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The safety of speed: How we ship code 180 times per day

“Speed is not the enemy of safety; it is the prerequisite for it.” At Intercom, the average time from merging code to it being used...

Coding assistants are solving the wrong problem

comma.ai — make driving chill

The Need to Read

all your OpenCodes belong to us

How to Get New Ideas

How to Do Great Work

July 2023If you collected lists of techniques for doing great work in a lot of different fields, what would the intersection look like? I decided to...

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New research: Customer service team evolution

We analyzed 166 interviews with support leaders, managers, and frontline specialists to understand what changed once AI Agents like Fin became part of everyday...

embassy-rs/embassy: Modern embedded framework, using Rust and async.

Embassy is the next-generation framework for embedded applications. Write safe, correct, and energy-efficient embedded code faster, using the Rust programming language, its async facilities,...

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...

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...
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