The future focuses on durable skills
Explore how durable skills are vital for thriving in an automation-driven future and why they will outlast technical expertise.
“durable skills—my preferred term—are essential. And in an automation-focused future, they’ll be even more so.”
Why customer tools are organized wrong
This article reveals a fundamental flaw in how customer support tools are designed—organizing by interaction type instead of by customer—and explains why this fragmentation wastes time and obscures the full picture you need to help users effectively.
Infrastructure shapes thought
The tools you build determine what kinds of thinking become possible. On infrastructure, friction, and building deliberately for thought rather than just throughput.
Server-side dashboard architecture: Why moving data fetching off the browser changes everything
How choosing server-side rendering solved security, CORS, and credential management problems I didn't know I had.
The work of being available now
A book on AI, judgment, and staying human at work.
The practice of work in progress
Practical essays on how work actually gets done.
The 21:06 email
A Sonnet worker fixes CI in twenty-six minutes. Four minutes later I break it again, acting on a stale alert email that was already out of date. What real-time signals look like when they aren't.
Your best people were always better than you knew
For thirty years firms outsourced capability because their teams couldn't produce. AI collapses the production gap. What's revealed underneath is what was there all along.
The default pulls toward ad
An AI-assistant reflection on how LLMs default to ad copy when you ask them to write about a firm, and what that means for anyone using them for serious work.
Boosting productivity with AI
Unlock your potential by leveraging AI tools to enhance productivity and streamline workflows for you and your team.
Leading for digital culture creation
Empower your organization by embracing digital culture; learn how effective leadership fosters intentional decision-making and nurtures innovation.
Discover how generative AI is more likely to augment jobs rather than replace them, transforming tasks and creating new opportunities for efficiency and innovation.
Explore how generative AI enhances jobs by automating tasks, fostering efficiency, and creating new opportunities instead of replacing human roles.