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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

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

2026 customer service planning series: Vol. 04

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

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...

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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...

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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

Enshitification – Feld Thoughts

I’ve been a long-time Cory Doctorow fan. His new book Enshitification is delicious. Yup – I understand that a shit emoji doesn’t inspire deliciousness.Now...

Is There Such a Thing as Good Taste?

November 2021(This essay is derived from a talk at the Cambridge Union.)When I was a kid, I'd have said there wasn't. My father told...

New series: Planning your 2026 customer service organization

Like many support leaders right now, I’m deep in 2026 planning. I imagine this cycle is bringing a big question into focus for most: if...

The Patent Office Is About To Make Bad Patents Untouchable

The U.S. Patent and Trademark Office (USPTO) has proposed new rules that would effectively end the public’s ability to challenge improperly granted patents at...

Putting Ideas into Words

February 2022Writing about something, even something you know well, usually shows you that you didn't know it as well as you thought. Putting ideas into words...
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