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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

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

Fierce Nerds

2026 customer service planning series: Vol. 05

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...

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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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The Toll of Stress on Startup Teams and Its Link to Founder Well-being

Startup Snapshot, a think tank uncovering the unspoken realities of the entrepreneurial ecosystem, has released its latest report, The Untold Toll (Part 2): Navigating...

How to Work Hard

June 2021It might not seem there's much to learn about how to work hard. Anyone who's been to school knows what it entails, even if...

Intercom achieves AIUC-1 certification: A new standard for trust in AI Agents

Trust has always been a first principle at Intercom, from our early investments in security and privacy to the globally recognized certifications that shape...

Bag of words, have mercy on us

Look, I don’t know if AI is gonna kill us or make us all rich or whatever, but I do know we’ve got the...

@bfeld v60.0 – Feld Thoughts

My father Stan and I in our default states.lsof -ti:3000 | xargs kill -9 2>/dev/null; npm run devI’ve been wandering up to 60 for...

Weird Languages

August 2021When people say that in their experience all programming languages are basically equivalent, they're making a statement not about languages but about the kind of...

2026 customer service planning series: Vol. 03

AI doesn’t fail because the model is bad, it fails because ownership is missing. Once someone owns it, everything changes. Your resolution and automation rates...

Around The World, Part 27: Planting trees : Frozen Fractal

Fri, 28 Nov 2025 by Thomas ten Cate · Comments  Game Development, Around the WorldIn the previous post, I determined what kind of vegetation should grow where...

Give First Available in Audiobook Format

Give First is now available to pre-order in Audiobook format (it will be officially released on 12/2/26).I’m the reader, so if you are an...

Beyond Smart

October 2021If you asked people what was special about Einstein, most would say that he was really smart. Even the ones who tried to give...

More context, more confidence: The new CX Score explained

Customer expectations have never been higher. People expect fast, accurate, and effortless support, every time. And across industries, from ecommerce to financial services to...

The Gruesome New Data on Tech Jobs

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