Blog by Thomas Hils. Thoughts on CX, AI, automation, and building things.https://blog.thomas.town/https://blog.thomas.town/post/a-second-brain-for-managing-people/https://blog.thomas.town/post/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.Wed, 22 Apr 2026 00:00:00 GMThttps://blog.thomas.town/post/ai-as-a-thinking-partner/https://blog.thomas.town/post/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.Wed, 04 Mar 2026 00:00:00 GMThttps://blog.thomas.town/post/your-support-team-should-be-building-ai-skills/https://blog.thomas.town/post/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.Tue, 03 Mar 2026 00:00:00 GMThttps://blog.thomas.town/post/how-to-choose-what-to-automate-with-fin-procedures/https://blog.thomas.town/post/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.Mon, 02 Mar 2026 00:00:00 GMT