I’ve been making my way through the outstanding collection of books published by Stripe Press. After reading High Growth Handbook, I discovered what I consider the definitive work on engineering management: An Elegant Puzzle: Systems of Engineering Management by Will Larson. Larson’s experience is particularly valuable, having navigated…
Most people think they know how to listen. The truth is, most don't. Listening isn't just hearing words. It's about understanding the person behind those words. When someone speaks to you, are you really paying attention? Or are you just waiting for your turn…
Whether you're a small business using basic contact management or a large enterprise with complex customer interactions, understanding CRM architecture can help you make better decisions about your customer relationships.…
Every day, millions of customers contact support teams not because they want to, but because they need to accomplish something specific. Understanding these needs through the Jobs to Be Done (JTBD) framework can transform how we build and train service agents. Here's how to apply it practically.…
Working with enterprises moving into the AI space, I've noticed a growing concern about data protection when using Large Language Models (LLMs).…
Measuring the performance of an AI Agent is crucial for ensuring optimal operation and continuous improvement. Let's go through some metrics to track performance of an AI Agent…
There are several critical best practices to keep in mind when building intelligent conversational assistants. Let go through top 5 best practices that I've found to be most valuable.…
Let's talk about a common problem: you have customer information split across different systems.…