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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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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...
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