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Gamma’s AI Pivot: Why the Blank Page Mattered More Than AI
Gamma’s pivot shows how to find an AI-native wedge, prove activation, price real value, and absorb enterprise demand without losing focus.
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Operating Lessons from Plaid’s COO for Scaling Through Change
Plaid COO Eric Sager’s operating approach shows how capacity, customer ownership, decision trade-offs, delegation, and onboarding can support resilient growth.
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Stop Support Tickets Before They Start: How AI Unsticks Users and Lifts Conversions
Stuck users don’t just stall—they open tickets and quietly abandon funnels. By pairing behavioral analytics, session replay, and targeted in-app guides with an AI Assistant, it’s…
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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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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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How Customer Success Builds a Repeatable NRR Expansion Engine
A practical operating model for turning onboarding, adoption, risk signals, and product usage into durable retention and well-timed expansion.
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From Chaos to Clarity: My Proven Playbook to Scale an Analytics Taxonomy That Sticks
Too many teams drown in scattered events and conflicting metrics. I share the playbook I use to scale an analytics taxonomy that actually lasts: start 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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Stop Losing Customers: Predict Churn with Digital Analytics and Act Before It’s Too Late
Churn is predictable when we treat it as a forecasting problem and wire analytics into daily operations. I map leading indicators like activation, time-to-value, and feature…
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I Built a ‘Pendo Wrapped’ in 10 Minutes with Pendo MCP to Boost Adoption and Delight Users
I used Pendo MCP to build a lightweight, narrative-style “Pendo Wrapped” in under 10 minutes, turning existing analytics into a compelling in‑app experience. By focusing on…
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4 Proven Ways to Keep Employees Informed and Engaged—from Onboarding to Lasting Adoption
Employee engagement improves when we treat internal tools like products with activation moments, in-app guides, and continuous discovery. I personalize onboarding with product tours, measure time-to-first-value,…
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Unlock Travel & Hospitality Growth: Product Benchmarks and Metrics Top Teams Rely On
Benchmarks transform intuition into a clear product strategy for travel and hospitality. In this narrative, I share the key product metrics I rely on—activation, search-to-book conversion,…
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Stop Choosing: Blend Inside-Out and Outside-In Thinking to Accelerate Product-Led Growth
Inside-out and outside-in thinking aren’t tradeoffs—they’re a flywheel for product-led growth. Blend a sharp product strategy with continuous discovery and real usage data to drive adoption…
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Master the Five Stages of Software Experience Maturity and Prioritize What to Fix First
Experience quality compounds, and a five-stage maturity model turns that truth into a practical plan. Use it to align teams, prioritize the right fixes, and link…
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Four High-Impact Lifecycle Journeys to Run in Pendo Orchestrate for Activation and Retention
Pendo Orchestrate makes it possible to deliver the right message at the right time across the entire customer lifecycle. I run four core journeys—onboarding, activation, expansion,…
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Product Analytics for Everyone: Master Funnels, Retention, and Conversion to Drive Growth
Product analytics becomes a superpower when it’s owned by the whole team, not just analysts. In this piece, I break down how funnels, retention, and conversion…
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Activation to Win-Back: A Practical Retention System
Build a lifecycle operating system that defines activation, repairs retention leaks, and wins dormant users back by restoring meaningful product value.
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Contextual Onboarding: A Practical System for Faster Activation
Learn how to define activation, route users by real product context, and test onboarding without mistaking completed steps for customer value.
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From Activation to Retention: A Practical Experiment System
A practical system for defining activation, proving its link to retention, and running experiments that improve durable product use.
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Inside-Out vs Outside-In: How I Balance Both to Build Products Users Love—and CFOs Trust
Balancing inside-out and outside-in thinking is how I ship products users love and the business can trust. I set a clear product thesis, then validate it…
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Browse topics
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