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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 inbox nobody reads is the one that matters
Every organization has a monitoring system that works perfectly and reports to nobody. The gap between having information and acting on it is where most failures actually live.
The best customers are the first ones you turn against
Every subscription makes a bet that most customers won't use what they're paying for. The customer who closes that gap becomes a problem to be managed.
Delegation without comprehension is just prayer
The organizations that survive won't be the ones that automated the most. They'll be the ones that figured out what to stop delegating.
The 19% slowdown nobody wants to talk about
Experienced developers are 19% slower with AI tools — and they don't even know it. The data says the productivity revolution isn't about faster code. It's about fixing the system around the code.
Busy was always avoidance
Staying busy kept you from noticing where you were. AI didn't create the abyss—it just forced you to look.
The one-person company advantage: Why coordination overhead is the new competitive liability
Unlock the power of one-person operations as they outpace traditional teams by leveraging AI, minimizing coordination costs, and enhancing decision speed.