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- AI Strategy (315)
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Stop Monitoring Systems—Start Monitoring Outcomes with Heartbeat Metrics That Protect Trust
Outcomes beat dashboards. By centering on heartbeat metrics—signals directly tied to customer value—you detect incidents faster, align engineering on what truly matters, and make SLAs meaningful.…
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Leading Support with AI Metrics: How CX Score Transformed Our Scale and Mindset
AI metrics have changed how I lead support, from the questions I ask to the processes I run. With CX Score, we went from limited CSAT…
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Cut Through AI Hype: A Product Leader’s Guide to Vet, Buy, and Deploy with Confidence
AI can deliver real outcomes, but only if you choose and implement it deliberately. I share the core concepts leaders need — RAG, vector search, agentic…
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The AI Support Blueprint: From Zero Playbook to 75% Resolution and a Reimagined Team
Rolling out an AI Agent doesn’t just change workflows—it reshapes the team itself. I share how we went from no playbook to a functional AI Support…
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A Bold Bet on React: How Intercom’s Shift Unlocked Speed, AI Flow, and Developer Joy
Bold, pragmatic bets on platform choices can unlock compounding gains in speed, quality, and developer happiness. Intercom’s move from Ember to React shows how to reduce…
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Harness the AI Storm: My Playbook to Elevate Support, Win Executives, and Protect Teams
AI has changed support overnight, expanding expectations while raising the stakes for leaders and teams. In this playbook, I share how to harness AI’s momentum—becoming the…
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Fin 3 Unleashed: The best AI agent for complex customer support across every channel
Fin 3 raises the bar for AI-powered customer service by tackling complex queries end-to-end and extending coverage across Voice, Slack, and Discord. Procedures combine natural language…
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From Support to Sales: The Unified Customer Agent That Supercharges Your Entire CX
A single, unified Customer Agent can transform the entire customer journey—from first touch to renewal—by eliminating the chaos of competing AI Agents. In this perspective, I…
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A Practical Operating Model for GenAI Product Discovery
A practical operating model for linking customer evidence, GenAI evaluations, field pilots, decision rights, and production learning without slowing teams.
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Build vs. Buy in the AI Era: Proven Strategies to Master Product Decisions and Speed
As a VP of Product Management, I approach build vs. buy as a product strategy decision—especially in the AI era. In this piece, I share a…
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