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The AI deployment gap is widening, don’t get left behind

It’s interesting to see how much AI adoption has accelerated over the last year. Our latest research shows that 82% of senior leaders invested in...

microsoft/azurelinux: Linux OS for Azure 1P services and edge appliances

How to Get New Ideas

January 2023(Someone fed my essays into GPT to make something that could answer questions based on them, then asked it where good ideas come from....

1000 Blank White Cards – Wikipedia

How to Do Great Work

New research: Customer service team evolution

Superlinear Returns

October 2023One of the most important things I didn't understand about the world when I was a child is the degree to which the returns...

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Intercom is now a Shopify Plus Technology Partner

We’re excited to announce that Intercom is now a certified Shopify Plus Partner on the Technology Track. The Shopify Partner Program Technology Track supports the...

The Master of Contradictions by Morten Høi Jensen review – how Thomas Mann wrote The Magic Mountain | Thomas Mann

In a 1924 letter to André Gide, Thomas Mann said he would soon be sending along a copy of his new novel, The Magic Mountain....

An NFT That Saves Lives

May 2021Noora Health, a nonprofit I've supported for years, just launched a new NFT. It has a dramatic name, Save Thousands of Lives, because that's what...

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2026 customer service planning series: Vol. 02

When AI Agents resolve the majority of customer conversations, the shape of your support team has to change. This is part two of our five-part...

Hacking washing machines – media.ccc.de

Hacking washing machines - media.ccc.de Severin von Wnuck-Lipinski and Hajo Noerenberg One Hardware Playlists: '39c3' videos starting here / audio Almost everyone has a household appliance at home, whether it's a washing machine, dishwasher,...

Crazy New Ideas

May 2021There's one kind of opinion I'd be very afraid to express publicly. If someone I knew to be both a domain expert and a...

Setting the standard for support: What Spain’s new customer service law signals

Support teams in Spain just got the clearest signal yet that the old way of doing things won’t cut it anymore. That signal comes in...

Microsoft please get your tab to autocomplete shit together

November 26, 2025 • Programming What do you think is gonna happen after I press tab when looking at this screenshot? That’s right, its gonna do nothing and...

Fierce Nerds

May 2021Most people think of nerds as quiet, diffident people. In ordinary social situations they are — as quiet and diffident as the star quarterback would...

2026 customer service planning series: Vol. 05

Capacity planning has always been a high-stakes exercise in customer service. If you get it wrong, you’ll feel it quickly in backlogs and SLAs. AI...

PBS News Hour West to go dark after ASU discontinues contract

Capital Evolution: The New American Economy

My partner Seth Levine has an important new book out today titled Capital Evolution: The New American Economy.I saw it last night at the...

A Project of One’s Own

June 2021A few days ago, on the way home from school, my nine year old son told me he couldn't wait to get home to...

2026 customer service planning series: Vol. 04

Real-world example Anthropic ran a focused “Fin hackathon” sprint to improve their AI Agent’s resolution rate. The team audited unresolved queries, identified underperforming topics, and...

Necior/awesome-jj: A curated list of awesome Jujutsu things

Jujutsu (also known as jj) is a Git-compatible version control system. This repo contains a curated list of awesome articles, tutorials, videos, tools or other resources that...
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