Startups

Heresy

April 2022One of the most surprising things I've witnessed...

2026 customer service planning series: Vol. 05

Capacity planning has always been a high-stakes exercise in...

Capital Evolution: The New American Economy

My partner Seth Levine has an important new book...

The Airbnbs

December 2020To celebrate Airbnb's IPO and to help future founders, I thought it might be useful to explain what was special about Airbnb.What was special about the Airbnbs was how...

2026 customer service planning series: Vol. 04

Real-world example Anthropic ran a focused “Fin hackathon” sprint to improve their AI Agent’s resolution rate. The team audited unresolved queries, identified underperforming topics, and created or updated content to...

zoicware/RemoveWindowsAI: Force Remove Copilot, Recall and More in Windows 11

The current 25H2 build of Windows 11 and future builds will include increasingly more AI features and components. This script aims to remove ALL of these features to improve...

The Toll of Stress on Startup Teams and Its Link to Founder Well-being

Startup Snapshot, a think tank uncovering the unspoken realities of the entrepreneurial ecosystem, has released its latest report, The Untold Toll (Part 2): Navigating Stress, Wellbeing, and Burnout in...

Billionaires Build

December 2020As I was deciding what to write about next, I was surprised to find that two separate essays I'd been planning to write were actually the same.The first is about...

Intercom achieves AIUC-1 certification: A new standard for trust in AI Agents

Trust has always been a first principle at Intercom, from our early investments in security and privacy to the globally recognized certifications that shape our approach today. As AI becomes...

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Employee in a heavily downsized department get an end-of-year “bonus” in the form of a $5 Dunkin gift card from their boss’s pocket: ‘We...

End-of-year bonus season, just like the holiday season, arrives like a Hallmark movie, only this one is written by HR. Supposed to be magical....

Kendall Jenner Wore the Latest Ballet Flats Trend

Not to succumb to hyperbole and say that traditional ballet flats with the little bows are "dead", because people do still wear them and...

Best Beauty Gifts From Clinique

Clinique Great Skin Everywhere Set ($51, originally $85) I don't think it's a unique experience to know which friends or family members have combination or...

Analog(ue) #241: We’re Part of the Us

#241: We're Part of the Us September 6th, 2025 · 91 minutes This episode of Analog(ue) is sponsored by: Saily: Affordable eSIM plans for international travel. Use code 'analogue' for 15%...

Why west Cornwall is the perfect place to mark the winter solstice | Cornwall holidays

The light is fading fast as I stand inside Tregeseal stone circle near St Just. The granite stones of the circle are luminous in...