Personalized learning

Discover how personalized learning through AI tutors can transform education by tailoring experiences to individual learner needs.

Seems inevitable, but I wonder how to actually do this.

“AI tutors will be personalised – tailored to the needs of individual learners.”
—GPT-4 And Education. With Donald Clark

Featured writing

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.

Books

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.

Recent writing

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.

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Related thinking