#leadership

What Today’s Media Can Learn from the Civil Rights-Era Black Press

Is having a high customer support ticket volume ever a good thing?

Volume tells you something happened. It can't tell you what to do about it until you know why. The same number can mean a critical bug or a fast-growing customer base.

AI in customer support: How to build trust before it breaks

AI will fail. The question is whether you're ready for it. A guide to responsible AI deployment for customer support leaders.

Scaling marketing operations without losing your mind (or your data)

Scaling marketing operations takes more than headcount. It’s about process, technology, and talent. Here's how global leaders structure for growth and overcome real-world challenges.

Slowification

Notes on Creativity, Inc

What makes an effective product team?

Communication is the job

Hanlon's razor

Defaulting to non-malicious explanations in incidents, postmortems, and everyday teamwork.

What Makes a Good (Tech) Team Great

Communication, shared context, pride, and responsibility are key factors for Deliveroo's Engineering culture.