January 2017People who are powerful but uncharismatic will tend to be disliked.
Their power makes them a target for criticism that they don't have
the charisma to disarm. That was Hillary...
When millions of conversations flow through your platform daily, reliability isn’t just a technical metric – it’s the foundation of customer trust.
At Intercom, where our AI Agent Fin resolves...
Last week I released Protocollie. Built in 4 days with languages I don’t know, without even directly touching the code. People keep asking “how?” but I’m not entirely sure...
I’m on my way to Chicago for the day to give several talks on Give First: The Power of Mentorship and spend time with my long-time friend, Troy Henikoff. I enjoy...
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"It's all about location, location, location" is the old but humorous business adage about...
September 2017The most valuable insights are both general and surprising.
F = ma for example. But general and surprising is a hard
combination to achieve. That territory tends to be picked
clean, precisely...
Customer expectations have never been higher.
People expect fast, accurate, and effortless support, every time. And across industries, from ecommerce to financial services to...