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Thoughts on CX, AI, automation, and building things.
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A Second Brain for Managing People
How I'm using Claude and Obsidian to log feedback across my team, so reviews are built on real moments instead of memory archaeology.
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AI as a Thinking Partner
How a Claude plugin called Ideation turned messy voice memos into structured project plans, and why it's useful far beyond software development.
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Your Support Team Should Be Building AI Skills
Most AI skills are built by developers. But the people best positioned to teach AI how to do the work are the ones already doing it. Here's how non-technical teams, especially in customer support, can build skills that give them real leverage.
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How to Choose What to Automate with Fin Procedures
Not every support ticket should be a Procedure. Here's the framework I use at Wingspan to decide what gets automated—and what doesn't.