
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