product management leadership
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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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Inside Zipline’s Wild Pivot: My Take on Hiring Heat-Seekers and Scaling to 5,000 Hospitals
Zipline’s arc—from near-dead robotics to drone blood delivery in Rwanda—offers a standout playbook for product leaders. I break down why hiring “heat-seeking missiles for pain” beats…
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Kill Your Darlings: Why I Sunset ‘Successful’ Products to Fuel Real Portfolio Growth
Letting go of “profitable but flatlining” products is one of the hardest calls we make as product leaders, yet it’s often the move that unlocks real…
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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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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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March CDH Book Club: Master Experience Mapping to Align Teams and Accelerate Discovery
Join me for March’s CDH Book Club as we dive into Chapter 4: Visualizing What You Already Know. We’ll practice experience mapping to unlock team alignment,…
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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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Scaling Enterprise Sales from $0 to $3.5B: CRO Lessons, MEDDIC Mastery, and GTM Truths
Enterprise scale isn’t magic; it’s disciplined execution. Drawing lessons from Snowflake’s rise, I break down how the CRO role evolves from $10M to $1B+, why The…
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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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Stop Blurring the Lines: Clear Product–Engineering Boundaries to Boost Quality and Prevent Burnout
Blurry lines between product and engineering lead to burnout, slow delivery, and quality problems. I share a practical model that restores clarity: product trios own the…
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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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Build a Support System That Scales: How Product Leaders Maximize Impact with Delegation and AI
Feeling stretched thin as a product leader? This reflection distills a practical playbook for scaling your impact without adding hours to your calendar. Learn why executive…
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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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Why “Figma Is Not the Source of Truth”: My Playbook for Design Leadership That Scales
I share a practical playbook for design leadership built around a simple truth: Figma is not the source of truth—customers are. You’ll learn how to align…
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From Chaos to Clarity with Claude Code: My Hands-On Playbook for Product Leaders
I take you inside my hands-on system for turning Claude Code from a clever demo into a dependable teammate. You’ll see how I set up /init…
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Build CX Scores You Can Defend: My 5-step playbook for transparent, trustworthy AI metrics
Support leaders shouldn’t have to take a metric on faith. I explain how we built CX Score to be transparent, statistically validated, and aligned with expert…
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Delegated Decision-Making: Build a System That Scales
A practical system for assigning decision rights, teaching judgment, setting escalation triggers, and reviewing outcomes without taking control back.
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How Product Leaders Turn AI Agents Into Adopted Workflows
A practical framework for choosing an agent workflow, defining safe autonomy, measuring real adoption, and scaling only when outcomes improve.
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Build Your Personal Operating System with Claude Code: A Playbook for Focus, Speed, Clarity
A personal operating system turns scattered inputs into decisive action, and Claude Code is the catalyst I use to make it real. In this playbook, I…
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Stop Groupthink in Hiring: Proven Product-Led Tactics to Make Faster, Fairer Decisions
Hiring isn’t broken so much as it’s often badly designed. I unpack how AI-driven application volume, sprawling interview loops, and fuzzy criteria fuel groupthink and derail…
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